1. Who Collects Your Information
Your personal and health information is collected by the clinic you attend, operating on the ClinoHive platform (“the Clinic”). ClinoHive (the platform operator) processes this information on behalf of the Clinic as a data processor / service provider.
Each Clinic is an independent data fiduciary / APP entity responsible for the personal information it holds about its patients.
2. What We Collect
- Identity & contact: Full name, date of birth, gender, mobile number, email address, address
- Health information: Chief complaints, diagnoses, SOAP notes, prescriptions, investigation results, vital signs, obstetric history, allergies, medical and surgical history
- Appointment & visit records: Dates, times, visit types, doctor names, appointment status
- Pharmacy records: Medicines dispensed, quantities, dates
- Billing information: Invoice amounts, payment method (not card/UPI numbers)
- Consent record: Timestamp and policy version of your consent to collection
- Guardian information: For patients under 18 — guardian name and relationship
3. Why We Collect It
Your information is collected solely to provide healthcare services, including:
- Diagnosing and treating health conditions
- Managing appointments and follow-up care
- Dispensing medicines
- Generating invoices and recording payments
- Supporting clinical decision-making (AI-assisted insights use only aggregated, pseudonymised data — see Section 6)
4. Legal Basis for Collection
Collection of your health information is based on your explicit consent provided at registration, and on the lawful purpose of providing health services under:
- Digital Personal Data Protection Act, 2023 (India) §6
- Information Technology (SPDI) Rules, 2011 (India)
- Privacy Act 1988 — Australian Privacy Principles (Australia)
For patients under 18, collection is based on verifiable guardian consent under DPDPA §9.
5. Who Can Access Your Information
Within the Clinic, access to your health information is strictly role-controlled:
- Doctors: Full clinical record access
- Clinic administrators: Appointments, billing, and basic patient records
- Receptionists: Appointments and, where explicitly enabled by the Clinic owner, limited pharmacy and investigation access
- Other clinics: No access — your records are strictly isolated to your Clinic
6. AI Features and Third-Party Services
ClinoHive uses AI-assisted features (clinical insights, follow-up recommendations, chatbot). These features use the OpenAI API, hosted in the United States.
What is sent to OpenAI: Only pseudonymised, aggregated, or scrubbed data. Your name, date of birth, phone number, and email address are never sent to OpenAI. Clinical free-text (complaints, notes) is scrubbed of identifiable name patterns before transmission. Patient references use internal codes (e.g., “PT-001”), not real names.
Other third-party services that may receive limited information:
- Email provider: Your name and email, for appointment reminders only
- WhatsApp provider: Your name and phone number, for appointment notifications where you have opted in
- Cloud hosting (AWS ap-south-1 / ap-southeast-2): All data is encrypted at rest and in transit
Where data is sent to overseas recipients, ClinoHive takes reasonable steps to ensure those recipients comply with equivalent privacy protections (APP 8 / DPDPA §16).
7. Your Rights
You have the following rights in relation to your personal information:
Right of Access
You may request a copy of all personal and health information the Clinic holds about you. Requests will be fulfilled within 30 days at no charge.
Right of Correction
You may request correction of inaccurate or incomplete information. If correction is refused, you may request that a note of dispute be attached to the record.
Right of Erasure
You may request deletion of your personal information where the purpose of collection has been fulfilled and no legal obligation requires retention. Health records are subject to minimum retention periods (3 years under EHR Standards 2016).
Right to Nominate (India — DPDPA §14)
You may nominate another individual to exercise your data rights on your behalf in the event of your death or incapacity. Contact the Clinic to make a nomination.
Right to Withdraw Consent
You may withdraw consent at any time. Withdrawal may affect the Clinic's ability to provide ongoing care.
8. Data Retention
- Health records are retained for a minimum of 3 years from the date of last visit (EHR Standards 2016, Ministry of Health & Family Welfare, India)
- Audit logs are retained for 7 years
- If a Clinic discontinues use of ClinoHive, all patient data is exported to the Clinic owner and permanently deleted within 90 days
9. Security
- All data is encrypted in transit (TLS) and at rest (AES-256)
- Access is protected by JWT authentication and strict role-based access control
- All access to sensitive records is audit-logged
- Rate limiting and brute-force protection are enforced at the network layer
- Multi-tenant isolation: no clinic can access another clinic's data
10. Data Breach Notification
In the event of an eligible data breach (unauthorised access likely to cause serious harm), ClinoHive will:
- Notify affected individuals as soon as practicable
- Notify the Data Protection Board of India (DPDPA §8) and/or the Office of the Australian Information Commissioner (Privacy Act NDB Scheme) within the prescribed timeframe
- Provide details of what data was affected and steps taken to contain the breach
11. Grievance Officer & Complaints
Each Clinic on the ClinoHive platform is required to designate a Grievance Officer under the Digital Personal Data Protection Act, 2023 (§13) and the IT Act, 2000. Contact your Clinic directly to obtain the name and email of the Grievance Officer.
Grievance Officer response time: within 30 business days.
If your complaint is not resolved, you may escalate to:
- India: Data Protection Board of India — dpboard.gov.in
- Australia: Office of the Australian Information Commissioner (OAIC) — oaic.gov.au
12. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated to registered patients and clinic staff. The version number and effective date at the top of this page indicate when the policy was last updated.