LEO360 UK – Frequently Asked Questions (FAQ)

1. About LEO360

• What is LEO360?
• Who provides the clinical service?
• What LEO360 does and does not do
• Roles of GPDQ Group, clinicians, and Lyons Global LTD

2. Roles and Responsibilities

• Responsibilities of Healthcare Assistants (HCAs)
• Responsibilities of LEO360 customer staff (non-clinical operators)
• Responsibilities of licensed clinicians
• Responsibilities of Lyons Global LTD (LEO360)

3. Clinical Scope and Safety Boundaries

• Clinical activities not performed by LEO360
• Clinical decision-making responsibility
• Handling clinical concerns during a consultation
• Patient safety expectations

4. Data Protection, Privacy, and Consent (UK GDPR)

• LEO360 data processing role
• Clinical data handling and storage (GPDQ / Semble)
• Technical logs and system monitoring
• Website analytics and cookies
• Patient consent points and purposes

5. Robot Setup and Usage

• Preparing the robot for use
• Starting a consultation session
• Supporting patients during a session
• Privacy and environment requirements
• Actions staff must not perform

6. Technical Issues and Troubleshooting

• Common technical issues
• Basic troubleshooting steps for HCAs and operators
• Video and audio issues
• Robot connectivity or system failures
• Consultation interruption handling

7. Incident Handling and Escalation

• Clinical incidents vs technical incidents
• Responsibilities during consultation failure
• Required actions by HCAs
• When and how to escalate issues

8. Support and Contact Information

• When to contact Lyons Global support
• How to submit a support ticket
• Information required for support requests
• Support availability and response expectations