Privacy Policy

Transition Care Intelligence LLC ("TCIQ", "we", "us", or "our") operates GoTCIQ.com and the TCIQ care coordination platform. This Privacy Policy describes how we collect, use, and protect information in connection with our services.

Information We Collect

We collect information in two contexts: from skilled nursing facility (SNF) operators who use our platform, and from discharged residents and their family contacts who receive follow-up calls on behalf of those facilities.

• Facility staff: Name, email address, job title, and facility affiliation provided during account setup.
• Residents and family contacts: Name, phone number, and what is said during automated post-discharge check-in calls and satisfaction survey calls, including a written transcript of each call and the answers given to survey questions.
• EHR data: Demographic, contact, diagnosis, medication, and encounter information received from the facility's electronic health record via HL7 FHIR, used only to support the discharge workflow and follow-up calls.
• Usage data: Log data, IP addresses, and browser information collected automatically when you use our platform or website. See "Cookies and Analytics" below for how this website measures its use.

Cookies and Analytics

This website (GoTCIQ.com) does not set cookies or use browser storage such as local storage. We do not use advertising or retargeting trackers, and the website's fonts are served from our own site rather than a third party.

Cloudflare, which hosts this website, measures how the site is used and how quickly its pages load (for example, which pages are viewed and how long they take to load). We see these measurements only in aggregate. Cloudflare states that its Web Analytics service does not collect or use visitors' personal data.

How We Use Information

• To place automated post-discharge check-in calls on behalf of participating SNFs
• To administer the CoreQ Short Stay Discharge satisfaction survey by phone on behalf of participating SNFs
• To flag concerns raised during a call to the facility's designated escalation contact
• To provide reporting to facility staff and leadership
• To operate, maintain, secure, and improve the TCIQ platform

At a facility's direction, we may submit that facility's aggregate CoreQ results (for example, the number of respondents, response rate, and percentage satisfied) to the American Health Care Association's LTC Trend Tracker. These submissions are made on the facility's behalf, as the covered entity.

Follow-Up Calls

Phone numbers received through our platform are used only to place post-discharge follow-up and satisfaction survey calls on behalf of the resident's skilled nursing facility. These are automated calls: the check-in calls use artificial intelligence to hold a conversation, and the satisfaction survey call is scripted. We do not send text messages.

For each discharge, a resident or their family contact may receive a check-in call about 2 days after discharge, a second check-in call about 7 days after discharge, and a satisfaction survey call about 14 days after discharge. A call that goes unanswered may be tried again, up to three attempts for each call.

To stop these calls, tell the skilled nursing facility, or email support@gotciq.com with the phone number that received the calls. We will stop calling that number.

Protected Health Information (PHI)

TCIQ acts as a Business Associate under HIPAA for the skilled nursing facilities it serves, and handles protected health information in accordance with the HIPAA Privacy and Security Rules. We enter into a Business Associate Agreement (BAA) with each facility before processing its PHI. PHI is stored on HIPAA-eligible Microsoft Azure infrastructure, and we do not write PHI to application logs.

Third-Party Service Providers

We work with the following service providers to deliver our services:

• Microsoft Azure — Cloud infrastructure and data storage. HIPAA-eligible and covered under our Microsoft Business Associate Agreement.
• Microsoft Azure Communication Services — Places and connects voice calls. Covered under our Microsoft Business Associate Agreement.
• Microsoft Azure OpenAI Service and Azure AI speech services — Power the conversational portion of check-in calls, speech recognition and synthesis, and post-call summaries. Operated within Microsoft Azure and covered under our Microsoft Business Associate Agreement. Protected health information processed for these purposes stays within the Microsoft Azure compliance boundary and is not sent to any AI provider outside it.
• Cloudflare — Hosts this website and provides its aggregate website analytics. Cloudflare does not receive protected health information.

Data Retention

We keep protected health information for as long as our Business Associate Agreement with the facility requires, and return or destroy it when that agreement ends, as the agreement provides. Facility staff account data is kept for the duration of the facility's subscription and a reasonable period afterward. You may request deletion of personal data that is not PHI by contacting us.

Your Rights

Depending on where you live, you may have rights to access, correct, or delete personal information we hold about you. Residents who wish to exercise rights related to their PHI should contact their skilled nursing facility, which is the covered entity under HIPAA. For other requests, contact us at the address below.

Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated policy at this URL with a revised effective date. Continued use of our services after a change constitutes acceptance of the updated policy.

Contact

Transition Care Intelligence LLC
Bettendorf, Iowa
privacy@gotciq.com
gotciq.com