1. Who We Are

Frontier Diagnostic Center / Frontier Polyclinic is a healthcare and diagnostic service provider based in Kigali, Rwanda. We provide services that may include laboratory testing, imaging and radiology, specialist consultations, patient support, and access to released patient results through approved channels.

In this Privacy Policy, “Frontier,” “we,” “our,” or “us” refers to Frontier Diagnostic Center / Frontier Polyclinic.

2. Information We May Collect

We may collect and process the following categories of information when needed to provide healthcare, diagnostic, administrative, billing, communication, or support services:

Personal identification information

• Full name
• Patient file number or registration number
• National ID, passport, or other identification details where required
• Date of birth, age, sex, and contact details
• Phone number, email address, and physical address

Medical and diagnostic information

• Clinical request forms and doctor instructions
• Laboratory test requests and results
• Imaging and radiology requests, reports, and related images where applicable
• Consultation notes and relevant clinical information
• Patient history that is necessary for care or diagnostic interpretation

Payment, insurance, and administrative information

• Billing details and receipts
• Insurance provider information and claim details
• Payment confirmation information
• Appointment, visit, and service records

Website and portal information

• Information submitted through website forms
• Patient result portal activity, such as access requests, downloads, and verification attempts
• Device, browser, and basic technical information used for security and analytics
• Cookies or similar technologies used to improve website performance and measure usage

3. How We Use Your Information

We use personal and medical information only for legitimate healthcare, diagnostic, operational, legal, and administrative purposes, including:

• Registering and identifying patients correctly
• Providing laboratory, imaging, consultation, and related healthcare services
• Preparing, validating, releasing, and securely sharing patient results
• Communicating with patients about services, results, appointments, or follow-up needs
• Processing payments, insurance claims, and billing records
• Responding to feedback, complaints, or support requests
• Improving website performance, patient support, and service quality
• Maintaining audit logs, security records, and access controls
• Complying with applicable laws, regulations, professional standards, and lawful requests from competent authorities

4. Patient Results Portal

Our patient results portal is intended to help patients access released laboratory and imaging results more conveniently. Access to results may require verification using patient details and/or an approved authentication method.

For patient safety and confidentiality:

• Only released results should be made available through the portal.
• Patient access may be logged for security, audit, and accountability.
• Results should only be accessed by the patient or an authorized person.
• If you believe your results were accessed by an unauthorized person, contact Frontier immediately.
• The portal should not be used for medical emergencies.

5. Cookies, Analytics, and Website Tracking

Our website may use cookies, analytics tools, and similar technologies to understand website traffic, improve user experience, monitor technical performance, and protect the website from abuse.

Analytics information is generally used in an aggregated way and is not intended to identify individual patients. However, some technical identifiers such as browser type, device information, IP address, pages visited, and time of visit may be processed by website tools.

You can control or block cookies through your browser settings. Blocking some cookies may affect website functionality.

6. How We Share Information

We do not sell patient information. We may share information only when necessary and lawful, including with:

• Healthcare professionals involved in your care
• Laboratory, imaging, clinical, and administrative staff involved in service delivery
• Insurance providers or corporate payers where required for claims or coverage verification
• Authorized technology service providers who support secure systems, hosting, communication, or maintenance
• Regulators, courts, law enforcement, or competent public authorities where legally required
• Another healthcare provider when referral, continuity of care, or patient request requires it

Where third-party service providers process information on our behalf, they are expected to protect the information and use it only for the authorized purpose.

7. Data Security

We apply reasonable technical, administrative, and organizational safeguards to protect personal and medical information from unauthorized access, loss, misuse, alteration, or disclosure.

Security measures may include:

• Role-based access controls
• User authentication and password protection
• Audit logs for result access and system activity
• Secure hosting and encrypted connections where applicable
• Internal confidentiality rules for staff and authorized users
• Regular review of access rights and system activity

No system is completely risk-free. If we become aware of a security incident affecting personal data, we will take appropriate steps according to applicable law and internal procedures.

8. Data Retention

We retain personal, medical, billing, and administrative records for as long as necessary to provide healthcare services, meet legal and regulatory requirements, support insurance claims, maintain audit trails, resolve disputes, and protect patient safety.

Retention periods may vary depending on the type of record, legal requirements, medical requirements, insurance obligations, and operational needs.

9. Your Privacy Rights

Subject to applicable law and healthcare record requirements, you may have rights relating to your personal information, including the right to:

• Ask whether we process your personal information
• Request access to your personal information
• Request correction of inaccurate or incomplete information
• Request information about how your data is used or shared
• Object to certain processing where permitted by law
• Request deletion or restriction of processing where legally allowed
• Raise a complaint or concern about how your information is handled

Some requests may require identity verification before we can respond. Some healthcare records may need to be retained even if a deletion request is made, where retention is required by law, medical standards, audit needs, or patient safety.

10. Children and Minors

Where services are provided to children or minors, personal and medical information may be collected and processed with the involvement of a parent, guardian, or legally authorized representative, except where applicable law or clinical circumstances allow otherwise.

11. International Transfers

Some technology, hosting, communication, analytics, or support services may involve systems located outside Rwanda. Where personal information is transferred or accessed outside Rwanda, we aim to apply appropriate safeguards and comply with applicable data protection requirements.

12. Links to Other Websites

Our website may contain links to external websites, social media pages, maps, insurance partners, or third-party platforms. We are not responsible for the privacy practices, security, or content of external websites. Please review their privacy policies before submitting personal information.

13. Medical Emergencies

Do not use the website, email, feedback form, or patient results portal for urgent medical emergencies. For urgent medical assistance, call Frontier directly or seek immediate medical care through the appropriate emergency channels.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, systems, legal requirements, or privacy practices. The updated version will be posted on this page with a revised “Last updated” date.

15. Contact Us