Term, Termination and Return of Data
Frequently Asked Questions (FAQ)
This page will be updated on a regular basis to ensure regulatory compliance, reflect updated product features and current network and system performance.
August 30, 2018: Please read our Data Processing Addendum here.
Q: If I terminate my contract with PRN, will I have an opportunity to download my data?
A: PRN recommends that the Customer initiate or perform their data export prior to the actual termination date of the contract. The Customer data will only be provided in a PDF file format and only includes patient request and physician replies and notes. Voicemails are not retained.
Q: What happens to my data after the actual termination date?
A: PRN does not restore data that has been archived and deleted by it's customers but will continue to retain the Customer’s data for an additional 60 days (Data Retention Period) as a safeguard in the event that the client requires additional data from the system after termination. Voicemails are not retained.
Q: If I discover that I need additional information during the Data Retention Period, how can I obtain the additional data?
A: Please contact the PRN Accounting Department at firstname.lastname@example.org for assistance.
Q: What data can I download from the system?
A: Cutomer can download messages from the system in PDF format for archive purposes. Message activity should be properly transferred to your EHR system prior to archive and deletion with 30 days of message receipt. If Customer contacts support for assistance restoring data before or after the support coverage has terminated, PRN may charge the Customer the standard rate of $150 an hour (minimum 2 hours) to work to restore deleted data. Voicemails are not retained.
Q: Will PRN maintain a copy of my data to comply with local, state, federal and/or HIPAA Medical Records retention mandate (6-10 years depending on the state)?
A: After the Data Retention Period is completed, PRN will properly dispose and/or delete any customer data containing PHI. Customer will solely be responsible for complying with all state and HIPAA records retention requirements.
Q: What does PRN consider an “Abandoned Account”?
A: An abandoned account means a Customer has discontinued service (but has failed to formally terminate its account with the Service) by a combination of non-payment of the current or previous month fees and 30 consecutive days of no Customer logins to the Service. At the 31st day, the account is deemed “Abandoned” and the account is officially terminated. A PRN CS account will also be deemed “Abandoned” and terminated if the user fails to confirm their account via e-mail within 30 days of sign-up.
Q: What happens to my data if I my account is deemed “Abandoned” and terminated?
A: After the account is deemed terminated, the data is held for an additional 60 days (Data Retention Period). PRN will then properly dispose and/or delete any customer data containing PHI. Customer will solely be responsible for complying with all state and HIPAA records retention requirements.
Q: As a Service Provider of PRN Services, what are my responsibilities for providing data to my own clients?
A: PRN recommends following the same procedures above and provide your clients access to download their data. PRN will continue to hold the data for an additional 60 days after we receive your notification and then will properly dispose /delete your client’s data containing PHI after day 60.
Q: What if I need more than 60 days to finalize and reconcile the account?
A: If you are still working the account after your client has terminated your agreement, then the account is still deemed active and will continue until you formally notify us with the termination. If you still need more time, then please contact your account representative to request an extension. Depending on the length of the extension, you may be charged for the additional period.
Q: What happens if my client contacts you directly to obtain their data?
A: PRN reserves the right to comply with the request and grant your client access to their data (unless a court order or other legal proceeding prohibits us from doing so). We will attempt to notify you of the request.
Q: What happens if my client contacts you directly to request that our access be restricted or denied?
A: As stated above, PRN will attempt to notify you of the request. PRN reserves the right to comply with your client’s request (unless a formal court order or other legal proceeding prohibits us from doing so).
Last Update on Sep 2, 2017