Privacy policy

OnePatient helps allied-health clinics keep patients in care. This policy explains what personal information we handle, why, and your choices. We follow the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

Who we act for

• Patients of a clinic. Your clinic decides to use OnePatient and controls your information. We handle it only on the clinic's behalf, under an agreement with them, to help them contact you about your care. For questions about your records, contact your clinic first.
• Clinic staff who use OnePatient. We handle your account details (name, email, role) to run the service.

What we hold

• From the clinic's practice system (for example Cliniko): patient names, mobile numbers, email addresses, dates of birth, appointment history and types, treatment-case names, practitioner, and invoice totals.
• Messages between the clinic and patients sent through OnePatient, and replies.
• Opt-out records, so we never message someone who asked us to stop.
• For staff: name, email, role, sign-in and audit records.

We never copy or store clinical notes, Medicare numbers or home addresses.

How it is used

• To show clinic staff which patients may have fallen out of their care plan, and to help them send a follow-up message. Patients reasonably expect this, because it is about the care they started with the clinic.
• To route replies back to the right clinic, honour opt-outs, and show the clinic results (for example rebookings).
• To secure, support and improve the service. We do not sell personal information or use it for advertising.

Automated suggestions — a person always decides

OnePatient uses software to rank which patients a clinic might contact, and AI to draft message wording. These are suggestions only. A clinic staff member reviews every message and presses Send. Nothing is sent to a patient automatically, and the ranking does not decide anyone's treatment.

AI and de-identification

Drafting and summaries use an AI provider (Anthropic) under terms that prohibit training on our data. Before anything is sent, we remove identifying details. Patients are replaced by codes, and only a first name is used in a message draft. Phone numbers, email addresses, dates of birth and notes are never sent to the AI provider.

Where information is stored and who else handles it

Our database and application run in Sydney, Australia. Some service providers process limited information outside Australia to deliver the service:

• Twilio: SMS delivery (mobile number, message text).
• Resend: email delivery (email address, message text).
• Anthropic: de-identified AI drafting.
• Stripe: clinic billing (no patient information).

These providers may store data in the United States and other countries. We share only what each needs, and bind them by contract to protect it.

Security

Access is limited by role. A clinician sees only their own patients, and access controls are enforced in the database. Practice-system keys are encrypted. Data is encrypted in transit. Two-step sign-in is available, and privileged actions are logged.

How long we keep it

• We keep messages and contact history for up to 7 years, or until the clinic deletes its account (earlier on request).
• We keep AI usage logs (without message content) for 12 months.
• We keep opt-out records permanently, so a patient's request to stop is always respected.

When a clinic leaves, we delete its data except the audit log and opt-out records. The clinic remains the holder of its own patient records in its practice system.

Stopping messages

Reply STOP to any text, or use the unsubscribe link in any email, and that clinic won't message you through OnePatient again.

Access, correction and complaints

You can ask for access to, or correction of, your information. Patients should contact their clinic, and we will help the clinic respond. If you are unhappy with how a complaint is handled, you can contact the Office of the Australian Information Commissioner (oaic.gov.au).

Data breaches

If a breach is likely to cause serious harm, we notify the affected clinic straight away. The clinic, with our help, notifies affected people and the OAIC under the Notifiable Data Breaches scheme.

Contact

Privacy questions: support@tryonepatient.com