How patient data is used
What patient data 2care handles, the one purpose it is used for, and the commitment that it never trains shared models.
3 min read
Key terms
- Patient data. Anything 2care handles that relates to one of your patients, from a caller's name to an appointment reason.
- Shared model. An AI model used across many customers. Your patients' data never goes into training one.
- Permitted uses. The uses your BAA or DPA allows, tied to the services 2care provides to your practice.
The one purpose
2care uses your patient data to do the work your practice asked for: answer calls, book appointments, send messages, check eligibility and run outreach. Your BAA (US) or DPA (UK, EU and India) sets those permitted uses and bars any other. See HIPAA and the BAA and GDPR and DPDP.
What 2care handles
| Data | Why it is needed |
|---|---|
| Caller details | To recognise a returning patient and avoid a second chart |
| Call recordings and transcripts | So your staff can review calls and warm transfers carry the full context |
| Appointments | To find open times and book, reschedule or cancel in your system |
| Insurance details | Saved as a draft for your staff, and used for eligibility checks if switched on |
| Phone numbers and message history | To send confirmations, reminders and outreach |
| Medicaid renewal dates | Only for renewal campaigns your practice runs |
Never used to train shared models
Patient data is never used to train shared models. What your patients say on a call is used to serve that call and your practice, and nothing else.
Improving your agent
Changes to your agent are tested before they reach your line, using simulated callers, not your patients' calls. See how changes are tested.
If your practice opts in, live calls can also be graded against your own practice's checklist. That grading is used to improve your practice's agent, and any fix it suggests is tested and approved by a person before it goes live.
Who sees patient data
- Your staff. People at your practice, according to their role. See encryption and audit logs.
- The agent. It reads what it needs for the call in front of it, such as open slots and whether the caller is a returning patient.
- 2care's team. Only to provide and support the service, inside your region, with every action logged.
- Your EHR and payers. Bookings go to your EHR and, with eligibility checks on, requests go to payers through a clearinghouse connection.
Patient choices
Texts honour STOP and the other standard opt-out keywords, and outreach calls check the do-not-call list first. Patients who want to see, correct or delete their data contact your practice, which passes the request to 2care. Our privacy policy sets out how requests reach us.
Questions
Does the agent give medical advice with the data it hears?
The agent sticks to booking and admin work. Clinical questions go to your nurse or provider queue, with the call details attached. See what the agent never does.
Where is the data kept?
In the region your practice operates in: the US, the EU or the UK, or India. See data residency.
Can our team review calls?
Yes. Recordings and transcripts are kept for your team to review, by role, in your region. See call recordings and transcripts.
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