AI in Heltio rests on two separate consents, and it is worth keeping them apart.
The first — the clinic towards Heltio. Before any AI feature runs, someone with admin rights accepts the AI Sub-processors — Data Processing Agreement. That is a one-off consent, at the level of the whole clinic.
The second — the patient towards the clinic, for recording only. A visit recording is the one piece of material that cannot be de-identified before it is sent. That is why recording needs the patient's separate, documented consent — and why nothing else does.
How to do it
Accept the processing agreement on behalf of the clinic
Settings → AI Features → View disclosure. The document lists every provider separately: who they are, what they are for, which region they operate in and what the retention is. The accept button unlocks only after you scroll to the end — until then it reads "Please scroll to read the full disclosure."
Once saved, the date stays on the page: Data Processing Agreement accepted on.
Record the patient's consent to being recorded
The AI Scribe panel in the active session shows Audio-recording consent required until the patient has given it. Click Record patient's consent.
The dialog states plainly what you are confirming: "By recording this consent you confirm the patient has verbally agreed to audio recording of their visits. It is stored durably and can be revoked at any time." Once saved, the panel shows Audio-recording consent on file.
Confirm consent before every recording
Consent on the patient card is not enough on its own. Before each recording you also tick The patient has verbally agreed to this recording. — only then does Start recording become active. Two layers instead of one: consent given once does not turn into silent permission for everything that comes later.
Show the patient what is on record
In the patient portal, on the privacy tab, the My Consents section lists every consent with a status of Active or Revoked and a date. The recording consent appears there as Visit audio recording (AI transcription). The patient can withdraw it themselves with Revoke.
What happens after consent is withdrawn
Consent can be withdrawn by the patient in the portal or by you in the panel — with Revoke consent. The dialog warns that "Revoking removes this patient's audio-recording consent and immediately deletes any un-applied recordings, transcripts and drafts for them. This cannot be undone."
What has already entered the record does not disappear: the content of a note you accepted stays — it is part of the medical record and follows the ordinary retention rules.
Recordings are also deleted without any withdrawal:
- after a draft is applied — the audio is deleted immediately;
- unused recordings — after 30 days;
- transcripts and drafts that were never applied — after 90 days;
- an interrupted recording (closed browser tab, phone that went to sleep) — marked failed after 24 hours; the audio never left the device.
Each of these events leaves an entry in the audit log — from AI Scribe session started to AI Scribe audio deleted.
When something doesn't work
Accept the AI data-processing disclosure before using AI Scribe.
What this means: The data-processing agreement has not been accepted in the clinic yet.
Audio-recording consent is required before recording.
What this means: The patient has no recorded consent to being recorded.
Audio-recording consent was revoked for this patient.
What this means: The patient withdrew consent — themselves in the portal, or through you.
Consent was revoked; this recording was discarded.
What this means: Consent stopped applying while the recording was being processed.
Who has access
Clinic Admin PractitionerThe processing agreement is accepted by the clinic owner or an admin — other roles see "Only clinic owners and admins can manage AI settings." The patient's recording consent is recorded and withdrawn by the practitioner conducting the visit; the patient withdraws it themselves in the portal.
Related
- AI in Heltio — an overview — which features send anything outside at all.
- Patient portal — where the patient sees their consents.
- Processors and data-processing agreements — the full provider list.
Related features
AI in Heltio — an overview
AI assistants write drafts; you decide. What they can do, what they will never do, who switches them on, and where the credits come from.
Anamnesis copilot
A side panel in the active session suggests the next history-taking questions based on what is already in the note. You decide which one to ask.
Appointment summary draft
Once the clinical note is signed, AI fills in a draft summary: exercise recommendations from the clinic library, lifestyle advice, a follow-up plan and a safety checklist.
Patient portal: what the patient sees
An overview of the Patient Portal — how the patient gets access, what is in the menu, how they switch between clinics, and what they see when there is no access.
Active session — working during a visit
The screen you work on from the moment the patient walks in until they leave: the clinical note, range-of-motion measurements, the treatment plan, attachments and the summary that closes the visit.