Effective Date 26.09.2023
The protection of your personal data when using our website is of utmost importance to BetterDoc. Compliance with legal data protection regulations is a matter of course for us. Below, we provide an overview of how we ensure the protection of your personal data and which of your data we process for what purpose.
Personal data includes all data that can be related to you personally, such as your name, address, and email address. The term "processing" is broadly defined and refers to any handling of personal data, regardless of the means and procedures used, in particular the procurement, storage, use, modification, disclosure, archiving or destruction of data.
Contact Information of the Controller
BetterDoc GmbH, branch office Allschwil
Lachenstrasse 1
CH-4123 Allschwil
Switzerland
Tel.: +41 61 551 01 88
Fax.: +41 61 551 01 87
E-Mail: service@betterdoc.ch
You can reach our data protection officer at datenschutz@betterdoc.ch or by mail at: Mr. Reto Zbinden, attorney at law, Swiss Infosec AG, Centralstrasse 8a, CH-6210 Sursee, Switzerland.
Provision of the Website
Each time you access www.betterdoc.ch, the following personal data, which your browser transmits to our server, is processed: IP address of the computer requesting the page, date and time of the request, status, transferred data volume, and the website from which the user came to the requested page, as well as product and version information of the browser used. This data is collected because it is technically necessary for us to display our website to you and to ensure data security. This data is generally not evaluated. An exception applies only for statistical purposes, for which the data is processed in anonymized form. The legal basis for data processing is our legitimate interest. The legitimate interest of BetterDoc in this respect is to achieve the purposes described above. The data is deleted as soon as it is no longer necessary for the purpose of its collection. This is the case when the respective session is ended.
Online Registration for Callback Arrangement
Users who wish to utilize BetterDoc's services via online inquiry must fill out a form on the website to arrange a callback. For this purpose, the user must provide their email address, first and last name, phone number, and, if applicable, information about the current health issue. The data stored by BetterDoc in this context is processed solely for the purpose of a telephone callback or contact via email. Users can prohibit contact at any time or request the deletion of their data. The legal basis for data processing is the initiation and fulfillment of the contract with you. If health data is provided, explicit consent is obtained from the user.
Use of the BetterDoc Service
In the context of using our website and the services offered there, the following user data is also processed: In connection with the search query, the description of the health issue, the sought specialty, search location or region, age and gender of the patient, phone number, information about the health insurance (name of the health insurance), and contract data (email address, password, first name, last name, and address). Additionally, the responses from BetterDoc specialists, information provided by the user regarding the scheduling of an appointment with the specialist of their choice upon their request, and information provided during follow-up care are processed. We process this data to handle the individual search and to be able to refer medical specialists. To answer your search query, we need information about your physical and possibly also mental condition. These are health data within the meaning of the Data Protection Act. These are personal data related to the physical or mental health of a natural person, including the provision of health services, and from which information about their health status is derived. The legal basis for processing this data is your consent.
Data Storage and Retention Periods
If personal data is collected, the transmission of this data is secured against unauthorized access via SSL encryption. Documents containing health information submitted by the user via mail, fax, or encrypted online channel are protected at BetterDoc through technical and organizational measures (e.g., locked steel cabinets or encrypted in an online data room) and are securely stored.
Personal health data of Swiss patients is stored and processed in encrypted form in a high-security data center within Germany in accordance with the current state of the technology. If employees of the Swiss branch access this data from an EU country in individual cases, this is always done via “remote access”, i.e. via an encrypted connection to a Swiss server, via which the BetterDoc system is subsequently accessed securely.
To process physician search requests, it is necessary to link health data with the user's personal data. This data is collected and processed by doctors and their medically trained staff on behalf of the doctors.
Due to the legally mandated documentation obligation for Swiss doctors, the collected health data of the patient, i.e., the user, is stored for 10 years. After the 10-year period, the user's data is fully anonymized.
By using BetterDoc's services, the user consents to the processing of the personal health data provided in the context of the physician search. The date, time, and IP address of this consent are stored to provide the legally required proof.
The user can revoke their consent at any time for the future without affecting the lawfulness of the processing carried out based on the consent up to the point of revocation.
Recipients of personal data
We share your personal data with the following recipients or categories of recipients (you can find our recipients of personal data here):
Processors
Independent controllers
Disclosure of Personal Data to Third Parties
If the user requests the scheduling of an appointment with a doctor or the creation of a medical second opinion report, the responsible employee at BetterDoc will transmit the patient's first and last name, address, date of birth, phone number, name of the health insurance, and description of the health issue (anamnesis) via phone, fax, or an encrypted online channel to the respective practice or clinic. The user releases BetterDoc from medical confidentiality for this purpose. The user's consent for this is obtained.
The insurance partners do not receive any health data from the inquiry with BetterDoc. If you use the BetterDoc service as part of an offer from your insurance company (e.g. health insurance), BetterDoc only reports the insurance number, name and address of the insured person to the insurance company or its billing service provider for billing and documentation purposes. In addition, BetterDoc transmits the imprest register number (ZSR) and the name/address of the recommended specialists to the insurance company or its service provider used for this purpose for the sanction management of affected insurance companies.
If the level of data protection in a country in which the data is processed does not comply with the applicable privacy policy, we contractually ensure that the protection of your personal data is equivalent to that in Switzerland or the European Economic Area (EEA) at all times.
Cookies
Additionally, when using our website, cookies are stored on your computer in addition to the previously mentioned data. Cookies are small text files that your internet browser places and stores on your computer. They serve to optimize our website. Information on how you use the site is collected and transmitted to BetterDoc. Cookies cannot run programs or transmit viruses to your computer. The cookies used by BetterDoc are session cookies. These are automatically deleted when you close the browser or log out. Session cookies store a so-called session ID, which allows different requests from your browser to be assigned to the same session. This allows your computer to be recognized when you return to our website. Users can prevent the installation of cookies by adjusting their browser settings accordingly. Additionally, we use cookies for marketing and analysis purposes. The cookies we set allow us to track how our website was used, enabling us to continuously improve our website through data evaluation. You give your consent to the setting of cookies by clicking "Accept" on the displayed cookie notice. You can revoke your consent at any time; the cookie banner can be found at the bottom of our website under "Manage Cookies." Revoking your consent does not affect the lawfulness of the processing carried out based on the consent until the point of revocation.
Registration and Authentication of BetterDoc Specialists
Specialists who wish to provide recommendations for medical professionals through BetterDoc must first register and create a physician account. For this, the specialist must provide their email address and select a password. To verify their identity, the provided professional email address will be checked for accuracy. If this is not possible, for instance, if a private email address is provided, BetterDoc will conduct at least one phone call with the specialist using their professional phone number. Upon successful verification, the specialist's account will be activated and ready for use. For verification purposes, BetterDoc stores the email address and password provided during registration for the duration of the account's existence. The data stored by BetterDoc in this context is processed exclusively for portal access and usage. Physicians can request the deletion of their account at any time.
Additionally, BetterDoc stores users' search queries and the corresponding responses from BetterDoc specialists, information provided by the user in connection with scheduling an appointment with a specialist of their choice, and information provided by the user during follow-up care. This data remains available even after the deletion of the physician account and is anonymized for further use by BetterDoc.
The basis for data processing is the fulfillment of the contract with you.
Your Rights
You have the following rights regarding your personal data:
Right to access
Right to rectification or deletion
Right to restrict processing
Right to object to processing
Right to data portability
Right to withdraw consent
Please direct all requests for information, access, or objections to data processing via email to datenschutz@betterdoc.ch.
You also have the right to lodge a complaint with a supervisory authority regarding the processing of your personal data by our company.
Integration of Userlike
We use Userlike on our website, a live chat software provided by Userlike UG (limited liability). When using this service, the following data is collected, processed, and stored: date and time of access, browser type/version, IP address, operating system used, URL of the previously visited website, amount of data sent, chat duration, and, if provided, first name, last name, and email address. Userlike uses cookies to enable a personal conversation in the form of a near real-time chat on the website. The Userlike cookie is set by the live chat plugin to enable the live chat, keep the chat open while browsing, and assign it to the same operator. The collected data is not used to personally identify the visitor of this website and is not combined with personal data about the bearer of the pseudonym.
Through the integration of Userlike, the user is provided with the opportunity to facilitate communication, allowing BetterDoc to handle inquiries quickly, reliably, and efficiently. BetterDoc aims to improve its online offerings with this service.
Userlike UG (limited liability), Probsteigasse 44-46, 51109 Cologne. You can find Userlike's privacy policy here: https://www.userlike.com/en/privacy-policy
Integration of YouTube
We integrate YouTube videos into our online offerings. The content of these videos is stored on https://www.youtube.com and embedded on our site, making them directly playable. Additionally, we have embedded the YouTube videos in a privacy-friendly "Extended Data Protection Mode." Therefore, if you do not play the videos, no data is transmitted to YouTube/Google. Only when you play the YouTube video is a server connection to YouTube established and a corresponding cookie set, which serves to save your settings. If you click to play a YouTube video on our website, your IP address, technical information such as browser, operating system and its interface, the website you visited, date and time of the request, the amount of data transferred, and location (if Google Maps is activated) will be transmitted. BetterDoc has no influence on this data transmission. BetterDoc does not collect or process any personal data via YouTube.
If you have an account with the video service provider, they may be able to identify you, and the mentioned data will be associated with your account. If you want to avoid this, you must log out of your account before playing a video on our website.
YouTube/Google also stores data even if you do not have a Google user account, including IP address, search queries, browser, and operating system version. YouTube/Google uses this data as a user profile for advertising, market research, and/or the tailored design of its website. You have the right to object to the creation of these user profiles; to exercise this right, you must contact YouTube.
The information collected by the cookies of this provider is usually sent to a server in the USA and stored there. In the case of data transfer to the USA, the data transmission is based on the presence of standard contractual clauses.
Through the integration of YouTube, the user is provided with the opportunity to access videos and possibly use YouTube functionalities. The provider aims to improve its offerings. Additionally, Google has a legitimate interest in the collected (personal) data to improve its own services.
Provider of the YouTube Platform
Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland. For more information on data protection at Google/YouTube, please visit: https://policies.google.com/privacy. A general opt-out for advertising is available here: https://adssettings.google.com/authenticated.
Web Analysis
This website uses an in-house web analysis service. This service does not use personal data. No data is read or stored on the website visitor's device. The IP address of the website visitor is anonymized. Recognizing the website visitor beyond the website is not possible. Cookies are not set; any existing cookies are technically necessary and transmitted but are not used.
The web analysis allows the website operator to capture and analyze the usage of this website by its visitors. The website operator receives various usage data, such as usage time, page views, duration of stay, operating systems used, or screen resolution. It can also capture whether website visitors perform certain actions like clicks or purchases.
The anonymized analysis data is transmitted to the web analysis service Google Analytics via this server without using the website visitor's personal data and is usually stored on a Google server in the USA. The provider is Google Ireland Limited ("Google"), Gordon House, Barrow Street, Dublin 4, Ireland. Profiling or linking with other sources is not possible with these anonymized analysis data. For more information on how Google Analytics handles user data, please refer to Google's privacy policy: https://support.google.com/analytics/answer/6004245
You can prevent the collection of your analysis data by clicking on the following link: Disable Data Collection. An opt-out cookie will be set, preventing the collection of your data during future visits to this website in your current browser.
Google Ads (formerly: AdWords)
As a Google Ads customer, we also use Google Conversion Tracking, an analytical service provided by Google Inc. When you access our website via a Google ad, Google Ads places a cookie on your computer (“Conversion Cookie”). These cookies expire after 30 days and do not serve personal identification purposes. If the user visits certain pages of this website and the cookie has not yet expired, we and Google can recognize that the user clicked on the ad and was redirected to this page. Each Google Ads customer receives a different cookie. Therefore, cookies cannot be tracked across the websites of Google Ads customers. The information collected using the conversion cookie is used to create conversion statistics for Google Ads customers who have opted for conversion tracking. Customers learn the total number of users who clicked on their ad and were redirected to a page tagged with a conversion tracking tag. However, they do not receive any information that can personally identify users.
If you do not wish to participate in the tracking process, you can refuse the setting of a cookie required for this purpose – for example, through a browser setting that generally deactivates the automatic setting of cookies. However, we would like to point out that in this case, you may not be able to use all the functions of this website to their full extent. You can also deactivate cookies for conversion tracking by setting your browser to block cookies from the domain “googleadservices.com.” Learn more about Google's privacy policy at https://policies.google.com/privacy.
The legal basis for the processing of personal data described here is your explicit consent, which you can revoke at any time using the settings in our cookie banner (found at the bottom of this page under “Manage Cookies”). The data is stored only as long as necessary to provide the function.