Cognera Health™
Privacy Request • Account Deletion • Data Safety

Data Deletion Request

Use this page to request account deletion, data deletion, app store data safety support, or privacy request assistance for Cognera Health™ products, services, websites, mobile applications, APIs, integrations, and related offerings.

Please do not submit PHI, ePHI, or sensitive PII through this public website. Cognera Health prefers that users submit data deletion requests through the HealConnect™ or HealScript™ in-product data deletion workflow so requests can be routed through the appropriate secure product process.
Privacy Policy
Account Deletion

Account Deletion, Data Deletion, and In-App Requests

If a Cognera Health mobile application or service allows users to create an account, Cognera Health will provide an in-app account deletion flow or a clearly accessible account deletion request process.

Users shall initiate account deletion from within HealConnect™ or HealScript™, and Cognera Health shall maintain this public web-based deletion request page for app store, privacy, and data safety compliance.

In-app deletion path: Settings → Account → Delete Account.

For account types, customer configurations, or enterprise deployments without in-app deletion for a particular account type, customer configuration, or enterprise deployment, users may submit a deletion request through this page or contact Privacy.

What May Be Deleted

Data Covered by a Request

Deletion requests include deletion or deactivation of the user account, deletion of personal information that Cognera Health is not legally or contractually required to retain, and removal of app-accessible account data from active systems where permitted.

Important Healthcare Record Notice: Deletion of an account does not necessarily require deletion of clinical records, assessments, treatment documentation, care coordination records, security records, compliance records, audit records, or other information that must be retained under HIPAA, HITECH, state healthcare record retention laws, contractual obligations, continuity-of-care requirements, investigations, audits, or legal holds.

Account Access

Account closure, deactivation, credential removal, and removal of app-accessible profile data where permitted.

Personal Information

Deletion of personal information not required for legal, clinical, contractual, compliance, audit, continuity-of-care, or security purposes.

Request Support

Privacy request routing for mobile app, website, customer, provider, and service-related requests.

Retention Notice

Information That May Need to Be Retained

Certain records shall be retained when required or permitted for HIPAA, HITECH, healthcare record retention, state healthcare laws, legal obligations, security, fraud prevention, audits, investigations, legal holds, customer contracts, continuity-of-care requirements, regulatory inquiries, dispute resolution, tax/accounting obligations, or other preservation purposes.

  • Clinical, healthcare, PHI, ePHI, behavioral health, assessment, treatment, and care coordination records subject to healthcare retention obligations.
  • Security, audit, authentication, fraud prevention, investigation, compliance, and governance records.
  • Records preserved for legal holds, customer contracts, provider obligations, continuity-of-care, regulatory requirements, or enterprise backup schedules.
  • Backup and disaster recovery copies retained according to approved backup lifecycle schedules before secure disposal.
Verification

Identity Verification

To protect privacy, security, and regulated healthcare information, Cognera Health shall require reasonable verification of identity, authority, organizational affiliation, account ownership, legal representative status, or provider/customer relationship before processing deletion requests.

Cognera Health shall request additional information only as needed to verify the request, locate relevant records, determine whether retention obligations apply, or route the request to the appropriate healthcare provider, Covered Entity, organization, or product workflow.

Timeline

Request Processing Timeline

  • Most verified requests are reviewed within 30 days.
  • Complex requests, healthcare record reviews, enterprise customer routing, or legally sensitive requests can require additional time where permitted by law.
  • When more time is needed, Cognera Health shall provide an update where required by applicable law or contract.
  • Certain records shall be retained despite deletion requests when retention is legally, clinically, contractually, operationally, or security-related required.
Process

How Cognera Health Reviews Requests

Cognera Health reviews deletion requests based on applicable privacy laws, healthcare record requirements, customer contracts, Business Associate Agreements, product configuration, provider instructions, and security requirements.

  • Submit the request form, use the in-app deletion workflow, or email Privacy.
  • Cognera Health reviews the request and verifies identity or authority where required.
  • Eligible data is deleted, deactivated, restricted, de-identified, anonymized, or otherwise dispositioned where permitted.
  • Where data must be retained, Cognera Health preserves only what is required or permitted and applies appropriate safeguards.
  • Where Cognera Health acts as a Business Associate, requests may be routed to the applicable Covered Entity or healthcare provider.
Workflow

Privacy Rights Request Workflow

Cognera Health processes data deletion and privacy rights requests through a documented workflow designed to support privacy, security, healthcare, legal, regulatory, contractual, and audit requirements.

Workflow: Submit Request → Identity Verification → Request Review → Eligibility Determination → Deletion / Restriction / Denial → Confirmation Notice → Audit Documentation.
Legal Holds

Legal Hold and Preservation Requirements

Deletion requests may be delayed, restricted, partially fulfilled, or denied when information is subject to preservation obligations.

  • Legal Holds
  • Litigation Holds
  • Investigations
  • Regulatory Reviews
  • Law Enforcement Requests
  • Contractual Preservation Requirements
  • Audit Requirements
  • Healthcare Record Retention Requirements
  • Continuity-of-Care Requirements
Request Outcomes

Deletion Request Denial Scenarios

A deletion request may be denied, limited, delayed, or only partially fulfilled when Cognera Health is required or permitted to retain information.

  • Healthcare record retention laws apply.
  • Continuity-of-care obligations apply.
  • Legal hold requirements exist.
  • Fraud prevention requirements exist.
  • Security investigations are ongoing.
  • Regulatory reviews are in progress.
  • Contractual preservation requirements apply.