Privacy Policy

1. Who we are

KSH Virtual Assistance Services is a marketing and administrative virtual assistance service that supports licensed medical and mental health professionals. KSH is not a clinic, hospital or healthcare provider. We handle inquiries, appointment coordination and initial administrative triage, and refer clients to the appropriate licensed professional (doctors, specialists, psychiatrists, psychologists and a nutritionist-dietitian) for an online consultation.

For the information we collect through our Facebook Page and Messenger assistant, as described in this policy, KSH is the personal information controller. Once you are referred, the licensed professional who consults with you is responsible for your consultation and for the records they make of it (such as clinical notes, prescriptions, certificates and receipts), which they handle under their own professional and legal obligations.

Our Facebook Page is facebook.com/Kabayan.Medical.Hub. Bookings happen in Facebook Messenger, where an automated assistant answers first and our staff take over when needed.

2. What we collect

We ask for your agreement to our privacy notice before collecting booking details. If you don't agree, you can still ask general questions, and we don't keep your booking details.

Information you give us

• Contact and identity details: the patient's full name, age, gender, mobile number, emergency contact number, email address, general location and work.
• Health information you provide in our consultation form, such as your health concern and when it started, height and weight, current and maintenance medications, known conditions, allergies, past surgery or hospitalisation, vaccination status, and, where relevant, pregnancy, breastfeeding and last menstrual period. For psychological services: your mental health concern and the service you need.
• Your messages to our Page, and your choice of service and preferred schedule.
• Payment details: the service, amount, reference code and status of your payment. When you send a picture of your proof of payment, the image stays in Messenger; we store only a reference to it so our staff can check it.

Information we receive from Meta

• Your Page-scoped ID, a number Messenger assigns to you for our Page only, and the technical details of each message (message ID and time). We use these to keep your conversation together and avoid duplicate replies.
• We do not use Facebook Login and we do not request your Facebook profile, friends list, photos or any other Facebook data.

Health information is sensitive personal information under the Data Privacy Act. We collect it only with your consent, and only to refer you to the right professional and arrange your consultation.

3. How we use your information

• To answer your questions about our services, rates and policies.
• To do an initial administrative check of your concern, refer you to the appropriate licensed professional, and confirm your schedule.
• To send you payment instructions and reminders, and to check your proof of payment.
• To pass your consultation form to the professional you are referred to.
• To alert our staff right away if your message suggests an emergency, and to send you emergency hotline information.
• To keep records required for accounting, refunds and disputes, and to improve the quality and safety of our service.

We do not sell your information, and we do not use it for advertising.

4. Our automated Messenger assistant

When you message our Page, an automated assistant replies first. It answers using information approved by KSH, collects booking details and sends payment instructions. You can ask for a staff member at any time.

• To understand your messages and write replies, the assistant uses Google's Gemini AI service (a paid API). Before a message is sent to it, your name, mobile number and email address are hidden. Your consultation form answers are never sent to it.
• The assistant does not diagnose, prescribe medicine or give dosage advice, and it does not decide whether a payment is valid. A staff member checks every proof of payment, and only licensed professionals give medical advice.
• Messages that suggest an emergency are recognised before any AI step. The assistant sends emergency hotline information and alerts our staff.

5. Who we share it with

We share only what each party needs:

These providers may process data outside the Philippines. We use them only for the purposes above. We may also disclose information when the law requires it, or to protect someone's life or health in an emergency.

6. How long we keep it

• If you don't book or pay: your details and conversation are deleted automatically after 90 days with no activity.
• If you paid for a consultation: we keep your booking and payment records for as long as needed for accounting, refunds and other requirements under Philippine law. After that, we delete them.
• Technical message IDs used to prevent duplicate replies are deleted after 7 days.
• Encrypted backups are kept for 30 days, so deleted information also disappears from backups within 30 days.

7. How we protect it

• Data is stored in a secured database that only our systems and authorised staff can access, each with only the access they need.
• Staff sign in to our system with individual accounts, and views of patient records are logged.
• Connections are encrypted (HTTPS), and backups are encrypted.
• Staff notifications contain no health details.

If a personal data breach occurs that is likely to harm you, we will notify you and the National Privacy Commission as the law requires.

8. Your rights

Under the Data Privacy Act, you have the right to:

• Be informed about how your information is processed (this policy).
• Access the personal information we hold about you.
• Correct information that is wrong or incomplete.
• Object to processing, or withdraw your consent at any time.
• Have your information erased or blocked (see Deleting your data).
• Get a copy of your information in a commonly used format.
• Be compensated for damages caused by inaccurate or unauthorised use of your information.
• File a complaint with the National Privacy Commission.

To use any of these rights, message our Page (see Contact us). We may ask a question to confirm it's you before we act on a request.

9. Deleting your data

You can ask us to delete your personal information at any time by sending "Delete my data" to our Facebook Page in Messenger. We complete the request within 30 days and confirm it in Messenger.

Step-by-step instructions, and what we may have to keep, are on our Data Deletion Instructions page.

10. Patients under 18

If the patient is under 18, our staff take over the conversation and work with the patient's parent or guardian. A parent or guardian should provide the patient's information and consent.

11. Changes to this policy

We will update this page when our practices change and show the new effective date at the top. If a change affects how we use your information, our Messenger assistant will ask for your agreement again the next time you message us.

12. Contact us

For privacy questions, requests or complaints, contact KSH Virtual Assistance Services and our Data Protection Officer through the channels below. For records kept by the professional who consulted with you, we will pass your request to them.

• Messenger: m.me/Kabayan.Medical.Hub
• Facebook Page: facebook.com/Kabayan.Medical.Hub