1. Overview
Helpert Assist LLC ("Helpert Assist," "we," "us," or "our") operates Helpert Assist Notes, a clinical documentation support platform for home health and hospice clinicians and agencies. Clinicians use Helpert Assist Notesto capture visit information. Our trained charting team, sometimes called Virtual Health Assistants ("VHAs"), uses that information to enter documentation into the agency's electronic medical record ("EMR").
Helpert Assist Notesis not an EMR and is not the legal medical record. The agency's EMR remains the official record of care.
This Policy does not replace any Business Associate Agreement, service agreement, order form, or other written contract between you and Helpert Assist LLC. If a Business Associate Agreement applies and conflicts with this Policy regarding Protected Health Information ("PHI"), the Business Associate Agreement controls.
Important: Do not enter patient information into Helpert Assist Notes unless you are authorized to do so by the home health or hospice agency responsible for the patient, and the required written agreements, including a Business Associate Agreement where required by HIPAA, are in place.
2. Scope of This Policy
This Policy applies to information we collect or process through:
- Helpert Assist Notes at notes.helpertassist.com, including its installable web app;
- clinician, agency, and charting team accounts;
- photo, structured entry, and voice capture features;
- transcription, AI drafting, charting, and quality review workflows;
- onboarding, support, billing, and other communications with us.
This Policy does not apply to agency EMRs, third-party websites, or services we do not control. Helpert Assist LLC's scheduling product has its own privacy policy.
3. Information We Collect
3.1 Account, clinician, and agency information
- name, email address, phone number, role, discipline, and login information;
- professional role or license type, such as RN, LVN, PT, OT, or administrator;
- agency name, contact details, authorized users, and documentation preferences;
- clinician note-style preferences and account settings; and
- support requests and other communications you send us.
3.2 Visit documentation and PHI
When you use Helpert Assist Notes to document a patient visit, we process information that is usually PHI under HIPAA:
| Category | Examples | Purpose |
|---|---|---|
| Patient and visit details | patient name or identifier, visit date, visit type, agency, assigned clinician | organizing and routing visit documentation |
| Structured visit entries | vital signs, assessment selections, interventions, teaching, and other entries made by the clinician | preparing complete documentation for the agency EMR |
| Voice recordings and transcripts | audio the clinician records, machine transcripts, and cleaned-up narrative drafts | turning spoken visit summaries into written narrative |
| Clinical photos | wound photos, medication label photos, and vital sign sheet photos | documenting wounds, reading medication labels, and capturing vital signs |
| Source documents for quality review | plan of care, start-of-care, or prior visit documents uploaded by our charting team | checking a note for consistency and completeness before it is entered into the EMR |
| Workflow records | note status, assignments, quality review flags, and edit history | coordinating work, quality control, and billing |
Clinicians should capture only the information reasonably necessary to document the visit.
3.3 Payment and billing information
We collect billing contact details, invoice history, and payment records. Card or bank details are handled by third-party payment processors. We do not intentionally store full card numbers on our application servers.
3.4 Automatically collected information
- IP address, browser type, device type, and operating system;
- log-in events, timestamps, pages and features used, and session activity;
- authentication tokens, cookies, and similar technologies needed to operate the platform; and
- security logs, audit logs, error reports, and performance data.
4. AI Processing
Helpert Assist Notes uses artificial intelligence services to help process visit documentation, including:
- transcribing voice recordings into text;
- organizing transcripts into draft narrative;
- reading text from medication label and vital sign photos;
- providing assistive observations on wound photos when a clinician requests it; and
- flagging possible gaps or inconsistencies in a note for human review.
AI drafts. People decide. AI output is a draft or suggestion only. It does not diagnose, make clinical decisions, or finalize documentation. A clinician or trained charting team member reviews AI output before it is used, and the clinician remains responsible for the accuracy of their documentation.
AI service providers that process PHI on our behalf do so under Business Associate Agreements and only to provide services to us. We do not use PHI to train AI models.
5. How We Use Information
- Documentation services: to capture, transcribe, draft, review, and chart visit documentation into the agency's EMR.
- Quality review: to check notes for completeness and consistency before charting.
- Account administration: to create accounts, authenticate users, manage roles and permissions, and provide support.
- Billing: to track completed notes, prepare invoices, and process payments.
- Security and compliance: to monitor access, prevent misuse, investigate incidents, maintain audit logs, and meet legal and contractual obligations.
- Service improvement: to fix errors and improve reliability using aggregate or de-identified usage data where possible.
No sale of personal information. We do not sell personal information. We do not use PHI for advertising, marketing, or cross-context behavioral advertising.
7. Charting Team and International Access
Some of our charting team works outside the United States, including in the Philippines. These team members access PHI to transcribe, review, and enter documentation into agency EMRs.
When PHI is accessed from outside the United States, we:
- limit access to team members assigned to the work;
- require written confidentiality and security obligations;
- use role-based access controls and audit logging; and
- use administrative, technical, and organizational safeguards designed to protect PHI.
Agencies should confirm that their own policies and agreements permit this access before using Helpert Assist Notes. International access is limited to what the applicable Business Associate Agreement, client instructions, and law allow.
8. HIPAA and Protected Health Information
When Helpert Assist LLC creates, receives, maintains, or transmits PHI on behalf of a HIPAA covered entity or business associate, we act as a business associate or subcontractor, as applicable.
BAA required before PHI. We require a written Business Associate Agreement or other appropriate written agreement before PHI is shared with us for services covered by HIPAA.
For PHI, we are designed to follow these principles:
- Minimum necessary: we use only the PHI reasonably needed to provide documentation services.
- Permitted use only: we use PHI only to provide contracted services, as permitted by the applicable agreement, or as required by law.
- Restricted access: PHI access is limited to authorized personnel and service providers with a need to know.
- Safeguards: we use administrative, technical, and physical safeguards designed to protect PHI.
- Incident reporting: if we discover a breach of unsecured PHI, we will notify the applicable client as required by the applicable Business Associate Agreement and law.
Patients who want to exercise HIPAA rights, such as access to records or an accounting of disclosures, should contact their home health or hospice agency directly. We will support the agency as required by law and contract.
9. Retention and Deletion
Because Helpert Assist Notes is not the legal medical record, we keep visit documentation only for a limited time.
| Information | Retention |
|---|---|
| Voice recordings, transcripts, clinical photos, structured entries, and notes | Deleted three (3) months after creation |
| Source documents uploaded for quality review | Discarded after the review is complete and not stored |
| Account and business records | Kept while the account is active and afterward as needed for support, tax, audit, and legal purposes |
| Audit and security logs | Kept as needed for security, investigation, and compliance |
| Billing records | Kept as required for tax and accounting purposes |
We may keep information longer when required by law, a legal hold, a court order, or a written agreement. Agencies and clinicians are responsible for keeping the official record in the agency's EMR.
10. Security
We use safeguards designed to protect information from unauthorized access, use, disclosure, alteration, and destruction, including:
- role-based access controls and least-privilege permissions;
- row-level database access rules that separate data by organization and role;
- authentication controls and session management;
- encryption in transit and at rest where supported by our systems and vendors;
- audit logs and access monitoring;
- workforce confidentiality obligations and privacy training;
- vendor review and Business Associate Agreements; and
- incident response procedures.
No system can be guaranteed to be completely secure. If you believe information connected to Helpert Assist Notes has been accessed or disclosed improperly, contact us immediately at privacy@helpertassist.com.
11. Your Privacy Rights
11.1 Account holders
Depending on applicable law, you may have the right to request access to, correction of, deletion of, or a copy of personal information we maintain about you. To make a request, contact privacy@helpertassist.com. We may need to verify your identity and authority before completing a request.
11.2 California residents
Where the California Consumer Privacy Act, as amended, applies to us, California residents may have rights to know, access, correct, and delete personal information, to limit certain uses of sensitive personal information, and to be free from discrimination for exercising these rights. Medical information governed by HIPAA or California medical privacy law may be handled under those laws instead.
We do not sell or share personal information for cross-context behavioral advertising. To submit a request, email privacy@helpertassist.comwith the subject line "California Privacy Request."
11.3 Patients
If your information was documented through Helpert Assist Notes by your home health or hospice provider, please contact that agency to exercise your rights. We will support the agency as required by the applicable Business Associate Agreement and law.
13. Children's Privacy
Helpert Assist Notes accounts are for healthcare professionals, agency staff, and authorized business users only. We do not knowingly allow children to create accounts or collect personal information directly from children. Patient information, including information about minor patients, is handled only as PHI on behalf of the responsible agency.
14. Changes to This Policy
We may update this Privacy Policy from time to time. If we make material changes, we will update the effective date and provide additional notice when required by law or contract. Continued use of Helpert Assist Notes after an update becomes effective means you acknowledge the updated Policy.
15. Contact Us
For privacy questions, BAA requests, data requests, or security concerns, contact:
Helpert Assist LLC
California, United States
Email: privacy@helpertassist.com