Privacy Notice

This notice explains how CareTime ("we", "us") collects, uses, shares, and protects personal data. It covers two groups of people: visitors to caretime.care, and people whose telephone calls are handled by CareTime on behalf of a care provider.

Who we are

CareTime provides a call-monitoring and screening service for UK care providers. If you have any question about this notice or your personal data, contact us at hello@caretime.care.

Our role

For visitors to our website, CareTime is the data controller. For calls into a care provider that uses CareTime, the care provider is the data controller and CareTime acts as a data processor, handling call data under that provider's instructions and on their behalf. If you called a care home and want to exercise your rights, you can contact either us or the care home directly.

What we collect

If you visit caretime.care: basic, anonymised usage analytics (via Google Analytics) and any details you choose to send us by email.

If you call a care provider that uses CareTime:

• the call recording (audio);
• a transcript and summary of the call, and an automated analysis of it;
• the phone number you called from, and your name where it is known to the care provider;
• call metadata — time, duration, and the outcome or category of the call.

We do not seek to collect special-category (for example, health) information. Where such information is mentioned during a call, it is handled as part of the care provider's own safeguarding responsibilities.

Why we use it

We process call data so that care providers can: screen incoming calls, safeguard residents by surfacing concerning calls, protect staff by keeping an accurate record if a complaint is made, reduce unnecessary interruptions, and receive the daily Morning Brief summarising the previous day's calls.

Legal basis

We and the care provider rely on legitimate interests — safeguarding residents, protecting staff, and running a safe, well-managed service — balanced against the interests and rights of callers. You can object to this processing (see "Your rights" below).

How long we keep it

We keep personal data only as long as we need it:

• Call recordings — deleted after 90 days.
• Transcripts, summaries, and call analysis — deleted after 12 months.
• Phone numbers and other identifiers in call logs — redacted after 30 days; non-identifying metadata (such as time and call category) may be kept for service analytics.
• Caller contact records — kept while in active use and removed after a period of inactivity (around 18–24 months).
• Resident records held on behalf of a care provider — kept while the person is in that provider's care, then deleted a set period afterwards.

Who we share it with

We use a small number of trusted suppliers ("sub-processors") to run the service. Each is bound by data-protection terms, and we do not sell personal data. They are:

• Twilio — telephony and call recording;
• OpenAI and Google (Gemini) — speech-to-text transcription and call analysis;
• Supabase — secure database hosting;
• Resend — delivery of the Morning Brief email.

Where your data is processed

CareTime is UK-based and our core systems are hosted in the UK/EU. Some processing — for example speech-to-text and call analysis — may be carried out by providers outside the UK. Where that happens, the transfer is protected by appropriate safeguards, such as the UK International Data Transfer Agreement or Standard Contractual Clauses.

Your rights

Under UK data protection law you have the right to access, correct, erase, restrict, or object to the processing of your personal data, and to data portability. To exercise any of these, email hello@caretime.care and we will respond within the timeframes the law requires. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Cookies and analytics

caretime.care uses Google Analytics to understand, in aggregate, how the site is used. This sets cookies on your device. You can block or delete cookies in your browser settings.

Changes to this notice

We may update this notice from time to time. The date at the top shows when it was last changed.

Contact

Questions, or to make a data subject access request: hello@caretime.care.