Privacy Policy

We collect information in three ways, depending on how you interact with us.

• Information you give us. When you request a demo, subscribe to updates, apply for a role or send us a message, you may share your name, work email address, telephone number, organisation, job title and whatever details you choose to include in your enquiry.
• Information collected automatically. As you browse the site we record usage data such as pages viewed, links followed, referring page, browser and device type, approximate location derived from your IP address, and diagnostic and error logs.
• Information processed in the product. Operational and patient-related records are entered by the healthcare organisations that use Care18. We process that information on their instructions; the organisation that supplied it remains responsible for how it is used.

We use personal information to:

• respond to enquiries and prepare tailored demo proposals;
• provide, secure, maintain and improve the website and the Care18 product, including support, onboarding and training;
• monitor performance, diagnose faults and prevent misuse or unauthorised access;
• send service messages and, where you have asked for them, product news — every marketing message includes a way to opt out;
• compile aggregated, non-identifying insight about how the site and product are used.

AI features inside the product operate on the organisation data they are given and exist to assist administration — drafting documents, summarising records, forecasting demand. They are not used to diagnose or recommend treatment.

We do not sell personal information. We share it only where it is needed to run the service:

• with service providers who host our infrastructure, deliver email, process payments or provide analytics, under confidentiality obligations and on our instructions;
• with the healthcare organisation tied to your account, so administrators can manage access and support you;
• where we are required to disclose information by law, a court order, or to protect the rights, property or safety of our users and others;
• as part of a business reorganisation, subject to equivalent protections.

We use cookies and comparable technologies to keep the site working, remember your preferences and understand how the site is used. Our Cookie Policy describes each category and explains how to control them.

We apply controls suited to sensitive healthcare information: encryption in transit and at rest, role-based access control, secure authentication, activity and audit logging, permission scoped interfaces, encrypted backups and disaster recovery planning. We review these measures regularly. No method of transmission or storage is completely secure, so we cannot promise absolute protection.

We keep personal information only for as long as it is needed for the purpose it was collected for, to meet legal and accounting obligations, or to resolve disputes. When it is no longer required, we delete it or remove identifying details from it. Records held inside the product are retained on the instructions of the healthcare organisation that owns them and in line with our agreement with them.

Depending on where you live, you may be entitled to ask us for a copy of the information we hold about you, to correct it, to delete it, to restrict or object to how we use it, and to receive it in a portable form. Where our use of your information rests on your consent, you can withdraw that consent at any time, and you can opt out of marketing messages using the link in each one.

To make a request, use our contact page and we will respond within the timeframe required by applicable law.

The Care18 website and product are aimed at professionals and organisations, not children. We do not knowingly collect personal information from children through this website. Where the product holds records about minors, those records are entered and controlled by the healthcare organisation treating them. If you believe a child has shared personal information with us through this site, contact us and we will remove it.

We may process information in countries other than the one it was collected in — for example, where our hosting or support providers operate. Where that happens and the law requires it, we use appropriate safeguards, such as contractual protections, so the information keeps an equivalent level of care.

Our site may link to other websites whose practices we do not control. Once you leave this site, their own privacy policies apply. We encourage you to read them before sharing any information.

We may update this policy to reflect how the website, the product or our practices evolve. The current version always lives on this page, and material changes will be highlighted where appropriate. We encourage you to review it from time to time.

Questions about this policy or a request about your information can be sent through our contact page. If you are looking for quick answers about the product, the FAQs cover implementation, security and pricing.