Privacy Policy

At Nextcare.Life, operated by Stats&Facts Technologies Pvt. Ltd. (“Nextcare.Life,” “we,” “us,” or “our”), we are committed to protecting the privacy and security of everyone who relies on our platform. This Privacy Policy explains how we collect, use, share, and protect information across our patient-facing services — prescription digitisation, Smart Lab Reports, the Interactive Symptoms Bot, 5-Minute Clinical Consult telemedicine, and the Digital Health Twin — as well as Health OS (also called Care OS), our enterprise Healthcare Operating System used by hospitals, clinics, and their staff for clinical, operational, and billing workflows. By accessing or using any Nextcare.Life website, mobile application, product, or service, you agree to the practices described in this Policy.

1. Scope of This Policy

This Policy applies to:

• Patients and individual users who create an account, use our consumer apps, or activate a Digital Health Twin.
• Healthcare providers, hospital and clinic staff, and administrators who access Health OS on behalf of a partner facility.
• Visitors to our website and marketing channels, including those reached through our AI voice agents and outreach campaigns.

Where a hospital or clinic deploys Health OS, that facility is typically the data controller (data fiduciary) for the patient records it enters into the system, and Nextcare.Life acts as its data processor under a separate facility agreement. This Policy describes how Nextcare.Life itself collects and handles information; a partner facility’s own notices govern how that facility uses your data.

2. Information We Collect

• Personal Information: Name, email address, phone number, age, gender, address, and government or health-system identifiers such as your ABHA ID (Ayushman Bharat Health Account).
• Health Information: Medical records, prescriptions, lab results, symptoms, diagnoses, treatment plans, and documents you upload for digitisation or CDSS review.
• Digital Health Twin Data: Continuous vitals, biometric trends, wearable and connected-device readings, health goals, medication adherence, and other medical telemetry used to build and update your digital twin.
• Health OS Operational Data:Records generated through hospital workflows — OT, IPD, ICU, and Day Care admissions, bed allocation, nursing notes, pharmacy and inventory transactions, billing and insurance claims, and discharge documentation.
• AI Interaction Data: Voice recordings and transcripts created by our AI Scribe during clinical consultations, call recordings and transcripts from AI voice agents, and conversation logs from the Interactive Symptoms Bot.
• Usage Data: IP address, browser and device information, pages visited, and time spent on our platform.
• Location Data: Collected with your consent to provide location-specific recommendations or campaigns.

3. How We Use Your Information

• Personalised Health Services: Powering CDSS insights, prescription digitisation, and lab report interpretation.
• Operating the Digital Health Twin: Building a continuous, longitudinal view of your health to surface trends, alerts, and goal tracking (see Section 4).
• Running Health OS for Facilities: Coordinating clinical, nursing, pharmacy, billing, and discharge workflows for the hospitals and clinics we serve (see Section 5).
• AI-Assisted Documentation and Support: Generating draft clinical notes, CDSS alerts, and symptom-bot guidance, all subject to clinician review (see Section 6).
• Communication: Account updates, service notifications, and outreach by SMS, email, or AI voice agent, with the ability to opt out of non-essential communications.
• Research and Development: Analysing usage trends, in de-identified or aggregated form wherever feasible, to improve our offerings and develop new features.
• Security and Compliance: Safeguarding our platform and meeting our legal obligations.

4. Digital Health Twin

Your Digital Health Twin is a secure, continuously updated profile built from the vitals, wearable and device data, health goals, and medical telemetry you choose to connect. Because it updates on an ongoing basis rather than at a single point in time, the following apply:

• Opt-in activation: You choose which devices and data sources feed your twin, and you can disconnect them at any time.
• Accuracy depends on your inputs:The twin supplements, but does not replace, clinical measurement, diagnosis, or your doctor’s judgement.
• You stay in control:You may pause data collection, export your twin data, or request deletion. Deleting your twin removes this continuous profile; medical records you’ve separately shared with a provider remain subject to standard healthcare retention rules.

5. Health OS for Hospitals, Clinics, and Their Staff

Health OS unifies HIS/EHR, the AI Scribe, billing and claims, pharmacy, and operations dashboards for our facility partners. In this context:

• Staff and clinician accounts: Include name, role, login and access logs, and audit trails, including e-signatures applied to clinical records.
• Cross-department data flow: Data moves across OT, IPD, ICU, Day Care, pharmacy, and billing modules within a facility so care teams share a consistent, current record for each patient.
• AI Scribe records: Used to draft documentation and CDSS suggestions; every AI-generated note is reviewed, edited, and approved by the treating clinician before it becomes part of the medical record.
• Facility agreements:Data protection terms for a specific facility’s use of Health OS are additionally governed by our agreement with that facility — patients should also consult their care facility’s own privacy notice.

6. AI Features and Human Oversight

CDSS, the AI Scribe, the Interactive Symptoms Bot, and our AI voice agents are decision-support and engagement tools, not autonomous medical decision-makers. AI-generated suggestions, drafts, or triage guidance are not final until reviewed by a licensed clinician for clinical content, and do not by themselves constitute a diagnosis or prescription. You may ask to speak with a human agent or clinician in place of, or in addition to, an AI interaction.

7. How We Share Your Information

• With Healthcare Providers: Relevant records are shared with doctors, pharmacists, or the treating facility, with your consent.
• With Third-Party Service Providers: Cloud hosting, analytics, payment processing, and telephony/voice providers that support Health OS, the Digital Health Twin, and AI calling, under contractual confidentiality obligations.
• With the National Digital Health Ecosystem: Where you link an ABHA ID, relevant records may sync through ABDM, only with your explicit consent.
• Legal Requirements: Where required by law, legal process, or to protect our rights, users, or public safety.
• We do not sell your personal information to any third party.

8. Data Security

We use encryption, access controls, and secure servers to protect your information, including continuous Digital Health Twin telemetry and Health OS operational records. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Data Retention

We retain information as long as necessary to deliver our services, meet healthcare recordkeeping and legal obligations in India, and resolve disputes. Upon a valid request, we will delete personal data that is no longer required, subject to legal and contractual retention obligations — including any statutory medical-record retention periods that may apply to facility-held records.

10. Your Rights

Under the Digital Personal Data Protection Act, 2023 (“DPDP Act”) and other applicable Indian law, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Erasure: Request deletion of your personal data, subject to legal and contractual limitations.
• Withdraw Consent: Withdraw consent to data processing at any time, which may limit your ability to use certain services, including the Digital Health Twin.
• Nominate: Nominate another individual to exercise these rights on your behalf in the event of death or incapacity.
• Grievance Redressal: Raise concerns with us directly (Section 13) or, if unresolved, with the Data Protection Board of India.

11. Children’s Data

Where our services are used to manage the health information of a minor — for example, paediatric care coordinated through a hospital’s Health OS account — that data is processed on the basis of consent from the minor’s parent, guardian, or the treating facility, in line with applicable law.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to our services, including new Health OS modules or Digital Health Twin capabilities. We will post the revised policy with an updated “Last updated” date, and where changes are material, we will provide additional notice.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your data, please contact us:

• Email: support@nextcare.life
• Phone: +91 7205283388
• Address: KIIT-TBI, Bhubaneswar, India

Notice

By using our services — whether as a patient, a Digital Health Twin user, or a hospital/clinic accessing Health OS — you acknowledge that you have read and agree to the data practices described in this Privacy Policy.