At WellView Health, accessible from https://wellview.health and its affiliated domains, and through the official WellView Health apps, one of our main priorities is the privacy of the people who use our service. This Privacy Policy describes the information that is collected and recorded by WellView Health and how it is used. WellView Health includes apps and web applications developed by Elemodo.
WellView Health is used by healthcare practices to send questionnaires to their patients. Because much of the information in the service is health information that belongs to a patient and is controlled by that patient's practice, please read the section "How WellView Health works, and who controls your information" below. It explains which organization is responsible for your information and who to contact about it.
If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.
Consent
By using our website, you hereby consent to our Privacy Policy and agree to its terms.
How WellView Health works, and who controls your information
WellView Health is a service that healthcare practices use to build questionnaires and send them to their patients. A practice creates an account, builds its own surveys, adds its own patient records, and decides which questionnaires each patient receives.
This means there are two different relationships to keep straight:
- Your practice controls your health information. If you are a patient, the practice that sent you a questionnaire decides what to ask, keeps the answers in your record, and determines how that information is used and how long it is kept. Your relationship, and your rights regarding that information, are with that practice. Their own privacy notice governs it.
- WellView Health processes that information on the practice's behalf. We host the service, store the responses, and make them available to the practice. We act on the practice's instructions. We do not decide what is asked, and we do not use patient health information for our own purposes.
If you are a patient and you want to see, correct, or delete your responses, or you have questions about how they are used, contact the practice that sent you the questionnaire. They can act on that request directly, and we support them in doing so.
Information we collect
The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide it.
Information practices provide. When a practice sets up an account, we collect contact information for the practice and for each staff member with a login, including items such as name, practice name, email address, and telephone number. Practices also add records for their patients, which typically include name and date of birth, and may include an email address or phone number if the practice wants us to send that patient a link or a reminder.
Information patients provide. When you complete a questionnaire, we store the answers you give, the time you started and finished, and the score and result the questionnaire produces where it is a scored instrument. If a questionnaire includes a signature field, we store the signature you draw and the date and time it was recorded. Some questionnaires may pre-fill an answer from your most recent previous response to the same questionnaire at the same practice. A pre-filled value is only a suggestion, and it is not recorded as your answer until you confirm it.
Information collected automatically. When you use the service we record standard technical information such as IP address, browser type, and the time of the request, along with a record of activity in the account for security and support purposes.
If you contact us. If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and any attachments you send us, and any other information you choose to provide.
Health information
Questionnaire responses in WellView Health are health information. We treat them accordingly:
- Responses are visible only to the practice that requested them, and to the staff that practice has authorized. Practices are separated from one another, and no practice can see another practice's patients, questionnaires, or responses.
- We do not sell health information, and we do not use it for advertising.
- We do not use patient health information to train machine learning or artificial intelligence models.
- Information is encrypted in transit. Our error monitoring is configured to strip names, email addresses, phone numbers, free-text fields, and similar personal fields out of reports before they leave our systems, so that diagnostic data does not carry patient information off-site.
Where a practice is a covered entity under the Health Insurance Portability and Accountability Act (HIPAA), WellView Health acts as its business associate in providing this service. We offer every such practice a business associate agreement, and we handle protected health information in accordance with HIPAA and any such agreement in place with that practice.
Patient survey links
Patients do not create an account or a password. A practice sends a private link tied to a single appointment, and that link is what opens the questionnaires for that visit. Anyone holding the link can open those questionnaires, so treat it like any other private link: do not forward it, and do not post it anywhere public.
A patient email address is optional. We use it only to deliver that link and to send reminders about unfinished questionnaires for an upcoming appointment. If a practice does not give us an email address for a patient, we do not send that patient email at all, and the questionnaire is completed in the office instead.
Once a questionnaire is submitted, the responses are locked and a copy of the questionnaire as it was answered is stored alongside them, so that later edits to the questionnaire cannot change what was recorded for a past visit.
Safety alerts
Practices can flag specific questions or specific results for follow-up. Several standard mental health screeners include a question about self-harm, and those questions are flagged by default. When a patient answers a flagged question in a way that indicates a concern, the completed questionnaire is marked for review in the practice's dashboard, and, if the practice has configured an address to receive them, a notification is emailed to the practice.
These alerts go to the practice, not to us, and not to any emergency service. They are a follow-up aid for clinical staff during their normal working hours. They are not monitored by WellView Health and they are not a crisis response service. If you are in crisis or thinking about harming yourself, call or text 988 in the United States to reach the Suicide and Crisis Lifeline, or call 911.
How we use your information
We use the information we collect in various ways, including to:
- Provide, operate, and maintain the service
- Deliver questionnaires to patients and return the completed responses and results to the practice that requested them
- Send appointment reminders and safety alerts as configured by the practice
- Understand and analyze how the service is used, and improve and expand it
- Develop new products, services, features, and functionality
- Communicate with practices, including for customer service and to provide updates and other information about the service
- Diagnose faults, maintain security, and find and prevent fraud and abuse
Practice-level statistics, such as how many questionnaires were completed and how long they took, are shown to that practice about its own activity.
Service providers
Running the service requires sharing some information with providers who act on our behalf. Specifically:
- Amazon Web Services hosts our infrastructure, stores uploaded files, and delivers the email we send, including appointment links, reminders, and safety alerts.
- Honeybadger provides error monitoring so we can diagnose faults. Personal fields are filtered out of these reports before they are sent.
- Fathom Analytics provides privacy-focused analytics for our public marketing website. It does not run inside the signed-in application or the patient questionnaire experience.
These providers process information under their own privacy policies, and we encourage you to review them. We do not sell your information, and we do not share it with advertisers.
Log Files
WellView Health follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and it is a part of hosting services' analytics. The information collected by log files includes internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring and exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.
Cookies and Web Beacons
Like any other website, WellView Health uses cookies. These cookies are used to store information including visitors' preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users' experience by customizing our web page content based on visitors' browser type and other information. Cookies are also used to keep signed-in staff accounts signed in.
Third Party Privacy Policies
WellView Health's Privacy Policy does not apply to other advertisers or websites. We advise you to consult the respective privacy policies of those third parties for more detailed information. It may include their practices and instructions about how to opt out of certain options.
You can choose to disable cookies through your individual browser options. More detailed information about cookie management with specific web browsers can be found at the browsers' respective websites.
Data Retention
Patient records and questionnaire responses are retained for as long as the practice that controls them keeps them, because they form part of that practice's records. A practice can ask us to remove its data, and we will do so subject to any retention the law requires of them.
WellView Health retains complete data backups for up to sixty days. Data may continue to be retained if it is attached to another service requiring the longer retention of data.
CCPA Privacy Rights (Do Not Sell My Personal Information)
Under the CCPA, among other rights, California consumers have the right to:
Request that a business that collects a consumer's personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.
Request that a business delete any personal data about the consumer that a business has collected.
Request that a business that sells a consumer's personal data, not sell the consumer's personal data.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us. If your request concerns questionnaire responses held by a practice, contact that practice, and we will assist them in responding.
GDPR Data Protection Rights
We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:
The right to access. You have the right to request copies of your personal data. We may charge you a small fee for this service.
The right to rectification. You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.
The right to erasure. You have the right to request that we erase your personal data, under certain conditions.
The right to restrict processing. You have the right to request that we restrict the processing of your personal data, under certain conditions.
The right to object to processing. You have the right to object to our processing of your personal data, under certain conditions.
The right to data portability. You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.
Children's Information
Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and monitor and guide their online activity.
WellView Health does not knowingly collect personal information directly from children under the age of 13 through our public website. A practice may use WellView Health to send a questionnaire concerning a minor patient, in which case that practice is responsible for obtaining any consent required from the parent or guardian, and the resulting information is part of that practice's records. If you believe a child provided information on our public website, contact us and we will do our best to promptly remove it from our records.
Account / Data Deletion
Staff users can disable their own account from within the app under Settings. Disabling an account stops sign-in and all system email for that account. Because questionnaire responses belong to the practice's records rather than to the individual staff account, records the practice must retain are kept as described under Data Retention, and are removed when the practice closes its account or asks us to remove them.
Patients do not have an account. To have your responses corrected or removed, contact the practice that sent you the questionnaire.
Contact & Inquiries
If you have any questions or need to get in touch regarding WellView Health's Privacy Policy, please contact us through our website, or, if you have an account, log in and use the feedback options in your settings. If you are a patient asking about your own questionnaire responses, please contact the practice that sent you the questionnaire, as they control that information.
