Terms of use and service

1. Purpose and acceptance

These terms govern the use of this website, the request and provision of Salud en Ruta's home doctor and nursing services, and access to the provider portal. The owner of the website and provider of the service is the company identified at the end of this document.

By browsing the website, requesting a visit or using the portal you accept these terms. If the visit is requested by your insurer or an intermediary, the terms of your policy also apply and prevail over this text wherever they provide otherwise. If you do not agree with these terms, do not use the website or the service.

2. The service

Salud en Ruta provides healthcare at the patient's home, or wherever the patient is, within the Community of Madrid, every day from 07:00 to 00:00. These are the services we offer:

• General medical consultation: assessment, diagnosis and treatment of acute or chronic conditions that do not require going to a health centre.
• Non-life-threatening urgent care: care for health problems that need prompt attention but do not put life at risk, such as fever, pain, infections or mild decompensations.
• Paediatrics: care for children and adolescents, always at the request and in the presence of their parents or legal guardians.
• Cardiology: cardiological assessment at home, with the tests that can be performed in that setting.
• Nursing: wound care, administration of prescribed injections, vital signs, removal of stitches and changing or removal of catheters and tubes, among other procedures.
• Geriatrics: care for older people and for patients with reduced mobility or dependency.

The availability of each service and speciality, and the arrival time, depend on demand, time of day and area. We will tell you about this when we process your request.

3. How to request a visit

You can request a visit in two ways:

• By phone, during service hours. This is the fastest way.
• Through the request form on the website. Sending it does not confirm an appointment: it is a request that our coordination centre reviews before calling you back on the number you provide.
• During that call we carry out a telephone assessment of the case and tell you whether we can see you at home, which professional will come, the approximate price and the expected arrival window. The visit is confirmed once you accept it.
• If, after the assessment, we consider that the case needs another resource —a hospital emergency department or 112—, we will tell you so and will not arrange the visit.
• If you request a visit for someone else, such as a relative, you must do so with their knowledge, or in their interest when they cannot decide for themselves, and provide truthful information about their condition.

Phone number for visit requests: +34 611 673 280

4. Prices and payment

• You are told the price of the visit before confirming it. It depends on the type of service, the professional who attends and, where applicable, the time of day and the area.
• If you are a private patient, you pay at home when the visit ends, in cash or by card using a physical payment terminal. This website has no payment gateway, and we will never ask for your card details by phone, by email or through a form.
• We issue an invoice for every service. If you need it made out to another person or organisation, let us know when you request the visit.
• If the visit is requested by your insurer or an intermediary, the financial terms are those of your policy. If any amount is payable by you, such as a co-payment or a service not covered, we will tell you before the visit.
• Medicines, medical devices or tests that are prescribed and not included in the visit are not part of its price.

5. Changes and cancellations

If you no longer need the visit, or need to change the address or time, let us know by phone as soon as possible, and always before the professional arrives. That way we can see another patient in that time.

If any cancellation terms apply to your case, you will be told before you confirm the visit. We may also have to reschedule or cancel a visit for reasons beyond our control, such as a serious incident on the route; if so, we will let you know as soon as possible and offer you an alternative.

6. Healthcare

Care is provided by registered doctors and nurses, in accordance with good clinical practice and healthcare regulations:

• Clinical decisions —diagnosis, treatment, referral or ordering tests— are made by the professional who sees you, according to their judgement and after assessing you. Requesting a visit does not guarantee a specific treatment, report or sick note.
• Medicines are only prescribed after a medical assessment. Where appropriate, the prescription is issued as a private electronic prescription through the REMPE system, and you can collect the medicine at a pharmacy.
• Each visit is recorded in your clinical record, which we keep with the safeguards of Law 41/2002 on patient autonomy. You are entitled to information about your health and to a report of the care provided.
• Before any procedure you are informed and your consent is obtained, in writing where the law requires it. You may refuse a treatment at any time.
• All Salud en Ruta staff are bound by secrecy regarding any information they learn in the course of providing care.

What we ask of you

• That you give us truthful and complete information about your health, your allergies and the medication you take.
• That you provide safe access to the home and, in the case of minors or people who cannot decide for themselves, that their legal representative or a responsible relative is present.
• That you treat our staff with respect. In the event of violent or threatening behaviour, the professional may end the visit and notify the authorities.

7. Provider portal

Who it is for and how to access it

• The portal is intended for the insurers and intermediaries that send us requests. They can use it to check the status of their requests, the reports they have been authorised to see and their invoices.
• There is no open registration: accounts are created by Salud en Ruta for the people each organisation designates, and each organisation is responsible for ensuring that whoever uses them is authorised to do so.
• Credentials are personal and non-transferable. If several people in the same organisation need access, each must have their own account.
• The information in the portal includes health data and is confidential. It may only be used to manage the organisation's requests, authorisations and invoices, subject to the duty of secrecy required by law.
• Let us know as soon as you suspect that someone has accessed an account without permission, or when a person no longer needs access, so that we can close their account.

Access security

The portal lets you enable two-step verification and view and close open sessions. We recommend enabling it, using a unique password for this service and signing out on shared devices. You are responsible for what is done from your account until you tell us about any unauthorised access.

8. Acceptable use

When using this website and the portal, you agree not to do any of the following:

• Provide false information, or third parties' data without their knowledge, or request visits you do not need.
• Access or attempt to access information about patients, requests or organisations that do not concern you.
• Use the information in the portal for anything other than managing your organisation's requests.
• Extract the website's content in bulk or by automated means without our authorisation.
• Interfere with the operation of the website, the portal or the systems behind them, or introduce harmful software or code.
• Impersonate another person or organisation.

9. Intellectual property

Website content

The texts, images, brand, website design and portal software are owned by the company or by those who have licensed them to us, and are protected by intellectual and industrial property law. You may view and print them for your personal use; any other use requires our written authorisation.

Informative content

The informative texts on the website are general and for guidance only. They do not replace an assessment by a healthcare professional and must not be used to diagnose or treat a health problem.

10. Privacy

We process health data, and we do so with particular care. Please read our Privacy Policy to find out what data we collect, why, on what legal basis, who it is disclosed to and how to exercise your rights.

11. Liability for the website

The following refers to the website and the portal, not to healthcare, which is governed by healthcare regulations and by the previous sections:

• We try to keep the website and the portal available at all times, but there may be interruptions for maintenance or for reasons beyond our control. If the website is not working, you can request the visit by phone.
• The informative content may contain errors or become out of date.
• We are not responsible for the content of third-party websites we link to.
• None of the above limits the rights that consumer protection law grants to consumers.

12. Governing law and complaints

These terms are governed by Spanish law, in particular by healthcare regulations, by Law 34/2002 on information society services and electronic commerce and, when you contract as a private individual, by the Consolidated Text of the General Law for the Protection of Consumers and Users.

Any dispute will be submitted to the courts that have jurisdiction under the law. If you are a consumer, the courts of your place of residence will have jurisdiction.

If you are not satisfied with the service, you can file a complaint through our complaints channel or ask for the official complaint form. We will reply within the time limit set by consumer protection law.

13. Company details

These are the identification details of the website owner and service provider, published in compliance with article 10 of Law 34/2002 on information society services: