1. Who we are

The website at Our Services – Patient Support Pathway and the Patient Support Pathway Portal are operated by Patient Support Pathway CIC.

Patient Support Pathway CIC is a community interest company registered in England and Wales under company number 17248226.

Our registered office is:

Patient Support Pathway CIC
55 Spring Gardens
Manchester
M2 2BY
United Kingdom

You can contact us at:

Email: enquiries@patientsupportpathway.co.uk
Telephone: 0330 441 5493

In these terms, references to “Patient Support Pathway”, “we”, “us” or “our” mean Patient Support Pathway CIC. References to the “Website” include the Patient Support Pathway website and, where applicable, the Patient Support Pathway Portal.

2. About Patient Support Pathway

Patient Support Pathway helps people and their families identify and access support following serious or life-changing injury. This may include signposting or introductions relating to care, rehabilitation, funding, benefits, legal matters, community activities and other relevant services.

Information about our services on the Website is provided for general information. Any specific services we agree to provide may be subject to separate terms or arrangements, which will be explained to you where applicable.

3. Information, not professional advice

The information on the Website is intended to provide general guidance and information only. It is not a substitute for advice based on your individual circumstances.

Unless we expressly state otherwise:

• information on the Website does not constitute medical, legal, financial, benefits or other professional advice;

• using the Website or contacting us does not create a doctor–patient, solicitor–client or other professional relationship;

• you should not make or delay a medical, legal, financial or care decision solely because of information published on the Website; and

• you should obtain appropriate professional advice where necessary.

We take reasonable care when preparing information but cannot guarantee that all Website content will always be complete, accurate, current or appropriate for your circumstances.

4. Medical emergencies and urgent assistance

Patient Support Pathway is not an emergency or crisis-response service.

The Website and Portal must not be used to request emergency medical assistance. Portal messages and enquiries may not be reviewed immediately.

If you or someone else is seriously ill, injured or in immediate danger, call 999 or attend the nearest accident and emergency department.

For urgent medical advice where the situation is not life-threatening, contact NHS 111 or an appropriate healthcare professional.

5. Availability of the Website and Portal

We aim to keep the Website and Portal available and operating properly. However, we do not guarantee that either will always be available, uninterrupted, secure or free from errors.

We may suspend, withdraw, restrict or change all or part of the Website or Portal where reasonably necessary, including for:

• maintenance or technical work;

• security reasons;

• operational changes;

• legal or regulatory requirements; or

• circumstances beyond our reasonable control.

We will try to provide reasonable notice of significant planned interruptions where practicable.

We are not responsible for your inability to access the Website or Portal because of your internet connection, equipment, browser, software or another service outside our control.

6. Portal accounts

Some services may require you to create or use a Patient Support Pathway Portal account.

You must:

• provide information that is accurate to the best of your knowledge;

• keep your account and contact information reasonably up to date;

• keep passwords and other security details confidential;

• not allow another person to access your account unless they are properly authorised to act for you;

• notify us promptly if you believe your account has been accessed without permission; and

• follow any additional reasonable security instructions we provide.

You are responsible for activity carried out through your account where you have allowed another person to use it or have failed to take reasonable steps to protect your login details.

We may temporarily restrict or suspend an account where we reasonably believe this is necessary to protect you, another person, our systems or personal information.

7. Information you provide

You are responsible for taking reasonable care to ensure that information you submit is accurate and not deliberately misleading.

You must not knowingly submit:

• information that you have no right to provide;

• malicious software or technologically harmful material;

• unlawful, threatening, abusive, defamatory or discriminatory material;

• content that infringes another person’s privacy, confidentiality or intellectual-property rights; or

• irrelevant or excessive information about another person.

Information provided through the Portal, contact forms or other private communication channels will be handled in accordance with our Privacy Policy. We will not treat health, injury or other personal information submitted through these channels as public material or claim an unrestricted right to use it.

If you provide information about another person, you should have their permission or another lawful authority to do so.

8. Signposting and third-party services

We may provide information about or introduce you to independent organisations, professionals or service providers.

Unless we expressly tell you otherwise:

• these organisations are independent of Patient Support Pathway;

• they are responsible for the services and advice they provide;

• an introduction does not guarantee that an organisation will accept a referral or provide a particular service;

• services may be subject to eligibility requirements, availability and separate terms;

• any decision to instruct or receive services from another organisation is made between you and that organisation; and

• you should satisfy yourself that a provider and its services are appropriate for your needs.

We take reasonable care when identifying potential sources of support, but we cannot guarantee the availability, quality, suitability or outcome of a service provided by an independent third party.

Nothing in these terms excludes any responsibility we may have where the law does not allow that responsibility to be excluded.

9. External links

The Website may contain links to websites and resources operated by other organisations. These links are provided for information and convenience.

We do not control third-party websites and are not responsible for their availability, content, security, privacy practices or services. A link does not necessarily mean that we endorse the organisation, website or information concerned.

You should review the terms and privacy policies of third-party websites before using them or providing personal information.

10. Permitted use

You may use the Website for lawful, personal and non-commercial purposes.

You must not:

• use the Website in a way that breaches any applicable law or regulation;

• use it fraudulently or for an unlawful purpose;

• attempt to gain unauthorised access to the Website, Portal, server, database or another user’s account;

• interfere with the operation, performance or security of the Website;

• introduce viruses, trojans, worms, logic bombs or other malicious or harmful material;

• carry out a denial-of-service or distributed denial-of-service attack;

• scrape, harvest or extract data from the Website using automated means without our written permission;

• impersonate another person or misrepresent your identity or authority;

• use information obtained through the Website to harass, harm or unlawfully discriminate against another person; or

• reproduce or exploit Website content commercially without permission.

We may restrict or end your access if you materially breach these terms or if this is reasonably necessary to protect users, personal information, our systems or our legal rights.

We may report suspected criminal activity or serious security incidents to the appropriate authorities.

11. Intellectual property

Unless otherwise stated, the Website and its content are owned by or licensed to Patient Support Pathway. This includes text, design, graphics, branding, logos, photographs, videos, documents and other materials.

You may view, download or print reasonable extracts for your own personal and non-commercial use.

You must not, without our prior written permission:

• reproduce a substantial part of the Website;

• modify our content;

• use our content commercially;

• remove copyright, trademark or attribution notices;

• suggest that we endorse you, your organisation or your services; or

• use our name, branding or logo in a misleading manner.

Where content belongs to another copyright owner, your use may also be subject to that owner’s terms.

12. Linking to the Website

You may link to publicly accessible pages on the Website provided that you do so fairly, lawfully and in a way that does not damage our reputation or suggest an association or endorsement where none exists.

You must not:

• frame the Website within another website;

• link from a website containing unlawful, misleading or seriously offensive material;

• use our branding without permission; or

• link in a way that misrepresents Patient Support Pathway or our services.

We may ask you to remove a link where we reasonably believe it breaches these terms.

13. Viruses and security

We take reasonable steps to maintain the security of the Website, but we cannot guarantee that it will always be secure or free from bugs, viruses or other harmful material.

You are responsible for using appropriate security and antivirus protection on your devices.

You must not knowingly introduce malicious material or attempt to compromise the Website or Portal. Unauthorised access and attacks may constitute criminal offences.

14. Our responsibility to you

Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation; or

• any other liability that cannot lawfully be excluded or limited.

We are responsible for loss or damage that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for:

• loss or damage that was not foreseeable;

• loss caused by inaccurate, incomplete or misleading information supplied to us;

• loss arising from your reliance on general Website information instead of obtaining appropriate professional advice;

• the acts, omissions, advice or services of an independent third-party provider, except where we remain legally responsible;

• loss caused by events outside our reasonable control; or

• business losses, including lost profits, revenue, contracts, opportunities or goodwill, where you use the Website for a commercial purpose.

These terms do not affect any rights you have under consumer-protection law.

15. Privacy and cookies

We process personal information in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

Using the Website does not, by itself, mean that you consent to every use of personal information. Where consent is required, we will ask for it separately.

16. Changes to the Website and these terms

We may update the Website and these terms from time to time, including to reflect changes to our services, systems or legal responsibilities.

The latest version of these terms will be published on this page with the date it was last updated.

Changes will apply from the date they are published. Where a material change affects registered Portal users, we will take reasonable steps to notify them.

Your continued use of the Website after updated terms take effect will mean that the updated terms apply to your subsequent use.

17. Ending or restricting access

You may stop using the Website at any time.

We may suspend, restrict or end your access where:

• you materially or repeatedly breach these terms;

• we reasonably believe your use presents a security, legal or safeguarding risk;

• this is necessary to protect another person’s rights or personal information;

• the relevant service is withdrawn; or

• we are required to do so by law.

Where appropriate and reasonably practicable, we will explain the reason and give you an opportunity to address the issue.

Ending access will not affect rights or responsibilities that arose before access ended.

18. Severability

If a court or other competent authority finds that part of these terms is unlawful or unenforceable, that part will be treated as removed only to the extent necessary. The remaining terms will continue to apply.

19. No waiver

If we do not immediately enforce a provision of these terms, this does not mean that we have waived our right to enforce it later.

20. Third-party rights

Unless these terms expressly state otherwise, no person other than you and Patient Support Pathway CIC has the right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

21. Governing law and jurisdiction

These terms and your use of the Website are governed by the laws of England and Wales.

If you are a consumer living in England or Wales, the courts of England and Wales will have jurisdiction.

If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.

Nothing in this section affects any mandatory rights you have under the law of the country in which you live.

22. Contact us

Questions about these terms or the Website can be sent to:

Patient Support Pathway CIC
55 Spring Gardens
Manchester
M2 2BY
United Kingdom

Email: enquiries@patientsupportpathway.co.uk
Telephone: 0330 441 5493