Security & Privacy at PharmaSolve

PharmaSolve provides AI-powered communication services designed for pharmacies. Because interactions with Chloe and Theo can involve personal and health information, privacy and security are important considerations in how our services are designed and operated.

This page explains PharmaSolve’s current approach to patient information, privacy, security and third-party services. We will continue to expand the technical information published here as our security and privacy programme develops.

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Patient information and privacy

Chloe and Theo may process information provided during interactions with a participating pharmacy in order to respond to enquiries and support pharmacy workflows.

Where personal or health information is involved, PharmaSolve’s privacy programme is being developed with reference to New Zealand’s Privacy Act 2020 and the Health Information Privacy Code 2020.

PharmaSolve is currently documenting its data flows, third-party providers, retention arrangements and security controls so that pharmacies can receive clearer, evidence-backed information about how data is handled.

Call recording and transcription

Depending on the configuration selected by the pharmacy, calls handled through PharmaSolve may be recorded and transcribed.

Recording and transcription can each be disabled independently for an individual pharmacy by PharmaSolve through backend configuration. These controls are not currently available as self-service settings in the pharmacy dashboard. When either is disabled, that data is not saved to the database.

Our security programme

PharmaSolve is implementing a structured security and privacy programme covering areas including:

Access control and authentication
Data handling and retention
Third-party service providers
Incident response
Backup and recovery
Vulnerability and security management
Security governance and assurance

As this work is completed and verified, we will publish further information about the controls used to protect information handled through PharmaSolve.

Third-party services

PharmaSolve uses specialist technology and infrastructure providers to deliver parts of its services.

We are documenting the providers involved in processing and storing information, their role in the service, and relevant processing arrangements. Verified subprocessor information will be published as this review is completed.

New Zealand privacy

PharmaSolve’s privacy programme is being developed with reference to New Zealand’s Privacy Act 2020 and the Health Information Privacy Code 2020, including requirements relevant to the collection, storage, security, use and disclosure of health information.

For pharmacy customers

Reviewing PharmaSolve for your pharmacy?

We welcome reasonable security and privacy due diligence from pharmacy owners, authorised IT providers and other customer representatives.

For security or privacy enquiries, please contact:

privacy@pharmasolve.co.nz