GDPR: What types of data are collected by Physitrack?

Physitrack is a platform designed from the ground up around privacy and security of both your own and your clients' data. All policies and engineering standards follow this principle. Further, Physitrack is not in the business of sharing data with third parties. Our revenue comes from subscriptions and enterprise features, plain and simple.

  • Physitrack runs its applications and databases on Amazon Web Services (AWS). AWS operates perhaps the most secure data centers in the world
  • Data is stored in a database that is hosted in the same data center ("availability zone") as the server on which you use Physitrack. For example, if you use us.physitrack.com, both the application and the database are in the US, and if you use uk.physitrack.com, both the application and the database are in the EU.
  • Sensitive fields are encrypted "at rest" (when stored "persisted") in the database as well as "in flight" (when being transferred between your browser/device and our application).
  • Physitrack makes two types of database backups: a real-time backup and a backup that is made every 24 hours. These backups are stored in a different data center from the online database to avoid data loss in case of a catastrophe.
  • Backups are encrypted.

The list below enumerates what type of data we store.

Note that Physitrack does not store any credit card information on our systems.
Payments are processed by Adyen, our payment processor.

Practitioner data

Field name Description 3rd party processors
First & last name Adyen, Customer.io, Helpscout, Livechat, Twilio
Email address Adyen, Customer.io, Mailchimp
Owner Which PT Direct account owns this practitioner? Adyen, Customer.io
Practice name Adyen, Customer.io
Address Adyen
Country Adyen, Customer.io
State
Customer.io
Skype ID
Mobile phone Twilio
Timezone Customer.io
VAT ID
Agreed to terms of service?
Subscription status Customer.io
App preferences E.g. weight units, notification preferences
Password Encrypted
Affiliation Practice management system or organization Customer.io
API integration  Patient management system (PMS) and api key for the Physitrack-connection to the PMS Customer.io (only the name of the PMS, not the key)
Attempted logins Timestamp and IP address of unsuccessful login attempts
Custom templates Custom templates created by this practitioner
Messages Encrypted. Messages sent to and received from clients.
Video call log Logs (timestamp and duration, not contents) of video calls
Sign in count Customer.io
Last sign in date & IP Customer.io (only timestamp)
Current sign in & IP
Creation date Customer.io
Date record was last updated
Search settings Recent search settings
Custom exercise videos and images Coconut, Algolia, Customer.io (only count)

Client data

Field name Description 3rd party processors
First & last name -
Gender -
Year of birth -
Mobile phone Twilio
Email Mailchimp
Access code & exercise program Access code and exercise program with its content (exercises and/or educational content and/or outcome measures).
Branch.io, Tokbox, Fabric.io, Twilio
Outcome measures Encrypted. Answers to outcome measures. -
Messages Encrypted. Messages sent by and to the client, exercise feedback. -
Video call log Timestamp and duration of made video calls. -
Video call audio Encrypted. If enabled by the practitioner, an mp3 audio recording of made video calls. -
Adherence details Encrypted. Details of the completion of sets, reps, hold, pain level, etc. -
Diagnosis code Encrypted. Optionally, a practitioner may choose to store diagnosis codes on Physitrack. -
Custom exercise videos and images The practitioner is prevented from entering the client's first and last name in the exercise title or description. Coconut, Algolia

Access code & client-identifiable information
As soon as an access code contains patient-specific information (e.g. messages, outcome measures or exercises featuring this patient), the client must enter their year of birth to access the exercise program. Only a certain amount of incorrect attempts can be made every hour before PhysiApp is locked.

Third party vendors that process data on behalf of Physitrack

  • Ably (GDPR-compliant)
    We use Ably to detect whether a client or a practitioner is online.
    No data is processed by Ably which would allow a third party to identify who the parties are. (A hashed (md5) identifier is sent to Ably for channel names.)
  • Adyen (GDPR-compliant, data processing agreement in place)
    We use Adyen to process our payments.
    No client data is processed by Adyen.
  • Algolia (GDPR-compliant, data processing agreement in place)
    We use Algolia to power our free-text search of exercises.
    No practitioner or client data is processed by Algolia that could let Algolia identify practitioners or clients.
  • Amazon Web Services (GDPR-compliant, data processing agreement in place)
    Physitrack owns and controls logical access to the infrastructure maintained by AWS, while AWS maintain the physical security of the servers, network and the data center.
  • Branch.io (GDPR-compliant, data processing agreement in place)
    We use Branch.io to automatically login clients into (branded versions of) PhysiApp.
    Only the access code is processed by Branch.io.
  • Coconut (GDPR-compliant)
    We use Coconut to transcode all videos into web/mobile viewable formats. No patient information is sent to Coconut, but the videos sent to Coconut for encoding may contain videos that feature a client. Coconut automatically deletes all uploaded content after 24 hours.
  • Cloudflare (GDPR-compliant, data processing agreement in place)
    We use Cloudflare for DNS and content distribution. Cloudflare uses enhanced privacy protocols for DNS over TLS and DNS over HTTPS which prevents data tracking by not linking DNS queries to your personal IP address (personal data) and limits record any retention to 24 hours
  • Tokbox (GDPR-compliant, data processing agreement in place)
    We use Tokbox to help power our video calling functionality. Video streams are encrypted using AES-128 bit encryption.
    Only the access code is processed by Tokbox.
  • HelpHero (GDPR-compliant)
    We use HelpHero to show onboarding tours to practitioners in the demo version of Physitrack, and to practitioners who have not yet added any clients.
    No practitioner or client data is processed by HelpHero.
  • Helpscout (GDPR-compliant, data processing agreement in place)
    We use Helpscout to process customer support emails and display our online knowledge base (such as the one you are looking at). 
    On the web version of Physitrack, when a practitioner sends a message to Helpscout, Helpscout processes the IP address, name and email of the practitioner. 
    Both practitioners and clients have the possibility to send a support email to support@physitrack.com or support@physiapp.com which will be displayed to a qualified Physitrack staff member. 
    We tightly control who has access to Helpscout, and require 2-factor authentication.
  • Mailchimp (GDPR-compliant, data processing agreement in place)
    We use Mailchimp's "Mandrill App" service to send transactional emails such as passwords and access codes. The recipient email and subject line are stored by Mailchimp, but message body is not.
  • Google Analytics (GDPR-compliant, data processing agreement in place)
    We use Google Analytics on our marketing site and on our app, but only for practitioners who are not logged in.
    No practitioner data is processed by Google Analytics other than the customary tracking information, such as screen resolution, ip address, browser, etc.
    No client data is processed by Google Analytics other than the customary tracking information, such as screen resolution, ip address, browser, etc.
  • Google G Suite (GDPR-compliant, data processing agreement in place)
    We use Google G Suite to host our email. All @physitrack.com emails are processed by Google G-Suite on behalf of Physitrack.
  • Customer.io (GDPR-compliant, data processing agreement in place)
    We use Customer.io to send onboarding emails to practitioners.
    The information that is sent to Customer.io is limited to the information that is required to properly identify the correct recipients of our various onboarding emails, and includes activity information such as name, email, the number of patients, number of assigned exercise programs, subscription information.
    No client data is processed by Customer.io.
  • Scout APM (data processing agreement in place)
    We use Scout APM to monitor and improve performance of our database queries.
    No practitioner or client information is sent to Scout APM.
  • Sentry (GDPR-compliant, data processing agreement in place)
    We use Sentry to track errors in our source code. 
    No practitioner or client identifiable data is processed by Sentry, as this data is scrubbed before it gets sent.
  • LiveChat (GDPR-compliant, data processing agreement in place)
    We use LiveChat to enable live support chat to practitioners in the demo version of Physitrack, to practitioners who have not yet added any clients and on the support pages.
    No practitioner or client data is processed by LiveChat.
  • Fabric.io (GDPR-compliantData Processing Terms)
    We use Crashlytics, a product by Fabric.io (which in turn is owned by Google) to track crashes and bugs inside our iOS and Android apps.
    For clients, the access code is processed by Fabric.io to let us more quickly find bugs.
    For practitioners no personally identifiable information is processed by Fabric.io.
  • Transifex (GDPR-compliant)
    We use Transifex to dynamically translate our marketing site. Transifex places cookies to remember which language you are viewing the Physitrack marketing site in.
    No practitioner or patient data is sent to Transifex.
  • Twilio (GDPR-compliant, data processing agreement in place)
    We use Twilio to send access codes via SMS to clients and send various notifications via SMS to practitioners.

Note: healthcare practitioners may choose to automatically share adherence details and exercise program information from Physitrack to their patient management system.
This is  at the discretion and under the control of the clinic or healthcare practitioner.

Get in touch: Contact Physitrack Contact Physitrack