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MediciGlobal’s Contact Centre Privacy Policy


This privacy policy applies to all information captured by MediciGlobal’s in-house contact centre Protocall® via its online pre-screening process.

The Information We Collect

Personal identifiable information and personal health information is collected to determine if a caller meets certain study inclusion/exclusion criteria.  If the caller passes the pre-screener the information collected is passed onto the study site for further follow up.  If the caller does not pass the pre-screening process they are asked if MediciGlobal may hold onto their information.  If the caller does not wish their PII or PHI to be held by MediciGlobal, their contact information is deleted and any other data captured during the pre-screening process is de-identified for purposes of metrics reporting to the study sponsor only.

The Contact Centre collects demographic information, contact information and relevant health information. At no time does the Contact Centre collect social security numbers or any type of credit information.  All callers are told they have the option to opt-out at a later date if they no longer want their personal identifiable information and/or personal health information kept in MediciGlobal’s database.  Such requests are forwarded to Quality Assurance for processing.

How the Contact Centre Collects the Information

The Contact Centre collects Personal Identifiable Information and Personal Health Information in several ways, as described below:

  1. Phone calls come into the Contact Centre using toll free numbers assigned to various advertisements placed for a particular study.  Before any personal identifiable information and personal health information is captured the caller is asked for their permission to collect and store the information being requested.  If permission is not granted the call is ended.
  2. If phone calls come into the Contact Centre outside normal business hours of 8AM-8PM EST Monday through Friday, the caller is able to leave their name and number to receive a call back.  Within the next business day a Call Centre Representative will attempt to make contact with the caller.  If the caller is not reached after five attempts, the caller’s name and contact information is deleted from MediciGlobal’s system by the Contact Centre manager.

The Way We Use Information

MediciGlobal retains the information you provide in a secure database, which is periodically updated and verified to eliminate outdated information. At any time you may request deletion or updates of your own information or to opt-out from any further contact by MediciGlobal. To contact MediciGlobal to process such requests, see the How to Contact Us section below. Information provided to MediciGlobal is accessed by employees performing specific functions necessary to accommodate your request. When personal identifiable information is collected for the purpose of a clinical trial, you must provide consent to have this identifiable information shared with third parties, such as clinical research centres. These parties are bound by confidentiality agreements and privacy regulations.

Other than the exceptions noted below, your personal identifiable information is used only for the specific purpose for which you have given consent.

Exceptions

Except as noted above, we will not use or disclose personal identifiable information or personal health information, except in situations required to

  1. correct technical problems and malfunctions related to processing information;
  2. protect our rights and property and the rights and property of others;
  3. take precautions against liability;
  4. respond to a judicial process as required by law; or
  5. provide information to law enforcement agencies as requested.

Our Commitment to Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the proper use of personal identifiable information and personal health information, MediciGlobal has established the appropriate physical, electronic, and managerial procedures to safeguard and secure the information collected though the Contact Centre. MediciGlobal’s corporate policy for the protection of the confidentiality of personal identifiable information is in accordance with applicable laws and regulations.

Our Commitment to Children’s Privacy

Protecting the privacy of a minor is especially important to MediciGlobal. We take every precaution not to collect or maintain information from those we determine to be under the age of 18 or a legal minor as determined by state or provisional law.  Before any personal identifiable information is collected the Contact Centre Representative asks for the age of the caller and the state/province in which they reside.  If the caller is determined to be a minor we instruct the caller that they would need their parent or legal guardian to answer the pre-screening questions on their behalf.

How You Can Access or Correct Your Information

To protect your privacy and security, we take reasonable steps to verify your identity before updating, correcting, or removing your information from our database. The information you provide is archived in accordance with our Standard Operating Procedures.  At any time you may request deletion or updates of your own information or to opt-out from any further contact by MediciGlobal.  To contact MediciGlobal to process such requests, see the How to Contact Us section below.

Notification of Changes

As privacy laws and regulations evolve, it may be necessary to periodically revise our Contact Centre Privacy Policy. Within 30 days in advance of a substantial change to our Privacy Policy, MediciGlobal will take reasonable steps to notify you through e-mail or regular post mail. We will also post any substantial changes to our Contact Centre Privacy Policy on our corporate web site and active study web sites.

Privacy Concerns and Dispute Resolution

Any questions, concerns or complaints regarding the use or disclosure of personal identifiable information should be first directed to MediciGlobal’s contact centre at the toll free number noted below. During the initial call to the contact centre, the customer service representative first seeks authorization from the caller to capture personal identifiable information in its database. Those who consent are then asked to describe the reason for the call. This information is forwarded to MediciGlobal’s Privacy Officer for follow up. Individuals may also contact MediciGlobal via email at the address noted below. When MediciGlobal receives a question, complaint or concern regarding the privacy of personal identifiable information, the Privacy Officer will direct the investigation of the complaint/concern. MediciGlobal is dedicated to providing a timely response to any concern.

Safe Harbor Compliance

MediciGlobal complies with the U.S.-EU Safe Harbor Framework and the U.S.-Swiss Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries and Switzerland.  MediciGlobal has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement.  To learn more about the Safe Harbor program, and to view our certification page, visit http://export.gov/safeharbor/.

Privacy Complaints by European Union or Swiss Citizens:
In compliance with the US-EU and US-Swiss Safe Harbor Principles, MediciGlobal commits to resolve complaints about your privacy and our collection or use of your personal information.  European Union or Swiss citizens with inquiries or complaints regarding this privacy policy should first contact MediciGlobal’s Contact Centre at +1 866 879 6810 or +44 (0)20 8834 1447 or by sending an e-mail to .

MediciGlobal has further committed to refer unresolved privacy complaints under the US-EU and US-Swiss Safe Harbor Principles to an independent dispute resolution mechanism, the BBB EU SAFE HARBOR, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed by MediciGlobal, please visit the BBB EU SAFE HARBOR web site at http://www.bbb.org/us/safe-harbor-complaints for more information and to file a complaint.

How to Contact Us

You may update or remove the information you provided to MediciGlobal’s Contact Centre or direct a privacy concern or complaint by contacting our Contact Centre at the 800 number you originally called to learn about the clinical trail or by sending an e-mail to ..

This privacy policy was last updated on March 16, 2011.

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