Account and client details
Structured account and patient data is hosted in the UK.
Security and privacy
Your clients trust you. Here’s how we look after what they tell you.
Plain answers about who can see your records, where they’re kept, and which other companies are involved. If something isn’t covered here, ask us.
The short version
What we do, in one list.
- By default, owners, practitioners and admins set up two-step sign-in in their first 7 days, with backup codes in case they lose their phone.
- Each practice’s records are walled off from every other practice, in the app and again in the database.
- Uploaded files are stored in the EU. Where the main services keep information is set out below.
- Everything travels over an encrypted connection, and stored data is encrypted.
- Important changes are logged, and the log can’t be edited from the app.
- Card details are handled by Stripe. We never see or store card numbers.
- Uploaded documents are checked for viruses.
- Automated security checks run every week.
- Video sessions are never recorded.
- Note drafts never go into a record without the practitioner’s sign-off.
Access
The right people, and only the right people.
Signing in
A second check at the door.
Two-factor authentication (two-step sign-in) adds a code from your phone to staff sign-in. By default, owners, practitioners and admins set it up in their first 7 days, with backup codes in case they lose their phone. Passwords are stored scrambled, never as plain text.
Roles
Each person sees what their job needs.
Give a colleague or receptionist their own sign-in and choose their role. You can limit which clients each practitioner sees, and who can see money.
Separation
Your practice, walled off.
Each practice’s records are kept apart from every other practice’s, in the app and again in the database itself.
Accountability
See who did what, and when.
Numa Health logs important changes: who changed a record, who sent a message, and what ran automatically. The app can add to the log but can’t change or delete it, and you can see who looked at which client’s record.
Some reminders and form messages are switched on from the start. Check them before your first real booking: a sent message can’t be taken back.
Activity logTuesday
- 07:30Appointment reminder sent to TomAutomatic
- 09:12Opened Tom’s recordSarah
- 09:40Moved Tom’s appointment to ThursdaySarah
- 12:40Sent an invoice to TomSarah
- 17:05Signed off Tom’s session noteSarah
Entries can’t be edited from the app.
If you use note drafting
Consent first. Drafting needs your client’s recorded consent and respects anyone who has said no.
A draft, not a decision. Drafts are written automatically by software and can contain mistakes. Note drafting is an administrative aid: it does not diagnose, triage or suggest treatment.
You sign it off. Nothing is saved to the client’s record until you’ve checked it and signed it off.
Who processes it. The notes you provide are sent in full, over an encrypted connection, to a specialist provider, which processes them outside the UK.
Where it’s kept
It depends on the service, so here are the main ones.
Files and documents
Encrypted files and media are stored in an EU-jurisdiction bucket. In plain terms, uploaded documents are stored, encrypted, in data centres in the EU.
Video sessions
Calls are never recorded, and video consultations are pinned to the configured European region (London by default).
Other companies we use
Approved subprocessors may process limited data outside the UK/EEA under documented UK GDPR transfer safeguards. That includes text and WhatsApp messages: our current messaging configuration does not guarantee EEA-only processing, and Twilio and, for WhatsApp, Meta Platforms may process messaging data outside the UK/EEA, including in the United States.
Note drafting (optional)
Note drafting is separate. If you use it, the notes you provide are sent in full to the company whose software writes the draft, and are processed outside the UK.
Our privacy notice explains the safeguards we rely on for messaging transfers, including the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, backed by a transfer risk assessment.
Behind the scenes
The less visible work.
Encryption
Everything travels over an encrypted connection, and stored data is encrypted. Some of the most sensitive details, such as form answers and sign-in secrets, get an extra layer of encryption.
Backups
Our database provider keeps continuous backups.
Virus checks
Every document uploaded to Numa Health is checked for viruses.
Weekly checks
Automated tools check our code and the software we rely on for known security problems every week.
Payments
Card details are entered on forms run by Stripe and never touch our servers.
Who is responsible for my clients’ information?
Your practice decides how your clients’ information is used. Our privacy notice explains how we handle it. Ask us if you need data processing terms.
Does everything stay in the UK?
No, and we’d rather tell you than promise something we can’t. Structured account and patient data is hosted in the UK. Files and media use an EU-jurisdiction storage bucket, and video consultations are pinned to the configured European region (London by default). Some providers, including our text and WhatsApp providers, may process limited data outside the UK/EEA. If you use note drafting, your notes are processed outside the UK. The details are above and in our privacy notice.
Do I have to use note drafting?
No. You can organise appointments, write notes and send invoices without it. If you do use it, your client’s consent comes first and you sign off every note.
Can note drafting make clinical decisions?
No. Drafts are written automatically by software from the notes you provide. They can contain mistakes and they do not diagnose. You check, change and sign off the note, and the clinical judgement stays with you.
Can a client say no to note drafting?
Yes. Drafting needs the client’s current consent, and you can switch it off for an individual client at any time.
Can I take my data with me if I leave?
Yes. You can download your client list, notes as PDFs, payments and reports. There isn’t a single ‘download everything’ button yet, so allow some time if you’re leaving.
Where can I ask a privacy question or get the list of providers?
Email privacy@kestrelpulse.co.uk for the current list of providers who handle data for us. For access, correction, deletion or other data-rights requests, see the contact and rights sections of our privacy notice.
The detail
Read the documents behind this page.
The privacy notice covers what we collect, why, your rights and how to contact us. The terms describe the service and the responsibilities that come with using it.
Software settings support your practice’s processes. They don’t replace your own professional judgement or your data-protection responsibilities.
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