Guide to using JICHEKI

Anyone can use JICHEKI to set up appointments for access to various health services. Appointments scheduled at JICHEKI are connected to a specific health care provider working with staff providing support to complete all scheduled appointments. Support staff are involved in keeping all health care records provided to clients who booked appointments through JICHEKI.

JICHEKI is available on the www.jicheki.org website FHI 360 and local project partners  in Tanzania are considered "auditors" of JICHEKI in Tanzania

EpiC/FHI360 is committed to protecting and respecting the privacy of all people who use JICHEKI. All information collected by the JICHEKI system will be kept in accordance with government rules and guidelines. All customers using JICHEKI confirm that they have read the manual, understood it, and agreed to the procedures for how to use JICHEKI. The guidelines define what customer information is collected in JICHEKI, why we collect this information, and how it is safely maintained.

Content:

1. The meaning of key words
2. How information is gathered?
3. What kind of information do we collect and how do we use it?
4. How will your talents be shared?
5. How can we protect and manage your information?
6. What kind of communication will you receive from JICHEKIECH?
7. How can you change your communication choice and withdraw from JICHEKI communications?
8. How do you manage or delete your information on JICHEKI?
9. What is the legal age limit allowed to use JICHE?
10. How do you contact JIKI/FHI 360 with questions?

Key words:

• Personal Identification Information (MBK): Information that can be used to uniquely identify a person, distinguish, or enable them to trace their identity, such as name, phone number, email address, date of birth, location information, address, and national identity. MBK may continue to include information that is connected or potentially linked to an individual such as medical details, gender and type of people. MBK is also referred to as "personal identifying information" in this guide. Group or individual information that cannot be linked to an individual will not be treated as MBK.
• Supervisor: the unit or units in charge of the entire JICHEKI system to explain the purpose and means of collecting personal information on the JICHEKI system. FHI 360 as an international administrator, along with its partners, i.e. CSOs of relevant programs within the country (Tanzania), are the administrators of JICHEKI, and are called "us" in this guide.
• Customers: Anyone who uses JICHEKI to be able to register health services for themselves or on behalf of others using providers or customer support staff. Customers are also called "you" in this guide.
• Providers: Health care providers registered at JICHEKIECH, who may be physicians/clinicians, nurses, community-level providers or trained to provide health care, laboratory staff, counselors, psychotherapists, pharmacy workers, and other individuals with the skills to provide the health care that clients need when they book an appointment at JICHEKIECH. Providers are able to view appointments booked at JICHEKI at providers' clinics to provide information on the time that clients arrive for appointments and provide information on services provided to clients. [Prepare information according to the context of the application implementation]
• Customer support staff: People who have been given access to appointments booked on JICHEKI and may be "educators/advocates/peer coordinators" who help reach people in need in the community and help them book appointments on JICHEKI. This may also include "customer affairs supervisors" who typically serve a group of clients for long-term services and can view the history of appointments their clients have placed on JICHEKI including service delivery information reported by providers. [Prepare information according to the context of the application implementation]

How does JICHEKI collect your information?

• You automatically place your information on JICHEKI when you schedule an appointment on JICHEKI, including your phone number, date of birth, and name (or nickname). Providers use this information to verify your identity before offering in-person or online help. JICHEKI will use your phone number to send you confirmation of appointments and reminders via text message on the phone (SMS).
• JICHEKI automatically collects information when you visit JICHEKI, such as your address, your location in general (city and country), the time of visit, and the type of device (i.e. smartphone or computer) and operating system used to access JICHEKI, which is used to understand website traffic.
• You can request assistance from providers, peer educators or customer assistant staff to be able to book an appointment on your behalf at JICHEKI. In an assisted setting, service providers or customer support staff may place your information on JICHEKI after verifying them from you.
• You can identify or refer someone else for services on this JICHEKI system using a link labeled "client referral". Or you can be introduced to the service on JICHEKI by someone else. Customers who send referrals will send a phone number and name/nickname on JICHEKI to each customer they wish to identify.
• Service providers or assistant staff who helped you book appointments can take additional information and put them in your records on JICHEKI. This could include whether you arrived to receive care based on your appointment and information about the health care you received while receiving care. Learn more about the types of information collected on JICHEKI in the section below.

What kind of information do we collect and how do we use your information?

• Appointment appointment information: Your name (or nickname), your phone number, date of birth, and the health care you wish to access are collected when you make an appointment appointment on JICHEKI. This information is used to send you a reminder of your upcoming appointment and allows JICHEKI to share details of your appointment appointment with the provider where your appointment was made by your designated customer support staff. It helps service providers and customer support staff find your appointment record on JICHEKI and verify your ID and your requested services.
• Other demographic information: Additional demographic information may also be asked when you make appointment appointments on JICHEKI, such as gender, recognition of how and membership of some groups, which allows us to ensure that all groups are treated equally.
• Sexual health information: You can complete a sexual health care assessment on JICHEKI, which asks a number of questions to determine your HIV status and risk level of HIV and other STI. Your answers to these questions allow JIC to advise you of specific health services you can put on JICHEKI. Your answers to the individual questions of this review are kept confidential and are not shared with service providers or customer support staff.
• Health care information: Your provider and/or authorized client assistant for your appointment record can report the health care you have received and the results of the screening based on the appointment you have scheduled through JICHEKI, including the ability to add additional information. This information is collected to ensure customers are provided with full and effective health services and to allow the customer management system to understand customer history about the services provided by providers at JICHEKI.
• Customer feedback information: You may be given the option to comment on your scheduled appointments through JICHEKI. This information is used to understand your experience of accessing services through JICHEKI to improve the quality of care.
• Client referral information: JICHEKI collects the phone number, how, and specific health services to be provided to each contact entered into the JICHEKI client referral tool. This information is used to text each referral and to track the details of referrals sent by JICHEKI. This information is also used for the customer's authorized assistant and service provider on JICHEKI so they can track registered customers through handwriting to help them access services through the JICHEKI mfump.
• Location information: The web browser you use to access JICHEKI can request your permission to share your current location with JICHEKI. This information is not stored on JICHEKI, but is used to personalize your experience when using JICHEKI, including showing the providers closest to your current location.
• Cookies and other tracking information: When you visit JICHEKI, the site will automatically collect some information to help us understand the traffic of our website, including your IP address, common location (country/city), device type (smartphone or computer), and date and time of access.
• We do not use customer information for future or commercial use.

How is your information used?

• Your request for appointment placement will be served confidentially by the provider with whom you have arranged to meet with and the client assistant of their choice. This provider and peer educator can alter the record of your meeting with another provider or client assistant based on your request and consent (e.g. if you wish to change your appointment to another clinic).
• Clinical data, including details of the health care you have received and the results of the disease screening based on your encounter with the doctor/nurse through JICHEKI can be seen and edited by the provider to whom you are enrolled. Your provider may also allow another provider in JICHEKIECH to complete reporting or certain diagnostic results or dispensing medications based on your record of meeting with a doctor in JICHEKIECH (for example, if your provider allows the lab to access your meet record to report the results of the diagnosis or allow the pharmacist to report the medication delivery to you).
• JIKI does not transfer your personal information to another information storage or state/national information system. Only general and anonymous information can be shared and reported to governments and donors, upon request. According to regulations set by the Ministry of Health, providers may be forced to report their provided services to the government, but that will be handled by your provider and not on JICHEKI.
• Program staff can use general appointment information (without identifying the client) to help ensure that all groups can access and receive services through JICHEKI.
• Customers who accept JICHEKI's Terms of Use give their consent to transfer their information outside Tanzania to a secure JICHEKI server where JICHEKI administrators can access your information to provide management support to service providers and client support staff.

How do we protect and ensure the security of your information?

We take great care to protect our customers' information. Technological measures have been taken to prevent unlawful or unlawful access to the information of all customers who used JICHEKI against loss or unintentional destruction of the information. Employees who have been allowed access to JICHEKI information are trained to protect information from any illegal or unlawful access and use. We protect and protect your information in the following ways:

• Staff trained in management, adjudication and psychological counseling are carefully assisting clients and handling their information with confidentiality and security. Our clinical partners have met national standards and are following health reporting guidelines set by the Ministry of Health.
• JICHEKI is using a series of security measures to protect customers and their information, including using Secure Socket Technology (SSL) that exposes your communications with JICHEKI, hosting on high-capacity secure servers, backup service outside the office with a military encryption device, and password-protected user logins.
• Your phone number used to request an appointment on JICHEKI is protected on JICHEKI. The phone number is hidden on the server and not open to service providers and customer support staff. Whenever necessary to be used (sending customers SMS or contacting service providers or customer support staff to contact you), JICHEKI uses the key to reveal the phone number. The JIC information does not include your personal information and your phone number.

What kind of communication will you receive from JICHEKI?

You can receive the following types of communication from JICHEKI:

• A text message for appointment confirmation is sent to the phone number used to book the JICHEKI immediately after the appointment is saved on JICHEKI. This message will not include the specific health services you wanted for your appointment.
• Two short messages to remind appointments are sent to the phone number used to book JICHEKI. The first reminder message is sent 48 hours before the scheduled appointment and the second message is sent 24 hours before the scheduled appointment. This message will not include the specific health services you wanted for your appointment.
• One short follow-up message is sent to the phone number used to book JICHEKI at 12pm local time for the scheduled appointment day. This message contains a link to an online survey where you can give your opinion about your appointment. This message will not include the specific health services you wanted for your appointment.
• A text message is sent to the phone number used to book a JICHEKI when there is a change made to the date, time, provider, or customer support assigned.
• A text message is sent to the phone number registered at the JICHEKI appointment when tests are reported by the lab or a lab professional, along with instructions to call to find out about your specific results. The message will not reveal any information about health care or specific outcomes.
• Text messages from JICHEKI as part of planned messaging campaigns relevant to health services that you have used through JICHEKI or to share new or changed health care information available through JICHEKI.
• A text message, or WhatsApp message from the provider with whom your appointment is scheduled or from any other member of the customer support team who has been given access to your appointment. They can call you to confirm your appointment, help you reschedule it for days or other times, or gather information from you before your appointment. The provider/customer assistant should verify their identity first and require you to verify your identity by confirming the name/surname and date of birth you used at the appointment before discussing any personal or health issues.

How can I edit my communication preferences and unsubscribe from JICHEKIECH communication?

You can edit your communication preferences on JICHEKI using the following methods:

• Select "Remove from text messages" when requesting an appointment on JICHEKI or ask the provider or customer assistant to select this option when they request an appointment on your behalf. Choosing this option will prevent JICHEKI from sending you any SMS messages for those specific appointments (it will not affect any direct messages sent to different appointments).
• Select "Do Not Call" when requesting an appointment on JICHEKI or request a provider or customer assistant select this option when they request an appointment on your behalf. Choosing this option will inform service providers and other customer support staff to avoid contacting you using the phone number you have provided and take great care to verify your identity if it becomes necessary to send you a message.
• Contact a customer management system provider or manager so that your phone number can be registered on JICHEKI or so that you can provide your regular contact information (such as WhatsApp number or other contact information).
• To stop receiving all SMS from JICHEKI, please contact us via email or phone number under these Terms of Use. We can block all SMS from JICHEKI to your mobile phone number and permanently.
• When you receive an SMS from JICHEKI, it will include a phone number that can be dialed or texted to unsubscribe from future contacts.

How do you manage or delete your information on JICHEKI?

We give you the ability to access, correct, or delete your information. You can manage your information through the following ways:

• Call the phone number shown on the pending ID confirmation message via JICHEKI to correct or delete your information.
• Start a conversation with us on the home page and ask to speak with your authorized customer support worker, who can help you find, correct, or delete your information on JICHEKI. When you start a conversation with us on the home page, the conversation is supported by WhatsApp, Facebook, Telegram, and/or Viber. [Adapt statement describing the chat platforms used in the country]
• Meet with your providers face-to-face during appointments booked through JICHEKI and ask them to correct/delete your information. Requests to access, edit, or delete your personal information on JICHEKI may be made after service providers or customer support staff have verified your identity. Once your ID is confirmed, your application will be accompanied immediately or within 10 days. If you are unable to submit your request to supervise or delete your personal information on JICHEKI in the ways described above, send an email with your request to privacy@fhi360.org.

What's the minimum age to use JICHEKI?

If you are 15 or older, you can use JICHEKI to be able to organize health care for you. If you're underage, you can ask your parent or guardian to help you organize health care on your behalf. On the final page of organizing services on JICHEKI, parents can answer the question "I am organizing services on behalf of ..." by choosing "my baby". No proof of age will be required to prepare services on JICHEKI, however, the provider may request proof of age (such as an ID card) and may refuse to provide services if it is illegal to provide such services without the consent / presence of a parent or guardian. FHI 360 shall not be liable for any cause of action arising out of noncompliance with this provision.

How to contact JIKI/FHI 360 for questions? If you have any questions about this policy, you can contact us as described below:

FHI360 Tanzania Office (Internal JIKI Supervisor)

• Contact us by email at: Tanzania.info@fhi360.org
• Contact us by phone at: +255 22 2601395, +255 745 570 360
• Our officers are located at: OASIS Office Park, 5th Floor, Off Haile Creek Road, Plot No. 14/15, Oyster Bay, P.O. Box 78082, Dar es Salaam.

- FHI 360 International: Danny Simmonds

• Send us an email to GoingOnline@fhi360.org
• Send a request to change or delete the customer's personal information to privacy@fhi360.org
• The FHI 360 office is located at: FHI 360 Headquarters, 359 Blackwell Street, Suite 200 Durham, NC 27701, United States.