EnsureCare, Inc. ("EnsureCare," "we," "us," or "our") provides a patient-engagement platform that healthcare providers use to improve appointment adherence, reduce no-shows, and support care plans - including reminders, confirmations, reschedule notices, care-plan and medication adherence check-ins, and related communications by text message and voice. This Privacy Policy describes how we collect, use, share, and protect information across the EnsureCare platform, our website, and our communication programs.
Scope
This policy applies to information we handle as a business (for example, information about provider staff who use the platform and visitors to our website) and to information we process on behalf of healthcare providers who use EnsureCare to communicate with their patients. Where we process patient information on a provider's behalf, we act as that provider's service provider and follow our agreements with the provider and applicable law.
Information we collect
- Account and contact information - names, email addresses, phone numbers, job titles, and login credentials for provider users; contact details for patients enrolled by a provider.
- Communication preferences and consent - the channel a patient chooses (voice or SMS) and the record of their consent to be contacted.
- Appointment and care information - limited details needed to deliver relevant reminders and check-ins, such as appointment times and care-plan reminders, processed on behalf of the provider.
- Message and call activity - records of messages and calls sent and responses received (for example, an appointment confirmation or a STOP request), used to operate the service and honor preferences.
- Website and device data - standard log, device, and usage information collected when you use our website or platform. On our public website, optional GA4 and PostHog analytics run only after you grant analytics consent. We use them to understand acquisition and website journeys. Session replay is disabled, and we do not send form entries, names, email addresses, phone numbers, company names, Calendly query parameters, or health information to these analytics services.
How we use information
- To operate the EnsureCare platform and deliver the communications a provider has configured and a patient has consented to receive.
- To process replies and requests (such as confirming, rescheduling, or opting out).
- To provide customer support, maintain and improve the service, ensure security, and detect and prevent fraud and abuse.
- To comply with legal, regulatory, and contractual obligations.
- With your consent, to measure public website acquisition, journeys, calls to action, and form completion.
We use information only to provide and operate the EnsureCare service. We do not use patient information to train machine-learning models or to build de-identified datasets for unrelated purposes, and we do not use it for our own or any third party's marketing.
We do not sell your information, and we do not share it for third-party marketing. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-messaging opt-in consent and phone numbers are never sold or shared with third parties or lead generators. We share information only with the healthcare provider who enrolled the patient, with service providers acting on our behalf under confidentiality obligations, and where required by law.
How we share information
We share information only in these limited circumstances: (1) with the healthcare provider who uses EnsureCare to communicate with the patient; (2) with service providers and subcontractors who help us operate the platform (for example, our SMS/voice delivery vendor and hosting providers), bound by confidentiality and permitted to use the information only to provide services to us; and (3) when required by law, legal process, or to protect the rights, property, or safety of EnsureCare, our customers, or the public. We do not sell personal information, and we do not share mobile numbers or SMS consent data with any third party for that party's own marketing.
Health information
When EnsureCare processes protected health information (PHI) on behalf of a covered healthcare provider, we do so as a business associate/service provider, handling that information consistent with the Health Insurance Portability and Accountability Act (HIPAA) where applicable and our agreements with the provider. Patients with questions about their health information should contact their healthcare provider.
Text messaging (SMS) program
EnsureCare operates SMS text-message programs on behalf of participating healthcare providers to send appointment reminders, confirmations, reschedule notices, and care-plan or medication adherence check-ins, some of which are two-way. Patients are enrolled at the point of care by provider staff after stating a communication preference and consenting to receive text messages.
Mobile information is never shared or sold. No mobile information (including phone numbers and SMS opt-in consent) will be shared with third parties or affiliates for marketing or promotional purposes, and it is not sold or shared with lead generators. It may be shared only with service providers that help deliver the messages, solely for that purpose.
Message frequency varies based on appointments and care plans. Message and data rates may apply. Reply STOP at any time to opt out of SMS. You will receive one confirmation message and then no further SMS unless you later reply START to rejoin. Reply HELP for help. Full program terms are in our Terms of Use.
After SMS opt-out, any necessary service, security, identity-verification, appointment, or legal communications will continue only through other permitted channels, not by SMS.
Voice calls
Where a patient chooses voice as their preferred channel, EnsureCare may place reminder and care-related calls on the provider's behalf - including automated or prerecorded/artificial-voice calls where the patient has consented - consistent with applicable law. Patients may ask to stop receiving calls at any time.
Data retention and security
We retain personal information only for as long as needed to provide the service and to meet legal and contractual obligations, after which we delete or de-identify it. We maintain administrative, technical, and physical safeguards designed to protect information against unauthorized access, use, or disclosure.
Your choices and rights
You can opt out of text messages by replying STOP. After one confirmation message, no further SMS will be sent unless you later reply START to rejoin. You can ask for help by replying HELP. Depending on your location, you may have rights to access, correct, or delete personal information. Patients should direct requests about their own health information to their healthcare provider; other requests can be sent to us using the details below.
Changes to this policy
We may update this policy from time to time. We will post the updated version here when we do.
Contact us
EnsureCare, Inc.
Email: [email protected]