Privacy Policy

International Medical Direction LLC provides EMS medical direction and related services to EMS agencies, hospitals and other healthcare organizations ("Customer Organizations"), and runs the Virtual ER Network text-message program. The Platform's software is developed by Virtual ER Network LLC, which hosts and runs it for IMD as our service provider under this policy.

The Platform is for authorized professional users only. It is not offered to the general public or to children.

Patient and incident information entered by Customer Organizations is processed on their behalf, under our agreements with them and applicable law, including HIPAA where it applies. We use it only to provide the Platform's services to those organizations. Questions about a patient's own records should go to the EMS agency or hospital that provided care.

• Account information: name, work email, mobile number, role, organization and sign-in security settings.
• Professional information: licenses, certifications, credentials and employment details needed for medical direction and credentialing.
• Operational information: incidents, notifications, schedules, documents and other records created while using the Platform.
• Technical information: sign-in times, IP address, browser and device type, and activity logs used for security and auditing.
• Messaging information: mobile numbers, alert settings, message delivery status and opt-out requests.

• To provide the Platform: accounts, access control, incident and notification workflows, scheduling, education and quality review.
• To send operational messages, including EcN texts and emails, sign-in and account messages.
• To secure the Platform, prevent misuse, keep audit records and meet legal and contractual obligations.
• To support and improve the Platform.

We do not sell personal information, and we do not use it for advertising.

An Electronic Courtesy Notification (EcN) lets an EMS crew tell a receiving hospital that a patient is on the way, before arrival. EcN texts go to that hospital's staff and teams, and a confirmation goes back to the crew. A mobile number receives them only after it has been added to the recipient's Platform profile, by the recipient or by their organization's administrator with the recipient's consent, and alerts are switched on.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. Mobile numbers are shared only with the messaging provider that delivers our texts, and only to deliver them.

Texts carry limited information and never a patient's name. Reply STOP at any time to stop all texts, or HELP for help. Message frequency varies with patient volume. Message and data rates may apply. See the Terms and Conditions for the full messaging terms.

• With Customer Organizations you work with, according to your role and their access rules.
• With service providers that host or run parts of the Platform for us, such as cloud hosting and storage, email and text-message delivery, document signing, mapping and system monitoring. They may use the information only to provide those services to us.
• When required by law, or to protect the safety, rights or security of patients, users, Customer Organizations or the Platform.

Information is encrypted in transit. Access is limited by role and organization, sign-in requires two-factor authentication, and access to records is logged. Database backups are encrypted.

We keep information for as long as needed to provide the Platform and to meet legal, contractual, medical-record and audit requirements, then delete or de-identify it.

• Update your profile, mobile number and alert settings in the Platform, or ask your organization's administrator.
• Stop text messages by replying STOP, or turn your alerts off in your profile.
• Contact us to ask about, correct or delete your personal information, subject to legal and record-keeping requirements.

The Platform uses only the cookies it needs to keep you signed in and to protect forms. We do not use advertising or third-party tracking cookies.

We will post any change to this policy on this page with a new effective date.