1. Information We Collect
Patient Details: Names, contact numbers, and dates of birth.
Health Information: Nature of the inquiry (e.g., emergency triage details, prescription requests, or appointment reasons).
Call Data: Audio recordings and text transcriptions of calls handled by our digital assistants for accuracy and integration purposes.
Practice Data: Staff names and clinic contact information.
2. Purpose of Collection
Facilitate appointment bookings and patient inquiries on behalf of the Practice.
Ensure accurate triage and relay of information to the Practice’s CRM or clinical staff.
Improve the accuracy of our conversational AI to better serve New Zealand patients.
3. Use and Disclosure
To the Healthcare Practice: The primary recipient of all data collected.
For Legal Compliance: If required by New Zealand law or a court order.
To Sub-processors: Secure technical partners (e.g., cloud hosting or AI processing) who are contractually bound to New Zealand privacy standards.
Encryption: All data is encrypted in transit and at rest.
Storage Location: Where possible, data is stored on secure servers that meet New Zealand’s offshore disclosure requirements (Privacy Principle 12).
Retention: We only retain personal information for as long as necessary to provide our services or as required by the Health Information Privacy Code.
5. Access and Correction
Patients wishing to access their records should primarily contact their Healthcare Practice.
VoyceForge will assist Practices in fulfilling these requests promptly.
6. Privacy Breaches
The Health Code: Because you are dealing with dental/medical clinics, you fall under the Health Information Privacy Code. This is stricter than the general Act. Ensure your "Sarah" assistant explicitly states that calls are recorded for booking purposes at the start of the interaction.
Data Sovereignty: Many NZ medical practices prefer data to stay in NZ or Australia. If your tech stack (like GoHighLevel or Retell) uses US-based servers, you must ensure they are "Privacy Shield" compliant or have robust Data Processing Agreements (DPAs) in place.
The "Sarah" Disclaimer: It is best practice to have your AI say: "Hi, I'm Sarah, the digital assistant for [Clinic Name]. Just so you know, this call is recorded to help us manage your booking."
1. Information We Collect
Patient Details: Names, contact numbers, and dates of birth.
Health Information: Nature of the inquiry (e.g., emergency triage details, prescription requests, or appointment reasons).
Call Data: Audio recordings and text transcriptions of calls handled by our digital assistants for accuracy and integration purposes.
Practice Data: Staff names and clinic contact information.
2. Purpose of Collection
Facilitate appointment bookings and patient inquiries on behalf of the Practice.
Ensure accurate triage and relay of information to the Practice’s CRM or clinical staff.
Improve the accuracy of our conversational AI to better serve New Zealand patients.
3. Use and Disclosure
To the Healthcare Practice: The primary recipient of all data collected.
For Legal Compliance: If required by New Zealand law or a court order.
To Sub-processors: Secure technical partners (e.g., cloud hosting or AI processing) who are contractually bound to New Zealand privacy standards.
Encryption: All data is encrypted in transit and at rest.
Storage Location: Where possible, data is stored on secure servers that meet New Zealand’s offshore disclosure requirements (Privacy Principle 12).
Retention: We only retain personal information for as long as necessary to provide our services or as required by the Health Information Privacy Code.
5. Access and Correction
Patients wishing to access their records should primarily contact their Healthcare Practice.
VoyceForge will assist Practices in fulfilling these requests promptly.
6. Privacy Breaches
The Health Code: Because you are dealing with dental/medical clinics, you fall under the Health Information Privacy Code. This is stricter than the general Act. Ensure your "Sarah" assistant explicitly states that calls are recorded for booking purposes at the start of the interaction.
Data Sovereignty: Many NZ medical practices prefer data to stay in NZ or Australia. If your tech stack (like GoHighLevel or Retell) uses US-based servers, you must ensure they are "Privacy Shield" compliant or have robust Data Processing Agreements (DPAs) in place.
The "Sarah" Disclaimer: It is best practice to have your AI say: "Hi, I'm Sarah, the digital assistant for [Clinic Name]. Just so you know, this call is recorded to help us manage your booking."