FAQ: AI Features

Privacy, Consent, & Data Usage

• Will my data ever be used to train an AI model? 
  • We never use client data to train AI models, ensuring Protected Health Information (PHI) remains secure and confidential. Please see our Responsible and Ethical AI Policy for more information.

• Who has access to my data within Ensora Health?
  • Access to your data is tightly controlled. Only a small number of authorized team members can access it through secure systems, and all access is logged. Your data is always encrypted, and it never lives on employee devices.

• How are third-party vendors managed in terms of data access and usage?
  • We only work with trusted vendors who meet our strict security and privacy standards. Every vendor is vetted through our third-party risk management program and must sign agreements (i.e. BAA) protecting your data and PHI.

• Can I export my AI-related data?
  • At this time, AI-generated data cannot be exported independent of existing documentation.

• How do I opt out of AI features?
  • Most AI features are opt-in by design, and all AI features can be disabled at any time. You can choose when and if to use them, so you're always in control.

Security & Compliance

• What security measures protect my data?
  • We follow industry best practices, including data encryption, 24/7 monitoring, and strict access controls. Ensora MBH is HITRUST certified, meaning an independent, third-party auditor has tested and validated our compliance with HIPAA Security Rule controls. Learn more about our security here: https://ensorahealth.com/security/

• Is the AI feature HIPAA-compliant?
  • Yes, our AI features are fully HIPAA-compliant, ensuring that your client’s data is protected according to the highest privacy and security standards. Please see our Responsible and Ethical AI Policy for more information.

AI Features & Customization
 

• How accurate are the AI-generated notes compared to traditional note-taking methods? 
  • Our AI-generated notes are designed to be highly accurate and capture the essential details of your sessions. While AI can save you time, you always have full control to review and edit the notes to make sure they perfectly match your style and clinical judgment.

• Can I customize or edit the AI-enhanced notes to match my own clinical style or documentation preferences?
  • Yes! After the AI-generated content is added to a field, you can easily edit it within the text editor to align with your preferred style, format, and clinical language. You always have full control to review, edit, and delete AI-generated content prior to signing the note.

• Can I customize or modify the AI model? 
  • No, the AI model itself can’t be customized. However, you can edit the AI-generated content to fit your style and preferences at any time.

• How often is the AI model updated?
  • AI models are regularly improved to stay current with the latest advancements. While we don’t have a fixed update schedule, we continuously work to enhance performance and accuracy to ensure the best experience.

• How can I provide feedback on the AI features?
  • For customers participating in an AI Preview Program, issues can be reported within the Preview Program feedback form. As we continue to develop the AI features, a formal feedback mechanism will be introduced for customers to provide feedback or report issues with the experience. As always, new ideas can be requested and voted on in our customer Idea Portal.

Technical Setup & Support

• What technical setup or equipment is required on my end to effectively use the solution? 
  • No special equipment or setup is needed to use our AI features as they are designed to complement your existing workflows.

• What happens if the AI service experiences downtime—how is my workflow impacted, and what contingency measures are in place?
  • In the event of downtime for the AI Text Enhancement service, you can still enter and review your notes. If AI Text Enhancement is temporarily unavailable, this will not impede your ability to complete your documentation. 

Ethics & Accuracy

• How do I report inaccurate or unexpected AI responses?
  • Sometimes, AI tools may generate answers that sound right but are incorrect or not based on real data. This is a known limitation of current AI systems and is something we continue to monitor and improve. For customers participating in an AI Preview Program, issues can be reported within the Preview Program feedback form. As we continue to develop the AI features, a formal feedback mechanism will be introduced for customers to provide feedback or report issues with the experience. We are committed to listening to our users and stakeholders, and we have a process in place to quickly identify and address any concerns. This helps ensure our AI tools remain reliable, safe, and continue to meet the needs of therapists and their clients. We have created an AI governance framework under our Compliance and Security Council that you can contact directly at compliance@ensorahealth.com.

• What steps have you taken to identify, reduce, or eliminate potential bias or inaccuracies in the AI summaries?
  • We use ongoing testing and review processes to identify and address potential biases or inaccuracies in our AI summaries. Plus, you always have full control to review and edit the notes before finalizing.

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AI Telehealth Notes

Privacy, Consent, & Data Usage 

• What data does Ensora Health share with its AI engine, and is it secure?
  • To generate AI‑powered notes, Ensora Health temporarily streams the session audio to a HIPAA‑ and SOC 2‑compliant AI service, which converts it to text and then automatically deletes the recording within 24 hours. All data is encrypted in transit and at rest, processed under a signed Business Associate Agreement (BAA). The service will never use your data or your clients’ data to train its AI models or for any other commercial or otherwise impermissible purpose, and you can delete transcripts at any time.

Telehealth AI Features & Recording 

• How do you handle client consent for recording sessions and using AI to generate notes?
  • When a therapist starts a recording, the Telehealth service first requests the client’s consent. If approved, the recording begins. If declined, no recording takes place and the therapist is notified. Before any recording starts, the client is asked to give their consent. The session will only be recorded if the client agrees. If they decline, the therapist is informed, and the session won’t be recorded, ensuring everyone’s comfort and privacy are respected. 
     
• Do sessions get recorded even without enabling the AI tools?
  • No. Sessions are only recorded if you’ve:
    • Subscribed to the Ensora MBH AI add-on 
    • Signed the client consent 
    • Scheduled a 1:1 client telehealth session 
    • And manually started the recording during the session 
      
      All four steps are required to activate the recording feature.  

       NOTE:  AI Summaries are not available for group telehealth sessions. 

• What happens to the session recordings?
  • The session recording is used to generate a text summary of the session and can be added to a progress note. After the session AI notes are processed, the recording is permanently deleted within 24 hours. 
     
• If the session recording becomes a transcript, what happens to the transcript?
  • The transcript is processed by AI to generate a note that is stored as part of the clients record in the system. 
     
• How does Ensora Health use session recordings when generating AI notes?
  • Ensora Health securely streams the session audio to its HIPAA- and SOC 2-compliant AI engine only for the purpose of creating your clinical notes. The recording is automatically deleted once the notes are generated. This helps ensure your data stays private and secure.
     
• Does Ensora Health keep the session recordings?
  • No, session recordings are permanently deleted after the session AI notes are processed.
     
• Does Ensora Health keep the transcripts? 
  • No, transcripts are not stored by Ensora Health.
     
• What happens if there's a technical failure during an AI-assisted session?
  • If there’s a technical issue with AI note generation, it will not interrupt or impact the session itself. When a failure occurs, a banner will appear in the progress note for that session, letting the clinician know.
     
• Have you observed any impact, positive or negative, on client comfort or openness when they know their sessions are being recorded for AI documentation?
  • Most customers remain comfortable when they're informed about how AI is used and that recordings are secure. Some even appreciate the clinician’s increased focus during sessions. That said, comfort levels can vary, which is why use of the feature is entirely up to you. You’re in control—use it only when it aligns with you and your client’s preferences.
     
• How is your service priced, and what kind of return on investment can I expect in terms of time saved or productivity improved?
  • Our pricing is designed to be transparent and aligned with the value our AI features provide. By automating note taking and reducing administrative tasks, many clinicians save significant time, allowing them to focus more on client care and their own well-being. For detailed pricing and to see how the solution can benefit your practice, please reach out to our team at salesmbh@ensorahealth.com.

     

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