You stay in control
Your clinic decides how patient data is used. Clara handles it to run your reception, and for nothing else.
Data Protection at Clara Your patients’ data, handled with care
What data protection means at Clara.
Built for clinics
Clara answers your phone, website chat and WhatsApp, and books into your practice system. Every one of those conversations is about someone’s health, so we treat it that way.
We don’t train AI on your patients
We don’t build or train our own models on your conversations.
Ask us to delete a patient’s details, and we delete them.
We can find and erase a patient’s details on request, including the copy held by our voice provider. Your practice system stays your record.
Safeguards built into every conversation
- Clara introduces herself as the clinic’s virtual assistant.
- She confirms who she’s speaking to before booking or changing anything.
- She never tells a caller whether someone else is a patient, and never reads out details from a record.
- She saves a caller’s details for next time only if they say yes.
- Urgent symptoms come first: she tells the caller to ring 999 or 111 and stops the booking. She gives no clinical advice.
Good practice for your clinic
Read the transcript and summary before acting on anything important.
Your privacy notice should mention that an AI receptionist answers your calls and chats.
Conversations are kept for a set period. If your clinic wants them kept for less time, we set it for you.
What we keep, and what we don’t
From the first hello to the booking in your diary.
The conversation
Call · Riverside Physio
Clara Hello, you’re through to Riverside Physio. I’m Clara, the clinic’s virtual assistant.
A patient calls or messages
Clara answers in your clinic’s name and books straight into your practice system.
No recordings
Transcript
Caller Can I book a follow-up for my shoulder?
Clara The soonest is tomorrow at 9 AM with Sam. Does that work?
No recording, written transcript onlyClara doesn’t record calls
Your team gets a written transcript and a short summary of each conversation in your portal.
Masked details
Transcript in your portal
Caller It’s NAME, born DATE OF BIRTH.
Caller My email is EMAIL.
Personal details maskedPersonal details masked in transcripts
Names, dates of birth, phone numbers, emails and addresses are masked in the transcripts you see in the portal.
Retention
Conversation
Kept for a set period, then deleted. Shorter on request.
Kept for a set time
Conversation transcripts are deleted after a set period, or sooner if your clinic asks.
Messages
Clinic inbox · New message
Callback requested
Question about an invoice. Best number taken on the call.
Also sent by emailMessages go to your team
When a caller needs your team, Clara takes a message and sends it to your clinic inbox and email.
Where data goes
ElevenLabsVoice and chatTwilio and MetaCalls and WhatsApp messagesOpenAI and AnthropicAI modelsRailwayHosting and databaseYour practice systemYour bookings stay here
Clara runs on established providers, each chosen for the job it does. Booking data lives in your own practice system.
Questions about data
Does Clara record calls?
No. Clara doesn’t record calls. Your team gets a written transcript and summary of each conversation in the portal.
Can Clara tell a caller about another patient?
No. She runs a two-factor identity check before discussing any appointment, and never reads out a phone number or email from a record.
Is patient data used to train AI?
We don’t train our own models on your patients’ conversations. The AI providers we use don’t train on business API data by default.
How long do you keep conversations?
Transcripts are kept for a set period and then deleted. If your clinic wants a shorter period, we set it for you.
Can a patient have their details deleted?
Yes. Ask us and we will find and erase their details from Clara and from our voice provider. Their record in your practice system stays under your control.
What happens if something goes wrong?
We have a written incident process. If a breach affects your patients’ data, we tell your clinic without undue delay, aiming for within 24 hours of confirming it.
Does Clara give medical advice?
No. Clara gives no clinical advice or diagnosis. When a caller describes urgent symptoms, she tells them to ring 999 or 111 and stops the booking.
Questions about your data?
Talk to us. We’ll walk you through exactly how Clara handles your patients’ information.
Talk to us