These terms apply when you use the Atlacare patient portal ("the Portal"). Please read them before you use it.
1. Who provides the Portal
The Portal is provided by ATLACARE LTD (company number 17284670, registered office 96 Sirius Close, Wokingham, England, RG41 3DT) on behalf of your healthcare provider — the clinic or practitioner who invited you to use it.
Atlacare provides the software. Your healthcare provider is responsible for your care and for your health records. When we refer to "your provider" we mean the clinic or practitioner you are a patient of.
2. The Portal is not for emergencies
Do not use the Portal in a medical emergency. If you or someone else needs urgent help, call your local emergency number or go to your nearest emergency department.
The Portal is not monitored around the clock and messages may not be seen straight away.
3. What you can do in the Portal
Depending on what your provider has enabled, you may be able to:
- View your upcoming and past appointments
- Receive appointment reminders
- View information your provider has chosen to share with you, including clinical notes they have marked as visible to you, your treatment plan and any exercises assigned to you
- View and download your invoices
- Send and receive non-urgent messages with your provider
- Complete forms your provider sends you
- Join a video consultation, where your provider offers one
Booking, rescheduling and cancelling. These are not currently available in the Portal. To book, change or cancel an appointment, contact your provider directly, or use their online booking page if they have one.
Payments. You cannot currently pay through the Portal. Any invoice you view here is for information; pay your provider by the method they tell you.
4. Your access
You must give accurate information and keep your contact details up to date.
How you sign in. The Portal uses a secure sign-in link (sometimes called a magic link) sent to your email address. There is no password. Anyone with that link can open your account, so:
- Do not forward it or share it with anyone
- Do not share screenshots of it
- Tell your provider promptly if you think someone else has had access to your account or your email
Sign-in links expire after a limited period and can only be used to access your own record.
5. Who can use the Portal
5.1 You must be 16 or over
The Portal is only available to patients aged 16 and over. Your provider cannot enable it for a younger patient.
If you are under 16, your provider will contact you and your family directly instead — by phone, email or in person. You are not missing out on any part of your care; only the online view of it.
We have set this limit deliberately. Giving a parent or carer access to a young person's health record has to be done carefully: the law expects a young person's own views and confidentiality to be respected well before they turn 18, and we would rather not offer that access at all than offer it badly. We are building it properly.
5.2 Your access is personal to you
Portal access belongs to the patient. It is not shared, and there is currently no way to give another person their own access to your record.
If you need someone to help you — a relative, a carer, or someone acting under a power of attorney or deputyship — speak to your provider. They can share information with that person directly, in line with their own confidentiality obligations.
6. Using the Portal properly
When you use the Portal you must not:
- Use it for anything unlawful
- Try to access another person's account or information
- Attempt to disrupt, damage or gain unauthorised access to the Portal
- Upload anything harmful, or any content you do not have the right to share
- Use the Portal to send abusive or threatening messages
We may suspend access to the Portal if it is misused. Your provider decides who may access your records.
7. Messages and clinical questions
If the Portal lets you message your provider, those messages are for non-urgent matters only.
Atlacare does not read, answer or act on the content of your messages — they go to your provider. Any clinical question, concern about your care, or request for advice is a matter for your provider, not for Atlacare.
8. Your information
Your provider decides how your health records are used and is responsible for them under data protection law. For questions about your health information, or to request a copy, contact your provider.
Atlacare processes those records on your provider's behalf, on their documented instructions, in order to run the Portal. Atlacare also handles a limited amount of information in its own right to run the Portal securely, such as sign-in activity and security logs. How we handle that information is explained in our Patient Privacy Notice, available in the Portal.
9. Availability
We work to keep the Portal available but cannot guarantee it will always be accessible or free of faults. Access may be interrupted for maintenance or for reasons outside our control.
If you cannot reach the Portal and your matter is time-sensitive, contact your provider directly.
10. Our responsibility to you
We provide the Portal with reasonable care and skill.
We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for the care you receive from your provider, which is their responsibility and not ours.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law. Nothing in these terms affects your legal rights as a consumer.
11. Changes to these terms
We may update these terms from time to time.
- For minor changes — corrections, clarifications and formatting — the updated terms take effect when we publish them in the Portal.
- For significant changes affecting your rights, we will tell you, make the updated terms available in the Portal with the date they take effect, and where appropriate ask you to confirm you accept them before you continue to use the Portal.
12. Which law applies
These terms are governed by the law of England and Wales. If you live in another part of the United Kingdom, the law of that part may give you protections that still apply, and you may bring proceedings there. You may also bring proceedings in the courts of England and Wales.
13. Contact
For anything about your care, your appointments, or your health records, contact your provider directly — they hold your records and can answer fastest.
For questions about how Atlacare handles your sign-in and security information, email us at [email protected].