TigerConnect Patient Engagement Addendum

The TigerConnect patient engagement feature allows Customer to communicate with patients and their caregivers through an encrypted, HIPAA-compliant secure webform. Due to the unique requirements associated with communicating directly with patients, TigerConnect requires Customer’s agreement to the following additional terms and restrictions in order to activate this service on Customer’s account:

1. In order to initiate communications with a patient, TigerConnect will send the patient (and anyone else they designate) an SMS message. Customer must receive the patient’s prior consent in order to have TigerConnect send them the SMS message via a ten-digit number. A sample form of consent is available on request. It is the Customer’s responsibility to obtain the consent of its patients and to determine what form of consent it deems sufficient for this purpose. TigerConnect will not monitor or audit Customer compliance with this consent requirement.
2. The access code or other request for identity verification provided to Customer’s patients will only be active for 7 days from the time the first SMS message is sent to the patient, and a new access code or identity verification will automatically be generated for patients if they wish to continue communicating with Customer past this 7-day period.
3. Customer will be able to set the maximum period of time Customer’s organization permits a dialog to be open to its patients, after which time Customer will need to initiate a new conversation with those patients.
4. All recipients will have the right to cancel the patient engagement service at any time by texting “STOP” in reply to the message, and TigerConnect will send them an SMS message to confirm that they have been unsubscribed. After this, they will no longer receive messages from Customer.
5. Text messages between Customer and Customer’s patients will not be archived unless Customer has elected archiving as part of Customer’s access to the TigerConnect services. Customer also will have the option to print any conversations using the service, but messages not archived or printed will be deleted once the message lifespan Customer has set for Customer’s organization has expired. The default lifespan setting is 30 days. If Customer has video and audio enabled, due to HIPAA requirements, video and audio chats will not be recorded and cannot be archived even if Customer has archiving as part of Customer’s TigerConnect services.
6. TigerConnect’s patient engagement feature is capable of enablement with all major mobile phone carriers and can deliver messages to a number of regional carriers. It is Customer’s responsibility to confirm Service availability with their chosen carriers prior to contract.
7. The patient engagement feature is intended for communication with individual patients and their caregivers regarding patient care matters and may not be used for marketing or promotional purposes, or to send messages that include any advertising.
8. Customer understands and acknowledges that, like all TigerConnect services: (a) the TigerConnect patient engagement feature is intended to deliver non-critical, non-emergency messages between users; (b) the service is dependent upon a number of factors outside TigerConnect’s control, including the operation of third party provided hardware and network services; (c) the service is not a substitute for any of Customer’s current systems of administering and safeguarding medical treatment and/or medicine; (d) there may be occasional communication failures or delays in delivering or receiving properly sent messages; (e) the service is not expected to perform at the same level of performance and/or reliability one might expect from medical devices used in delivering critical medical care environments; (f) TigerConnect is not responsible for the security of the messages on Customer’s patients’ or their caregivers’ personal devices, or for the dissemination of personal health information outside the TigerConnect platform; and (g) Customer is solely responsible for providing to TigerConnect accurate information regarding patients’ accounts, including, without limitation, user information and phone numbers, whether Customer’s patients wish to add or delete someone authorized to receive messages on their behalf, and whether patients wish to allow persons added to a conversation to see the prior messages in that conversation.
9. Please be aware that the TigerConnect patient engagement feature should never be used for any emergency medical situations, and Customer should always instruct Customer’s patients to call 911 in case of an emergency. Customer also should advise Customer’s patients that they should call Customer’s office if at any time they have an urgent question, do not understand a message or do not feel comfortable discussing an issue via text message, even securely.
10. The use of TigerConnect’s patient engagement feature by Customer and Customer’s patients will be subject to all of the terms and conditions applicable to the other TigerConnect services, including, without limitation, terms relating to permitted uses and restrictions, indemnification and limitations on liability. In that regard, Customer’s patients and their caregivers will be considered “Authorized Users” of Customer, and Customer will be responsible for all matters arising out of or relating in any way to their use of any TigerConnect services.