Customer Data Deletion Process

Purpose

This document outlines the process by which CareScribe deletes customer data upon request, in accordance with our obligations under applicable data protection laws (including the UK GDPR), and our commitment to data minimisation and user rights.

Scope

This process applies to all personal data processed by CareScribe on behalf of a customer, including but not limited to user accounts, recordings, transcripts, and associated metadata.

Process Overview

1. The customer submits a request for data deletion by emailing help@caption-ed.com, clearly specifying the data to be deleted (e.g. entire organisation account, individual user data, or specific recordings).
2. A CareScribe representative will acknowledge the request and confirm the following with the requester:
   1. The scope of the deletion (what data is to be deleted)
   2. The authorised person making the request
   3. The expected timescale for deletion
   4. Any impact this may have on the functionality of the customer’s account
3. Upon confirmation, the specified data will be securely deleted from CareScribe’s systems by an authorised member of staff. This includes the deletion of data from active systems and databases.
4. Once the deletion has been completed, CareScribe will notify the customer via email that the data has been successfully deleted.

Data Deletion Principles

• All deletions are carried out securely and in line with CareScribe’s Information Security and Data Retention Policies.
• Deleted data is permanently removed from active systems.
• Where data resides in backups, it will be overwritten in line with our standard backup retention cycle and is not accessible for routine use.
• Requests for deletion are logged internally for audit purposes.

Security and Authorisation

Only authorised personnel are permitted to action data deletions. Access to deletion tools and administrative privileges is strictly limited and monitored.