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Terms of Service

These are the terms for using healthcareops.marshall.work. They cover the site, the Invisible Operations Risk Scorecard, the design document we publish on it, and the fit check you can book here. They do not cover the work we do for clients — that is a separate signed agreement, and it wins wherever it and these terms disagree.

Effective September 22, 2026 Last updated September 22, 2026

1. Who we are

healthcareops.marshall.work is operated by Consumer Mesh LLC, a Michigan limited liability company, doing business as Marshall. Marshall is the name we trade under; Consumer Mesh LLC is the entity you are dealing with. In these terms, "we", "us" and "our" mean that company.

You can reach us at [email protected]. That address takes everything these terms mention, legal notices included.

2. These terms

These terms govern your use of healthcareops.marshall.work. Other sites on marshall.work, including the apex site at marshall.work itself, publish their own terms and privacy policy, and those govern those sites.

By using the site you agree to these terms. If you do not agree with them, the remedy is simple and available to you: do not use the site.

These terms are about the website. They are not about the work. If we agree to build a desk for you, that engagement is governed by the agreement we both sign, and where that agreement and these terms differ, the agreement governs.

3. What this site is, and what it is not

This site describes how we take manual, exception-heavy operations work and give it a desk that runs — and it offers two things you can take away: an assessment of your operation, and a design document showing the desk we would build.

Everything on it is general information about how we work. It is not advice for your situation, and it is not legal, financial, accounting, clinical, compliance or other professional advice. Nothing on this site creates a professional relationship between us, and nothing on it is a substitute for your own judgement or for advice from your own advisers.

We describe methods and designs, not results. Where one of our documents states its own limit — that it holds no measured turnaround times, no volumes and no throughput, because none has been measured — that limit is part of what we are telling you. Nothing on this site should be read as claiming more than the document it sits beside.

4. Who may use this site

You must be at least 18 years old and able to enter into a contract to use this site.

The site is written for people acting for an organization — a health plan, a provider group, a pharmacy operation, a supplier. If you use it on behalf of an organization, you confirm that you are allowed to act for that organization, and that it accepts these terms.

The scorecard and the documents we publish are written for business use. They are not meant for personal, family or household purposes, and the scorecard is not a consumer product.

5. Your use of this site

You may read the site, take the assessment, take the documents we offer, and get in touch. You may not:

  • break the law, or use the site to plan or carry out anything unlawful;
  • copy, scrape or harvest the site or its content in bulk, or use automated means to do any of those things;
  • submit the assessment automatically, or submit it repeatedly to distort the results we see;
  • get around the email gate, or take a document by any route other than the one the site gives you;
  • probe, scan or test the security of the site, or interfere with it or with anyone else's use of it;
  • reverse engineer any part of the site, or try to extract its source;
  • misrepresent who you are or who you act for;
  • send us anything malicious, or anything you are not free to send.

If we believe the site is being used in any of these ways, we may limit or block access — including by IP address, and including the per-IP limit on assessment submissions described in our privacy policy — with or without notice.

6. The Invisible Operations Risk Scorecard

The scorecard is a self-assessment. You answer twenty questions about how work moves through your operation, we add them up, and you see a total, a band and your highest-risk dimension. If you give us a first name and a work email, we email you a fuller report. The total itself is shown to you before we ask for anything.

It is a tool for thinking, not a verdict. The result reflects the answers you gave and the weighting in our method; a different method would produce a different number. It is not an audit, not a certification, not a compliance determination, and not a measurement of your compliance with any law or standard — the HIPAA rules included. Do not present it to anyone as any of those things.

We may change the questions, the weighting, the bands and the report at any time. We may also stop offering the scorecard.

The report is generated and emailed to the address you give us. If it does not arrive, write to [email protected] and we will send it manually. We do not guarantee delivery, and we are not responsible for a report that lands in a spam folder or is blocked by your mail system.

What you get in exchange for your email is described on the page itself. We use the address to send your report and a few related resources, as the form says, and you can unsubscribe at any time. Our privacy policy explains exactly what we store and who processes it.

7. The design, and other documents we publish

Some of our documents are open, and some we ask you to leave an email address for. When we do, we use that address to give you the document and to reply if you write to us.

When you take a document from us, we give you a licence to read it and to use it inside your own organization to plan and run your operations. That licence does not let you republish it, sell it, or pass it to another organization as your own material, and it does not transfer ownership of anything to you.

A document describes a design as at the date on it. It is not a warranty that the design suits your operation, your systems, your payers or your suppliers, and it is not a substitute for your own judgement or for advice from your own advisers.

8. The fit check, and the work

The fit check you can book from this site is a short conversation about one process that creates too much manual work. It is free, and it exists to find out whether there is a fit — nothing more.

Booking one is a request for a conversation, not an order. It does not commit either of us to anything beyond turning up, and it does not oblige us to take on work or you to give us any.

A fitting is the paid engagement that can follow: the working session with the people who know the process, the design, and whatever we agree to build. It happens only under a separate written agreement.

We may need to move or decline a call. If we do, we will use the contact details you booked with to tell you.

9. What things cost

The design is free. The fitting is what you pay for.

That sentence is the whole of our pricing on this site. Nothing here is an offer, a quotation or a price list, and no fee is agreed by anything you read or submit on the site.

What we build for you is provided under the separate written agreement described in "The fit check, and the work". The scope, the fees and the commercial terms are the ones in that agreement.

10. What you show us

This site is public, and the forms on it are not a confidential channel. Please do not send us trade secrets, regulated data or anything else you would not want disclosed, until we have agreed in writing how it will be handled.

When you talk to us on a fit check, that conversation is covered by what the site promises: what you show us stays with us, and it is not passed to another client. For a fitting, confidentiality is set out in the agreement, and where a process is genuinely yours alone, the agreement is where we say it is never copied and never reused.

11. Intellectual property

The Marshall name and wordmark, the text, layout, design and code of this site, the scorecard and its scoring method, and the documents we publish, belong to us or are licensed to us. Nothing in these terms transfers any of that to you beyond the limited licence described in "The design, and other documents we publish".

If you send us feedback, a suggestion or an idea about the site, the scorecard or our work, you allow us to use it without restriction or payment. Do not send us an idea you need to keep confidential or expect to be paid for.

If you believe something on this site infringes your copyright or another right of yours, write to [email protected] with enough detail for us to find the material and assess the claim. We will look at it and respond.

12. Information you send us, and health information

This site is marketing, and it is aimed at healthcare operations. That combination is exactly why this section exists and why it is not buried.

Do not send us protected health information. Not in the scorecard's answers, not in any field on this site, not in an email to us. The scorecard is built so that you never need to: its questions are about how work moves — who chases what, where a file waits, what happens when something unusual arrives — and none of them asks about a patient. Describe the process, not the people in it.

We are not acting as a business associate for anything submitted through this site, and no business associate agreement covers it. This site is not designed or secured to hold protected health information. If such information reaches us anyway, we may delete it without reading it or acting on it.

If your work needs a business associate agreement, private infrastructure, or a specific commitment about where data lives, raise it with us directly. That belongs in a contract, and we will handle it there rather than through a website.

Our privacy policy explains what we do collect through the site, what we do with it, and how to have it deleted.

14. Disclaimers

The site and everything on it, including the scorecard, its score, its bands and any report we email you, are provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, title and non-infringement.

We do not warrant that the site will be uninterrupted, timely, secure or free of errors, that the information on it is complete or current, that the scorecard or its scoring method is accurate or suitable for any purpose, or that any defect will be corrected. We may change, suspend or remove any part of the site at any time.

Some jurisdictions do not allow the exclusion of certain warranties, so parts of this section may not apply to you. Nothing in these terms excludes any liability that cannot lawfully be excluded.

15. Limits on our liability

To the fullest extent the law allows, we are not liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost business, lost opportunity, or the cost of substitute services, arising out of or relating to the site, the scorecard, a report we email you, or these terms — whether the claim is in contract, tort, negligence, strict liability or anything else, and whether or not we were told such a loss was possible. This includes any decision you take, or do not take, on the basis of a score or a report.

To the fullest extent the law allows, our total liability arising out of or relating to the site or these terms will not exceed one hundred US dollars (US$100). Where a claim relates to a paid engagement rather than the site, the limits in the agreement for that engagement apply instead.

16. Your responsibility to us

You will indemnify and hold us harmless from any claim, loss, liability and expense — including reasonable legal fees — that we incur because of your use of the site, your breach of these terms, or your violation of the law or of anyone else's rights, including any claim arising from regulated data or protected health information you sent us through the site in breach of "Information you send us, and health information".

17. Which law applies, and where disputes are heard

These terms are governed by the laws of the State of Michigan, without regard to its conflict-of-laws rules, and the United Nations Convention on Contracts for the International Sale of Goods does not apply.

You and we agree to bring any dispute arising out of or relating to these terms or the site in the state or federal courts located in Michigan, and each of us consents to those courts' jurisdiction and accepts that they are a convenient place to be sued. Either of us may seek relief in any court with jurisdiction to protect intellectual property.

18. Changes to these terms

We may change these terms. When we do, we will change the effective date at the top of this page, and the new terms apply from that date. Continuing to use the site after a change means you accept the terms as changed.

If a change materially reduces your rights, we will make it visible here rather than bury it: the effective date changes, and the change itself will be described in the section it affects. Because the site has no accounts, this page is the only notice we can give you — so if these terms matter to you, read them on the date that is printed at the top.

We may also suspend or end the site, or your access to it, at any time. The provisions that have to outlive your access do: the licence we grant you in the documents, and the sections on what you show us, intellectual property, disclaimers, limits on our liability, your responsibility to us, governing law, and general terms.

19. General

These terms, together with our privacy policy, are the whole agreement between us about the site. They replace anything said or written before.

If a provision is found unenforceable, the rest stays in force and the unenforceable part is limited or removed only as far as necessary. If we do not enforce a provision, that is not a waiver of it. You may not assign your rights under these terms without our written consent; we may assign ours as part of a merger, acquisition or sale of assets.

Notices to us go to [email protected]. Notices to you may go to the email address you gave us on the site, and are treated as received when sent. We may communicate with you electronically, and you agree that electronic records satisfy any requirement that a communication be in writing.

Section headings are for reading, not for interpretation. "Including" means "including without limitation". Nothing in these terms gives anyone who is not a party to them any right to enforce them.

20. Contact

Questions about these terms, notices, and anything else they mention: [email protected].

Consumer Mesh LLC, doing business as Marshall, Michigan.