Privacy policy

1. Who we are

BetterCare AI provides the BetterCare Android app, which converts care workers' audio into transcripts and separate draft care notes, and the manager web app. This policy covers both apps, our website, and enquiries about our service.

BetterCare AI is operated by BETTERCARE-AI LIMITED, a company registered in England and Wales under company number 17465812. Our registered office is Flat 304 Block A, 27 Green Walk, London, England, SE1 4TT. In this document, "we", "us", and "our" refer to BETTERCARE-AI LIMITED.

For privacy questions or requests, email hi@bettercare-ai.com.

2. Who is responsible for your data

Your care provider decides why and how to use personal data in care records. It is the data controller for recordings, transcripts, written notes, and care notes, and for the staff and resident records that it manages in BetterCare. BetterCare AI processes this data on its behalf, under its instructions and our separate customer agreement and data processing terms.

We are the data controller for the business contact, enquiry, and service administration data that we use for our own purposes. This policy explains both roles. Your care provider's privacy notice gives further information about its use of care records and its lawful basis.

3. The data we process

• Account and contact data. Name, work email address, care organisation, role, and account identifiers supplied by you or your organisation.
• Staff and resident records. Names, roles, homes, wings, rooms, external reference numbers, sign-in details, and the time each user last used BetterCare. Your organisation manages these records.
• Carer passwords. Managers can generate a temporary carer password. It is shown once. We keep a password hash, not a viewable copy. The carer must choose a new password after signing in with the temporary password. We record password-management actions for security.
• Audio and care content. Recordings you submit, their transcripts, written notes you type, the resident's name and room, draft care notes, the care action and time of each note, handover flags, summaries that managers make, and your edits. These may include names, care observations, health conditions, medication, and other sensitive information about residents.
• Service data. IP address, device and app information, access times, and technical logs needed to run, secure, and troubleshoot the service.
• Product use and fault reports. Account and organisation identifiers, role, app version, fixed action names, counts, timings, and technical error codes. Android crash reports also include installation identifiers, device and operating-system details, and stack traces. We exclude resident names, audio, transcripts, care-note text and typed field contents from product analytics and fault reports.
• Communications. Enquiries and support messages you send us. Optional in-app feedback can include your written description, a screenshot that you can remove before sending, device and app details, the screen name, and recent request results. The diagnostic log contains no passwords, tokens, audio, or care text. Check the screenshot and description before you send them. Only BetterCare support can read this feedback.

Care information comes from authorised staff and their organisation. Only include information needed for the care note. Avoid unrelated conversations and unnecessary personal details.

4. How and why we use data

We process audio to produce a transcript. We send the transcript, your written notes, the resident's name and room, and the author's name to an AI text service. The service finds each care action in the transcript and writes a separate draft care note for each one. The care actions come from your care record provider. We return the drafts for the author to check and correct. Managers and administrators in your organisation can see drafts and transcripts before the author approves them.

When a manager asks for a care summary, a handover summary, or a family summary, we send the approved care notes for that resident and period to the AI text service, which writes the summary. The manager can edit or delete the summary. BetterCare does not send summaries to families. We also use data to manage access, provide support, protect the service, and meet legal duties.

We do not use audio, transcripts, care notes, or other customer content to train or improve AI models. We do not permit our processing providers to use this content for model training.

For our own administration, we rely on our legitimate interests in running a secure business service, answering enquiries, measuring product use and correcting technical faults. Where you are personally a party to a contract, we may need your data to perform that contract. We rely on legal obligations where the law requires us to keep or disclose information.

The care provider must establish a lawful basis for care records and a separate condition for health data under Article 9 of the UK GDPR. Device microphone permission does not replace these requirements. Access to the app depends on providing the account information needed to identify authorised users. Audio transcription requires you to submit audio.

The service produces draft documentation. It does not make care, treatment, or other decisions with legal or similarly significant effects. Staff must check the output before use.

5. Microphone access and your choices

The app needs microphone permission to capture audio for transcription. You can withdraw this permission in your device settings. This stops future microphone access but does not delete information already submitted or change the care provider's legal duties.

Follow your organisation's recording rules. People whose voices or care information are included must receive the required information and any required consent must be obtained.

6. Who receives data

Authorised staff at your care organisation can receive the content that we process for them. Managers and administrators can see when each staff member last used BetterCare. We use service providers for hosting, storage, speech transcription, AI text formatting, email delivery for password reset links, product analytics, crash reporting, and technical support.

Audio goes to our speech transcription provider. The transcript, written notes, the resident's name and room, and the author's name go to our AI text formatting provider. When we send a password reset link, your email address goes to our email delivery provider.

We use PostHog EU Cloud for product analytics in the Android app, manager web app and backend service, and for filtered web and backend fault reports. We send only the fixed product-use and technical fields described above. Automatic capture, session replay, heatmaps and surveys are off. We use Google Firebase Crashlytics for Android crashes, freezes and handled technical faults. We remove original exception messages and care content before sending handled and fatal Java exception reports. Firebase Analytics is not used. We do not use these reports for advertising.

Providers that process personal data on our behalf must follow contractual instructions, confidentiality duties, and protections consistent with this policy and applicable law. Detailed provider arrangements are covered in the customer data processing terms. Contact us for information about the providers relevant to your data.

We may disclose data where the law requires it or where necessary to protect legal rights. Any such disclosure must have a lawful basis and be limited to what is needed.

7. Security and where we process data

We store app data in the United Kingdom (London). Our application servers run in the European Union (Frankfurt), and app data, including audio, transcripts, and notes, passes through them. Speech transcription takes place in the European Union. Contact us for the locations where our AI text formatting and email delivery providers process data. PostHog product analytics uses its EU Cloud region. Firebase Crashlytics uses Google's global infrastructure and can process data outside the UK and EU. Google's applicable data processing and transfer terms cover that service.

Transfers to the EU are covered by UK adequacy regulations, which recognise the protection provided by EU data protection law. Providers remain subject to our data processing terms. Contact us for more information about the arrangements that apply to your data.

We must use appropriate technical and organisational measures to protect personal data. These measures must reflect the sensitive nature of care information and limit access to people who need it.

8. How long we keep data

Each customer defines how long we retain its audio, transcripts, and care notes. We record these periods in the customer agreement or its documented instructions. There is no single retention period for all customers. The customer must take account of its care-record retention duties when setting these periods.

We delete or return this data in line with the agreed retention periods and the customer's instructions, including when the service ends, unless the law requires us to keep it.

We keep account and contact data while needed to manage the service and the business relationship. We keep support and security records only while needed to resolve the matter, investigate an incident, meet a legal duty, or establish or defend a legal claim. Backup copies follow the applicable backup deletion cycle. Product analytics is kept only while needed for the stated service purposes. Google keeps Crashlytics crash traces and associated identifiers for 90 days before starting deletion from live and backup systems.

Ask your care provider for its care-record retention periods. You can also contact us for the retention arrangements that apply to your account.

9. Your rights and deletion requests

Depending on the circumstances, you can ask to access, correct, or delete your personal data, restrict its use, or receive a portable copy. Where processing relies on consent, you can withdraw that consent at any time without affecting earlier lawful use.

You have the right to object to processing based on legitimate interests. You can object to direct marketing at any time.

For care records, contact your care provider first. If you contact us, we will help route the request to it. For data we control, or to request account deletion, email hi@bettercare-ai.com. Do not include resident records in your initial email. We may need to verify your identity.

We normally respond to rights requests within one month. If the law allows extra time, we will explain why. Deleting an account does not necessarily delete care records that your organisation must retain. We will explain any lawful reason that prevents deletion.

You can complain to the Information Commissioner's Office, the UK data protection regulator. You can contact us first so we can try to resolve your concern.

10. Our website, web app, and policy changes

Our website uses Cloudflare for delivery and security, and Google Fonts to display its typefaces. Your browser sends technical information, such as your IP address, when it requests these services. We do not set advertising cookies in the website code.

The manager web app keeps your sign-in session in this browser for up to 7 days. It also keeps your organisation code and name, so that you do not have to type the code again. Log out removes the sign-in session. Change organisation removes the organisation code and name. The web app sets no advertising or analytics cookies. Its product analytics identity and events stay in memory, not browser storage. The Android app keeps a limited local event queue so allowed events can be sent after a connection returns.

We may update this policy when the service or legal requirements change. We will update the date on this page and give further notice where required. The customer agreement gives additional processing details; it does not remove your data protection rights.

11. The website demo

You can try the carer app in your browser at bettercare-ai.com/demo. To open the demo, you give your name, work email address, care organisation, and care management system. We are the data controller for these details. We use them to give you demo access, to send you a welcome email, and to contact you about BetterCare. We rely on our legitimate interests in answering interest in our service.

We send the welcome email to you with a copy (cc) to hi@bettercare-ai.com, so our team also receives your details. Your details and the email go through our email delivery provider. We keep these details as business contact data, as section 8 describes. To have them deleted, email hi@bettercare-ai.com.

The demo uses fictional residents. Do not record real residents, real care, or other personal information. Demo audio goes to our speech transcription provider, and the transcript goes to our AI text formatting provider, as section 6 describes. We delete demo audio, transcripts, and care notes within 24 hours.

Your demo access lasts 7 days. The demo sets one cookie in your browser that keeps your access for these 7 days. The demo needs this cookie to work. It is not an advertising or analytics cookie.