Patient Privacy Policy
This Patient Privacy Policy (“Policy”) explains how your personal information is handled when you use the patient portal, website, telehealth tools, digital forms, and other online services (collectively, the “Services”) that are offered to you by your healthcare provider (“Provider”) and supported by technology developed and operated by Panova.ai Corporation (“Panova”). This Policy applies only to the information processed through the platform.
This Policy does not replace your Provider’s “Notice of Privacy Practices,” which governs all uses and disclosures of your medical and health information under the “Health Insurance Portability and Accountability Act” or “HIPAA.” Your Provider remains responsible for all decisions involving your health information.
If you do not agree with this Policy, you should not use the Services.
1. RELATIONSHIP BETWEEN PANOVA AND YOUR PROVIDER
Your Provider is the “covered entity” under the “Health Insurance Portability and Accountability Act,” or “HIPAA,” and is solely responsible for creating, maintaining, and controlling your “Protected Health Information,” or “PHI.” Panova acts as a “business associate” under HIPAA and processes PHI only as permitted by your Provider through a written “Business Associate Agreement.”
Panova does not provide medical care and does not make clinical decisions. Your Provider determines what information is collected, how it is used, and when it is disclosed. All clinical and privacy decisions regarding your PHI are made by your Provider.
If you have questions about your PHI, including requests for access, amendments, or corrections, you must contact your Provider directly.
2. INFORMATION PANOVA RECEIVES THROUGH THE SERVICES
Depending on how your Provider uses the platform, several categories of information may be processed through the Services. The first category is “Protected Health Information,” or “PHI.” This may include appointment information, clinical notes approved by your Provider, visit summaries, documents uploaded by your Provider, and information you submit in forms or through messages. Panova processes PHI only as instructed by your Provider in accordance with HIPAA and the applicable Business Associate Agreement.
The second category is personal information that is not classified as PHI. This may include account registration information, contact information, login credentials, information about how you use the platform, and device, browser, or other technical data collected to support security and system performance. Panova uses this information solely to operate, maintain, and secure the Services.
The third category is payment information. If your Provider enables payment features, all payments are processed by independent third party processors. Panova does not handle, store, or have access to your credit card information, bank account information, or any other financial data.
3. HOW INFORMATION IS USED
Panova uses information only for purposes that are directly related to the operation and support of the platform. These purposes include enabling communication between you and your Provider, facilitating scheduling, messaging, telehealth encounters, document exchange, and other tools that your Provider elects to use, maintaining the security and stability of the platform, preserving technical logs necessary for system functionality, complying with legal and regulatory obligations, and carrying out the activities that your Provider authorizes under the Business Associate Agreement and HIPAA.
Panova does not use your Protected Health Information for advertising. Panova does not sell your information. Panova does not use your Protected Health Information for any independent commercial purpose. All decisions regarding the handling, use, and disclosure of your medical information are made exclusively by your Provider.
4. HOW INFORMATION IS SHARED
Panova may disclose information only in limited circumstances. Information may be shared with your Provider when necessary to deliver the Services you access through the platform. Information may be disclosed to third-party service providers that support secure hosting, payment processing, or technical infrastructure, and these service providers are permitted to use the information only to perform the services requested by Panova. Information may be disclosed when required by law, including in response to valid court orders, subpoenas, or regulatory obligations. Information may also be disclosed to prevent or address security incidents, misuse of the platform, or unlawful activity. Information may be disclosed with your authorization when your Provider instructs Panova to release information in a manner consistent with HIPAA and all applicable privacy and security requirements.
Panova does not share Protected Health Information with advertisers, data brokers, or social media companies.
5. HOW INFORMATION IS PROTECTED
Panova uses administrative, technical, and physical safeguards designed to protect Protected Health Information and personal information. These safeguards include encrypted transmission of information, secure data storage environments, access controls that limit who may view or handle information, audit logging to track system activity, continuous monitoring for intrusions or security anomalies, and strict security requirements imposed on all vendors and subcontractors who support the platform. Panova maintains these safeguards in accordance with industry standards and applicable law. However, no electronic system can guarantee absolute security, and Panova cannot promise that unauthorized access or loss of data will never occur.
6. PATIENT MESSAGING AND TELEHEALTH
Messages you send through the platform may be incorporated into your medical record at the discretion of your Provider. Messages are not monitored in real time, and Panova does not review, interpret, or respond to any clinical communications. All clinical communications are handled exclusively by your Provider.
Telehealth encounters available through the platform are delivered solely by your Provider. Panova does not record, access, or store audio or video from your telehealth sessions except when your Provider instructs otherwise in a manner that complies with all requirements of HIPAA and applicable privacy and security laws.
7. ARTIFICIAL INTELLIGENCE FEATURES
Certain features of the platform may use artificial intelligence to assist your Provider in preparing, organizing, or generating documentation. Any content produced by these tools is subject to review, verification, and approval by your Provider before it is relied upon or incorporated into your medical record. Artificial intelligence is not used to make clinical decisions, diagnose medical conditions, recommend treatment, or replace the independent judgment of a licensed clinician.
All handling of Protected Health Information through artificial intelligence features is performed in accordance with HIPAA and with the specific instructions of your Provider under the Business Associate Agreement.
8. COOKIES AND TECHNICAL DATA
When you access the platform or website, Panova may collect limited technical information that includes internet protocol addresses, device identifiers, browser characteristics, and the date and time of access. This information is collected to maintain the security and stability of the platform, to improve performance, and to analyze patterns of service usage. The information is not used to track your activity across websites or services that are unrelated to Panova or your Provider.
9. CHILDREN’S PRIVACY
The Services may be used by parents or legal guardians on behalf of minor patients when permitted by your Provider and in accordance with applicable law. Panova does not knowingly collect personal information directly from children without the involvement of a parent, legal guardian, or another adult who has been authorized by the Provider to act on the child’s behalf.
10. YOUR RIGHTS
Your rights regarding your Protected Health Information are established by HIPAA and must be exercised through your Provider, not through Panova. These rights include the ability to request access to your health information, to request corrections to your records, to request restrictions on certain uses or disclosures, and to request an accounting of disclosures that your Provider has made as required by law. Panova supports your Provider in fulfilling these rights but cannot act on any HIPAA request directly, since all decisions regarding your PHI are made exclusively by your Provider.
11. CHANGES TO THIS POLICY
Panova or your Provider may update this Policy from time to time. Any updated version will be posted within the platform or on the website where this Policy appears. Your continued use of the Services after an updated Policy is posted will constitute your acceptance of the revised terms. If you do not agree with an updated Policy, you must stop using the Services.
12. CONTACT INFORMATION
For questions about your medical information or your Provider’s HIPAA Notice of Privacy Practices, contact your Provider directly. For questions about this Policy or about the technology supporting the Services, you may contact:
Panova.ai Corporation
Email: support@panova.ai
Website: www.panova.ai