Overview
iconpractice uses third-party AI services to power the transcription and letter generation features. This article explains how patient and clinical data is handled when these features are used, and what protections are in place.
What Data Is Sent to the AI
When you use AI Scribe, the audio from your recording is streamed in real time to a transcription service that converts speech to text. The resulting transcript is then sent to a language model that formats it into structured clinical notes. No other patient data from the record is included in this process unless you are generating a letter that draws on the patient's clinical history, in which case a structured summary of the relevant notes is included in the request.
When you generate a letter using an AI template, the data sent to the AI depends on which options are configured for that template. This may include the patient's name and date of birth, address, GP or referrer contact details, third-party payer information, and a summary of clinical notes. Only data that the template is configured to use is included.
No audio recordings are stored by iconpractice after a session ends. The transcript is held temporarily in your browser's local storage in an encrypted format to allow recovery if the page is closed unexpectedly, and is cleared as soon as you accept or discard the result. The transcript itself is stored with the clinical records.
Data Retention and Training
Data sent to the AI services is not retained by those providers and is not used to train AI models. This applies to both the transcription audio and the text content sent for formatting and letter generation. The AI processes each request and discards the content once the response is returned.
iconpractice logs metadata about AI usage — the number of tokens used, audio duration, and which feature was invoked — but does not log or store the content of transcripts, clinical notes summaries, or generated letters beyond the standard storage of letters or clinical records created within the system. This metadata is used solely for billing and usage reporting and is accessible to your practice's Super Admin on the AI Usage page.
Data Residency
AI transcription is processed in region-specific infrastructure. Customers in Australia and the Pacific region have audio processed in Australian data centres. Customers in the European Union have audio processed within the EU. Customers in the United States have audio processed in US data centres. This means audio data does not leave your region during the transcription step.
Language model requests for formatting and letter generation are routed through infrastructure operated by the AI provider. If your practice has specific data residency requirements beyond the transcription step, please contact iconpractice support to discuss your options.
Encryption and Transmission Security
All data transmitted between iconpractice and the AI services is encrypted in transit using TLS. This is the same encryption standard used for secure web browsing. The connection between your browser and iconpractice is also encrypted using TLS. No data is transmitted over unencrypted connections at any point in the process.
Access to AI features within iconpractice is controlled by user-level permissions. Only staff members with AI access enabled on their account can use the transcription widget.
Common Questions
Does the AI provider have access to patient records?
Only the specific data included in a given request is sent. The AI provider does not have persistent access to your patient database. Each request is a discrete, isolated transaction.
Can I turn off AI transcription features for my practice?
Yes. AI transcription access is controlled per user. A Super Admin can disable AI access for any individual user account at any time from the Users settings page. If you want to disable AI transcription features for the entire practice, disable AI access on all user accounts. AI letter generation cannot be disabled completely, but if you do not use the service, no data will be passed to the AI models.
Is consent required to use AI transcription during a consultation?
Requirements for patient consent to the use of AI tools during clinical consultations vary by jurisdiction, professional body, and individual practice context. iconpractice does not manage consent on your behalf. You should review your obligations under applicable privacy legislation and any guidance from your professional association before using AI transcription in consultations.