If our clinic ever cancels Voksha, what happens to our patient call data and transcripts?

For Medical Clinics

This is a fair question to ask before rolling out any vendor that touches patient information, and it should be answered in writing as part of your Business Associate Agreement on the Enterprise plan before you route real patient calls through the service, not assumed afterward. Standard practice for a HIPAA-covered vendor relationship is that call recordings and transcripts containing protected health information are retained only as long as needed for the agreed purpose, such as quality review or your own compliance record-keeping, and are deleted or returned according to the terms in the BAA once the relationship ends, rather than retained indefinitely by the vendor after cancellation. Because Voksha is month-to-month with no long-term contract, clinics can cancel without penalty, but that also means it's worth confirming the data offboarding process before you need it: whether you can export call logs and transcripts for your own records before the account closes, and the timeline for deletion of any remaining data on Voksha's side afterward. This is the same due diligence question a clinic should already be asking of its EHR vendor, its answering service, or its billing clearinghouse, since all of them hold PHI that needs a defined lifecycle, not just at intake but at offboarding too. Clinics evaluating Voksha alongside other vendors as part of a broader vendor risk assessment should request these data handling and deletion terms directly rather than assuming they match another vendor's practices, since retention and deletion policies vary by vendor even within healthcare-focused software.