Privacy Policy

The Practice Concierge provides front desk services — answering calls, booking and confirming appointments, following up on missed visits, and reaching out to patients — on behalf of the clinics that hire us. In this policy, “we,” “us,” and “our” refer to The Practice Concierge.

We collect two broad categories of information:

• Information from clinics and prospective clients. Contact details you give us — name, clinic name, email, phone — when you book a fit call or email us, and the operational details we need to run your front desk (services, pricing, providers, hours, calendar rules).
• Patient information, on behalf of clinics. To book and manage appointments, we handle patient contact details and appointment information belonging to the clinics we serve. This information belongs to the clinic; we act as its service provider and handle it only as needed to perform the service.
• Website information. Basic, non-identifying analytics about how this site is used (pages viewed, general location, device type).

We use information to deliver and improve our service: to answer calls and messages in your clinic's name, book and confirm appointments, follow up on no-shows, reach patients who have agreed to hear from the clinic, respond to inquiries, and send you reports. We do not sell personal information, and we do not use patient information for our own marketing.

When a clinic engages us, we operate under a written services agreement that governs how patient information may be used, stored, and protected. We access only what is necessary to perform the agreed work, we keep it confidential, and we return or delete it as directed by the clinic. Patients who have questions about their information should contact the clinic directly; we will support the clinic in responding.

When we handle protected health information for a clinic, we do so as a business associate under the Health Insurance Portability and Accountability Act (HIPAA). We sign a Business Associate Agreement (BAA) with every clinic before services begin. Under that agreement we use and disclose protected health information only as permitted, apply administrative, technical, and physical safeguards, train every team member on HIPAA before they handle patient information, report any security incident to the clinic, and return or destroy patient information when the engagement ends. Patients who wish to exercise their HIPAA rights (such as access or amendment) should contact their clinic, and we will support the clinic in responding.

We share information only with the clinic it belongs to, with trusted service providers who help us operate (such as scheduling and communication tools, under confidentiality obligations), and where required by law. We never sell or rent personal or patient information.

We use reasonable administrative, technical, and physical safeguards to protect the information we handle, limit access to those who need it, and review our practices regularly. No method of transmission or storage is perfectly secure, but we work to protect your information consistent with our agreements and applicable law.

You can ask us to access, correct, or delete the contact information you've shared with us, and you can opt out of our own emails at any time. For patient information held on a clinic's behalf, requests are directed to the clinic, and we will assist.

We may update this policy from time to time. When we do, we'll revise the “last updated” date above and, where appropriate, let our clients know.

Questions about this policy? Email team@thepracticeconcierge.co or write to us at The Practice Concierge, San Jose, CA.