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Frequently Asked Questions

Find answers to the most common questions about the Healthcare Patient Management Platform.

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Getting Started

Minimum Requirements:
  • Modern web browser (Chrome, Firefox, Safari, Edge)
Supported Browsers:
  • Chrome 90+
  • Firefox 88+
  • Safari 14+
  • Edge 90+
For mobile access, iOS 14+ and Android 10+ are supported.
Access is provided by your healthcare organization’s administrator. You’ll need:
  1. Account Creation: Your admin creates your user account
  2. Role Assignment: You’re assigned appropriate permissions (Provider, Nurse, Admin, etc.)
  3. Organization Assignment: You’re linked to your healthcare facility
  4. Login Credentials: You’ll receive login instructions via email
Contact your IT department or system administrator for access requests.
Yes! The platform is fully responsive and works on:
  • Tablets: Full functionality on iPad and Android tablets
  • Smartphones: Optimized mobile interface for essential features
  • Progressive Web App: Install on mobile home screen for app-like experience
Some advanced features like detailed analytics work best on desktop/tablet screens.
  1. Click “Forgot Password” on the login page
  2. Enter your email address
  3. Check your email for reset instructions
  4. Follow the link to create a new password
  5. Use your new password to log in
If you don’t receive the email, check your spam folder or contact your administrator.

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Patient Management

For Providers/Admins:
  1. Navigate to the Patients page
  2. Click the “Add Patient” button
  3. Fill in required information:
    • Personal details (name, DOB, contact)
    • Insurance information
    • Emergency contacts
    • Initial care pathway assignment
  4. Save the patient record
Note: Patient creation permissions vary by role. Contact your administrator if you can’t add patients.
Risk Scoring uses AI-powered analytics to predict patient health risks:How it works:
  • Analyzes patient data (vitals, medications, history)
  • Calculates risk scores from 0-100
  • Updates automatically as new data arrives
  • Triggers alerts when thresholds are exceeded
Risk Levels:
  • Low (0-30): Green - Routine monitoring
  • Medium (31-70): Yellow - Increased attention
  • High (71-100): Red - Immediate intervention needed
Risk factors include age, chronic conditions, medication adherence, and recent health events.
  1. Open the patient’s detail page
  2. Go to the “Care Pathways” tab
  3. Click “Assign Pathway”
  4. Select from available pathway templates
  5. Customize steps if needed
  6. Set start date and assign team members
  7. Save the pathway assignment
Patients can have multiple active pathways for different conditions.
Yes, through the Patient Portal patients can view:
  • Their care pathway progress
  • Upcoming appointments
  • Medication schedules
  • Completed questionnaires
  • Messages from their care team
  • Educational resources
Patients cannot see:
  • Provider notes marked as private
  • Risk scores and clinical assessments
  • Internal team communications
  • Administrative data

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Communication & Messaging

Secure Messaging Features:
  • Topic-based conversations: Organize messages by subject
  • HIPAA compliance: All messages are encrypted
  • File attachments: Share documents, images, lab results
  • Read receipts: See when messages are read
  • Team messaging: Include multiple providers in conversations
Message Types:
  • Patient-Provider direct messages
  • Care team internal discussions
  • Appointment reminders and updates
  • Alert notifications
Yes, but with important guidelines:Allowed:
  • Appointment scheduling and reminders
  • Care pathway updates
  • Educational information
  • Non-urgent clinical questions
Not Allowed:
  • Emergency communications (use phone/911)
  • Prescription requests (use proper channels)
  • Sensitive personal information
  • Messages outside your care relationship
All messages are logged and monitored for compliance.
Creating Notes:
  1. Open patient detail page
  2. Go to “Notes” tab
  3. Click “Add Note”
  4. Select category (Clinical, Administrative, etc.)
  5. Set priority level
  6. Choose privacy settings
  7. Write your note and save
Note Categories:
  • Clinical: Medical observations and assessments
  • Administrative: Scheduling, insurance, contacts
  • Care Coordination: Team communications
  • Patient Communication: Interaction summaries

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Clinical Tools

9 Question Types Available:
  1. Text Input: Short text responses
  2. Long Text: Detailed descriptions
  3. Number: Numeric values with validation
  4. Yes/No: Boolean responses
  5. Multiple Choice: Single selection from options
  6. Checkboxes: Multiple selections allowed
  7. Scale: Rating scales (1-5, 1-10, etc.)
  8. Date: Date picker inputs
  9. File Upload: Document/image attachments
Advanced Features:
  • Conditional logic (show/hide based on answers)
  • Threshold alerts for critical values
  • Recurring questionnaires (daily, weekly, monthly)
  • Multi-language support
Alert System:
  • Real-time monitoring of patient data
  • Threshold-based triggers for vital signs, lab values
  • Severity levels: Info, Warning, Critical
  • Automatic notifications to assigned providers
  • Escalation rules for unacknowledged alerts
Common Alert Types:
  • Abnormal vital signs
  • Missed medications
  • Overdue questionnaires
  • Risk score increases
  • Care pathway delays
Pending Approvals manages items requiring provider review:Common Approval Items:
  • Patient questionnaire responses
  • Care pathway modifications
  • Medication changes
  • Appointment requests
  • Document uploads
Priority Levels:
  • Urgent: Requires immediate attention
  • High: Review within 4 hours
  • Normal: Review within 24 hours
  • Low: Review within 72 hours
Items are automatically prioritized based on patient risk scores and clinical urgency.

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Technical Issues

Performance Troubleshooting:
  1. Check your internet connection
  2. Clear browser cache and cookies
  3. Close unnecessary browser tabs
  4. Restart your browser
  5. Try a different browser
System Requirements:
  • Stable internet connection (minimum 5 Mbps)
  • Modern browser with JavaScript enabled
  • Sufficient device memory (4GB+ RAM)
If issues persist, contact your IT support team.
Common Error Solutions:“Session Expired”
  • Log out and log back in
  • Clear browser cookies
“Permission Denied”
  • Contact your administrator for role permissions
  • Verify you’re in the correct organization
“Network Error”
  • Check internet connection
  • Try refreshing the page
  • Contact IT if server issues persist
“Data Not Loading”
  • Refresh the page
  • Clear browser cache
  • Try a different browser
Always note the exact error message when contacting support.
Bug Reports:
  1. Document the issue with screenshots
  2. Note what you were doing when it occurred
  3. Include browser and device information
  4. Contact your system administrator or IT support
Feature Requests:
  1. Describe the desired functionality
  2. Explain the business need
  3. Submit through your organization’s IT request process
Emergency Issues:
  • For critical system failures, contact IT immediately
  • For patient safety concerns, follow your organization’s emergency protocols

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Data & Privacy

Security Measures:
  • HIPAA Compliance: All data handling meets HIPAA requirements
  • Encryption: Data encrypted in transit and at rest
  • Access Controls: Role-based permissions
  • Audit Logs: All access and changes are logged
  • Regular Backups: Data backed up securely
User Responsibilities:
  • Use strong passwords
  • Log out when finished
  • Don’t share login credentials
  • Report security concerns immediately
Data Export Options:
  • Individual patient records: PDF reports
  • Care pathway summaries: Progress reports
  • Analytics data: CSV exports for authorized users
  • Message histories: For legal/compliance needs
Restrictions:
  • Exports are logged and audited
  • Some data requires administrator approval
  • PHI exports have additional security requirements
  • Bulk exports may be limited by role
Data Retention Policies:
  • Patient records: Per organizational policy (typically 7+ years)
  • Messages: Retained for compliance requirements
  • Audit logs: Minimum 6 years
  • System logs: 1-2 years depending on type
Data Deletion:
  • Patient data deletion requires administrator approval
  • Some data cannot be deleted due to legal requirements
  • Anonymized data may be retained for research/analytics
Contact your compliance officer for specific retention policies.

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Organization & Administration

Organization Switching:
  1. Click your profile menu (top right)
  2. Select “Switch Organization”
  3. Choose from your assigned organizations
  4. Confirm the switch
Note: You can only access organizations where you have assigned roles. Contact your administrator to request access to additional organizations.
For Care Team Leaders:
  1. Go to Settings > Team Management
  2. View current team members and roles
  3. Add new team members (if authorized)
  4. Modify team member permissions
  5. Manage shift schedules and availability
Team Roles:
  • Attending Physician: Full patient access
  • Resident: Supervised patient access
  • Nurse: Care coordination and monitoring
  • Care Coordinator: Administrative and scheduling
  • Specialist: Consultation access
Dashboard Customization:
  • Widget arrangement: Drag and drop to reorder
  • Metric selection: Choose which KPIs to display
  • Time ranges: Adjust data periods
  • Filter preferences: Save common filter settings
  • Theme settings: Light/dark mode preferences
Limitations:
  • Some widgets require specific permissions
  • Organization policies may restrict certain customizations
  • Changes are saved per user profile

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Still Need Help?

Contact Support

Reach out to your organization’s IT support team for technical assistance

Training Resources

Access training materials and video tutorials in your organization’s learning portal

User Manual

Download the complete user manual from your administrator

System Status

Check system status and maintenance schedules with your IT department
This FAQ is regularly updated. If you have questions not covered here, please contact your system administrator.