Hospital Partner Terms

Last updated: 21 October 2026

These terms apply to every hospital that joins EMCY to receive emergencies, and to every person who uses the EMCY hospital dashboard for that hospital. The person who accepts them when submitting the hospital's application confirms that they are allowed to accept them on the hospital's behalf. Our general Terms of Service and Privacy Policy also apply.

What EMCY does for you

EMCY sends you emergencies from patients near you, with the details the patient or their family shared, and keeps you and them in touch until the patient reaches you. EMCY does not provide medical care, ambulances or medical advice. Once you accept a case, the patient's care is yours.

Joining and staying verified

• Everything you tell us about your hospital must be true and current — its registration, its documents, who you are and your role.
• We check what you send. That includes looking up your registrations and calling your hospital on its own published number. We may also ask for a video walk-through or visit you.
• We decide whether to approve a hospital, and we may ask you to verify again later — for example when a registration expires, or when your admin, bank details or location change.
• Tell us straight away if your hospital closes, loses a registration, or stops having an emergency department.

Your location and status

• The emergency entrance you mark on the map is where we send patients. It must be the door of your emergency department, not the main gate or the middle of the campus.
• Moving it later needs our approval again, because it changes which patients reach you.
• Keep your dashboard status honest. Set it to Emergency Ready only when you can actually receive and treat emergencies, and switch to Busy or Offline as soon as you cannot.

Accounts and staff

• Each person who uses the dashboard should have their own account. Do not share passwords.
• Your hospital is responsible for everything done through its accounts. Remove anyone who leaves the hospital or no longer needs access.
• Keep the computers the dashboard runs on secure, and tell us at once if you think an account has been misused.

Handling cases

• Accept a case only if you can receive and treat that patient. If something changes after you accept, withdraw or refer quickly so the patient can be sent elsewhere — every minute matters to them.
• Treat every patient who reaches you through EMCY as you would any other emergency patient, whatever their means.
• Record what happened to each case on the dashboard — arrival, admission, referral or discharge — so the patient's family and EMCY know where things stand.

Fair dealing

You must not:

• pay or accept any commission, referral fee or other benefit for patients sent through EMCY, or ask anyone else to;
• divert a patient who chose your hospital to another place for any reason other than their care;
• charge a patient anything for EMCY itself, or anything beyond your normal charges because they came through EMCY;
• create false cases, accept cases you do not intend to treat, or give us or patients misleading information.

Patient information

• You may use a patient's information only to care for that patient in that case, and only staff who need it should see it.
• Do not copy it anywhere except into your own medical records for that patient, and do not use it for marketing or share it with anyone else.
• Once you record the outcome of a case, you hold its medical record. EMCY keeps clinical details only for a short, fixed period after that and then deletes them, as our Privacy Policy explains — so download the case record from the dashboard when you need it.
• Every look at a patient's details on the dashboard is logged, and patients can ask us who has seen their information.
• If you find that patient information from EMCY has been lost, stolen or seen by someone who should not have seen it, tell us immediately.

Fees and payments

Any fee EMCY collects from patients for your hospital, any fee you pay EMCY, and when and how money is paid out are as agreed with you in writing. Where we collect a fee from a patient and the care does not happen, the patient may be refunded as our Terms of Service explain.

No promise of patients

We cannot promise how many emergencies you will receive. That depends on where patients are, which hospitals are nearby and ready, and the choices patients and their families make.

Suspension and leaving

• We may pause your hospital at once — so that it receives no new emergencies — if we have a safety concern, if these terms are broken, or while we look into a complaint. We will tell you why.
• We may end your participation if these terms are seriously or repeatedly broken.
• You may leave at any time by writing to us. Cases already accepted must still be seen through.
• What you have promised about patient information continues after you leave.

Our responsibility

EMCY is provided "as is". We work to keep it running and accurate, but we are not responsible for the medical care a patient receives, for decisions made by your staff, or for delays caused by networks, devices or other things outside our control.

Changes

We may update these terms and will change the date above. We will email your hospital's admin about significant changes, and may ask you to accept the new version on the dashboard before you continue.

Contact

For anything about these terms, your hospital's account, or a complaint, write to emcysupport@gmail.com. Our Grievance Officer is named in the Terms of Service.