Frequently Asked Questions

Topics

Data security and privacy
AI model and technology
Getting Started
Pricing

Data security and privacy
AI model and technology
Getting Started
Pricing

Data security and privacy

We bring enterprise-grade data security and privacy practices to your private practice

Is Unhush compliant with HIPAA?

Short answer: Yes.
Long answer: We engaged a third-party to audit, review and affirm that Unhush has implemented the controls needed to secure protected health information (PHI) according to the requirements of the HIPAA Security Rule, Breach Notification Rule, and the applicable parts of the Privacy Rule. A compliance attestation was completed based on the results of the third-party review. It’s only after the external audit that we launched the product.
We execute a Business Associate Agreement (BAA) with you and also sign similar BAAs with our subcontractors, including cloud and other technology providers, ensuring sufficient safeguards to your and your patients’ privacy.
Currently, there is no official organization that "certifies" that an organization is HIPAA compliant. The Office for Civil Rights (OCR) through the Department of Health and Human Services (HHS) is the federal governing body that determines HIPAA compliance. The third-party audit is the best way to ensure that all controls are in place and all guidance are followed?

What is SOC 2 Type 2? Why should I care about it?

A SOC 2 Type 2 report is a third-party audit that assesses a company's internal controls over a period of time to ensure they are safeguarding customer data.
While HIPPA compliance of a tool ensures privacy of healthcare information, it does not ensure that the tool is safe from data security breaches by malicious entities. While no tool can be 100% secure, SOC 2 Type 2 assessed services give you the assurance you are using has enough controls in place to minimize the possibility of such breaches.
The American Institute of Certified Public Accountants (AICPA) developed the SOC 2 framework, which specifies criteria for data security based on five trust service principles:
Security
Privacy
Availability
Confidentiality
Processing integrity
A SOC 2 Type 2 report is more valuable than a SOC 2 Type 1 report because it covers both the design and operating effectiveness of a company's controls over time. A SOC 2 Type 1 report only covers the design of controls at a specific point in time.
A SOC 2 Type 2 report is valid for 12 months and requires an annual full-scope examination. We engaged a third-party auditor to complete our SOC 2 Type 2 assessment in Sep 2024. The report was all clear.

Can I or my patient permanently delete our data from Unhush?

Yes. Just write to us at privacy@un-hush.com to have your/your patient’s data deleted permanently. Your data rights are described in our Privacy Policy and Terms of Service documents, if you want a detailed read.

Would you sign a Business Associate Agreement with me?

Yes. It’s part of the sign-up process. When you create an account with Unhush, we have you read through and accept three documents:
1. Privacy Policy
2. Terms of Service
3. Business Associate Agreement
In addition, we further sign BAAs with our sub-contractors, including the cloud and other tech service providers

What about consent from my patient?

For every note that Unhush generates, we explicitly ask if you have your client’s consent before it allows you to upload a recording or switch on our in-app recorder. If you deny, we do not proceed with AI notes, but we do create an empty template for that session for you to write your own manual notes. It’s only when you confirm that we allow you to upload a recording and get notes.
We suggest that you get consent from your patient to use a note-taking service for their visits so that you can completely concentrate on your conversation with them. Most patients would be open to something like that. You may get this consent from them:
verbally or in written
one-time for all their visits or before each visit
Here is a template consent form you may want to personalize for your private practice and use to obtain consent.

AI model and technology

Transparency and authenticity are two of our core values at Unhush. Ask us anything about our systems and we’ll explain the technology to you.

Is my or my patient’s data used to train the AI?

We do not pass any personally identifiable information about you or your client to our AI model. We also do not use any of your patient conversations (even anonymized ones) to train our AI. Our AI model is trained using sample notes created on mock sessions by qualified and trained therapists, ensuring high quality note-taking.

What do you do with the visit recordings once I upload/record them?

First off, we store them in an encrypted cloud bucket, following the encryption protocols accepted under HIPAA and SOC 2 framework.
Next, our tech engine creates a “de-identified” transcript of your conversation with your patient, that is, this transcript redacts all personally identifiable information (PII) about you and your clients (including names, job titles, employer names, financial information, date of birth, identification document details, etc.).
We then send this PII-redacted transcript to our AI model, which is trained on writing clinical mental healthcare consultation notes, to write these notes on your behalf.
These AI-written notes show up on your interface in about 3-5 minutes of you uploading the recording. Once you review these notes and mark ‘review completed’, we permanently delete the original recording and only save the notes for any future reference.

What do you mean by PII redaction / anonymization? How do you do it?

HIPAA has a standard guideline on the acceptable ways to de-identify healthcare data - we follow those protocols.

Once anonymized, how do you map the notes back to me and my patient?

We use a two-cloud setup - one that stores information the client and the session, the other that hosts our AI model. Our tech engine on cloud 1 randomly generates an encrypted ID for each recording you upload and sends that ID with the PII-redacted transcript to cloud 2 for AI processing. Once the AI has written the notes, it send them back to cloud 1 with the same encrypted ID and cloud 1 maps it back to the original session/client information.
Again, HIPAA has specific guidelines around how to re-identify data. We follow those protocols.

How soon after uploading the visit recordings are they deleted from your system?

As soon as you mark ‘Review completed’ for a particular visit notes, we permanently delete the original recording.

Is there a way to retrieve the deleted recordings?

No. They are permanently deleted.

For how long do you retain the notes on your system?

We do not auto-delete the generated notes. You may however delete individual notes from your self-service portal or write to us to have all your records permanently purged. Records once deleted can not be retrieved, not even by writing to us. Hence, we recommend to not rely on us on guidelines that bind EHR systems to maintain records for a certain duration of time. Either use a different EHR or educate yourself on those requirements and do not delete the created records for the required period. Transparently, our HIPAA compliance is for AI note-taking, not as an EHR system.

What if I change my mind?

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Getting Started

Refer to our User Guides on how to register and use the product. All other questions, answered below

Can I access Unhush on my phone? Desktop? Laptop? iPad?

Yes. You can access your account on Unhush from any device - desktop, laptop, tablet or mobile phone.

Do I need to download an app?

No. Just visit app.un-hush.com on your browser using any device and get started.

Does Unhush work for in-person appointments?

Yes.
Simply place your device (laptop, mobile phone, external recorder) in the middle of you and your client so that it can clearly hear both sides and click/tap on the ‘take live notes’ option on your portal to switch on our in-app recorder.

Does Unhush work for telehealth appointments?

Yes. Just follow two things:
1. Do not use bluetooth earphones, airpods or similar devices
2. Host the appointment on one device; open the Unhush app live note-taker on a second device.
Alternatively, record the visit using your telehealth platform and upload to Unhush after the visit is over
‍Note: if you open Unhush on a separate tab on the same device and use the ‘take live notes’ option, it will not work.
‍Coming soon: direct integration with Zoom so you will not have to follow the above steps and can get the notes with the press of a button from your Zoom interface.

What languages does Unhush support?

Unhush works best for visits that occur in English and Spanish. For the other languages, we do not support PII-redaction for the time being. Please use wisely. The notes will always be written in English.

Do you have a consent form template?

Yes. Please download it from the left panel on your home screen in your Unhush account. Personalize the template for your practice before using it.

Can I use Unhush for my work with children?

Unhush works best for 1-on-1 talk therapy with adults. While it will product the needed notes for children as well, it might have trouble understanding children in case they have a pronunciation / enunciation problem.

What kind of therapy modalities does Unhush support?

Unhush works best with therapy modalities that involve 1-on-1 talk therapy such as CBT, DBT, Psychodynamic therapy, internal family systems, ISTDP, EMDR, general counseling, etc. While It will work for modalities such as play therapy or or art therapy, you might need to make more revision than talk therapy. It will still reduce your workload - if not by 85%, then by 50%.
We do not support couples, family or group therapy at the moment. We also do not support Ketamine-assisted therapy and other similar modalities.

Is Unhush for me? What kind of therapists benefit most from Unhush?

The Mental Health Providers who work with their patients by ways of 1-on-1 talk therapy will benefit the most from using Unhush. This includes Clinical Psychologists, Counseling Psychologists, Psychiatrists, Mental Health Social Workers, Behaviorists, Mental Health Behavioral counselors, Mental Health Coaches, Psychologists, Community mental health workers, among others.

I have a different question. How can I reach you?

2 ways:
1. Click on ‘Get Support’ on the left panel in your home screen on your Unhush account.
2. Write to hello@un-hush.com with the Subject: I have a question

I have a feature suggestion for Unhush. How can I share it with you?

2 ways:
1. Click on ‘Get Support’ on the left panel in your home screen on your Unhush account.
2. Write to hello@un-hush.com with the Subject: I have a feature suggestion

I have a technical/billing issue. How can I reach you?

2 ways:
1. Click on ‘Get Support’ on the left panel in your home screen on your Unhush account.
2. Write to hello@un-hush.com with the Subject: I have a technical/billing issue

What if I change my mind?

Pricing

No minimum commitments. No hidden costs. Pay as you go.

Can I try out Unhush before making the purchase?

Yes, when you sign up, you will get 5 notes for free to test our product. You do not need to enter your credit card details or set up a payment method to utilize these free trial notes.
These 5 notes will expire in 30 days from the day your sign up, if left unused.

How will you charge me for the notes?

We have a simple no-minimum-commitment setup so that you only get charged for what you use. When you upgrade to our ‘pay-as-you-go’ plan, you will be redirected to Stripe to save your credit card details. Stripe will verify your credit card and save it against your account. On the last day of each month, we will charge your credit card based on:
(number of AI notes generated) * (price per note)

What’s the price per note?

Unhush offers the most superior security, privacy and quality standards in AI notes for mental healthcare. The full price to get both Provider and Patient/Client Notes is $2.99. You may be offered a special price if you are a member of one of our partner organizations, such as California Psychologists Association or Bay Area Psychologists Association. The price for your account will reflect the price you upgrade at. you can check this price by clicking on ‘Your plan’ in the left panel on your account home screen.

Are there any additional costs I should be aware of?

No. The price you see is the price you get. It’s all inclusive.

What if I do not use Unhush during a certain month? Will I still be charged?

No. If you do not generate any notes using our AI, your credit card will not be charged any amount in that month.

I have a coupon code that is expiring soon. If I upgrade my plan with that coupon, will my free trial sessions lapse?

No. Go on and apply your coupon before its validity expires. If you have free trial notes balance in your account, your billing as per the coupon will only start after the free notes get utilized or expire.