This page explains how long data is kept, how to get it out of Arbol and what happens when you delete something in the applications. The governing rules are in the Privacy Policy and your organization’s contract.
How long it’s kept
The privacy policy for Colombia (in Spanish) says:
We keep the data while the contractual relationship lasts and for the periods that health and commercial regulations require of your institution. You can export your data whenever you want and, when the contract ends, ask for it to be deleted — we confirm in writing when it’s done.
The periods that apply to your institution, for example for medical records, are set by your institution with its legal team. Read the privacy policy.
Download from the applications
| Application | What you can download | Has patient data |
|---|---|---|
| Raíz | A conversation’s report as a PDF, with Download PDF: summary, outcome, captured data, evaluations and transcript. See Follow conversations. | Yes. It’s marked Confidential document. |
| Raíz | A report’s figures, with Export CSV. See Check the reports. | No: it has figures, such as conversations per day. |
| Agenda | The PDF agenda and the appointment slip. See Print the appointment slip and the agenda. | Yes: it can include each patient’s ID document, phone and remarks. |
| Agenda | A report’s figures, with Exportar resumen (export summary), and the list of appointments, with Exportar citas (export appointments). See View reports. | The list of appointments, yes. |
| Ámbar | Some lists, such as a contract’s population for the month, with Descargar la población del mes (CSV) (download the month’s population). | Yes. |
To export all of your organization’s data, not just one list, whoever administers Arbol at your organization asks Arbol’s team.
Delete or archive in the applications
In the applications, deleting or archiving something removes it from your team’s view, but doesn’t always erase all of its data:
| What | How | What happens |
|---|---|---|
| A person in Raíz | On their record, Actions › Delete person. You need a role that can Edit contacts. | They no longer appear in People. Their conversations and captured data are kept, and who deleted them is recorded. |
| Two records of the same person in Raíz | Actions › Merge with another person. | They become one person. It can’t be undone. See Manage people and the block list. |
| A wrong piece of captured data in Raíz | In the conversation or on the record, click the data and correct it. | The correction is saved with your name and the date; it doesn’t erase what was there before. |
| A patient in Agenda | On their record, ⋯ › Archivar paciente (archive patient). | They no longer appear in the list or in search. Nothing is lost: their appointments, notes and files are kept, and they can be restored. See Update a patient’s record. |
| A note or a file in Agenda | Only whoever wrote or uploaded it can delete it. | It’s no longer shown on the record. |
To erase a patient’s data for good, for example because they asked for it to be deleted, your institution asks Arbol’s team. See When a patient asks about their data.
When the contract ends
According to the Terms of Service for Colombia (in Spanish), when the service ends Arbol gives your institution the full export of its data and then deletes it in line with the privacy policy and the legal retention periods that apply to your institution. The privacy policy adds that Arbol confirms the deletion in writing.