Patient data storage, retention and exports

Where it's stored

• Our server in the United States (Arizona) holds the database and the master copy of photos and videos.
• Cloudflare delivers photos and videos to patients from a copy close to them in Australia and New Zealand.
• Backups are taken every night and kept for up to 13 months.
• Everything is sent over encrypted connections.

Who else handles it

A few services do specific jobs for us:

• OpenAI: looks at the photos to draft findings, creates the before and after, answers the AI chat, and writes the subtitles for personal videos.
• ElevenLabs: voices the Generated Video. It receives the script, which includes the patient's first name.
• Resend sends emails. TNZ (New Zealand) and Twilio (elsewhere) send texts.
• Cloudflare and Hostinger host and deliver the service.

How long it's kept

Patients' information is removed in stages, counted from the patient's last activity: when you sent their consult, or when they first opened it, viewed their plan or asked to book.

• After 6 months: the consultation video is removed. Their patient portal still works.
• After 12 months: the before and after, the link, messages and booking details are removed, and we stop contacting them.
• If you sent them a consult: a record of care is kept for 10 years (20 years for a child). It includes their name and contact details, the photos you assessed, what you told them, and their messages.
• If you never sent a consult: their name, contact details and photos are removed at 12 months.

The clock pauses while treatment is in progress: when you've marked them Booked and haven't yet marked Treatment completed.

Patient records

Go to Account → Patient records to find anyone you've sent a consultation to.

• View: their record of care, including each version of the consult you sent, the dentist who sent it, the transcript, messages and photos. It also shows Consultation viewable until and Record kept until.
• PDF: download one patient's record.
• Export all records: downloads a zip with a spreadsheet of every record and a PDF for each patient.

Each download is noted in the Activity log under Access.

Removing a patient

If you delete or archive a patient, everything removed is kept for 7 days so you can undo it from the Activity log, then permanently erased.

To give a patient a copy of their record, remove their information or stop contacting them, see Data requests and deletion. For who can see your patients and how they're protected, see Privacy and security.