What happens to our patients' call recordings and transcripts, and who can access them?

For Physical Therapy Clinics

Every call handled by Voksha generates a transcript that your clinic can review, which matters for PT specifically because these transcripts often contain PHI: a patient describing how they hurt their knee, mentioning a surgery date, or reading off an insurance member ID number. Access to that data should be limited to authorized staff at your clinic, the same principle you already apply to who can open a patient's chart in your EMR. Before going live, confirm with Voksha directly what your account's data retention window is, whether transcripts and any call recordings are encrypted both in transit and at rest, and who at Voksha (if anyone) has access to your account's call data versus it being visible only to your clinic's authorized users. For a PT practice, this is worth treating with the same seriousness as your EMR vendor contract rather than as an afterthought, because a transcript capturing an injury description and an insurance member ID is functionally equivalent to a page out of a patient's intake form. If your practice is on the Enterprise plan, this falls under the HIPAA and GDPR compliance features included at that tier, and you should request documentation of a signed Business Associate Agreement as part of onboarding, the same as you would with any other vendor touching PHI. Practices on lower tiers using Voksha for basic scheduling only, without capturing injury or insurance detail, carry less exposure, but any clinic collecting intake information by phone should confirm data handling practices match what HIPAA requires before that first call comes in.