Question
What privacy measures are in place when I contact Jane for support, and what should I do to help protect patient privacy?
Answer
Jane has measures in place to limit our access to patient data when providing support, and there are a few things you can do to help protect patient privacy during a support interaction.
When Jane needs to access your account, we request your consent first. If we can't identify your name in the account to confirm that consent, we won't access it. We also ask for patient initials and patient numbers, rather than full names, to locate any profiles you need help with. Privacy Mode is enabled by default on our end, so we won't see patient information automatically. We only uncover patient information when it's required to answer your question.
Supporting Information
What you can do:
- When requesting help with a specific patient's profile, share their initials and patient number instead of their full name (for example, "Z.R., patient #74"). The patient number appears in the top right corner of the patient's profile.
- If you need to send a screenshot, GIF, or video of what you're seeing, enable Privacy Mode first to blur sensitive information on your screen.
- Avoid referencing sensitive patient information in your interactions with us, especially over email. Email providers don't always encrypt messages by default, and some may not be compliant with the health legislation you're subject to.
Emailing Jane:
The Need Help? window in your Jane account is an easy way to send us a message.
If you're emailing us directly, use [email protected]. There's a clothing company called Jane with a similar email address, so it's important to include "app" in the address to reach us.
Jane will only contact you from email addresses ending in @janeapp.com or @jane.app. If you receive an email from any other domain claiming to be Jane, or if anything about an email feels off, don't respond or click any links. See our guide on How to Stay Safe from Phishing Messages for more on spotting suspicious emails, or contact us if you're unsure about an email's legitimacy.
If you have questions about privacy or security practices at Jane, contact Jane's Privacy and Security Team at [email protected].