This article tells you what data BetterCare processes and how long it keeps it. The full text is in the BetterCare privacy policy.
Who is responsible
Your care provider decides how care records are used. It is the data controller for recordings, transcripts, written notes, care notes, and the staff and resident records. BetterCare processes this data for your care provider, under its instructions.
What BetterCare processes
Audio and care content. The recordings, their transcripts, the notes that you type, the resident's name and room, the draft care notes, the care action and time of each note, handover flags, your edits, and the summaries that managers make.
Staff and resident records. Names, roles, care homes, wings, rooms, external reference numbers, sign-in details, and the time when each user last used BetterCare.
Carer passwords. BetterCare keeps a password hash, not a copy that a person can read. A temporary password shows one time only.
Service data. IP address, device and app information, access times, and technical logs.
Product use and fault reports. Fixed action names, counts, timings and error codes. These do not include resident names, audio, transcripts, care note text or typed field contents.
Support messages and feedback. The messages and feedback that you send to us.
Record only the information that the care note needs. Do not record unrelated conversations or unnecessary personal details.
What BetterCare does not do
BetterCare does not use audio, transcripts or care notes to train AI models. Its providers cannot use this content for model training.
BetterCare does not send summaries to families.
BetterCare writes drafts. It does not make care or treatment decisions. Staff must check each note before use.
How long BetterCare keeps data
Each care provider sets how long BetterCare keeps its audio, transcripts and care notes. There is no single period for all customers.
BetterCare deletes or returns this data at the end of the agreed period, or when the service ends, unless the law tells it to keep the data.
Account and contact data stay while they are necessary to manage the service.
Crash reports from the Android app are kept for 90 days before deletion starts.
Ask your care provider for its retention periods. Read Where data is processed and Ask for data to be deleted.