Legal

Privacy Policy

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Effective 1 September 2026 · Last updated 1 September 2026

Desk Pilot provides answering, patient follow-up, scheduling and marketing services to healthcare practices and professional firms. This policy explains what information we collect through this website and through our services, how we use it, and the choices you have.

1. Who this policy covers

This policy applies to Desk Pilot LLC, doing business as Desk Pilot (“Desk Pilot,” “we,” “us”), and to the website at deskpilot360.com.

We handle information in two distinct roles, and it matters which one applies to you:

• As a business, for our own purposes. When you visit this website, request a consultation, or become a client, we act as the controller of that information. This policy governs it.
• As a service provider to a healthcare practice. When we answer calls, follow up with patients or book appointments on behalf of a client practice, we handle that practice’s patient information on their instructions, as a Business Associate under HIPAA. That handling is governed by our Business Associate Agreement with the practice and by the practice’s own Notice of Privacy Practices — not by this policy. See section 7.

2. Information we collect

Information you give us

• Consultation and contact requests. Name, business name, email address, phone number, practice type, and anything else you choose to tell us when you book a call or contact us.
• Client account information. Billing contact details, service configuration, and the information a client provides so we can deliver the service.
• Correspondence. Records of your emails, calls and messages with us, including call recordings where we have told you a call is recorded.

Information collected automatically

• Usage and device data. IP address, browser type, device type, pages viewed, referring page, and dates and times of visits.
• Cookies and similar technologies. See section 5.

Information we receive from client practices

Client practices provide us with patient contact and appointment information so we can perform the services they have engaged us for. We process that information only on their instructions.

3. How we use information

• To respond to consultation requests and communicate with you about our services.
• To provide, configure, support and improve the services our clients have engaged us for.
• To send appointment reminders, follow-ups and service messages, where consent has been given (see section 4).
• To bill for services and maintain business records.
• To measure how this website is used so we can improve it.
• To protect the security and integrity of our systems, prevent fraud and abuse, and comply with legal obligations.

We do not sell personal information, and we do not use the personal information we handle on behalf of client practices for our own marketing.

4. Mobile and text messaging information

Desk Pilot runs two separate messaging programs. They are registered separately with the mobile carriers, and it is worth being clear about which one applies to you.

Messages Desk Pilot sends to its own clients

If you give us your mobile number when you book a consultation on this website and tick the SMS consent box, we may text you about that enquiry, your consultation, your onboarding and your account with us. The consent box is never pre-ticked, and you can submit the form without it. These messages come from Desk Pilot, under our own carrier registration, and this policy governs them.

Messages Desk Pilot sends for a client practice

When a practice engages us to handle its front desk, we send appointment and follow-up messages to that practice’s patients in the practice’s name, from the practice’s own messaging account. Each practice is registered separately with the mobile carriers under its own brand, and the practice obtains and holds its patients’ consent. Desk Pilot operates that messaging on the practice’s instructions: the practice remains the sender of record and the controller of its patient information, and its own privacy notice governs it, alongside our Business Associate Agreement with them.

In both programs, consent to receive text messages is optional. It is never a condition of purchasing anything and never a condition of receiving care. You can stop messages at any time by replying STOP, and get help by replying HELP. Message and data rates may apply. Full details are in our SMS Terms.

We share mobile numbers with our messaging platform and carriers only as strictly necessary to deliver the messages you have asked for. Those providers act on our instructions and are not permitted to use the numbers for their own purposes.

5. Cookies and analytics

This website uses a small number of cookies and similar technologies:

Type	Purpose
Strictly necessary	Keep the site working, remember session state, and protect against spam and abuse.
Analytics	We use WordPress.com Stats (Jetpack) to count visits and understand which pages are used. This records an IP address and a visit identifier.
Third-party embeds	Our consultation booking calendar is provided by HighLevel and our website is hosted on WordPress.com. These providers may set cookies necessary for their features to work.

You can block or delete cookies through your browser settings. Blocking strictly necessary cookies may stop parts of the site from working.

6. How we share information

We share personal information only in these circumstances:

• Service providers. Hosting, communications, messaging, scheduling, analytics, payment and support vendors who process information on our behalf under contract, and who may not use it for their own purposes.
• Client practices. Information we collect on a practice’s behalf is returned to that practice.
• Legal and safety. Where we are required to by law, or to establish or defend legal claims, or to protect the rights and safety of people.
• Business transfers. In connection with a merger, acquisition or sale of assets, subject to the protections in this policy.

We do not sell personal information, and we do not share personal information for cross-context behavioural advertising. As stated in section 4, mobile opt-in data and consent are excluded from all sharing.

7. Patient information and HIPAA

When we handle protected health information on behalf of a healthcare practice, we do so as a Business Associate under HIPAA. We enter into a Business Associate Agreement with each practice, we use and disclose protected health information only as that agreement and HIPAA permit, and we apply the safeguards described in our HIPAA and Security Statement.

If you are a patient and want to know how your information is used, or want to exercise rights over your health records, contact the practice that treats you. They are the covered entity and hold your records. We will support any request they pass to us.

8. How long we keep information

We keep personal information only as long as we need it for the purpose it was collected, and then for as long as required for legal, tax, accounting or dispute-resolution purposes. Information we hold on behalf of a client practice is retained, returned or destroyed as our agreement with that practice requires. Opt-out records are kept indefinitely so that we can honour your request.

9. Security

We use administrative, physical and technical safeguards appropriate to the sensitivity of the information we handle, including encryption in transit, access controls limited to staff who need access, and workforce training. No system can be guaranteed completely secure, but we work to protect information against unauthorised access, loss and misuse. Further detail is in our HIPAA and Security Statement.

10. Your privacy rights

Depending on where you live, you may have the right to request access to the personal information we hold about you, to have it corrected or deleted, to obtain a portable copy, to opt out of sale or targeted advertising (we do neither), and not to be discriminated against for exercising these rights. Residents of California, Colorado, Connecticut, Montana, Oregon, Texas, Utah, Virginia and other states with comprehensive privacy laws have these rights under their state law.

To make a request, email sales@deskpilot360.com or call 623-294-9505. We will verify your identity before responding, and we will respond within the time your state law allows. You may use an authorised agent. If we decline a request, you may appeal by replying to our response.

If your request concerns information we hold on behalf of a healthcare practice, please direct it to that practice.

11. Children

This website is intended for businesses and is not directed to children. We do not knowingly collect personal information from children through this site. Where we handle information about a minor patient on behalf of a practice, we do so under that practice’s instructions and its Business Associate Agreement with us.

12. Changes to this policy

We may update this policy from time to time. When we do, we will change the “last updated” date above, and we will give notice of material changes where required. Continued use of the website after a change means you accept the updated policy.