Privacy Policy
VisibleHand, Inc. · Last updated October 5, 2026
This policy explains how VisibleHand, Inc. (“VisibleHand”, “we”) handles information in connection with VH Rounding — our mobile applications, our web application, and the services behind them (together, the “Service”).
Our role: we hold this information for someone else
VisibleHand sells to healthcare and residential-care organizations. Under the U.S. Health Insurance Portability and Accountability Act (HIPAA), those organizations are Covered Entities and VisibleHand is their Business Associate.
The practical consequence is the most important thing on this page: the protected health information (PHI) in the Service belongs to the facility, not to us. We process it only to provide the Service, only as the facility instructs, and only as our Business Associate Agreement (BAA) with that facility permits. Where anything in this policy appears to conflict with a signed BAA, the BAA governs.
We do not sell personal information. We do not use PHI for advertising. We do not use PHI to train machine-learning models.
Who uses the Service
VH Rounding is a tool for staff. Care staff use it to see which residents are due for a scheduled safety check, to record what they observed, and to receive alerts. Residents do not have accounts and do not log in — but information about them is recorded in the Service by the staff who care for them.
What the Service holds
Information about residents (PHI — controlled by the facility)
| Category | Examples |
|---|---|
| Identity and location within the facility | Name, date of birth, unit, room, bed, admission and discharge dates |
| Care documentation | Scheduled check records — time, the observed activity, location, and the staff member who recorded it — plus observation level and frequency, precautions, and notes |
| Photographs | A resident photo, where the facility chooses to use them for identification |
| Location signals | Where the facility uses our real-time location features, readings from a Bluetooth beacon assigned to a resident, and the resulting position within the facility |
Information about staff users
- Account details: username, display name, role and permissions, and the facilities you may access.
- Contact details where the facility provides them, such as an email address or mobile number for alerts.
- Authentication data: password hashes (never the password itself), session and sign-in records.
- Activity records: the checks you recorded and administrative changes you made. This is deliberate — the Service is a care record, and knowing who documented what is the point of it.
Information about devices
Because the Service runs on shared and often facility-owned handsets, we record information about the device rather than about you personally:
- A device identifier we generate, plus hardware model, operating-system version and app version.
- Enrollment details where the device is managed by the facility's mobile-device-management system.
- Connectivity and reliability diagnostics: network state, sync failures, crashes, and battery and memory conditions. We use these to work out why a device stopped reporting — a silent handset in a care setting is a safety problem, not just a support ticket.
With location permission, the Android app may attach the device's most recent available location reading, including latitude, longitude, source and timestamp, to a recorded observation. This reading may come from GPS or another Android location provider; it may be approximate or older than the observation. Recording an observation does not require a location reading. Bluetooth scanning receives signals from facility-assigned beacons to support proximity confirmation during rounding.
Where the information goes
We share information only in these circumstances:
- With the facility. Its administrators can see the records created by its staff — that is what they subscribe to the Service for.
- With infrastructure providers acting on our behalf. The Service runs on Amazon Web Services. Push notifications to phones are delivered through Google Firebase Cloud Messaging and Apple Push Notification service. These providers are bound by agreements that include HIPAA Business Associate Agreements where they handle PHI.
- With mobile diagnostics and map providers. The Android app uses Google Firebase Crashlytics for crash reports and Google Maps for map display. These SDKs may process device and installation identifiers, app interactions and diagnostics. Crash reports include device identifiers and account/facility context to help us investigate reliability problems.
- Where the law requires it, or to investigate a security incident, or to prevent serious harm.
- In a corporate transaction, subject to the same protections described here and to the facility's BAA.
Data is stored and processed in the United States.
How it is protected
- Encrypted in transit using TLS, and encrypted at rest.
- Checks recorded while a device is offline are encrypted on the device until they sync — always, not only when a network is unavailable.
- Each customer's records are isolated from every other customer's.
- Access is role-based and limited to the minimum needed. Staff access to the Service is controlled by the facility.
- Devices can be restricted to those the facility has registered.
- Our staff receive HIPAA training, and we commission independent penetration testing.
No system is perfectly secure. If a breach of unsecured PHI occurs, we notify the affected facility in accordance with the BAA and the HIPAA Breach Notification Rule so it can meet its own obligations.
How long it is kept
Records are retained for as long as the facility remains a customer, because care documentation has retention obligations under state law that fall on the facility. When an organization stops using the Service, we give it the opportunity to export its data and then remove PHI from our systems, in line with our data retention policy and its BAA. Backups age out on their own schedule.
Requests from individuals
Residents and their representatives have rights over their health information — including access, correction, and an accounting of disclosures. Those rights are exercised with the facility, which holds the relationship and the legal responsibility. As a Business Associate we are not permitted to release or amend records directly, and we will refer such requests to the facility.
If you are a staff user and want to know what account information we hold about you, contact your administrator, or write to us at the address below and we will work with your facility.
Staff account and data deletion
Staff users can request deletion of their VH Rounding account and associated personal data by emailing privacy@visiblehand.io with the subject “VH Rounding account deletion.” Include your username and organization or facility name so we can identify the account. Do not send your password or any patient information. You do not need to reinstall the app or sign in to make this request. The same instructions are available in the Android app under Support → Privacy Policy.
We verify your identity and coordinate with your facility, which controls staff access and care documentation. We delete account profile, contact and authentication information that is no longer needed, together with associated personal data that is not subject to a legitimate retention requirement. Disabling sign-in alone is not account deletion.
Care records you created, including the attribution needed to identify who documented an observation, may be retained under the facility's legal and contractual record-retention obligations. Necessary security and audit records may also be retained. Retention depends on the facility's applicable requirements and BAA, as described under “How long it is kept”; backups age out under the applicable backup schedule. We explain any information that must be retained and its applicable retention period when handling your request.
Children
The Service is not offered to the public and no one signs up for it directly. Some facilities care for people under 18, and information about them is handled as PHI under the facility's BAA on the same terms as any other resident record.
Changes
We will update this policy when the Service changes. Material changes are communicated to customer facilities; the “last updated” date at the top always reflects the current version.
Contact
VisibleHand, Inc.
privacy@visiblehand.io
+1 (866) 500-5369