Your practice took
years to build.
We protect it in seconds.

1. Who We Are

The Bridge is an AI-powered patient complaint resolution system operated by The Bridge AI Ltd ("we", "us", "our"). We are committed to protecting the privacy and confidentiality of all data processed through our platform.

2. Data We Collect

When a patient submits a complaint through The Bridge portal, we collect the information provided in the submission form, including name, contact details, treatment information, and the nature of the concern. We also collect technical data such as IP address and browser type for security purposes.

3. How We Use Your Data

Data submitted through The Bridge is used solely to facilitate the complaint resolution process between the patient and the healthcare practice. This includes acknowledging receipt of complaints, triaging risk level, drafting response letters for practice manager review, and maintaining an audit trail. We do not use patient data for marketing, profiling, or any purpose beyond complaint resolution.

4. Legal Basis for Processing

We process personal data under Article 6(1)(b) of the UK GDPR — processing necessary for the performance of a contract — and Article 9(2)(h) for special category health data — processing necessary for the provision of health or social care. Healthcare practices using The Bridge are data controllers; The Bridge AI Ltd acts as a data processor.

5. Data Retention

Complaint records are retained for a minimum of 8 years in line with NHS and private healthcare record-keeping guidelines, unless the client practice specifies a longer retention period. Patients may request deletion of their data subject to legal retention obligations.

6. Data Security

All data is encrypted in transit and at rest. Access is restricted to authorised personnel of the relevant healthcare practice only. We maintain technical and organisational measures in line with UK GDPR requirements and conduct regular security reviews.

7. Your Rights

Under the UK GDPR, you have the right to access, correct, delete, or restrict processing of your personal data. You also have the right to data portability and to object to processing. To exercise these rights, contact the healthcare practice through which you submitted your complaint, or contact us at privacy@thebridge.ai.

8. Complaints to the Regulator

If you believe your data has been handled unlawfully, you have the right to lodge a complaint with the UK's data protection authority, the Information Commissioner's Office (ICO): ico.org.uk · 0303 123 1113.

9. Data Transfers

Data is processed within the UK and European Economic Area only. We do not transfer personal data to countries outside these regions without appropriate safeguards.

10. Contact

For any privacy-related queries: privacy@thebridge.ai

1. Acceptance of Terms

By accessing or using The Bridge platform, you agree to be bound by these Terms of Service. Healthcare practices ("Clients") using The Bridge agree to these terms on behalf of their organisation. These terms form a legally binding agreement between The Bridge AI Ltd and the Client.

2. Description of Service

The Bridge provides an AI-assisted patient complaint management system including: a patient-facing complaint intake portal, automated acknowledgement emails, AI-powered risk triage and classification, AI-drafted response letters for human review, a case management dashboard, and a CQC-compliant audit trail. The service is provided on a managed basis; The Bridge AI Ltd retains responsibility for platform maintenance and uptime.

3. Permitted Use

The Bridge is licensed for use by registered healthcare practices operating within the United Kingdom. The platform may only be used for legitimate complaint management purposes. Clients must not use the platform to harass, mislead, or disadvantage patients. All responses sent to patients must be reviewed and approved by an authorised human representative of the Client before sending.

4. Client Responsibilities

Clients are responsible for: maintaining the accuracy of their practice and clinician information within the system; ensuring that all staff who access the platform are appropriately trained; reviewing and approving all AI-drafted responses before they are sent to patients; complying with their own regulatory obligations under CQC registration, GMC guidelines, and NHS complaint handling frameworks where applicable.

5. AI Limitations and Human Oversight

The Bridge uses artificial intelligence to assist with complaint triage and response drafting. AI-generated content is provided as a starting point for human review only. The Bridge AI Ltd makes no warranty that AI-generated triage classifications or response drafts are accurate, complete, or appropriate for any specific circumstance. Clients bear full responsibility for all responses sent to patients. The Bridge AI Ltd shall not be liable for outcomes arising from approved responses.

6. Data Processing

The Bridge AI Ltd acts as a data processor on behalf of Client practices, who remain data controllers. A separate Data Processing Agreement (DPA) is provided to all Clients and forms part of the service contract. Processing is conducted in accordance with UK GDPR and the Data Protection Act 2018.

7. Intellectual Property

The Bridge platform, including its software, design, AI models, and documentation, is the intellectual property of The Bridge AI Ltd. Clients are granted a non-exclusive, non-transferable licence to use the platform for the duration of their service agreement. Clients retain ownership of all patient data submitted through the platform.

8. Limitation of Liability

To the fullest extent permitted by law, The Bridge AI Ltd shall not be liable for indirect, incidental, or consequential damages arising from use of the platform. Our total aggregate liability shall not exceed the fees paid by the Client in the 3 months preceding the claim. Nothing in these terms limits liability for death, personal injury caused by negligence, or fraudulent misrepresentation.

9. Termination

Either party may terminate the service agreement with 30 days' written notice. Upon termination, Client data will be exported and provided to the Client in a portable format within 14 days, after which it will be securely deleted from our systems, subject to any legal retention obligations.

10. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact

For any queries regarding these terms: legal@thebridge.ai