Some Clients Should Only Be Seen By The People Looking After Them

Staff Or Family As Clients

When a colleague, a relative of someone on the team or a well-known person becomes a client, keep their record to the people actually looking after them.

Therapy And Counselling

Keep a client's record to their own clinician, while the front desk still books, moves and bills the appointments.

Growing Teams

As a practice adds people, decide client by client who needs to see a record, instead of everyone seeing everyone.

Who Sees A Restricted Client

Simple rules, set per client

• The clinic owner, always
• Any team member you assign
• Managers change the settings; they see the client only if assigned
• The client's own portal is not affected
• Off for every client until you turn it on
• Clients can ask, from their own portal, for a restriction

Emergency Access

Care never waits on paperwork

• Any team member can open a secured record right now, with a reason and a time limit
• The clinic owner and the client's assigned staff are told immediately
• Asking again while access is open extends it instead of starting a second one
• No single grant runs longer than 24 hours
• The owner or a manager can end anyone's access early
• A full access report on the client's Security tab

Scheduling

The diary still works

• Appointments shown with the secured label
• Move, check in, complete or cancel as usual
• Booking with an unassigned provider asks first
• Online bookings add the provider the client chose
• Synced outside calendars never show the client's name

Billing

Every amount, no name

• Invoices, payments and balances keep working
• Downloaded invoices and statements show the secured label
• Invoices go only to the client's email on file
• Memberships, packages and sales still selectable

Clinical Records

Out of reach for anyone not assigned

• Notes, results, prescriptions and documents hidden
• Queues and worklists leave the client out
• Downloads and exports leave the client's records out
• Files, recordings and attachments cannot be opened
• Nothing can be written into the chart

Everywhere Else

No back doors

• Search and client pickers never find the client by name
• AI agents act as if the client does not exist
• Emails to the clinic name the secured label
• Reports leave the client out of named figures

Care Team (Essential and up)

Know who's responsible for a client, and hand it off cleanly

• A role for every assigned staff member — primary provider, specialist, care coordinator, nurse or billing
• Exactly one primary provider at a time, with time-limited cover for a locum
• A My Patients worklist for every provider — visits, tasks, overdue forms, new results
• Cover a colleague's whole panel for a date range, ending on its own
• Transfer of care with a handoff note the receiving provider must accept

Sensitive Records (Essential and up)

Extra protection beyond the whole-client restriction

• Lock an individual note or document to the author, that client's care team and the owner
• Covers behavioural health, substance use, reproductive health, HIV status and more
• Mark a client VIP / confidential — the owner is told on every emergency access to them
• Restrict a client to everyone in chosen departments, instead of or alongside naming people

Access Accountability (Essential and up)

See who looked, and what left the building

• An access log of every time a restricted client's record was opened, downloaded or printed
• Disclosure accounting for exports, prints and documents shared outside the clinic — exportable as a CSV
• Unusual-access alerts for the owner — many records opened quickly, out-of-hours access, repeated emergency access
• A quarterly reminder to confirm every restricted client's assignments are still correct

Patient Privacy Controls (Essential and up)

What the client sees and controls

• Clients see who accessed their record by role and date — never a staff member's name
• A guardian's access to a dependant's sensitive document categories can be limited per category