AI and your data
AI data handling at Vitels: what reaches the model, what is stored, and what never leaves the clinic
Two AI helpers run inside Vitels. This page lists, for each one, exactly what is sent, to which company, whether anything is kept, and who at Vitels can read it. The short version: no patient data goes to any model, the clinic's name and staff details stay with Vitels, voice clips are not stored, and the only thing kept is the assistant's chat transcript. The page exists so that a clinic admin can answer a Data Protection question without asking us.
Does any patient data go to an AI model in Vitels?
No. The medicine helper sends medicine names, or the voice clip you recorded, and nothing else. Vitels Assistant sends the question you typed and the earlier messages of the same chat, with the app's own help content, and it asks you not to include patient details. Neither helper can read the patient list, a consultation, a bill or a setting. This page sits under the security page, which covers who can see clinic data at all, and alongside who owns clinic data.
- Patient data to models
- None
- Clinic name, staff details
- Not sent
- Voice clips
- Transcribed, not stored
- Medicine lookups
- Not stored beyond what you accept
- Assistant transcripts
- Stored; support can read
- Switch off
- Per clinic (medicines); by plan (assistant)
What each helper sends and keeps
Read down a column to answer a Data Protection question about that helper.
| Add medicines using AI | Vitels Assistant | |
|---|---|---|
| Sent to the model | Medicine names you typed; the voice clip (to the speech service); the transcript (to the text model) | Your question, the earlier messages in the same chat, the app map, FAQs and tutorials for your role |
| Not sent | Patient data, consultations, clinic name, staff details | Patient data, clinic data, your name, the clinic's name, phone numbers (unless you type one for a call-back) |
| Vendor | Microsoft Azure AI Speech (voice, Indian English); Anthropic Claude (text) | Anthropic Claude (text); none for FAQ matches |
| Stored by Vitels | Only the medicines you accept; audio and lookups are not stored | The chat transcript, ticket and call-back requests, token counts |
| Who at Vitels can read it | Nobody reads lookups; accepted medicines are clinic records | Vitels support staff, in the Support inbox, with the requester's name and role |
| Retention | Not applicable | Transcripts are kept; a retention period will be stated here when set |
| Caps | 60 lookups/clinic/hour; 300 voice notes/clinic/day | 10 messages/person/day; 25/clinic/month; platform monthly budget |
| Off switch | Per clinic, on request | By plan (Vitels Pro) |
Vendor names, regions and caps are product settings. This page is updated when they change and carries the date above.
Where does this sit under the DPDP Act?
Under the Digital Personal Data Protection Act, 2023, the clinic is the Data Fiduciary for its patients' data and Vitels is its Data Processor, working under the clinic agreement. The AI helpers do not change that picture, because no patient data reaches them. A medicine name is not personal data. A help question typed by a staff member is the staff member's own text, and the assistant asks them to keep patient details out of it; if a patient is named anyway, Vitels treats the transcript like a ticket description and does not forward it anywhere. Our guides to the DPDP Act for clinics and the glossary entries on Data Fiduciary and Data Processor cover the roles in full.
The voice clip is the one input that could carry something said in the room. The recording is started by the person adding medicines, is meant for medicine names, and is limited to 60 seconds. It is sent to the speech service for transcription and is not stored by Vitels. If you would rather it were never used, type the names instead or ask us to switch the helper off for your clinic.
Does Vitels use clinic data to train models?
No. Vitels does not train models, and it sends the vendors only the inputs listed in the table. Prescription data is never sold or shared, which is a standing rule for the whole product, not just for the AI helpers. Whether a vendor retains inputs under its own terms is a question for that vendor's published data terms; the clinic can ask us for the current links at any time.
What to ask any clinic software about its AI
The questions on this page are the ones to put to any vendor: which model and company, what is sent, what is stored and for how long, whether anything is used for training, whether a person reviews every output, who can read the logs, and whether it can be switched off. Our post on questions to ask a vendor about AI gives the full list with what a straight answer sounds like, and consent for AI scribes under DPDP covers the harder case of software that records the consultation, which Vitels does not do.
The rules both helpers follow
No patient data, by construction
The helpers are not connected to patient records. The medicine helper's request is a list of names; the assistant's is a question plus help articles. There is no code path from a patient record to a model.
No clinic or staff identity
The clinic's name, the user's name, roles, phone numbers and app version are not sent to any model. Roles are used only to pick which FAQs go in the knowledge pack.
Nothing kept that you did not accept
A medicine draft exists only on screen until you press Accept. Voice clips are not stored by Vitels. Assistant chats are stored, because tickets and call-backs need their context.
Visible to the person, auditable by Vitels
You see your own chats and your remaining caps in the app. Vitels support staff can read assistant transcripts. Changes to the caps are logged with a reason.
No clinical use
The models are told not to give dosing, warnings or brand claims (medicines) and to decline medical, legal and tax questions (assistant). Clinical decision support is permanently out of scope.
A human accepts every output
A medicine draft becomes a record only when a doctor or clinic admin accepts it. A help answer is an answer; it cannot change anything in the app.
Can be switched off
The medicine helper is enabled per clinic; write to hello@vitels.in to have it switched off for yours. The assistant is part of Vitels Pro and goes with the plan.
Named vendors
Text goes to Anthropic (Claude). Voice goes to Microsoft Azure AI Speech, set to Indian English. Both are named here and on each helper's page, so a clinic can list them as processors.
For the clinic admin: answering a data question about AI
If a patient, an auditor or a council asks, these are the answers for Vitels.
Is patient data sent to any AI model? No. The helpers are not connected to patient records.
Which companies process AI inputs? Anthropic (text) and Microsoft Azure AI Speech (voice, Indian English).
Is audio stored? No. It is transcribed and discarded.
What is stored? Medicines you accepted, as clinic records; assistant chat transcripts and any ticket or call-back request.
Who can read assistant chats? The person who had the chat, and Vitels support staff.
Can the AI write to a patient record or send a message to a patient? No.
Can we switch it off? Medicines: per clinic, on request. Assistant: it goes with Vitels Pro.
Straight answers
Is patient data used to train AI models?
No. Vitels does not train models and does not send patient data to any model. Prescription data is never sold or shared.
Where is the voice clip processed?
By Microsoft Azure AI Speech, set to Indian English. Vitels does not store the clip; only the medicine names you accept become records.
Can I switch the AI off for my clinic?
Yes. The medicine helper is enabled per clinic; write to hello@vitels.in and it is switched off for yours. Vitels Assistant is part of Vitels Pro and goes with the plan.
Who reads assistant chats?
The person who had the chat can read their own earlier chats in the app. Vitels support staff can read transcripts in the Support inbox so that tickets and call-backs carry their context.
What if a staff member types a patient's name into the assistant?
The assistant does not repeat it and does not put it in a ticket or call request. Vitels treats the transcript like a ticket description: stored, readable by support, not forwarded.
Vendor names, regions, caps and retention are product settings as of 4 November 2026; this page is updated when they change.
Related pages
Vitels AI: what the AI in Vitels does
The two helpers, their caps, and the permanent no-list.
ReadSecurity and data
Per-clinic isolation, vendor access and data export.
ReadWho owns clinic data
Export, deletion and what Vitels will never do with records.
ReadAI scribes and consent under DPDP
What recording a consultation requires of the doctor.
Read
Ask us anything on this page
Write to hello@vitels.in with your clinic's name and the question. A member of the team replies on working days, in writing, so you can file it.