1. We’re here to help. Get in touch.
If you have a question about this policy or your information, email support@askclara.co.
Our address is H&N Communications Limited, 67 Quarter House, Juniper Drive, London SW18 1GX.
2. About us
Clara is an AI receptionist for private healthcare clinics. Clara is run by H&N Communications Limited (company number 17055811), registered in England and Wales and with the Information Commissioner’s Office. In this policy, “we”, “our” and “us” mean H&N Communications Limited.
This policy covers people who use our website, ask for a demo, work at a clinic that uses Clara, or hear from us about Clara.
If you are a patient of a clinic that uses Clara, your clinic decides how your information is used, and we handle it on the clinic’s behalf. Please read your clinic’s privacy notice as well, and ask your clinic first about your information.
3. What information do we collect?
- Contact details, such as your name, work email, phone number, job title and clinic
- Account details, such as your portal login, billing details and support messages
- Website information, such as the pages you visit, your browser and device, and your rough location
- Conversations, including transcripts of demo calls and anything you send us
When a patient speaks to Clara, we also handle information for their clinic. This includes their name, contact details, date of birth, appointments and what they say, which may include details about their health.
4. How do we collect your information?
Most of it comes from you, for example when you ask for a demo, sign up, use the portal or contact us. We may also collect it from your clinic, from your use of our website, or from public sources such as your clinic’s website.
Patient information comes from the patient’s conversation with Clara and from the clinic’s practice software.
5. How do we use your information?
Our lawful bases are performing our contract with you, our legitimate interests in running and growing our business, and meeting our legal obligations.
We don’t train our own AI models on patient conversations.
6. How do we use your information for marketing, and how do you opt out?
We may contact clinics and the people who work at them about Clara. You can opt out at any time by using the unsubscribe link in our emails or by emailing support@askclara.co.
7. Do we store or share information outside the UK?
Some of our service providers are based in the United States or store information there. When information leaves the UK, we rely on a safeguard recognised under UK law, such as the UK-US data bridge or the UK’s approved contract terms.
8. Who do we share your information with?
We don’t sell personal information. We share it with third-party suppliers and service providers who help us run Clara, under data processing agreements. They provide hosting, voice and AI, calls and messaging, email, and payments.
We also share it with the practice software a clinic connects to Clara, with professional advisers, and where the law requires it. For a current list of our suppliers, email support@askclara.co.
9. Using our website and portal
Our website doesn’t set cookies. We use analytics to count visits. No patient information is sent to our website analytics. Our portal uses what it needs to keep you logged in.
10. How do we protect your information?
We limit who can reach personal information and encrypt it in transit. We have a written incident process, and we keep information only as long as we need it:
- Patient information is kept for the period agreed with the clinic, or until the clinic asks us to delete it.
- Other information is kept for as long as you want us to, or as long as the law requires.
11. What are your rights in relation to your information?
You can ask us for a copy of your information, or ask us to correct it, delete it, limit how we use it, stop using it, or move it to another provider. Email support@askclara.co and we aim to reply within a month.
If you are a patient, please ask your clinic first. If you contact us, we will pass your request to the clinic and help it respond.
If you are unhappy with how we handle your information, please tell us. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.
12. Changes to this policy
We will update this page when anything changes, and change the date at the top.