CareCoreTrust Centre

Privacy notice

Last updated 2026

1. Who we are

CareCore provides an AI operations layer for domiciliary care providers — answering carer calls and family WhatsApp messages, triaging them against the agency's own policies, and creating the resulting tasks, incidents and escalations. The care agency is the data controller. CareCore is the data processor, acting only on documented instructions.

2. Whose data we handle

  • Service users receiving care from the agency
  • Family members, next of kin and advocates who contact the agency
  • Care workers, coordinators, registered managers and auditors

3. What we process and why

We process health and care information, which is special category data under Article 9. The full register is published in the Trust Centre. In summary:

  • Agency tenancy — Identify the tenant, route inbound calls and messages to the right agency. (Contract (Art. 6(1)(b)))
  • Staff accounts — Authenticate console users and attribute every action to a named person. (Contract (Art. 6(1)(b)))
  • Access rights — Enforce role-based access control and least privilege. (Legal obligation — security of processing (Art. 32))
  • Onboarding invitations — Invite named colleagues into the agency workspace with a scoped role. (Contract (Art. 6(1)(b)))
  • Service user records — Identify the person receiving care so calls, messages and visits resolve to the right record. (Art. 6(1)(b)/(f) + Art. 9(2)(h) — health and social care provision)
  • Family & representative contacts — Recognise who is messaging on WhatsApp and whether they may request changes. (Legitimate interests (Art. 6(1)(f)) — keeping families informed)
  • Care worker records — Roster, match by skill and reach the right carer for cover. (Contract (Art. 6(1)(b)))
  • Availability patterns — Work out who can legitimately be offered a shift or cover. (Contract (Art. 6(1)(b)))
  • Absence reports — Record a reported absence and drive the cover broadcast. (Art. 6(1)(b) + Art. 9(2)(b) where sickness is disclosed)
  • Rota / visits — The schedule of care; the source of truth the AI answers rota questions from. (Art. 6(1)(b) + Art. 9(2)(h))
  • Call records — Log every inbound/outbound call, its AI triage outcome and the workflow it triggered. (Art. 6(1)(b)/(f) + Art. 9(2)(h))
  • Call transcripts — Evidence of what was said, for safeguarding review and AI quality assurance. (Art. 6(1)(f) + Art. 9(2)(h))

4. Calls and messages

Inbound and outbound calls may be recorded for safeguarding and dispute resolution. Callers are informed at the start of the call. Audio is transcribed to text; both the recording reference and the transcript are retained for the window the agency configures and are then deleted automatically. Recordings are never publicly addressable — playback is streamed through a short-lived signed proxy available only to authorised staff.

5. Automated decision-making

AI classifies intent and urgency and drafts replies. It does not make decisions producing legal or similarly significant effects. Clinical, safeguarding and out-of-scope matters are always routed to a named human. Model providers are used for inference only; content is not used to train models.

6. Where data is stored

Application data is stored in AWS eu-west-2 (London, United Kingdom). Some sub-processors operate outside the UK; those transfers rely on the UK International Data Transfer Addendum to the EU Standard Contractual Clauses. Our sub-processors are:

  • Lovable Cloud (managed Postgres on AWS) — Primary database, authentication and file storage. (AWS eu-west-2, London, UK)
  • Twilio — Inbound/outbound voice, call recording media, WhatsApp and SMS delivery. (Ireland/EU with US parent)
  • Deepgram — Speech-to-text transcription of call audio. (United States)
  • Lovable AI Gateway (Google Gemini, OpenAI TTS) — Intent triage, reply drafting and neural voice synthesis. (EU/US depending on model)
  • Vercel — Application hosting and edge delivery. (EU region (lhr/fra))

7. How long we keep it

Retention windows are set per agency within statutory limits and enforced by an automated nightly job. Care records are typically retained for 7 years after the end of service; call recordings and transcripts for far shorter windows. The full schedule is in the Trust Centre.

8. Your rights

You have the right of access, rectification, erasure, restriction, objection and portability. Requests should be made to the care agency as controller; CareCore supports them within one calendar month. Where law requires the care record to be retained, erasure is fulfilled as irreversible pseudonymisation — identifiers and verbatim speech are removed while the clinical and audit record survives.

You may also complain to the Information Commissioner's Office (ico.org.uk).

9. Contact

Data protection: privacy@carecore.app. Security disclosures: security@carecore.app.