Privacy Policy

This policy applies to the Palliative App mobile application, public website, administrative dashboards, APIs, and related support services operated by Palliative app.

Participating palliative-care organisations decide which patient, caregiver, volunteer, and staff records are entered and how those records are used in their care operations. Depending on the context, that organisation may be responsible for deciding the purpose of processing, while Palliative app processes information to provide and secure the service. Each organisation remains responsible for obtaining any consent, authorisation, or other legal basis required for the data it enters.

Account and organisation information

• Names, email addresses, phone numbers, user IDs, roles, and account status.
• Organisation, unit, administrator, subscription, invoice, and payment-history details.
• Support requests and communications sent to us.

Patient and care information

• Patient identity, age, gender, address, phone numbers, registration details, and caregiver contacts.
• Diagnoses, conditions, symptoms, vital signs, assessments, care plans, medicines, prescriptions, clinical notes, visits, and service history.
• Equipment, medicine inventory and supply, social-support, volunteer, and operational records.
• Signatures, user-selected photos or files, and generated care reports where these features are used.

Device and technical information

• Authentication tokens, app version, device or browser information, IP address, timestamps, security events, and server error logs.
• Limited assessment drafts and recent history cached in private app storage so authorised work can be resumed.

We process information only as needed to:

• Authenticate users and enforce role-based access.
• Maintain care records and coordinate visits, assessments, medicines, equipment, volunteers, and social support.
• Generate reports and support operational administration.
• Provide customer support and important service communications.
• Protect the service, investigate misuse, troubleshoot errors, and meet legal or contractual obligations.
• Improve service reliability and usability using operational information that is appropriate for that purpose.

The Android app uses internet access to connect securely to the service. Microphone access is requested when an authorised user starts speech-to-text. The app retains the resulting text, not an audio recording; the speech-recognition provider installed on the device may process audio under its own terms.

Camera or photo access is used only when a user chooses to capture or attach an image. Bluetooth access supports compatible audio accessories during dictation. Permissions should be denied when the related feature is not needed; core records can still be entered manually.

We do not sell or rent personal data. Information may be disclosed:

• To authorised users within the participating organisation, according to their role and responsibilities.
• To hosting, database, backup, communications, security, and support providers acting on our behalf and subject to appropriate safeguards.
• When the organisation directs us, or when the affected person requests or consents to a disclosure.
• When required by applicable law, a lawful order, or to protect people, rights, security, and service integrity.
• As part of a merger, restructuring, or asset transfer, subject to applicable confidentiality and legal requirements.

Production records are transmitted using HTTPS/TLS. The Android app stores its login credential in platform-protected encrypted storage, keeps app data in private storage, blocks clear-text network traffic, and disables Android backup and device transfer for app data.

We use administrative and technical controls such as authenticated APIs, password hashing, role-based permissions, controlled infrastructure access, and operational monitoring. No internet service can guarantee absolute security. We respond to reportable incidents according to applicable law and contractual duties.

Account and organisation data are generally retained while the service relationship remains active. Patient and clinical records are retained according to the participating organisation's instructions and applicable healthcare, clinical-record, contractual, and legal requirements. Security and diagnostic logs are retained only for an appropriate operational period.

To request account closure, access, correction, export, or deletion, contact the organisation that issued the account or contact us using the details below. We may need to verify the requester and coordinate with the responsible organisation. Approved data may be deleted, de-identified, or placed beyond active use, except where retention is legally required.

Depending on applicable law and your relationship to the information, you may ask to access, correct, export, restrict, object to, or delete personal data, and may withdraw optional consent where processing relies on consent. Patient-data requests should normally be made first to the healthcare organisation that collected the information so it can verify and instruct the appropriate action.

Palliative App does not offer self-service accounts to children. A participating care organisation may enter records about a minor receiving care. In that case, the organisation is responsible for the appropriate legal basis and any required parent or guardian authorisation.

Service providers may process information in locations other than the user's location. Where applicable, we and participating organisations are responsible for using appropriate contractual, organisational, and technical safeguards for such processing.

We may update this policy when the service, law, or our privacy practices change. Material changes will be identified by updating the date at the top of this page and, where appropriate, by providing notice through the app, website, or direct communication.

For a privacy question, data request, or security concern, include your name, organisation, role, and enough information for us to verify and route the request. Do not send patient health information in an initial phone message.