Encryption and audit logs
How your patient data is encrypted, who on your team can see what, and what the audit log records for every action.
3 min read
Key terms
- Encryption at rest. Data scrambled while it is stored, so it is unreadable without the key.
- Encryption in transit. Data scrambled while it travels between systems.
- AES-256. A widely used standard for encrypting stored data.
- TLS. The standard that protects data moving over the internet, the same one behind the padlock in a browser.
- Audit log. A permanent record of who did what, to which record, and when.
Encryption
| Where the data is | How it is protected |
|---|---|
| Stored in 2care | AES-256 encryption at rest |
| Moving between your staff's browser and 2care | TLS 1.2 or higher |
| Moving between 2care and your EHR | TLS 1.2 or higher |
| Moving between 2care and payers | TLS 1.2 or higher, through a clearinghouse connection |
Clinical data is encrypted with a key that belongs to your practice. The encryption also detects tampering: if stored data were altered without the key, the change would show when it is read. Keys are held in a dedicated secure key store in your region.
Who can see what
Every request inside 2care is limited to the practice it belongs to. Your staff only ever see your own patients, and the practice is worked out from the signed-in account, never from anything a user types.
Within your practice, each person has a role.
| Role | Typical use |
|---|---|
| Owner | The account holder, who manages everything including other admins |
| Admin | Practice managers who set up users, phone lines and the agent |
| Clinic admin | Site leads in a group, who manage their own location |
| Staff | Front desk and clinical staff working the daily queue |
| Read-only | People who need to view but not change |
When the agent takes a patient call, it is tied to your practice by the number the patient dialled. Everything it reads or writes on that call stays within your practice.
What the audit log records
Every consequential action in 2care is written to the audit log.
| Recorded | Example |
|---|---|
| Who | The staff member, or "system" for the agent and background work |
| Where | Your practice and, in a group, the site |
| What | The action, such as an appointment booked or a patient updated |
| Which record | The patient, appointment or setting affected |
| When | The date and time |
| From where | The network address the action came from |
The log covers bookings, reschedules and cancellations, patient records, phone lines and routing, agent changes, user invitations and role changes, and EHR connection changes.
Availability
2care runs at 99.9% uptime. Each region runs on its own, so work in one region is independent of the others. See data residency.
Questions
Is everything stored encrypted?
Yes. Patient data stored in 2care is encrypted at rest with AES-256, and clinical data also carries your practice's own key.
Can 2care staff read our patients' records?
2care's team accesses your data only to provide and support the service under your BAA or DPA. That work is carried out in your region and recorded in the audit log.
Does the agent's work appear in the log?
Yes. Bookings, cancellations and patient updates the agent makes are recorded alongside your staff's actions, so you see one history for every record.
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