Privacy Policy Of Pur Umeed Zindagi

Effective Date: 12-12-2025
Applies to: (a) Clients/Patients of PUZ services,

(b) Visitors/users of the PUZ Website and Digital Platforms.

1) Who We Are

Pur Umeed Zindagi (PUZ) is a mental health program under the Community Health Directorate (CHD), Indus Hospital & Health Network (IHHN). We provide free, confidential mental health and addiction services across Pakistan through screenings, counseling, therapist-led clinics, follow-ups, and community awareness.

Contact (Privacy):

• Email: Purumeedzindagi@outlook.com

• Phone: +92297330160

• Postal: Indus Hospital & Health Network, Korangi Karachi.

•  Dr. Sikander Ali Mahndaro, Civil Hospital Badin

2) Scope of this Policy

This policy explains how we collect, use, disclose, and protect personal information when you:

• Receive in-person services at PUZ sites (screenings, counseling, therapy, referrals).

• Interact with PUZ website, online forms, email/SMS/WhatsApp, tele/remote support, or social media.

• Participate in PUZ trainings/research, or community awareness events.

3) Key Definitions

• Personal Data: Any information that identifies you (e.g., name, phone, CNIC, location).

• Health/Clinical Data: Information about your mental/physical health, screenings (PHQ-4, PHQ-9, GAD-7, MANSA), diagnoses, therapy notes, treatment plans, referrals, outcomes.

• Sensitive Data: Health data, addiction history, sexual orientation, religion, biometrics, minors’ data, etc.

• We/Us: PUZ under IHHN.

4) What We Collect

A) Program/Client Data (In‑person & Remote Care)

• Identification: Name, age, gender, CNIC/ID (if provided), contact details, emergency contact.

• Clinical: Screening results (PHQ-4/PHQ-9/GAD-7/MANSA), history, risk assessment (e.g., self-harm risk), counseling notes, therapy plans, progress, referrals, outcomes, appointment history.

• Operational: Site/region, counselor/psychologist assigned, case status, consent forms, feedback/complaints.

• Optional: Socioeconomic indicators relevant to care planning.

B) Website & Digital Platforms

• Forms: Name, email/phone, message content, referral details, appointment requests.

• Usage data: Cookies, device/browser type, pages viewed, time on page, approximate location (IP), analytics (aggregated).

• Communications: Emails/SMS/WhatsApp logs (metadata), opt-in newsletter preferences.

• Attachments you choose to upload (e.g., referral letters).

We do not record counseling sessions. If a remote call is recorded for training/quality, we will ask for explicit written consent in advance.

5) How We Use Your Information (Purposes)

• Care delivery: Screening, assessment, counseling/therapy, safety planning, referrals, follow-ups, continuity of care.

• Quality & safety: Supervision by psychologists, audits, outcome tracking, service improvement, incident review.

• Operations: Scheduling, reminders, verification (where necessary), reporting de-identified service statistics.

• Training & capacity building: Using de-identified case learnings for MHO training and supervision.

• Research & publications: Only with Ethics approval and your informed consent; otherwise data are anonymized/aggregated.

• Communications: Send appointments, care guidance, program updates (with opt-in controls).

• Website functionality & security: Improve user experience, detect/prevent abuse or cyber threats.

6) Legal Basis / Lawful Grounds

• Explicit consent (written/recorded) for screening, counseling, data collection, research participation, and coordinated care.

• Vital interests in emergencies (e.g., risk of harm to self/others).

• Public interest/legitimate interests: service quality, fraud/security, reporting anonymized program metrics.

• Legal obligation: When a competent authority lawfully requires disclosure (see Section 10).

7) Consent & Your Choices

• We obtain informed consent before screenings, enrollment, counseling/therapy, referrals, and any research.

• You may withdraw consent for non-essential processing at any time; this will not affect care already provided.

• You can opt in/out of SMS/WhatsApp/email reminders or newsletters via provided links or by contacting us.

8) Special Protections for Sensitive Cases

• Minors (under 18): Consent from parent/guardian where required; child’s assent sought in age-appropriate language.

• Addiction services: Extra confidentiality; disclosures strictly limited to care coordination or legal requirements.

• GBV/Trauma cases: Additional safeguards; minimized data collection; survivor-centric control of information sharing.

9) When We Share Data

We do not sell personal data. We may share minimal necessary information with:

• IHHN clinical teams (e.g., Family Medicine, Psychologists) for your care.

• Referrals (psychiatry, emergency services) with your consent, or if urgent to protect life/safety.

• Supervisors/Master Trainers (de-identified wherever possible) for quality improvement.

• IT/Cloud vendors (under confidentiality agreements, data processing addendums, and security controls).

• Regulators/Courts/Law Enforcement only when legally compelled, after verifying the request and limiting scope.

• Research collaborators only with Ethics approval and your informed consent, or using anonymized data.

10) Disclosures in Emergencies or Legal Requirements

We may disclose information without consent if we reasonably believe it is necessary to:

• Prevent or respond to an imminent risk of serious harm to you or others.

• Comply with a lawful order or legal obligation.
  We will document the reason and scope, and inform you where it is safe and lawful to do so.

11) Data Retention

• Clinical records: Retained for the period required by IHHN policy and applicable laws (e.g., 7–10 years after last contact, or longer for minors—X years after turning 18).

• Website form submissions & inquiries: Typically 12–24 months, unless they become part of a clinical case record.

• Analytics/cookies: As per cookie lifespan/settings (see Section 15).
  After retention lapses, data are securely deleted or anonymized.

12) Your Rights

Subject to applicable law, you may:

• Access your record and request a copy.

• Request corrections to inaccurate or incomplete information.

• Request restriction of processing or withdraw consent (for non-essential uses).

• Request deletion where legally permissible.

• Object to certain uses (e.g., marketing).

• Complain to PUZ/IHHN or a relevant authority.

How to exercise: Contact us (Section 1). We may verify identity before fulfilling requests. Some requests may be limited by clinical safety or legal obligations; we will explain any refusal.

13) Security Measures

• Role-based access control (RBAC), least-privilege access for MHOs, psychologists, and admins.

• Encrypted systems (at-rest & in-transit where supported), secure HMIS templates, device management.

• Audit logs, supervision, and confidentiality agreements for all staff/trainees/vendors.

• Physical safeguards at clinics (locked cabinets, restricted areas).

• Incident response & breach notification procedures as per IHHN policy.

14) Cross-Border Transfers

If data are stored/processed outside Pakistan (e.g., secure cloud), we ensure contractual safeguards and security controls. Where required, we will seek your consent and disclose the country and safeguards used.

15) Website: Cookies & Analytics

• Essential cookies: Enable site functionality (cannot be opted out).

• Analytics cookies (optional): Help us understand usage; set only with your consent (cookie banner).

• Third-party embeds: Videos/maps may set their own cookies (disclosed in the banner).

• You can change cookie preferences anytime via the Cookie Settings link in the footer.

• We do not use cookies to identify you personally unless you submit a form or log in.

16) Digital Communications

• Appointment reminders and care guidance via SMS/WhatsApp/email—opt-in/opt-out available.

• No clinical advice is given over public social media channels.

• If you contact us via social media, we may ask to move the conversation to a secure channel.

17) Research & Publications

• Participation is voluntary and requires separate Ethics-approved consent.

• Publications/presentations use anonymized or aggregated data; no identifiable details without explicit written permission.

18) Third-Party Links

Our website may link to external sites. We are not responsible for their privacy practices. Review their privacy policies before sharing your information.

19) Children’s Privacy

We do not knowingly collect data from children under 13 without verifiable guardian consent. If you believe a child has provided data without consent, contact us to remove it.

20) Changes to this Policy

We may update this policy from time to time. The “Effective Date” will reflect changes. Significant changes will be notified on our website or via email/SMS where appropriate.

21) How to Contact Us

• Privacy Requests/Questions: Purumeedzindagi@outlook.com

• Appointments/Support: Tel:+92297330160

Client Consent Foam:

I, [Name], consent to PUZ collecting and using my personal and health information for screening, counseling/therapy, follow-ups, and referrals. I understand my data will be kept confidential and shared only for my care, quality assurance, or when required by law or necessary to prevent serious harm. I can withdraw consent for non-essential uses at any time. I have received the PUZ Privacy Notice. 

Signature: __________ Date: __________ Contact: __________

Data Access Request:

Subject: Data Access Request 

 Dear PUZ Privacy Team, I would like to access/correct/delete my personal information held by PUZ.

 Name: [___] Phone/Email: [___] Site (if known): [___] Request: [Access/Correction/Deletion/Restriction/Objection] 

Thank you.