Privacy policy

What the agent collects

An agent collects only what the clinic needs in order to get back in touch and know what the enquiry is about:

• A name, as the person gives it
• A phone number, and an email address if the person offers one
• A description of the enquiry in the person’s own words
• The time of the conversation or call, and which channel it arrived through

What the agent does not collect

The agent is not built for patient record data and must not be used for it. It never asks for a personal identity number, a diagnosis, treatment history or any other health information, and it is instructed not to carry such a conversation forward without handing over to the clinic’s staff.

If a person volunteers something sensitive anyway, it lands in the free-text description sent to the clinic. That description is covered by the same retention period as everything else, and it is sent only to the clinic — nowhere else.

Purpose and legal basis

The data is processed for one purpose: to pass an enquiry from a person to the business that person contacted.

The legal basis is the client’s legitimate interest in being able to answer incoming enquiries, or steps prior to a contract where the person asks for an appointment or a quote. Scalient never processes the data for its own purposes, never sells it on, and never uses it to train models.

Retention

Data collected by an agent is kept for thirty (30) days and then deleted. Thirty days exists so the clinic can go back to an enquiry that went astray and so faults can be traced — no longer than that.

The clinic decides where the data lands at their end, for example email, SMS or their own system. What happens to it after it arrives there is governed by the clinic’s own policy, not this one.

Call recording

Calls are recorded only where the client has explicitly asked for it. When recording is on, the caller is told at the start of the call. With recording off, only the written summary of the enquiry is kept.

This website

The site sets no cookies of its own for analytics, tracking or advertising, and there are no third-party pixels on the page.

The booking calendar is provided by Cal.com and loads in an embedded frame. When that frame loads, Cal.com may set its own cookies and process what you enter when booking. That happens under Cal.com’s own controllership and their own policy.

Your rights

You have the right to know what data is processed about you, to have inaccurate data corrected, to request deletion and to object to the processing.

If your request concerns data you gave to an agent at a clinic, contact the clinic first — they are the controller. If you contact us directly we pass the request on to them and help with the technical side. You also have the right to complain to the Swedish Authority for Privacy Protection (IMY).

Sub-processors

Scalient uses sub-processors for AI processing, telephony, hosting and the delivery of enquiries. The current list, with each sub-processor’s name, role and country of processing, forms part of the data processing agreement signed before an agent goes live and is provided on request before then. It will be published here once it is settled.