Security and Trust

Our Commitment to Data Sovereignty and Security At Procon, we believe the safest place for patient health information is within the secure boundaries of the patient's enrolled Practice Management System (PMS). Following recent high-profile cyber events in the health sector, Procon has architected its Clinical Suite around a strict Data Minimisation model. We operate as an "Anti-Honeypot"—meaning we only extract and store patient data when it is absolutely functionally required by the health provider, and we heavily secure it when we do.

1. How We Handle Patient Data (The Hybrid Model) Our applications handle data in two distinct ways, depending on the clinical requirement:

• Real-Time Decision Support (Zero-Persistence): For core tools like the Patient Dashboard and Appointment Scanner, we do not extract or store patient databases. When a clinician opens a file, our tools query the PMS API in real-time, process the clinical logic, and display the insights. Once the file is closed, the data session ends.

• Dedicated Screening Applications (Secure Storage): For specific population health and screening programmes, central data storage is required. In these instances, data is stored in isolated, application-specific  databases. To protect patient privacy, all  identifiable patient information (such as NHI numbers) is encrypted at rest within the database, and the decryption keys are stored securely and separately.

2. Third-Party Data Sharing Procon acts solely as a data processor and secure conduit for health providers.

• We do not sell, rent, or share patient data with any third-party commercial entities.

• Data is only ever transmitted to authorised secondary healthcare providers (such as community allied health or secondary care) when explicitly directed by the referring clinician.

3. Infrastructure & Compliance To ensure maximum protection for all data, Procon’s cloud infrastructure is hosted securely within New Zealand on Catalyst Cloud, ensuring total data sovereignty.

• All data processed in transit is secured using enterprise-grade TLS encryption (TLS 1.2+).

• Our perimeter is protected by Web Application Firewalls (WAF).

• Our security posture, patch management, and access controls are continuously aligned with Te Whatu Ora’s Health Information Security Framework (HISF) standards for suppliers

Procon Support & Change Management PolicyOur Commitment to Reliability and Governance At Procon, we understand that our Clinical Suite and screening applications are critical to the delivery of primary healthcare. To ensure maximum uptime, system stability, and data security, all support requests, system updates, and feature enhancements are governed by strict Change Management and Service Level protocols aligned with the Health Information Security Framework (HISF).

1. Change Management & Enhancements To protect the integrity of our live clinical systems, Procon does not make ad-hoc changes to production environments. Requests for new features, enhancements, or system updates follow a formal lifecycle:

• Assessment & CAB Approval: All significant enhancements are evaluated for clinical impact and security risks. Major changes are reviewed by our Change Advisory Board (CAB) before development begins.

• Isolated Testing: Development and testing are strictly segmented from live data. Changes are deployed to a dedicated staging environment for testing and quality assurance before being scheduled for production release.

• Scheduled Maintenance: To minimise disruption to clinical workflows, non-urgent updates and system patching are deployed during scheduled out-of-hours maintenance windows.

2. Support & Incident Escalation Matrix To ensure fair and rapid response times across our network, all support requests must be logged centrally via our authenticated service portal or our official support channels. Support tickets are triaged and escalated according to the following priority matrix:

• Priority 1 (Critical Event)

  • Definition: A complete system outage or critical failure affecting an entire network or application (e.g., Patient Dashboard or Lung Cancer Screening unavailable for all users).

  • Target Response: Immediate triage (within 15-30 minutes).

• Priority 2 (High)

  • Definition: Significant degradation of service or core functionality is broken, but a workaround exists, or it is limited to a subset of users.

  • Target Response: 2 hours.

• Priority 3 (Normal / Standard Support)

  • Definition: Minor bugs, individual user access issues, or general "how-to" support queries that do not stop clinical workflows.

  • Target Response: 2 Business Days.

• Priority 4 (Scheduled Changes & Enhancements)

  • Definition: Requests for new forms, dashboard enhancements, or system configuration changes (Moves, Adds, Changes).

  • Target Response: 24 hours for initial assessment; work scheduled and deployed subject to the Change Management lifecycle outlined above.

3. Continuous Assurance & Patching In addition to reactive support, Procon engages in a Continuous Assurance programme. Our cloud infrastructure is proactively monitored, and security patching is applied on a monthly cycle in partnership with our tier-one hosting providers to ensure ongoing protection against emerging threats.