Privacy Policy

1. About OncoFlow Assist

OncoFlow Assist is a care-navigation service for adults who are already receiving outpatient cancer care. A hospital, cancer center or clinic (“your hospital”) decides to offer OncoFlow Assist and invites you to use it. It helps you understand your care journey, keep track of appointments, find information your hospital has approved, raise practical needs and reach your care team.

OncoFlow Assist does not diagnose conditions, recommend or change treatment, give medical advice or provide emergency services. Your hospital’s own privacy notices continue to apply to the care it provides to you.

In this policy, “OncoFlow Assist”, “we” and “us” refer to the OncoFlow Assist service and the team that operates it.

2. Information we handle

Account and sign-in information

Your email address, the name you enter when you accept your invitation, and the identifiers our sign-in provider, Microsoft Entra External ID, assigns to your account. You sign in with a one-time code sent to your email; OncoFlow Assist does not see or store your codes or any password.

Your patient profile and hospital relationship

Your name as your hospital recorded it, your hospital’s patient reference, which hospital invited you, the status of your account and when your invitation was sent and accepted.

Appointments and care journey

Appointment dates, times, types and locations your hospital records, requests you send to change an appointment (including the days that suit you), and the steps and status of your care journey.

Conversations and messages

Messages you send in the app, replies from OncoFlow Assist and from your care team, requests for support you raise, and when a conversation is handed to a person on your care team.

Reports and acknowledgements

If you report a reply, the reason you chose, any comment you add, a copy of the reply and of the message it answered. We also record when you acknowledged the Terms of Use and this Privacy Policy, and which versions.

Notifications and your device

Notifications shown in the app and, if you allow notifications on your device, a device registration that lets us send alerts to it. Alerts on your device tell you that something changed; they do not contain your messages or appointment details, which you see only after signing in.

Technical and security information

Information needed to run and protect the service, such as the time of a request, the app version, error and performance information and internal account identifiers. We design this operational information to leave out the content of your messages.

3. How we use information

• To provide the navigation features your hospital offers, such as your care journey, appointments and hospital information.
• To deliver your messages and requests to your care team and show you their replies.
• To prepare AI-assisted navigation replies (see section 4).
• To send you notifications about changes to your care information.
• To help your hospital understand, in summary form, which kinds of navigation needs come up, so it can improve its services.
• To review reported replies and improve the safety and quality of OncoFlow Assist.
• To keep the service secure, prevent misuse, fix problems and meet legal obligations.

We do not sell your information and we do not use it for advertising.

4. AI-assisted replies

Replies labelled as coming from OncoFlow Assist are prepared by an artificial intelligence model. To prepare a reply, OncoFlow Assist uses your message, the earlier messages in that conversation, relevant information about your appointments, care journey and support requests, and documents your hospital has approved for patients. We record which of your hospital’s documents informed a reply.

AI replies can be incomplete or wrong. They are not medical advice. You can ask for a person on your care team at any time, and you can report any reply that seems wrong, unsafe or inappropriate.

5. Who can see your information

• Your hospital. Authorized members of your hospital’s care teams can see the information they need for their role, such as your conversations with their team, your requests, appointments and care journey.
• The OncoFlow Assist team. A small number of authorized people who operate the service may access information when needed to support, secure or improve it, for example to review a reply you reported.
• Service providers that host and run the service for us (section 6).
• When the law requires it, or to protect the safety and security of people and the service.

Information from one hospital is never shown to another hospital.

6. Service providers

We use these providers to run OncoFlow Assist:

• Microsoft Azure, which hosts the service and its data, including the database, file storage, search of hospital documents, the Azure OpenAI Service that prepares AI-assisted replies, notification delivery, service monitoring and Azure Communication Services, which sends the email that confirms an account deletion.
• Microsoft Entra External ID, which handles sign-in and sends one-time sign-in codes by email.
• Google Firebase Cloud Messaging, which delivers notification alerts to Android devices.

These providers process information on our behalf to provide their services.

7. Keeping and deleting information

We keep information for as long as your hospital offers OncoFlow Assist to you and as long as needed for the purposes in this policy, including security, the review of reported replies and legal obligations. Your hospital may also need to keep records under its own obligations.

Accounts are created only when a hospital invites a patient; you cannot create an account yourself. You can delete your OncoFlow Assist account at any time, as described in section 8. For anything else about your information, contact your hospital or us (section 14) and we will work with your hospital on your request.

8. Account and data deletion

You can delete your OncoFlow Assist account in the app: open the menu, choose Legal & privacy, then Delete account. If you can no longer use the app, you can ask us to delete your account on our account deletion page. We confirm that a request made on that page is yours before we act on it, so it does not close an account by itself.

When you confirm the deletion in the app:

• your access to OncoFlow Assist is closed and you are signed out;
• your active OncoFlow Assist conversations are closed, and open requests for help through OncoFlow Assist are closed;
• the notification registrations of your devices are removed.

When we then process the deletion:

• your sign-in account is deleted, unless the same sign-in is still used for other OncoFlow Assist access, such as working for a hospital;
• your in-app notifications are deleted;
• we send one email to the address you signed in with, to confirm that your account has been deleted.

Deleting your OncoFlow Assist account does not cancel your hospital appointments, treatment or other care, and it does not delete your hospital’s own patient record.

Some information is retained in accordance with the applicable privacy and retention policy: your past conversations, kept as closed records that your care team can still see; your hospital’s appointment and care-journey records; the versions of the Terms of Use and Privacy Policy you acknowledged; reports about AI-assisted replies; security, activity and usage records; and a record of the deletion itself. This policy does not set a fixed period for keeping this information.

If your hospital later invites you to OncoFlow Assist again, your new account is linked to the same hospital patient record. Conversations that are still retained from your earlier account then become visible to you again, as closed conversations.

9. Security

Information is encrypted in transit and is stored in Microsoft Azure services that encrypt data at rest. Access is limited to the people and systems that need it for their role, and hospitals can see only their own patients. No system is completely secure; please tell us if you believe your account has been misused.

10. Your choices and requests

• You can turn device notifications off at any time in your phone’s settings.
• You can delete your OncoFlow Assist account in the app or on our account deletion page (section 8).
• You can ask your hospital or us for a copy of your information, or to correct or delete it.
• You can ask a person on your care team for help instead of using AI-assisted replies.

11. Demonstration environments

Some OncoFlow Assist hospitals are demonstration hospitals used for product evaluation and app review. They contain only fictional people and data, and never real patient information.

12. Adults only

OncoFlow Assist is intended for adults and is not directed to children.

13. Changes to this policy

When we update this policy we change the “Last updated” date above. If a change is significant, the app will ask you to review the updated policy before you continue.

14. Contact

For questions about this policy or your information, contact your hospital, or write to us at support@oncoflowassist.com.

For product support and general enquiries, visit our Contact page.