SolidPractice Privacy Policy for Patients

Last Updated: June 10, 2025

Our Commitment to Privacy and Security

Welcome to SolidPractice! Our mobile application and web portal are designed with a simple goal: to give you a secure and easy way to access your health information and connect with your healthcare providers. This policy explains how we handle your information with the care and respect it deserves. Your trust is the foundation of our service.

This document covers our patient mobile application and web portal (the "app"). By using our app, you agree to this Privacy Policy and our End User License Agreement.

Our Core Promises to You:

• We Never Sell Your Data. Your personal and health information will never be sold or licensed to third parties. Period.
• Your Health Data Is Managed By Your Healthcare Organization. When you use our app to connect to your healthcare organization, your health and fitness data passes through our app, but it is never stored by us. It is transmitted securely to your healthcare provider, who manages your official medical record.

How the App Interacts With Your Information

Our app only interacts with your information in specific ways to provide you with valuable features. Your healthcare organization chooses which features to enable. In every case, we aim for minimal data interaction, and you are always in control.

Your Profile Photo

To personalize your profile, you can add a photo from your device's camera or gallery. A temporary copy is kept in a secure, private area on your device while you use the app. This temporary file is automatically deleted when your session ends or if you uninstall the app.

Viewing Documents

When you view documents like letters or images from your provider, the app creates temporary copies in a secure, private area on your device so you can see them. These copies are deleted as soon as you close your app session.

Sending Photos or Videos in Messages

To help you communicate clearly with your care team, you can attach photos or videos to messages. The app creates temporary copies of these files, which are securely deleted after being sent and are also removed if you uninstall the app.

Telehealth Appointments

For video visits with your provider, the app will ask for permission to use your device's camera and microphone. This is only to make the virtual appointment possible. We do not record or store any audio or video from your telehealth sessions.

Finding Nearby Care

To help you find clinics or providers near you, you can allow the app to temporarily access your device’s location. Your location is not stored or used for any other purpose.

Placing Phone Calls

If you tap a phone number within the app, it will ask for permission to use your device's phone functionality to place the call. The app does not store your call history.

Your Relationship with Your Healthcare Organization

To use our app, you must have an account with a healthcare organization that uses SolidPractice software. Your use of the app is therefore also subject to your healthcare organization's specific privacy policies. They are the official guardians of your medical record.

For any questions about how your health information is stored, used, or corrected, or to request a copy of your records, please contact your healthcare organization directly.

Information We Collect to Improve and Secure the App

To ensure our app runs smoothly and securely, we collect a small amount of non-identifying technical information.

For Service and Improvement

We collect anonymous data to help us provide customer support and understand how the app is being used so we can make it better. This includes:

• Time of use and the healthcare organization you connected with
• Error messages or codes
• Device model and operating system
• App version
• Connection type (Wi-Fi or cellular) during an error

For Your Security

Our servers automatically log technical data to protect our systems from unauthorized access and ensure your information remains secure. This includes:

• Internet Protocol (IP) address
• Language preference
• Date, time, and type of device used

We collect this information to maintain the security and integrity of our services.

If You Contact Us Directly

If you reach out to our team for support, we will keep a record of our communication to ensure we resolve your issue effectively. You are always in control of how much information you share with us.

How We Protect Your Information

Protecting your information is our top priority. We use robust technical and administrative safeguards to keep your data safe.

Safeguards Built Into the App:

• Secure Login: The app uses multi-factor authentication by default to protect your account from unauthorized access.
• Private Storage: Any temporary data is stored in a private, encrypted area on your device that other apps cannot access.
• In-App Permissions: The app will always ask for your permission before accessing device features like your camera, microphone, or location.
• Secure Communication: We use HTTPS to ensure all communication between the app and our servers is encrypted and secure.

Our Commitments at SolidPractice:

• Limited Access: Our internal policies ensure that only authorized SolidPractice staff who need the information to perform their jobs can access any data you send us.
• Data Retention: We have strict internal policies to ensure we only store the limited technical information described in this policy for as long as it is needed.

Steps You Can Take to Protect Your Information:

• Keep your username and password confidential.
• Use the built-in security features on your mobile device, like a passcode or biometric lock.
• Avoid "jailbreaking" or "rooting" your device, as this can compromise its security features.

Links to External Websites

Our app may contain links to external websites for your convenience. Please be aware that SolidPractice is not responsible for the privacy practices of these other sites. We encourage you to read their privacy policies when you leave our app.

Your Privacy Rights and How to Contact Us

You are in control of your health information.

• For questions about your medical information, to request corrections, or to understand your provider's privacy practices, please contact your healthcare organization.
• For questions about this Privacy Policy or the SolidPractice app, please don't hesitate to reach out to our privacy team at: info@solidpractice.com