CareLoop privacy policy

CareLoop is software that care organizations use to run their homes and programs: staff schedules, care records, incidents, handovers and payroll-ready time. This policy explains what information the CareLoop website and staff app hold, why, where it is kept and who can see it.

Who is responsible for your information

Each care organization that uses CareLoop decides what is recorded about the people it supports and its staff, and is responsible for those records under the privacy laws that apply to it (in New Brunswick, for health information, the Personal Health Information Privacy and Access Act). CareLoop keeps and processes that information on the organization’s behalf and only on its instructions. Questions about a record should go to the organization first; we will help them answer.

What we hold

Staff and partner accountsName, work email address, role, which sites or clients you work with, and your sign-in history. You sign in with a code sent by email, or with a password if you choose to set one; a password is stored only as a one-way hash, so nobody can read it. Some roles also use an authenticator app. If your organization lists you as an on-call contact, your phone number too, shown to its staff.

Work recordsShifts, clock-in and clock-out times, time corrections, call-ins (that you can’t come in, are running late or are leaving early, the time you gave and a broad reason; any private note for HR is kept apart), shifts you ask to work, duties assigned to you, mileage trips you log, your training records and certificates, and pay details your organization enters for payroll.

Care records your organization entersProfiles and care plans of the people it supports, shift notes, behaviour records, incidents, appointments, medication records, meals, handovers, concerns and confidential reports raised by staff and what was done about them, forms your organization builds and the answers given, progress on care-plan goals, activities and who took part, and attached documents or photos. These can include health information.

Home recordsShopping lists, purchases and their receipts, repairs reported, meal plans, chores, stock counts, sharps counts, and the home's policies and certificates with who counted and who verified them.

Messages and documentsMessages in your organization’s conversations, documents sent to you, and when you opened, acknowledged or signed them.

Your deviceIf you allow notifications, a notification token for your phone. The app asks for camera or photo access only when you choose to take or attach a picture (a record, a receipt, a meal, a repair).

Location, only at clock-in and clock-out, and only where your home uses itSome homes check that you are there when you clock in or out. Your phone reads its position once, at that moment; we keep only whether you were at the home and roughly how far away, never the position itself. There is no tracking at any other time. A home switches this on only after a privacy and consent review, and you are told before it starts.

Activity logWho viewed, changed, downloaded or shared each record, and when. This is kept so organizations can check that records are only seen by people who should see them.

How it is used

Only to run the service for your organization: showing each person what their role needs, sending sign-in codes and work alerts, and producing the reports and exports the organization asks for. We do not sell information, show advertising, use tracking or analytics tools, or use care records to train artificial intelligence.

Who can see it

People in your organization, each limited to what their role and assignments allow. Every view of a care record is logged.
External professionals such as social workers, only for the clients and categories the organization grants them, and only items the organization has released to them.
Our service providers, who host and deliver the service under contract: DigitalOcean in Toronto, Canada (hosting), Supabase in Canada (database and file storage), and Resend, which delivers our emails from servers in the European Union (Ireland). Emails carry your name, email address and things like shift times, but never client details or care records. Notifications to phones pass through Expo, Apple and Google; they say only “You have a secure update”.
Authorities, only where the law requires it.

Where it is kept

Records are stored in Canada (Supabase, Canada Central region; the service runs on DigitalOcean servers in Toronto). Information is encrypted when it travels over the internet and when it is stored; attached files are encrypted again by CareLoop before they are stored.

How long it is kept

Care records are kept for as long as the organization is required to keep them by law and its own policies. They are not edited or deleted silently: corrections are added beside the original. Sign-in codes expire after 10 minutes and sessions after 12 hours. When an organization stops using CareLoop, its records are returned or deleted as agreed in its contract.

Your choices and rights

To see or correct records about you, ask the organization that keeps them. They can export what they hold.
To close your account, see Delete an account.
You can turn notifications off in your phone’s settings at any time.
If you are not satisfied with an answer, you can complain to the office that oversees privacy in your province.

Children

The CareLoop app is for staff of care organizations and the professionals they work with, not for use by children. Records about young people in care are entered and controlled by the care organization.

Changes and contact

We will post any change to this policy here with a new date, and tell organizations in advance of a significant change.

Email privacy@careloop.ca

Privacy policy