How Synectra protects care-team and patient information.

Information we collect

• Account and clinic access information, including name, email address, authentication identifiers, clinic membership, role, discipline, and workspace scope.
• Care workspace data, including patient profile details, care-team assignments, care plans, tasks, notes, messages, activation status, and notification preferences.
• Patient activity submitted through the mobile app, including check-ins (such as weight, blood pressure, and symptoms), task completions, messages to the care team, directory inquiries, and files the patient chooses to upload.
• App and device signals, including session cookies, selected organization scope, theme preference, request timing, error status, push notification registration tokens, crash diagnostics, and security or reliability signals.

The Synectra mobile app

• Health information is never stored on the device. The app keeps only sign-in session material and screen-lock verification data in the device's secure storage, and health-related actions require an active connection.
• Access to the app is protected by the patient's account password and a 6-digit screen-lock PIN. Repeated failed PIN attempts require re-verification by email before access is restored.
• Patients may optionally enable Face ID, Touch ID, or their device's biometric unlock as a convenience over PIN entry. Biometric matching is performed entirely on the device by the operating system — biometric data never reaches Synectra, and the app stores only the on/off preference. The PIN always remains available and required after a restart or an email reset.
• The camera and photo library are used only when the patient chooses to photograph or attach a document to share with their care team. The app never scans or accesses the photo library beyond the items the patient selects.
• Files a patient uploads are stored in private, encrypted storage and are available only to the patient's authorized care team through access-controlled links. File names and storage identifiers do not expose patient names.
• Push notifications contain only generic wording, such as "You have a new message." They never include health details. Details load only inside the app after sign-in and screen-lock unlock. Notifications are optional and can be turned off in the app or in device settings.
• If the app encounters an error, a crash report stripped of identifying and health information may be sent to Synectra to keep the app reliable.

How we use information

• Provide secure provider and patient access to Synectra.
• Route patient records to the assigned clinic and care team.
• Support care-plan review, task approvals, notes, messaging, onboarding, and notifications.
• Protect accounts, investigate security issues, troubleshoot reliability, and maintain auditability.
• Comply with clinic contracts, legal obligations, and applicable healthcare privacy requirements.

How information is shared

Authorized clinic users see patient information only within the workspace and role access granted to them. Synectra uses carefully managed service providers for hosting, authentication, email delivery, monitoring, and security operations under applicable agreements when enabled.

Synectra may disclose limited information when required for legal, compliance, security, or abuse-prevention reasons.

Cookies and monitoring

Synectra uses essential cookies for login sessions, selected organization scope, security controls, and preferences. Operational monitoring may collect limited technical signals to keep the service reliable and secure.

Retention, deletion, and rights

Synectra retains information for as long as needed to provide the service, comply with legal and healthcare record obligations, and protect the platform. Depending on where you live, you may have rights to request access, correction, deletion, or information about how personal information is used.

Contact

Questions about privacy or security can be sent to support@synectrahealth.com.