Last Updated: 3 June 2025
ER 24/7 Emergency Medical Services (“ER 24/7”, “we”, “our”, or “us”) is committed to protecting your privacy and ensuring the responsible handling of your personal information. This Privacy Policy explains how we collect, use, store, and share your information through our mobile applications – the ER 24/7 Customer App and Paramedics App – and through our CRM system and associated services.
By using our apps, you agree to the terms outlined in this policy.
- Information We Collect
We collect and store the following types of information:
- a) Personal Information (Customer App)
- Full name
- Contact details (phone number, email address)
- Emergency contact/Next of Kin details
- Physical address and live location (GPS)
- Medical history (e.g., allergies, chronic conditions, medications)
- Medical aid details (if applicable)
- b) Usage Information
- SOS call logs
- Date, time, and nature of emergency
- App usage patterns and interactions
- GPS-based tracking to enable emergency response
- c) Paramedics App Data
- Assigned call information
- Ambulance dispatch data
- Location tracking for routing and response
- Medical treatment notes (where applicable)
- d) System Data (CRM Integration)
- Patient profile and emergency history
- Time stamps of requests, responses, and handovers
- Hospital referral and admission records
- How We Use Your Information
We use the collected data to:
- Provide fast, effective, and life-saving emergency medical response
- Dispatch the nearest available ambulance
- Share necessary information with hospitals for preparedness
- Communicate with your designated emergency contacts
- Facilitate claims with your medical aid provider (if opted-in)
- Improve our app, response times, and overall service delivery
- Maintain complete and accurate medical logs for future emergencies
- Data Sharing and Disclosure
We only share data where necessary for medical response and legal compliance:
- With certified paramedics using the Paramedics App
- With hospitals receiving the patient for continued care
- With your medical aid provider, only if you opt-in
- With ER 24/7 Call Centre agents for operational coordination
- With law enforcement or regulatory authorities where required by law
We do not sell, rent, or trade your personal information.
- Data Security
We implement stringent security measures to protect your data, including:
- Encrypted storage of personal and medical information
- Secure cloud-based CRM access with limited and role-based permissions
- End-to-end encryption of data between customer and paramedic devices
- Regular system audits and security updates
- Secure logins and two-factor authentication for paramedic users
- Your Rights and Choices
You have the right to:
- View and update your personal or medical information
- Opt-out of medical aid sharing at any time
- Request deletion of your data from our systems
- Withdraw consent to processing (with implications for service availability)
- Contact our Data Protection Officer for any queries
To exercise any of the above rights, email: privacy@er247.co.bw
- Data Retention
We retain your data only for as long as necessary for the purposes outlined above:
- Medical records are retained to comply with Botswana healthcare regulations
- Non-sensitive data may be retained for service and statistical analysis
- Upon written request, data may be anonymized or deleted unless required by law
- Children’s Privacy
This app is not intended for use by individuals under the age of 13 without parental or guardian consent. If we become aware of data collected from a minor without permission, we will take steps to remove it.
- Updates to This Policy
We may update this policy to reflect changes in our practices or legal requirements. All changes will be posted within the app and on the official ER 24/7 website.
- Contact Us
For questions, concerns, or data requests, please contact:
Data Protection Officer
ER 24/7 Emergency Medical Services
Email: privacy@er247.co.bw
Phone: +267 3910088
Website: www.er247.co.bw