Privacy
How PaigeFlow collects, uses, retains and deletes information — for practices, for clinicians who contact a consult line, and for patients and families who receive a message.
Our role
PaigeFlow provides software to physician practices and medical groups. Where we handle protected health information, we do so as a business associate of the practice, under a business associate agreement. The practice determines what is collected and how long it is kept; we act on their instructions.
Messaging
PaigeFlow sends text messages and places calls on behalf of the practice to the clinicians who contact a consult line, to the scheduling staff and implant representatives the surgeon designates, and, only with recorded consent, to patients and their families. This statement covers all of that messaging, clinician and patient alike. Message frequency varies with consult volume. Message and data rates may apply. Reply STOP to end messages at any time and HELP for help. Mobile information is never shared with third parties or affiliates for marketing or promotional purposes.
What we handle
To carry a consult, our systems process the requesting clinician’s name, role, unit and callback number; the patient’s name, date of birth and medical record number; the clinical details the clinician provides, including mechanism, imaging findings as they describe them, NPO status and medications; radiograph images sent by the clinician; and the surgeon’s decision, timing and equipment requests. We also process contact details for a patient or family member where consent has been captured, and account details for practice users.
What we do with it
We use this information to deliver the consult to the surgeon, notify the people the surgeon designates, assemble a draft note for the surgeon to edit, and maintain the record and audit trail for the practice. We do not sell information, use it for advertising, or use consult content to train machine learning models.
Retention and deletion
Consult records, transcripts and imaging are retained under the practice’s configured retention period. A practice may export or request deletion of its records at any time. Where a message is sent to a patient or family member, the delivery record is kept with the consult so the practice can show what was sent and when.
Messages to patients and families
We contact a patient or family member only when consent has been captured and recorded, and only about a procedure the surgeon has already planned. Message and data rates may apply. Replying STOP ends messages immediately; replying HELP returns contact information.
Security
Our current security posture, including what is complete and what is required before live use, is set out on the Security and BAA page.
Your rights
If you are a patient or family member and want to know what was sent to you or ask that it be deleted, contact the physician practice that treated you; they control the record. You may also write to us at admin@paigeflow.com and we will work with the practice.
Changes and contact
We will post changes to this policy here with a new effective date. Questions: admin@paigeflow.com, PaigeFlow, Las Vegas, Nevada.
Talk to us about your department
We can walk through the consult record, the retention and access model, and what a trial with one on-call surgeon would involve. Nothing goes live in a department without your knowledge.