Privacy Policy
This Privacy Policy outlines how Pocket Lab, a telehealth service provider, collects, uses, and protects personal information gathered through our website and during telehealth services.
We are committed to ensuring the privacy and security of your personal information in compliance with the New Zealand Privacy Act 2020 and the Health Information Privacy Code 2020.
Any reference in these terms of use to “Pocket Lab”, “us”, “we” or “our” means Pocket Lab Limited.
Information Collection
Information We Collect: We collect personal information, including but not limited to, name, contact details, medical history, and payment information, to process telehealth service requests effectively.
Website Data Collection: When you visit our website, we may collect certain information automatically, such as your IP address, browser type, and device identifiers, through cookies and similar tracking technologies.
Indici Practice Management Software: We use the Indici Practice Management Software to securely store consultation notes, test results, and other relevant medical information generated during telehealth consultations.
Information Use
Service Provision: We use the information collected to facilitate telehealth consultations, provide medical services, process payments, and deliver prescriptions to pharmacies.
Communication: We may use your contact information to communicate with you regarding appointment scheduling, follow-up consultations, and important updates related to our services.
Improvement of Services: Your feedback and usage patterns may be analysed to improve the quality of our telehealth services and enhance user experience.
Information Sharing
Third-Party Service Providers: Pocket Lab is funded by Health NZ | Te Whatu Ora to provide telehealth services to those eligible for publicy funded healthcare in New Zealand. For specifics about what types of information are shared with Health NZ, please see the section below, ' Sharing information with Health NZ'.
We will not share your information with any third party other than Health New Zealand (if consented), outside of Pocket Lab, other than as necessary to fulfil your request.
Healthcare Providers: Your information will only be shared with other healthcare providers as necessary to complete your care, such as sending prescriptions to pharmacies, referrals for investigations or specialist appointments, or sharing patient notes with your general practitioner (GP) as instructed.
Legal Compliance: We may disclose personal information when required by law, regulation, or legal process. We may disclose personal information to prevent or lessen a serious threat to the life or health of yourself or another individual as set out by the Privacy Act 2020.
Sharing information with Health New Zealand
We share some information about your use of our service with Health New Zealand as our funder, to assist them in evaluation, analysis and planning of health services, and to facilitate
service payments. The following does not apply to those ineligible for publicly funded healthcare.
If you choose to use our service, the information we share is:
your NHI number
some demographic information about you
administrative information about your use of the service
some payment-relevant information
a diagnosis code recording the condition your clinician believes you have based on your appointment with us – this is the only medical information we share with Health New Zealand and you can choose not to have this shared if you wish (see below).
Analysis and evaluation activities conducted by Health New Zealand will not seek to identify you and you will not be identified in any reports or statistics published.
If you do not want your medical information shared, please talk to the clinician in your appointment, and advise them that you wish to 'opt out' of infomation sharing. We will not share your diagnosis code if you ask for it not to be shared.
You can access more detailed information on what we share with Health New Zealand and how they treat this data here, or by proceeding to the end of this policy page to the section titled "
Information Health NZ collects on Pocket Lab patients
As funder of Pocket Lab, Health New Zealand collects information about appointments from service providers, which includes information about service users.
Purposes
Information is collected by Health New Zealand to enable and support:
evaluation of the effectiveness of Online GP Services
analysis to support planning and service improvements for Online GP Services and related primary healthcare services, within the context of the wider New Zealand healthcare system, and
subsidy payment for services provided.
Information collected relating to service users
As part of regular reporting, Health New Zealand collects the following information for all engagements with GP Online Service providers. If you engage with the service we will
collect:
Your NHI number (National Health Index identifier)
Demographic information: your date of birth; gender; ethnicity; country of residence; broad location (to approximate town/suburb level); whether you hold a Community Services Card; and whether you are enrolled with a Primary Healthcare Provider
Information about your engagement with the Online GP Service: the provider you used; your reasons for choosing the GP Online Service; when you requested an appointment; your appointment date, time and length; the clinician who saw you; and your appointment outcome (e.g. whether you were treated, referred or experiencedvtechnical issues connecting)
A medical diagnosis code from your encounter (unless you ask for this not to be shared)
Payment information: information about your funding code related to your age (under 14, 14-17 or adult) and Community Services Card status; and information about the portion of the service charge paid by you and the portion funded by Health New Zealand
How information is used by Health NZ
Information collected by Health New Zealand:
will not be used to identify you in analysis and reporting activities, including in any published reports, without your further consent
may be validated against other information held by Health New Zealand, and
may be analysed alongside other information held by Health New Zealand for the evaluation and analysis purposes described above.
Subject to the protections above and privacy considerations, information may be used for other lawful analysis purposes.
Data Security
Data Protection Measures: We implement appropriate technical and organisational measures to safeguard personal information against unauthorised access, disclosure, alteration, or destruction.
SSL Encryption: Our website uses SSL encryption to protect data transmitted from your browser, ensuring secure communication.
Financial Data: Our service operates on a "user-pays" basis, requiring payment before service. Financial information provided is used for pre-payment only. We don't directly collect or retain payment card details. Transactions are securely processed through Stripe, a third-party processor, ensuring your full credit card details remain inaccessible to Pocket Lab or its employees at all times.
Links: We provide links to other websites, but we're not responsible for their content or privacy practices. It's your responsibility to review their terms, conditions, and privacy policies before using their services or sharing personal information with them.
Accounts: If you create an account to reschedule or cancel your appointment you are responsible for keeping your account secure. You must ensure that your account or user details (including but not exclusive to any login, username or password) relating to your account are kept confidential and not disclosed to any third party. If you think someone is making or might make unauthorised use of your account or use details, you must inform us.
Consent and Control
Consent: By using our telehealth services and providing your personal information, you consent to the collection, use, and disclosure practices outlined in this Privacy Policy.
Control: You have the right to access, update, or delete your personal information. If you wish to exercise these rights or have any concerns about your privacy, please contact us using the information provided below.
Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us at: hello@pocketlab.nz
Updates to Privacy Policy
We reserve the right to update or modify this Privacy Policy at any time. Any changes will be effective immediately upon posting the revised Privacy Policy on our website. We encourage you to review this Privacy Policy periodically for any updates.
This Privacy Policy was last updated on 25 May 2025.