Privacy Policy

    Effective Date: October 9, 2026 | Last Updated: October 9, 2026

    The Patient Experience Strategist LLC

    Applies to: patientexperiencestrategist.com, pxstrategist.com, and app.pxstrategist.com

    1. Introduction

    Welcome to The Patient Experience Strategist LLC ("The Patient Experience Strategist," "PES," "we," "us," or "our"). We are committed to protecting your privacy and being transparent about how we collect, use, and share personal information. This Privacy Policy explains how we handle personal information collected through our websites at patientexperiencestrategist.com and pxstrategist.com (including app.pxstrategist.com), our newsletter, our text message (SMS) programs, our AI-assisted customer support and marketing tools, and related services (collectively, the "Services"). By using the Services, you agree to this Privacy Policy and our Terms and Conditions.

    2. Who We Are

    The Patient Experience Strategist LLC is a Florida limited liability company. We are responsible for the personal information collected through our Services as described in this Privacy Policy.

    Email: legal@patientexperiencestrategist.com

    Mail: The Patient Experience Strategist LLC, 2850 34th St N #1196, St. Petersburg, FL 33713, United States

    3. Scope of This Policy

    This Privacy Policy applies to personal information we collect when you:

    • Visit our websites
    • Subscribe to our newsletter
    • Book a consultation, complete an assessment, or use our calculators
    • Contact us by email, chat, phone, or text message, including conversations with our AI assistant
    • Opt in to our text message programs
    • Register for events, webinars, or other offerings
    • Interact with our content, emails, or social media

    This Privacy Policy does not apply to information we process on behalf of healthcare organizations that use our software platform to communicate with their own patients. See Section 10. It also does not apply to third-party websites, services, or platforms we link to. We encourage you to review their privacy policies.

    4. What Personal Information We Collect

    We collect information you provide directly, information collected automatically, and information from third parties.

    Information You Provide

    • Contact Information: Name, email address, phone number, company name, and job title
    • Professional Information: Industry, organization size, job function, and professional interests
    • Mobile Information: Your mobile phone number, your SMS consent (including the date, time, method, and program you joined), and the content of text messages you send us
    • Support Conversations: Messages, chat transcripts, emails, and attachments you send to our support channels, including conversations handled by our AI assistant
    • Communication Data: The content of messages, comments, or feedback you send us
    • Booking and Assessment Information: Information you provide when you schedule a consultation, answer intake questions, or complete an assessment or calculator
    • Event Registration: Information you provide when registering for webinars, events, or consultations

    Information Collected Automatically

    • Usage Data: Pages visited, content viewed, time spent on our websites, and links clicked
    • Device Information: IP address, browser type, operating system, and device identifiers
    • Email Engagement: Opens, clicks, and email preferences
    • Messaging Data: Message delivery status, timestamps, carrier information, and opt-in and opt-out records
    • Cookies and Tracking Technologies: See Section 14

    Information from Third Parties

    • Newsletter Platform: We use Substack to manage newsletter subscriptions and may receive data from it
    • Social Media: Information from LinkedIn and other platforms where we share content
    • Business Partners: Information from co-marketing partners, event sponsors, or advertising partners
    • Publicly Available Sources: Professional information from organization websites, LinkedIn, and other public sources

    5. How We Use Your Personal Information

    Newsletter and Content Delivery

    • Send you our newsletter and related content
    • Personalize content based on your interests and engagement
    • Notify you about new articles, resources, or offerings

    Customer Support

    • Respond to your questions and requests by email, chat, phone, and text message
    • Confirm, schedule, and remind you of consultations and appointments
    • Route your request to the right person

    Marketing and Communications

    • Send promotional materials about our consulting services, software, events, and products
    • Send marketing text messages if you have opted in to PES Updates
    • Share relevant industry insights, case studies, and research
    • Conduct surveys and gather feedback

    Advertising and Sponsorships

    • Deliver sponsored content and advertisements through our newsletter
    • Share aggregated, de-identified data with advertising partners
    • Measure advertising effectiveness and engagement

    Business Operations

    • Process registrations for events, webinars, and consultations
    • Analyze and improve our Services, including our AI tools
    • Conduct research and develop new offerings

    Legal and Security

    • Comply with legal obligations and enforce our Terms and Conditions
    • Keep records of SMS consent and opt-out requests
    • Protect against fraud, security threats, and abuse
    • Resolve disputes and enforce our agreements

    6. How We Use Artificial Intelligence

    We use artificial intelligence ("AI") tools, including AI agents, to help us provide and improve our Services.

    Customer support. When you contact us by chat, phone, email, or text message, you may be communicating with an AI assistant rather than a person. The AI assistant can answer questions, schedule consultations, share resources, and route requests. We tell you when you are interacting with AI. You can ask to speak with a person at any time by replying "HUMAN" or "AGENT," or by emailing support@patientexperiencestrategist.com. A person will respond within one business day during business hours, Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. We review AI support conversations to check quality and accuracy.

    Marketing. We use AI tools to help draft, personalize, schedule, and analyze our marketing communications, including emails, newsletters, social media content, and text messages. This may include using your professional information and engagement history to tailor content to your interests.

    What AI does not do. We do not use AI to make decisions about you that produce legal or similarly significant effects. AI output is not medical, legal, financial, or professional advice. If an AI response seems wrong, contact us and a person will review it.

    Our AI providers. Our AI providers process your information on our behalf to deliver the Services. We require them by contract to protect your information and to use it only to provide services to us. We do not permit our AI providers to use your personal information to train their general AI models. Our current AI provider is Votel.ai.

    Transcripts. We keep transcripts of AI and human support conversations to respond to you, improve our Services, and keep records, as described in Section 11.

    7. Text Messaging (SMS)

    We offer two optional text message programs from +1 (855) 797-8749:

    • PES Support Alerts: Replies to your support requests, including replies from our AI assistant, consultation confirmations, reminders, and service updates. Up to 8 messages per month, plus replies to messages you send us.
    • PES Updates: Marketing messages about our services, software, events, resources, and offers. Up to 4 messages per month.

    Each program requires its own consent, and you choose which programs to join. Consent to receive text messages is not a condition of any purchase. Message and data rates may apply. Reply STOP to cancel or HELP for help. Our SMS Messaging Terms, which are part of our Terms and Conditions, explain each program in full.

    We do not share your mobile information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. The categories of sharing described elsewhere in this Privacy Policy exclude mobile phone numbers, SMS opt-in data, and SMS consent. We share mobile information only with service providers that help us deliver messages, such as our messaging provider (Votel.ai) and wireless carriers, and only to operate our SMS programs.

    8. Legal Basis for Processing (EU, UK, and Switzerland)

    For individuals in the European Economic Area, the United Kingdom, and Switzerland, we process personal information on the following legal grounds:

    • Consent: When you subscribe to our newsletter, opt in to text messages, or agree to marketing communications
    • Legitimate Interests: For business-to-business marketing, customer support, analytics, and improving our Services
    • Contract Performance: To provide Services you request and fulfill our obligations under our Terms and Conditions
    • Legal Compliance: To comply with applicable laws and regulations

    You may withdraw consent or object to processing at any time.

    9. How We Share Your Personal Information

    The sharing described in this section never includes your mobile phone number, SMS opt-in data, or SMS consent, except with service providers that deliver our text messages, as described in Section 7. We do not sell your personal information.

    Service Providers

    • Email and Newsletter Provider: Substack, for newsletter delivery and management
    • AI and Messaging Provider: Votel.ai, to power our AI assistant and to send and receive text messages and calls
    • Scheduling and CRM Tools: To manage bookings, inquiries, and customer records
    • Analytics Providers: To analyze website traffic and use of our Services
    • Cloud Hosting and Storage: To store data and backups securely
    • Payment Processors: To process fees for consulting services, software, or products

    Advertising and Sponsorship Partners

    • We may share aggregated, de-identified data with sponsors and advertisers
    • We may provide your contact information (other than mobile information) to a sponsor only when you engage with sponsored content and give your consent

    Business Partners

    • Co-marketing partners for joint events, webinars, or content, and event sponsors or co-hosts, with your consent when you register

    Legal Requirements and Business Transfers

    • When required by law, legal process, or government request
    • To protect our rights, property, or safety, or that of others
    • In connection with a merger, acquisition, financing, or sale of all or part of our business

    We require third parties that receive personal information from us to protect it and to process it in accordance with applicable law.

    10. Health Information and Our Software Platform

    Our websites, newsletter, AI assistant, and text programs are designed for healthcare organizations and professionals, not for patients seeking care. Please do not send us protected health information (PHI), patient records, or other sensitive health details through our websites, chat, email, AI assistant, or text messages. If you send us PHI by mistake, we will delete it once we become aware of it.

    We also provide a software platform that healthcare organizations use to communicate with their own patients. When an organization uses our platform, we process its patients' information on that organization's behalf as a service provider and business associate, under our agreements with it, including a Business Associate Agreement. That information is governed by the healthcare organization's own privacy policy and HIPAA Notice of Privacy Practices, not this Privacy Policy. Patients should send questions or requests to their healthcare provider, and we will assist the provider as our agreement requires.

    If a consulting engagement requires us to access PHI, that information is governed by a separate Business Associate Agreement and the client's agreement with us.

    11. Data Retention

    We keep personal information only as long as needed for the purposes described in this Privacy Policy:

    • Active Subscribers and Customers: For as long as you remain subscribed or have an active relationship with us
    • Unsubscribed Users: Limited information needed to honor your unsubscribe request and meet legal obligations
    • SMS Consent Records: At least five years after you opt out, to show compliance with law
    • Support Conversations: AI and human support transcripts for up to 24 months, unless a longer period is required by law or to resolve a dispute
    • Legal Requirements: Longer where required by law or to resolve disputes

    You may request deletion of your personal information at any time by contacting us.

    12. Data Security

    We use reasonable technical, organizational, and administrative measures to protect personal information, including:

    • Encryption of data in transit and at rest
    • Access controls and authentication requirements
    • Regular security reviews and updates
    • Secure cloud storage with reputable providers

    No system is completely secure, and we cannot guarantee absolute security of your information.

    13. International Data Transfers

    Your personal information may be transferred to, stored, and processed in the United States and other countries where our service providers operate. These countries may have data protection laws that differ from those in your country. For transfers from the EU, UK, or Switzerland to the United States, we rely on Standard Contractual Clauses, adequacy decisions where applicable, or other safeguards required by law.

    14. Cookies and Tracking Technologies

    We use cookies, web beacons, pixels, and similar technologies to operate our websites and understand how they are used.

    • Strictly Necessary Cookies: Needed for website functionality, security, and services you request
    • Performance Cookies: Help us understand how visitors use our websites
    • Functional Cookies: Remember your preferences
    • Targeting and Advertising Cookies: Deliver relevant advertisements and measure campaign effectiveness

    You can control cookies through your browser settings. Disabling cookies may limit some features. To opt out of interest-based advertising, visit optout.networkadvertising.org or optout.aboutads.info.

    Global Privacy Control (GPC): If you enable GPC in your browser, we will treat it as a request to opt out of the sale or sharing of your personal information for advertising purposes, where required by law.

    15. Your Privacy Rights

    All Users

    • Email: Unsubscribe from marketing emails at any time using the unsubscribe link
    • Text Messages: Opt out of any SMS program at any time by replying STOP, or by telling us in any other reasonable way, such as replying "cancel," "end," "quit," or "unsubscribe," or emailing us. We will honor your request within 10 business days. An opt-out from one program applies to all our text programs unless you tell us otherwise.
    • Human Review: Ask a person to review any AI-generated response
    • Access: Request information about the personal information we hold about you
    • Correction: Request correction of inaccurate or incomplete information
    • Deletion: Request deletion of your personal information

    EU, UK, and Switzerland Residents

    • Data Portability: Receive your data in a structured, machine-readable format
    • Restriction: Request restriction of processing in certain circumstances
    • Objection: Object to processing based on legitimate interests
    • Withdraw Consent: Withdraw consent at any time, without affecting earlier processing
    • Complaint: File a complaint with your local data protection authority

    California and Other U.S. State Residents

    Depending on where you live, and where applicable state privacy laws apply to us, you may have the right to know what personal information we collect, use, and disclose; to access, correct, or delete it; to opt out of the sale or sharing of personal information or its use for targeted advertising; and to not be discriminated against for exercising these rights. We do not sell personal information. You may use an authorized agent to make a request, and we may need to verify your identity before responding.

    To exercise your rights, email legal@patientexperiencestrategist.com. We will respond within the time required by applicable law.

    16. Children's Privacy

    Our Services are directed to professionals and are not intended for individuals under 18. We do not knowingly collect personal information from children under 13 (or under 16 in the EU or UK). If you believe we have collected information from a child, please contact us right away.

    17. Changes to This Privacy Policy

    We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will post the updated policy on our websites and update the "Last Updated" date. For material changes, we will provide additional notice, such as by email or a prominent notice on our websites.

    18. Contact Us

    If you have questions, concerns, or requests about this Privacy Policy or our data practices, contact us:

    Email: legal@patientexperiencestrategist.com

    Mail: The Patient Experience Strategist LLC, 2850 34th St N #1196, St. Petersburg, FL 33713, United States

    EU Representative: If required, we will appoint a representative in the European Union under Article 27 of the GDPR and list its contact details here.