Terms & Conditions

Nurse Nellie is an online health information service designed to help patients prepare for a consultation with a healthcare professional.

Nurse Nellie may ask you questions about your health, symptoms, medical history and concerns. It uses this information to organise and summarise what you tell us so that relevant information can be made available to your healthcare professional.

This is intended to help you communicate your concerns and help your healthcare professional understand the reason for your consultation.

Nurse Nellie uses automated systems, including artificial intelligence (“AI”), as part of this process.

Do not use Nurse Nellie for a medical emergency.

If you believe you or another person may be seriously ill, seriously injured or in immediate danger, seek urgent medical assistance.

In Australia, call 000 or attend the nearest emergency department.

Examples include severe difficulty breathing, severe chest pain, symptoms of stroke, severe bleeding, loss of consciousness, severe allergic reaction, serious injury, or an immediate risk of self-harm.

Do not wait for Nurse Nellie or your healthcare professional to respond in an emergency.

Nurse Nellie helps collect, organise and communicate information. Nurse Nellie does not diagnose you, provide medical treatment, or replace your doctor, nurse or other healthcare professional.

Information or questions generated by Nurse Nellie should not be interpreted as a diagnosis or recommendation for treatment.

Your healthcare professional remains responsible for assessing the information available to them, determining what additional information is required, and making their own clinical decisions.

You should not delay seeking healthcare because you have used Nurse Nellie or are waiting for information from the service.

Information you provide through Nurse Nellie may be organised, summarised and made available to the healthcare professional or healthcare service associated with your consultation.

The purpose of this is to help your healthcare professional understand your history, symptoms, concerns and priorities.

Nurse Nellie does not guarantee that your healthcare professional will review every piece of information you provide before your consultation.

If something is important, urgent, worsening or particularly concerning to you, you should tell your healthcare professional directly.

Nurse Nellie uses AI and other automated technologies to help understand information, ask relevant questions and organise or summarise what you tell us.

Information you enter is sent to the UX1-operated Nurse Nellie backend so that the service can process your consultation. This backend is part of the Nurse Nellie service and is not a third-party AI model provider.

AI systems are useful but are not infallible. They can misunderstand information, omit relevant details, make incorrect assumptions or generate inaccurate information.

Nurse Nellie is designed to minimise the disclosure of identifying health information to third-party AI providers. Wherever practicable, identifying information is removed within the Nurse Nellie backend before information is submitted to third-party AI systems.

If you use voice input, Nurse Nellie will ordinarily attempt to process your voice using speech-recognition capabilities available through your browser or device. How that pathway processes voice depends on your browser and device provider. In limited circumstances, such as where that pathway is unavailable or unsuccessful, Nurse Nellie may use a third-party transcription service as a fallback.

When this fallback is used, your audio recording is sent to the transcription provider for the purpose of converting your speech to text. Because spoken information may include your name, other identifying information or health information, this information may be contained in the audio recording received by that provider.

The fallback provider processes the audio recording transiently for transcription. Nurse Nellie configures the service so that the audio is not retained by the provider after processing.

Your healthcare professional should use information generated through Nurse Nellie as an aid to, rather than a replacement for, their own clinical assessment and professional judgment.

Nurse Nellie has been designed to minimise unnecessary disclosure of identifiable health information.

For our ordinary AI processing, your consultation answers are first processed by the UX1-operated Nurse Nellie backend. Identifying information is removed there before clinical information is submitted to third-party AI model providers.

There is a limited exception where a third-party voice transcription service is required as a fallback. Because voice is processed before it can be transcribed and de-identified, identifying or health information spoken by you may pass through that service. The audio recording is processed for transcription and is not retained by the transcription provider after processing.

Other technology providers may process information where necessary to operate Nurse Nellie, including infrastructure, hosting, security and communications providers.

Further information about how we collect, process, store and protect personal and health information is provided in our Privacy Policy.

You should provide information that is accurate and complete to the best of your knowledge.

Nurse Nellie can only work with the information available to it. Missing, inaccurate or misleading information may result in questions or summaries that are incomplete or inaccurate.

Where Nurse Nellie gives you an opportunity to review or correct information, you should do so.

If you provide information about another person, you must have an appropriate reason and authority to do so.

Healthcare professionals using Nurse Nellie remain responsible for exercising their own professional judgment.

Nurse Nellie does not replace appropriate history taking, examination, investigation, diagnosis, treatment, documentation, follow-up or referral where these would otherwise be clinically indicated.

Healthcare professionals should review information generated through Nurse Nellie before relying upon it for clinical purposes or incorporating it into a clinical record.

Health information is sensitive personal information.

UX1 Pty Ltd handles personal information in accordance with our Privacy Policy and applicable Australian privacy laws.

Our Privacy Policy explains what information we collect, why we collect it, how it is used and disclosed, how it is protected, and how you can contact us about your information.

By using Nurse Nellie, you acknowledge that the information you provide will be processed as necessary to provide the service and make relevant information available to your healthcare professional.

Nurse Nellie may use third-party technology providers to operate parts of the service, including infrastructure, hosting, security, communications and AI services.

Where these providers process information on our behalf, we take reasonable steps to limit the information provided to what is required for that purpose and to protect personal information appropriately.

Third-party voice transcription is limited to the fallback circumstances described above and may process an audio recording containing identifying or health information before that information can be removed.

Nurse Nellie may also contain links to websites or services operated by other organisations. We do not control those services and are not responsible for their content, availability or practices.

We aim to make Nurse Nellie reliable and available, but we cannot guarantee that the service will always be available, uninterrupted or error-free.

We may modify, suspend or discontinue all or part of the service where reasonably necessary, including for maintenance, security, legal, operational or product-development reasons.

Nurse Nellie must not be relied upon as a mechanism for communicating urgent medical information.

If you need urgent assistance, contact your healthcare provider directly or seek appropriate emergency care.

You must not use Nurse Nellie:

• unlawfully or fraudulently;
• to interfere with or compromise the operation or security of the service;
• to attempt to gain unauthorised access to systems or information;
• to introduce malicious software or code;
• to impersonate another person;
• to submit information you are not entitled to provide; or
• in a way that infringes another person's rights.

We may restrict or terminate access where we reasonably believe the service is being misused.

Nurse Nellie and its software, design, branding and other proprietary materials are owned by UX1 Pty Ltd or licensed to us and are protected by applicable intellectual property laws.

You retain any rights you have in information you provide to Nurse Nellie.

Subject to these Terms, we grant you a limited, non-exclusive right to use Nurse Nellie for its intended purpose.

You must not copy, reverse engineer, reproduce, distribute or commercially exploit Nurse Nellie or its underlying technology except where permitted by law or with our written permission.

Some Nurse Nellie services may be provided without charge and others may require payment.

Where a fee applies, the applicable price and any recurring payment arrangements will be disclosed before purchase or subscription.

Any additional payment, cancellation or subscription terms presented at the time of purchase form part of these Terms.

Nothing in these Terms excludes any rights you may have under the Australian Consumer Law that cannot lawfully be excluded.

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law.

Nurse Nellie is intended to assist with collecting, organising and communicating health information. It is not intended to replace professional clinical assessment.

To the extent permitted by law, UX1 Pty Ltd does not guarantee that information generated by Nurse Nellie will always be complete, accurate or suitable for a particular clinical purpose.

Where our liability can lawfully be limited, it will be limited to the extent permitted by applicable law.

Nothing in these Terms is intended to exclude liability where doing so would be unlawful.

You may stop using Nurse Nellie at any time.

We may suspend or terminate access where reasonably necessary, including where these Terms have been materially breached, the service is being misused, or suspension is required for security, safety or legal reasons.

Provisions that by their nature should continue after termination will continue to apply.

We may update these Terms from time to time to reflect changes to Nurse Nellie, our business practices or applicable law.

The current version will be published on NurseNellie.com together with the date it was last updated.

Where a change materially affects your rights or the way a paid service is provided, we will take reasonable steps to notify affected users where required.

These Terms are governed by the laws of Victoria, Australia.

You and UX1 Pty Ltd submit to the jurisdiction of the courts of Victoria and applicable Commonwealth courts, subject to any rights you have under laws that apply regardless of this provision.

If you have questions or concerns about Nurse Nellie or these Terms, please contact UX1 Pty Ltd using the contact details provided on NurseNellie.com.