Legal
Service Description
What Ennora provides to a care home or senior living community: what the service does, where it is used, what it does not do, how a home’s data is held, and how support works. Everything the service drafts is a draft until a person at the home accepts it.
Last updated 2 November 2026
1What this page is
This page describes the service Ennora provides to care homes and senior living communities. It is the description that a home’s agreement with us refers to.
Ennora is provided by Ennora Ltd, registered in England and Wales (company number 17472698), to care homes in the United Kingdom, and by Ethero, Inc., a Delaware corporation, to senior living communities in the United States. “Home” on this page means either, and “we” means whichever company provides the service to that home.
Not every home uses every part of the service. Which parts a home has, and for which forms, is agreed with that home. Where a home’s agreement and this page differ, the agreement governs.
2What the service does
Ennora turns what a member of staff says into a draft record, and a person at the home checks it and signs it. The service is made up of the parts below.
2.1Recording and dictation
A member of staff records a visit as it happens, or dictates afterwards. The speech becomes text, and the service fills in the fields on the home’s forms, either sentence by sentence as the person speaks or once the recording ends. Every value it fills in points to the words it came from.
Dictation is offered in English, Spanish and Filipino (Tagalog). The record is written in English, with the spoken words kept beside it. A home can teach the service its own terms.
From the same recording, the service may suggest tags, a summary, observations against the resident’s care plan, and things the home has learned about the resident as a person. Each suggestion shows where it came from, and staff can remove it.
2.2The home's forms
The service fills the home’s own forms, set up for the home from the forms it already uses. A member of staff can also photograph a paper form, or choose a photo of one, and the service turns it into a form the home can fill in.
2.3Conversations between staff
A home can record a conversation between members of its staff, such as a meeting, a supervision or a handover, once everyone being recorded has agreed. The service turns it into text, writes a summary and fills the forms chosen for it. The recording is private to the person who made it and to the home’s administrators until that person shares it with named colleagues.
2.4Handover, reports and the assistant
The service gathers what happened on a shift for the staff coming on, and drafts longer reports about a resident for a person to sign. An assistant answers staff questions about a resident from that resident’s own records, and cites the records it used. It may suggest a change to a form, which happens only when a person applies it.
2.5Updates to families
The service drafts updates to a resident’s family from what the home has recorded, and a member of staff finishes and sends them. Family members the home invites read those updates, and reply to them, in the family portal.
2.6Care levels and charges
The service points out when what has been recorded about a resident differs from their care plan or care level, with the records behind it, so that staff can decide whether to reassess. A signal can point towards more care or less. It works out a resident’s charges from the home’s own rate card and assessment rules, and suggests one-off charges from what was recorded, which a person accepts or rejects. It does not take payments.
2.7Medical codes
The service suggests medical codes from the code list the home uses. A reviewer accepts or rejects each one. Codes are never applied in bulk and never applied automatically.
2.8Connections to the home's other systems
Where a home connects Ennora to a system it already runs, the service matches each record to the right resident and delivers signed records into that system. What is connected, and what flows between the two, is set by the home.
2.9The audit record
The service records who wrote each record, who signed it and when, in an audit record that cannot be edited. Administrative and clinical actions are written to it, and reads of records are logged separately.
3Where it is used
- The care portal, in a web browser, for every part of the service and for the home’s administrators.
- The Ennora app, on an iPhone, iPad or Android device, for recording visits and conversations, photographing paper forms, and asking the assistant a question.
- The family portal, for the family members a home invites.
The app keeps a copy of a recording on the device until it has been stored, so that a lost signal loses nothing.
4Nothing takes effect until a person accepts it
Everything the service drafts is a draft until a person at the home accepts it. A form becomes a record only when a person signs it. A family update is sent only when a person sends it. A suggested charge, code or change to a form takes effect only when a person accepts it. The service does not write to a home’s records unattended, and we do not offer a setting that lets it.
A reviewer can open any value and see the sentence behind it. A citation shows where a value came from, not that it is correct, so responsibility for the content of a record stays with the home and with the person who signs it.
5What the service does not do
- It is not a medical device and gives no clinical advice. It does not diagnose, name a condition a resident may have, predict a resident’s health, or recommend a treatment, a medication or a change to a care plan.
- It does not decide anything. It drafts, and a person decides.
- It creates no voiceprints and never identifies anyone from their voice. It can tell one voice from another within a recording, and a person says who was speaking.
- It does not compare one resident with another, and it does not analyse how staff speak.
- A feature called Voice Signals, which measures how a resident’s speech changes over time, is switched off for every home and is not part of the service.
- Its transcription is not perfect. Noise, overlapping speech, unfamiliar names, accents and languages other than English all reduce accuracy, which is why every draft is reviewed.
6Setting up a home, and who can use it
We set up each home. The home’s administrators then invite their staff by email; nobody can sign themselves up. Staff sign in with a password they choose, or with Google.
Roles and locations decide what each person can see and do, and every request is limited to the person’s own home. A recording, its transcript and its audio are open only to the person who made it and to the home’s managers and administrators. Only the person who recorded a record may change it or sign it.
7The home's data
The home owns its records. For everything about its residents, the home decides and we act on its instructions: in the United Kingdom as its processor, and in the United States as its service provider, and as its business associate where HIPAA applies.
The United Kingdom and United States services run separately, each with its own database. A UK home’s data is held in London, and a US community’s in Virginia. The companies that process data for us, and where each does, are listed in the Privacy Policy. We tell each home at least 30 days before a new one handles its data.
A home’s information is kept for as long as the home uses Ennora, unless the home deletes it sooner. When a visit is stored, its audio is kept for 30 days so that we can investigate a fault in its transcript or forms, and then deleted, unless the home’s agreement says otherwise. When a home stops using Ennora, we return or delete its information as its agreement sets out.
We use a home’s information only to provide the service to that home. We use it to train AI models only if the home has agreed in writing, and then only text that has first been anonymised, never recordings or photographs.
8Security and backups
Data is encrypted in transit and at rest. Production runs in its own AWS account, in private networks. Our own staff reach it only through named single sign-on accounts, and they have no routine access to a home’s records. There are daily backups, with recovery to any moment in the last 7 days.
If a breach affects a home’s information, we tell the home without undue delay, and within 24 hours of becoming aware of it.
The Privacy Policy sets out what is in place, and our Trust Center shows the controls we monitor and the documents a home can request. We hold no security certifications.
9Support
A home’s administrators manage accounts, roles, residents and which forms are switched on, in the care portal. For anything else, the home writes to us at contact@ennora.ai.
- When nobody at a home can record or read anything, we answer within 24 hours, any day of the week.
- For anything else, including a record that is wrong, we answer within three working days.
The Support page says what to include in a message, and what never to put in an email.
10Availability
The service depends on the providers listed in the Privacy Policy. If one of them has an outage, the part of the service that depends on it does not work until it is restored. No availability commitment applies unless a home’s agreement sets one.
11Changes to the service and to this page
When we add or change a part of the service, we update this page and list the change in the changelog below, with its date. When a change would materially reduce what a home has been using, we tell the home before it takes effect.
Changelog
Material changes to this page, most recent first.
- 2 November 2026First published.