Privacy Policy

Depending on how you use the Service, we may collect:

• Account and profile information — name, email address, role, phone number, addresses and account status for staff and providers.
• Patient and health information — patient names, contact details, dates of birth, addresses and other information needed to schedule and deliver care.
• Intake and consent information — answers, signatures and documents submitted through intake and consent forms, including Social Security numbers where a form requests them.
• Appointment and scheduling information — appointment dates, times, types, assigned providers and status.
• Visit information — visit dates, times, locations and status recorded by providers and reviewed by staff.
• Mileage and address information — manually entered or scheduling-supplied addresses, travel routes and calculated distances used for mileage reimbursement.
• Payroll and staff information — compensation rates, pay periods and payment records for staff and providers.
• Messages and communications — operational messages, announcements and attachments sent within the Service, and emails we send you.
• Files and documents — uploaded attachments and generated documents such as signed forms and reports.
• Information from Charm EHR — patient demographics, appointments and staff records synchronized from our electronic health record system.
• Technical information — limited error details (such as the page and error message) when the app encounters a problem. IP addresses may be read briefly to limit repeated access attempts on public form links; they are not stored for that purpose.

The Service does not currently collect device location, live GPS or background location, and does not collect device advertising identifiers. Locations used for mileage come from addresses that are entered manually or supplied by our scheduling system.

• Scheduling appointments and coordinating patient care.
• Recording, reviewing and approving visits and mileage.
• Processing staff and provider payroll and reimbursement.
• Collecting and storing intake, consent and authorization forms.
• Sending account, security and operational notifications.
• Securing the Service, preventing misuse and maintaining audit records.
• Troubleshooting errors and maintaining the Service.
• Meeting legal, regulatory, professional and contractual obligations.

We do not sell personal information. We share information only as needed to operate the Service, with the following service providers:

• Cloud infrastructure and database services — application hosting, database, authentication and secure file storage.
• Resend — delivery of email notifications, verification codes and secure links.
• Charm EHR — our electronic health record and scheduling system, which exchanges patient, appointment and staff information with HSIM.
• Amazon Web Services (AWS Lambda) — a secure relay used to transmit information between HSIM and Charm EHR.
• Google Maps Platform — address lookup, geocoding and distance calculation for visits and mileage.
• Technical error reporting services — receive limited technical error information to help diagnose and resolve application problems.

We may also disclose information when required by law, to respond to legal process, to protect the safety of any person, or as otherwise permitted by applicable law. The Service does not currently use advertising SDKs, advertising tracking, analytics SDKs, push notifications or payment processing. If this changes, we will update this policy.

We use administrative and technical safeguards designed to protect information, including:

• Encrypted connections (HTTPS) between your device and the Service.
• Role-based access, with permissions checked on our servers and database access rules that limit each user to the information their role requires.
• Additional encryption of Social Security numbers submitted through intake forms, with restricted and logged access.
• Private file storage accessed through short-lived links.
• Verification codes for patient access to intake forms, and expiring form links.
• Signature verification of incoming messages from Charm EHR.
• Immediate sign-out of deactivated accounts and audit logging of key actions.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Some items expire automatically:

• Intake form links expire after 7 days, and verification codes after 10 minutes.
• Secure file download links expire after about two minutes.
• Intake and consent submissions held in HSIM are cleaned up 30 days after staff confirm they have been entered into the electronic health record.

Other healthcare, employment, payroll, financial, audit and business records may be retained as required or permitted by applicable law and for legitimate operational needs.

HSIM administrators can deactivate accounts, which immediately ends access. Account holders may also request deletion of their account from within the app (Help & Support) or by contacting us. See Account deletion for details. Some records may need to be retained even after an account is deleted, as described above.

Subject to applicable law, you may request access to, correction of, or deletion of your personal information, or ask questions about how it is used. Patients have additional rights regarding their health information, described in HSIM's Notice of Privacy Practices provided with our intake forms. To make a request, contact us using the details below. We may need to verify your identity.

HSIM provides behavioral health services, and health information handled in the Service is subject to federal and Washington State health privacy laws, including HIPAA where it applies. Our Notice of Privacy Practices describes how patient health information may be used and disclosed. Messages in the Service are intended for operational purposes; clinical documentation belongs in the electronic health record. The Service is not an emergency service — in an emergency, call 911 or the 988 Suicide and Crisis Lifeline.

Staff and provider accounts are for adults only. Information about minors may be provided by a parent, guardian or authorized representative as part of care, and is handled under this policy and applicable law.

We may update this policy from time to time. We will post the updated version here and change the effective date.