Where patient data is stored
Patient data is stored in Australia. The database is hosted in Sydney, and the servers that read and write it run in Sydney.What Routiq receives
When you connect your practice system or upload a list, Routiq receives the patient details your clinic holds: name, mobile number, email, date of birth where recorded, and appointment history. It also receives your appointment types and prices, practitioners and locations. Patient exports can include notes when you map that column. Where your practice system allows it, Routiq also imports treatment notes, appointment notes and patient notes so staff can search them in Campaigns; draft treatment notes are left out unless staff include them. Cliniko invoice history (dates, status, item names and codes, quantities and amounts) comes in only if an owner or admin turns on Read invoices for campaigns in Integrations. It is off by default. Notes searches run on AI hosted in Australia (Claude on Amazon Bedrock). Routiq also keeps the texts patients send and the replies that go back, and, for calls, the caller’s message, a summary and a transcript.Who else handles it
Routiq uses other companies for specific jobs. Some of them process information outside Australia:
Your clinic’s number, and the texts and calls that come in to it, run through our phone number provider. Error reports and product analytics have names, phone numbers and message contents stripped before they leave. Your card details for billing stay with Stripe.
Different AI tasks use different services
The campaign audience chat, spreadsheet column helper and Speak to Daniel run in Sydney. Patient replies and rebooking drafts can use Anthropic outside Australia. Conversation traces are retained by Langfuse outside Australia. Patient voice calls use ElevenLabs and its Google model; recordings are kept by the voice provider until deleted. In-app Speak to Robyn uses ElevenLabs and Claude, with no voice recording and 30-day conversation retention. Staff calls made by telephone instead use the line’s recording settings. Inbound texts pass through Twilio in the US. Push alerts to clinic phones do not name patients or include their messages. These arrangements mean Australian database storage does not mean every service processes or retains information only in Australia.Keeping clinics apart
Each clinic’s information is kept apart by the database itself, so one clinic’s staff can’t see another’s. Inside your clinic, each login has a role (owner, admin, staff or read only) that decides what it can change.Keys and passwords
- The API key you paste to connect Cliniko or PracSuite is checked, then “stored sealed — nobody here can read it back.” It’s encrypted, and it’s destroyed when you disconnect.
- Private calendar links are sealed like API keys.
- Sign in with your mobile and a texted code, or your email. Passwords need at least 12 characters. You can also sign in with a one-time emailed link that expires in an hour.
When Routiq staff can see your clinic
To set your clinic up or help with a problem, Routiq staff can open your clinic’s account as an admin, for up to an hour at a time. Only Routiq staff with a confirmed Routiq email can, and Routiq logs every visit.Your patients’ choices
- A patient can stop marketing texts at any time by replying STOP, or with the link in a message. Routiq keeps that choice permanently. See Opt-outs.
- A patient can ask your clinic for a copy of what’s held about them, or ask for it to be erased. Your clinic makes the request to us. Ask us to confirm its scope and completion, including any copies held by external providers.
Your messages, your name
Rebooking messages, campaigns and Robyn’s replies go out under your clinic’s name. Your clinic is responsible for what’s sent, including the rules for advertising a regulated health service. Routiq gives you the controls to keep it right:- Assist for replies and rebooking, so a person approves drafts in each lane;
- review before sending in the Message Queue;
- Must-know info rules that Robyn follows in every reply;
- How Robyn writes settings for how she writes to lapsed patients.