Privacy policy

a. Types of data collected

• Identity information: full name, year of birth, gender, citizen ID/ID card number, health insurance number.
• Contact information: phone number, email, address.
• Medical information you provide when booking (reason for visit, medical history, allergies, current medications) and health insurance information.
• Basic technical data used to operate the website (access logs, device).
• Account credentials for signing in: a mobile phone number verified by OTP, or your name and email address if using Google or Apple sign-in.
• Medical records, appointments, results, and prescriptions shown in the app, which the hospital creates during your care.
• Device data and push notification tokens; analytics data on app usage and technical crashes.
• Camera images captured while scanning citizen ID or health insurance QR codes to autofill forms; the system extracts only the encoded data.

b. Purposes of use

• Receiving and confirming appointment and registration requests.
• Verifying your identity and contacting you about appointments, results, and follow-up visits.
• Applying health insurance benefits if you are eligible.
• Responding to support requests and improving service quality.
• Managing your account and app sign-in; sending appointment and follow-up reminders when you allow it.
• Anonymized or aggregated analysis to improve the quality and stability of the app.

c. Legal basis

Personal data is processed based on your consent under personal data protection regulations (Decree 356/2025/ND-CP) and to provide requested healthcare services. You may withdraw consent at any time.

d. Retention period

Data is retained only as long as necessary for these stated purposes and in compliance with healthcare regulations. Medical records follow statutory retention periods under medical examination and treatment laws. Expired data is permanently deleted or anonymized.

e. Rights of data subjects

• The right to know about and access your personal data.
• The right to request correction of inaccurate data.
• The right to request deletion of data to the extent permitted by law.
• The right to withdraw consent you have given.
• You can request deletion of your HIUH Connect account directly in the app (Account section) or on the page hiuhospital.com/xoa-tai-khoan. After deletion, personal data that is not required to be retained will be deleted; medical records continue to be kept in line with legal obligations.

f. Sub-processors and the AI assistant

The hospital engages cloud and data processing providers under contract to operate digital services, restricted to specified purposes and governed by security protocols.

Handling of AI assistant chat content: When using the AI assistant in HIUH Connect, your message and conversation context are sent to Google LLC (Gemini API, paid tier) to generate responses. This requires your prior consent on the initial setup screen; other app features remain accessible without it.

Transmitted data includes your chat messages and recent session history for context. When you book or cancel an appointment, it also includes your stated visit reason, selected specialty, doctor, appointment time, and booking code. Questions are also matched against our answer library via Google semantic analysis to provide faster responses. We do not send your medical records, full name, phone number, patient ID, or login credentials. The system is designed to omit your identity from data sent to the provider. Note that any personal or medical details you type directly into the chat will be transmitted; share only what is necessary for your inquiry.

Your data is used solely to generate responses. Under our commercial agreement, Google does not use your conversation to train models or serve ads, and no human reviews the content. Data is retained temporarily to enforce usage policies and is processed outside Vietnam under equivalent data protection standards.

On our side, the chat content is only temporarily held in cache for up to 30 minutes following your last message to maintain conversation context. After this window, the system permanently removes it without keeping backup copies. General answers may be cached for up to 1 hour for performance. System logs retain only session IDs, timestamps, and action types, and do not record message content. Session data expires automatically, so manual deletion requests are unnecessary; to clear context immediately, end the current chat and open a new one. For bookings or cancellations made via the assistant, we retain the session ID and confirmation timestamp alongside appointment records for administrative reconciliation.

The AI assistant provides general health and hospital service information only. It does not provide diagnoses or personalized medical advice, and does not replace an in-person clinical examination.

g. Contact us

For any requests related to personal data, please contact HIU Hospital:
Hotline: 1900 966 979 · Email: contactus@hiuhospital.com
Address: No. 1, Street 10, Van Phuc Urban Area, Hiệp Bình Ward, Ho Chi Minh City