These terms apply to everyone who uses SurgiHub: patients, the person a patient nominates, and the staff and clinical teams of the practices that use the platform. Our Privacy Policy sits alongside them and the two are read together.
You accept these terms when you create your account, and by continuing to use SurgiHub you continue to accept them.
If you are a patient, the practice treating you chose SurgiHub and invited you to it. Your relationship for your care is with that practice. These terms govern your use of the software.
Where a patient is under 18, a parent or guardian sets up the account, holds it on the patient's behalf and accepts these terms for them. The same applies where an adult patient lacks the capacity to consent for themselves. The practice confirms who that person is.
SurgiHub is the software your practice uses to organise an operation and to guide you through it: the booking, the information that reaches you at each stage, the forms and the consent, the messages between you and the practice, and the record of how you got on afterwards.
SurgiHub is a channel and a record. It is not your treating practitioner. The clinical advice you receive comes from your practice, and the responsibility for your care rests with them. We do not review, interpret or act on the clinical content that passes through the platform, and no part of SurgiHub tells your practice what to do about your care.
If you are seriously unwell, call 000 or go to your nearest emergency department. Do not use SurgiHub.
Messages in SurgiHub are read during your practice's working hours. Nobody watches them overnight, at weekends or on public holidays, and there is no alert that escalates an urgent message to somebody who is awake. A message about a worsening wound, a fever, chest pain, breathing difficulty, severe pain, weakness in a limb or loss of bladder or bowel control may not be read for some time.
For anything urgent, telephone your practice during hours, and outside hours go to an emergency department. Your practice will tell you what it wants you to do, and its instructions come before anything on this page.
Your account is yours alone. Do not share your login with anyone, including a family member who is helping you, because everything done in your account is recorded as done by you. If you would like somebody to follow your journey with you, nominate them as your emergency contact under clause 8 so that they have their own access.
The details on your record have to be accurate, because your operation is booked against them and the hospital matches its paperwork to them. You can maintain your own contact details, and you can correct your own name and date of birth. If your name or date of birth changes, tell your practice as well, so that their record and the hospital's paperwork stay aligned.
Tell your practice promptly if you think someone else has your login.
Every patient using SurgiHub provides a photograph of their face, and it is required rather than optional. It exists so that the surgeon and the team can confirm that the person in front of them is the person whose record they are reading, which is a patient safety measure. Section 6 of our Privacy Policy explains who can see it and what is not done with it. Staff and clinical team members may add a photograph if they wish and are not required to.
Messages in SurgiHub are part of your medical record rather than private correspondence. They are stored against your booking, they can be read by the members of your practice's team whose role gives them access, and they are kept permanently.
No message can be deleted, by you, by your practice or by us. Please write with that in mind, and please keep messages to matters concerning your care.
Clause 3 applies to every message you send.
SurgiHub is built so that clinical information cannot be removed. No record, document, form, consent or message can be deleted by any user. Where something is removed from view it is hidden and retained.
You may delete your account at any time under Profile in the app, or ask your practice or us to close it for you. Deleting your account closes your access and removes your login, your contact details and your photograph. It does not delete your health record. The booking, the documents, the consents, the forms and the messages stay with the practice that treated you, because the law requires it to keep them, and because nothing in a clinical record in SurgiHub can be deleted by anyone, ourselves included.
You may ask for a copy of your record at any time, before or after closing your account, and you may direct us to send it wherever you choose. Section 10 of our Privacy Policy explains how.
You may nominate one emergency contact once your surgery is booked. They receive their own access, they can follow your journey, and they cannot change anything in it. You choose whether to nominate anybody at all, and you may ask your practice to remove that access.
Use SurgiHub for your own care, and do not use it to abuse, threaten or harass anybody. Do not upload material that is not related to your care. Do not attempt to reach another person's record, to interfere with the platform, or to extract data from it by any means other than the ones the application provides.
We may suspend access where these terms are being broken. Where the person is a patient, we will tell the practice rather than act alone, because a patient's access to their surgical journey is not something to withdraw casually.
We work to keep SurgiHub available at all times, and we cannot promise that it will never be unavailable. Maintenance, faults and failures in services we depend upon all happen. When SurgiHub is unavailable your practice continues to care for you by its ordinary means, which is another reason clause 3 matters.
The templates, pathways and education material a practice builds in SurgiHub belong to that practice. We acquire no right to reuse or redistribute them.
The platform itself, including its software, design and name, belongs to us. Using SurgiHub gives you permission to use it for your own care or, if you are a staff member, for your work at your practice. It gives you nothing else.
What you write in SurgiHub remains yours. You allow us to hold it and to make it available to your practice so that the platform can do its job.
Your record is not deleted, because these are health records. Access closes and the data remains intact, and your practice may obtain a complete export of it. Section 9 of our Privacy Policy sets out how long that lasts and what happens at the end of it. Whatever the arrangement between your practice and us, you keep the right to ask for your own record and to direct where it is sent.
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded by agreement.
Subject to that, we are not responsible for clinical decisions, which are your practice's, or for loss arising from the platform being unavailable, or from a message not being read in time. Clause 3 sets out what to do when something cannot wait.
Your practice decides your role and what you may see, and it is responsible for setting and reviewing those permissions. You are also bound by your own professional obligations and by your practice's policies, and where they are stricter than these terms, they apply.
Do not share your login. Everything done in your account is recorded as done by you.
We may change these terms. The current version is always published here, with its version and date. Where a change materially affects you, we will tell practices, and patients will be told in the application. Continuing to use SurgiHub after a change means accepting the changed terms.
Write to admin@surgihub.com.au. A person reads it. For anything about your care, your practice is the right place to start.
These terms are governed by the law of Queensland, Australia, and the courts of Queensland have jurisdiction.