In short: hospitals and clinics use NVDRA Hospital to keep their patients’ files, visits, test results, medicines, admissions and bills; for those records the hospital decides what is collected and why, and we process them on its behalf. Your list of linked files and your online bookings are kept by NVDRA for you. We also keep a small amount of data of our own to run your NVDRA account, bill hospitals and keep the service secure. We do not sell personal data and we do not show advertising.
Who we are and our role
NVDRA Hospital is provided by NVDRA Technologies. This policy explains how personal data is handled in NVDRA Hospital.
- Data a hospital puts into NVDRA Hospital: the hospital decides what to collect and why, and is responsible for it. We process this data only on its instructions, as set out in our Data Processing Terms. If your information was entered by a hospital, please contact it first; we will help it answer you.
- Your personal use of NVDRA Hospital: the list of patient files linked to your account (your own and your family’s), and your bookings, are kept by NVDRA Technologies for you. The medical records inside each file belong to the hospital that made them; it keeps them under its own responsibility, and you see them in the portal only while that hospital shares records with patients.
- Data we use for our own purposes (your NVDRA account, billing, security logs, support requests, our public pages): NVDRA Technologies is responsible for it.
Pakistan does not yet have a general personal data protection law in force. We follow the Prevention of Electronic Crimes Act, 2016, the Electronic Transactions Ordinance, 2002 and the other laws that apply to us, and we have designed this policy around widely accepted data protection principles: collecting only what is needed, using it only for clear purposes, keeping it secure, and keeping it no longer than necessary. We will update this policy when a data protection law comes into force.
What personal data is processed
| Whose data | What | Where it comes from |
|---|---|---|
| Everyone with an NVDRA account | Name, email address, mobile / WhatsApp number, password (stored only as a one-way hash), the organisations and roles you belong to, sign-in history. | You, or the hospital that invited you |
| Patient file | MR number, name, father / husband name, gender, date of birth, blood group, CNIC, phone, email, city and address, marital status, occupation, allergies, long-term conditions and an emergency contact. | Reception, or you when you book online |
| Visits and prescriptions | Appointments and tokens, vitals (blood pressure, pulse, temperature, oxygen, weight, height, sugar), complaints, history, examination, diagnosis, medicines with directions, advice, follow-up date and the doctor’s private notes. | Nurses and doctors |
| Tests and reports | Tests ordered, sample collection, results with units, normal ranges and flags, radiology reports and attached images or PDFs, and who entered and verified them. | Laboratory and radiology staff |
| Pharmacy | Medicines dispensed with batch and quantity, and the medicine stock with batches, expiry dates, suppliers and prices. | Pharmacists |
| Admissions | Ward and bed, attending doctor, nursing and round notes, vitals during the stay, transfers and the discharge summary. | Doctors, nurses and reception |
| Bills and payments | Charges, discounts, payments and refunds with method, reference and receipt number. | Reception and cashiers |
| Staff | Name, email and role of the hospital’s staff, doctors’ profiles (specialty, qualifications, registration number, fees, timings, photo) and what each person recorded. | The hospital |
| Phones signed in to the app | Device name, platform, app version, last use and IP address, and a push-notification token when you allow notifications. | You |
| Billing | The hospital’s name and contact person, invoices and payment proofs (for example, bank transfer receipts). | The Owner |
| Technical data | IP address, browser and device type, sign-in sessions, security and error logs, push notification subscriptions. | Your browser or device |
Health information is sensitive personal data. Hospitals must record only what care, billing and the law need, give each staff member the role that matches their work, and keep printed reports and slips safe. Patients should link only their own and their family’s files.
How the data is used
- To provide NVDRA Hospital to the hospital: registration, booking, the queue and its display, vitals, consultations, prescriptions, laboratory and radiology, pharmacy, admissions, billing, reports and printing.
- To show patients their own and their family’s records from hospitals that share records, in the patient portal and the mobile app, and to let them book online.
- To notify people: staff about online bookings, and patients about bookings, ready reports, prescriptions and discharge summaries, by in-app or push notification and, when the hospital switches on email alerts, by email.
- To answer contact-us messages: NVDRA staff read them in the NVDRA Admin Panel and reply by email.
- To sign you in once across NVDRA applications through our single sign-on service.
- To bill hospitals and verify payment proofs.
- To keep the Service and its users safe: preventing fraud and abuse and protecting accounts.
- To support you and to fix problems you report.
- To improve the Service using aggregated usage information (for example, how many organisations use a feature), not the contents of your records.
- To meet legal obligations, such as keeping records the law requires and responding to lawful requests.
Our reasons for processing are: performing our contract with the hospital and with you; the hospital’s instructions; consent where it is needed (for example, push notifications on your device); our legitimate interest in running a secure, reliable service; and legal obligations. We make no decisions about people based solely on automated processing that have legal or similarly significant effects.
Health records
Each hospital’s patient records stay inside that hospital. Another hospital never sees them, even when the same person is a patient at both; only you, through your own account, see your files from several hospitals together.
NVDRA staff do not read medical records. They may open a hospital’s account only to give support it asks for, through a logged and time-limited “log in as user” session, and they see only what that user may see.
The NVDRA Admin Panel receives only counts per hospital (doctors, patients, appointments), never patient details.
Who receives the data
We do not sell or rent personal data. It is shared only as follows:
- The hospital whose patient you are: everything in your file there, visible to its staff according to their roles (for example, the laboratory sees the tests it must run, the pharmacy the prescriptions it fills).
- The account linked to a file: finished prescriptions, verified reports, bills and discharge summaries of that file.
- The waiting-hall display: your token number, first name and the doctor’s room while you wait.
- Service providers who help us run NVDRA Hospital and may only use the data to do so: hosting and backup providers, email delivery providers, and the push services of browser and phone makers (such as Google, Apple and Mozilla).
- Other NVDRA applications the hospital connects, which receive only the data needed for the connection.
- Authorities, when required by law, a court order, or a lawful request of an investigating agency under the Prevention of Electronic Crimes Act, 2016, or when needed to protect someone’s safety. Where the law allows, we tell the hospital first.
- A buyer or successor of our business, under the same protections, if the Service is transferred. We will tell hospitals before that happens.
Where the data is stored
NVDRA Hospital is hosted on servers operated by our hosting providers, which may be located in Pakistan or abroad. Some providers listed above process data in other countries. When data is processed outside Pakistan we use providers that apply recognised security standards, and we limit what they receive to what is needed. If Pakistani law requires certain data to be kept in Pakistan, we will comply.
How long data is kept
- Hospital records are kept while the hospital’s account is open and as long as the hospital keeps them.
- After a hospital closes its account, its data stays available for export for 30 days and is then deleted from the live system within a further 60 days. Backups are overwritten on a rolling cycle of up to 90 days.
- Patient files and clinical records are kept while the hospital’s account is open and for as long as the hospital must keep medical records by law; cancelled appointments and orders stay in the records, marked as such.
- Payments are never deleted: a wrong receipt is corrected with a refund entry so the cash book stays complete.
- A phone signed in to the app stays signed in for up to 60 days without use.
- Your NVDRA account is kept until you ask us to delete it or it has been inactive for a long period and is no longer linked to any organisation.
- Billing records are kept for as long as tax and accounting laws require.
- Security and access logs are kept for at least one year, as service providers are required to retain traffic data under the Prevention of Electronic Crimes Act, 2016, and longer if needed for an investigation.
How the data is protected
- All connections use HTTPS encryption, and passwords are stored only as one-way hashes; we cannot see them.
- Access is based on roles, so each person sees only what their role needs. Private files are stored outside the public web folder and served only to people allowed to see them.
- Test attachments are kept on private storage, never at a public address, and are served only to the hospital’s staff.
- The queue display link is secret and can be changed by the hospital at any time.
- Access by NVDRA staff is limited to authorised people for support, security and legal reasons. When a senior administrator signs in as a User from the NVDRA Admin Panel, a reason is required, a banner shows it is NVDRA access, and the session is recorded in audit logs.
If a security incident affects personal data, we will inform the affected hospital without undue delay so that it can inform the people concerned, and we will take steps to limit the harm.
Your choices and rights
You can ask to see the personal data held about you, to correct it, to delete it where it is no longer needed, to receive a copy in a common format, or to object to a use of it. You can also turn push notifications off in your browser or phone settings, and change your name, email, phone and password in your NVDRA account.
For records kept by a hospital, please contact the hospital; it decides on the request and we help it. For anything else, write to support@nvdra.com. We will reply within 30 days. We may need to confirm your identity first, and some data may have to be kept for legal reasons; if so, we will explain why.
Cookies
NVDRA Hospital uses only the cookies and browser storage needed for signing in, security and remembering your choices. It does not use advertising or tracking cookies. See the Cookie Policy.
Changes to this policy
We will update this policy when our practices or the law change, and show the date of the latest version at the top. If a change materially affects how personal data is used, we will tell you by email or in the app before it takes effect.
Contact
NVDRA Technologies
Email: support@nvdra.com