Chat assistant privacy

Last updated: [SET DATE BEFORE LAUNCH]

This notice must be reviewed by a solicitor or qualified DPO before going live, alongside the Data Protection Impact Assessment it supports.

What this is

Compass is an automated chat assistant on this website. It is not a person, and it is not a substitute for speaking to our team. Compass can help you check whether we cover your area and explain how paying for home care works. It cannot give clinical or medical advice, and it does not carry out care needs assessments.

What Compass does with what you type

When you send a message to Compass, it is passed to Anthropic, the company that provides the underlying AI model, in order to generate a reply. We do not store a copy of your conversation. Nothing you type to Compass is added to our own systems, our care records, or any database we hold.

Anthropic does not use messages sent through this kind of service to train its models. Depending on the data retention arrangement in place with Anthropic at the time, your message and Compass's reply may be held by Anthropic for up to 30 days for abuse-prevention purposes before being automatically deleted, or may not be retained at all if a stricter arrangement is in place. See our main Privacy Notice for how we describe our processors generally.

If you ask Compass to check whether we cover your area, it only ever uses the first part of your postcode (for example B95), not your full postcode or address, and this is not sent anywhere beyond the immediate check.

Please avoid sharing more than you need to

Compass is designed to work with general questions, not personal detail. Please avoid including your relative's full name, exact address, NHS number, or detailed medical history in the chat. If you want to discuss a specific situation in detail, our team is always better placed to help, call us on 01564 335180.

Requesting a callback

[If callback requests through the chat are enabled: update this section to describe what is collected, that it is only sent by email to our team with your consent, and that we do not store it separately. Until then, Compass will direct you to call or use our contact form for a callback.]

Who else is involved

This chat assistant runs on Cloudflare, the same hosting provider used for the rest of this website, and (if you request a callback) delivers messages to our team using Brevo, the same email service used for our contact form. Both are already described in our main Privacy Notice.

Your rights

The rights described in our main Privacy Notice apply here too. If you have used the chat and want to ask us anything about it, contact hello@orbiscare.co.uk or call 01564 335180.