Why we never need patient details in a support ticket
Short version: your patients' information belongs in your clinic, not in our ticketing system — and our support process is deliberately built so it never has to travel.
How we can fix things without seeing patient data
- Every record and transaction in your system carries technical identifiers — row numbers, claim batch IDs, transaction times, error codes. Those find the problem just as precisely as a name would, without being personal information.
- The appliance's diagnostic logs are scrubbed at the source — the machine removes clinical content before a log ever leaves it, and only with your consent per request.
- Your data itself stays on your appliance and in your backups. Support diagnostics and your clinical records are separate by architecture, not by policy promise.
What to send instead
| Instead of… | Send… |
|---|---|
| A patient's name | The time it happened and which screen |
| A Medicare number | The claim batch ID or rejection code |
| A screenshot of the record | The same screenshot with details covered, or just the error text |
| "Patient John Smith's result is missing" | "A result from [lab] collected around [date] hasn't filed" |
The safety net
If a patient identifier does slip into a ticket — it happens, everyone's busy — our system detects Medicare numbers and healthcare identifiers automatically, sets that content aside before it reaches the support team, and asks you to resend without it. It's not a telling-off; it's a guardrail we built on purpose.
Why we're like this
Your practice has its own obligations under the Privacy Act, and every place patient data doesn't go is an obligation that can't be breached. A support desk that collects patient details creates risk for your practice and ours; one that structurally doesn't need them protects both. It's the same principle as our appliance keeping your clinical data inside your clinic — we apply it to ourselves too.
Formal statement: our privacy notice is linked at the foot of every page, and privacy questions are welcome as tickets (Security & privacy category) — they route to our security team, not the general queue.
Related articles
- KB-001 — Getting started with the Curaeon support portal — Getting started with the portal