Common Account Deletion Request Scenarios
Account deletion requests may occur in the following situations:
A discharged client requests account deletion
An inactive client requests account deletion
A client has privacy concerns
A client has passed away and a family member requests deletion
Discharging the Client Account
Before deactivating an account, the client must first be properly discharged on the Ruh Platform.
For Clients Who Have Concluded Therapy
If the client has completed their course of therapy:
Go to the client’s account on the Ruh Platform.
Navigate to:
Actions → Personal Information → Edit
Scroll to Health Information.
Under Group, select:
Discharged Clients Concluded Group for permanently discharged clients
Discharged Clients Group for temporarily discharged or inactive clients
For more information, refer to the Help Center article: Discharging Clients - Concluded
Identifying Inactive Clients
A client may be considered inactive if either of the following occurs:
Disengaged From Communication
3 outreach messages have been sent
Messages were spaced approximately 2 weeks apart
The client has not responded for 8+ weeks
Disengaged From Attendance
3 consecutive cancellations or no-shows
For more information, refer to the Help Center article: Discharging Clients - Inactivity and Other Reasons
Deactivating the Account
After the discharge process is completed:
Remove any SP and DB tags if applicable.
Save the updated profile.
Return to the client profile.
Scroll to Archive Client.
Deactivate the account.
Reviewing Billing and Financial Assistance
Before finalizing the account deactivation:
Check for Pending Invoices or Superbills
Review whether there are outstanding invoices or superbills.
Charge the client or zero out balances as appropriate.
For Financial Assistance (FA) Clients
Zero out any remaining FA sessions on the Programs Sheet.
Mark the client’s row as Inactive.
Communicating With the Client
Once the account has been deactivated:
Reach out to the client through Intercom.
Send the macro:
❌ Delete Account - For Clients With A Ruh Care Account
Close any open Intercom threads related to the request.
Important Reminder About Data Retention
Ruh Care is unable to permanently delete client accounts or clinical records.
Client information must be securely retained for at least 10 years in accordance with legal, ethical, and operational requirements.
Conclusion
Following the correct discharge and deactivation process helps ensure client records are managed securely and consistently while maintaining compliance with Ruh Care’s record retention requirements.
Please ensure all client status updates, billing actions, and communications are documented accurately and kept up to date.