Data protection
Who sees which details?
What care providers see before and after the choice, what emails contain and when the operator may look at case contents.
Who sees which details of a case depends on how far the placement has progressed. Only what is needed for the next step is passed on.
In emails
Matching care providers receive an email with the case number, type of care, service areas, postcode and town, start and a link into the portal – nothing more. Diagnoses, free texts, messages, names, addresses and contact details are never in an email. The notifications can be unsubscribed.
In the portal before the choice
- Signed-in care providers whose service area and offer match the case see the details for the placement: among others type of care, place with the approximate distance, start, services, care level, diagnoses, short description and notes – for organisations also the service contact.
- Locations without a location subscription see a preview without a recognisable referrer.
- The responsible person, the details of the consent and the team notes are only seen by the referrer’s own team.
- No care provider sees the offers of other care providers.
After the choice
Only the care provider that was chosen receives the phone number and email address of private seekers. The parties exchange the name and address of the person concerned directly, not through the portal. The referrer sees for its case which care providers were notified and how they responded – as a record for its documentation.
Providers outside the portal
If too few care providers respond, the referrer can call further providers nearby itself. Pflege Patienten passes no case data to these providers; an email request for free capacity only contains the type of care, service areas, postcode and town, the desired start and the name of the referring organisation, without health details.
The operator
We do not look at case contents, messages and team notes in regular operation. Access is only allowed to persons with a separate permission, read only and only with a documented reason from a fixed list – for example a support request, a request from a person concerned or an error analysis. Reason, time and extent are logged before reading; the administrators and “Audit/IT” of an organisation see these accesses in the portal under “Settings” → “Operator access log”. We only open messages and team notes if there is a suspicion of abuse in the communication.
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