Patient Center / FAQ's


Frequently Asked Questions

Is it secure?

Pigeon was built with security and HIPAA-compliance in its core. We encrypt all data sent through Pigeon and protect all private health information (PHI). If you haven’t already, we suggest that you set up a passcode for your phone to ensure your messages stay private. We’ve outline some steps to do that here if you need some help.

Is it HIPAA-compliant?

Yes, Pigeon is fully HIPAA compliant. Because some of the information will be stored as text messages on your phone, however, you’ll need to sign a consent form before you can fully use the service. The consent form can be seen here. It basically just acknowledges that because some PHI is stored on your device, we can’t guarantee that it will be 100% protected on your device. If you have questions about the consent form or security of Pigeon, please talk to your medical provider.

Why do I need to sign a consent form?

Pigeon keeps all data that it handles secure and encrypted. Since you’ll use text messaging to interact with your healthcare provider, however, we can’t guarantee that the messages stored on your phone will be secure. The consent form essentially acknowledges that you are responsible for keeping your phone secure. You can follow our tutorial on how to set a passcode for your phone and make it more secure.

Do I need to download an app?

Nope, you’ll send messages to your provider directly through text messages. Just like you text your friends and family. Once you send a message, Pigeon encrypts it and sends it to your provider through an app. Once they respond through the app, Pigeon takes that message and sends straight to your phone through text message.

Who can see the messages that I send?

The messages you send through text message are sent through Pigeon to your medical provider via an app. Any staff member on the team that’s treating you can see your messages. Teams can be setup differently for each provider, so ask your healthcare provider for more information on exactly who can see the messages you send.

Who is PigeonBot?

PigeonBot is our friendly little robot that sends automated messages from your healthcare provider. On top of confirming your identity and getting you registered in the system, PigeonBot will send you appointment reminders and any other automated messages that you receive. You can respond to these just like you’re speaking with a person and your provider will get back to you.

What if I have more questions?

For any other questions you have about Pigeon, contact your healthcare provider or contact us.