MedPal Outreach — Privacy Policy
Last updated: March 2026
Introduction
MedPal Outreach is a healthcare technology platform (ISV) that sends SMS text messages and automated voice calls to patients on behalf of participating healthcare clinics. This Privacy Policy describes how MedPal Outreach collects, uses, and protects information in connection with its SMS and voice communication services.
This policy applies specifically to the MedPal Outreach communication platform. For the MedPal telehealth platform privacy policy, please visit MedPal Privacy Policy.
Information We Collect
MedPal Outreach receives the following information from participating healthcare clinics through their electronic health records (EHR) system integration:
- Patient name
- Phone number
- Appointment date, time, and type
- Healthcare provider name and location
MedPal Outreach does not directly collect information from patients. All patient data is provided by the healthcare clinic through their EHR integration.
How We Use Your Information
Your phone number and associated information are used exclusively to:
- Send appointment reminders and confirmations via SMS
- Deliver automated voice call reminders
- Send post-visit follow-up messages
- Deliver recall and scheduling notifications
- Provide care coordination communications
- Facilitate new patient intake and registration
No marketing or promotional messages are ever sent. All communications relate directly to the patient's healthcare and appointments.
Third-Party Sharing
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
MedPal Outreach uses Twilio as its SMS and voice delivery provider. Your phone number is shared with Twilio solely for the purpose of delivering messages and calls on behalf of your healthcare clinic. Twilio processes this data in accordance with its own privacy policy.
We do not sell, rent, or otherwise distribute your phone number or personal information to any third party for any purpose other than delivering healthcare communications as described in this policy.
Data Retention
Patient information is retained only as long as necessary to provide the communication services described in this policy. When a patient opts out or when the healthcare clinic discontinues service, patient data is removed from the MedPal Outreach platform.
Opt-Out Rights
You may opt out of receiving SMS messages at any time by replying STOP to any message. You will receive a one-time confirmation and no further messages will be sent.
You may also contact your healthcare clinic directly to request removal from SMS and voice communications.
Help & Support
Reply HELP to any message for assistance, or contact us at support@medpal.io.
HIPAA Compliance
MedPal Outreach operates as a Business Associate under HIPAA. We maintain appropriate administrative, physical, and technical safeguards to protect patient health information. Business Associate Agreements (BAAs) are in place with all participating healthcare clinics and service providers.