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Common Questions and Answers

Account

You can only downgrade your account if your number of clients fits within the range of the tier you are attempting to move to.

Subscriptions are on a monthly basis.

Sorry, no there is no student discount available.

Due to security reasons we cannot rest passwords over the phone. You can submit a password reset request on your account from the iPad or desktop which will emails the address associated with your account. If that has changed, please contact us and we’ll need to verify business ownership with documentation.

HIPAA requires that you maintain records for all your clients, including inactive clients.  Since infrastructure is required to support maintaining this data, inactive clients currently do count towards your limit.

If you prefer, you can print out the records of inactive client, archive their records manually, and then delete their entry in your AcuCharting account.  Make sure the paper records are stored according to HIPAA requirements.

When you have reached your maximum number of clients for your particular tier, a pop-up will appear on your tablet or desktop when you attempt to add additional clients.  Then you need to visit “my account” and increase your subscription tier.

Subscriptions are by credit card only. Your credit card information is stored with the payment gateway and AcuCharting never has access to your actual credit card number or information.

You can cancel your account at anytime by sending a message to us using the contact form.  We will process your cancellation for the next billing cycle.  Please note that all client records will be destroyed. Ensure you have generated PDF versions of your notes for archival purposes,in accordance with HIPAA compliance.

Staff users are additional users under your account who have access to your client records.  These staff users can be partners, office managers, or fill-in practitioners.  Depending on your tier, you have the ability to create additional staff users.

Yes, all subscriptions auto-renew on a monthly basis.

Yes, subscriptions are by credit card only. Your credit card information is stored with the payment gateway and AcuCharting never has access to your actual credit card number or information.

Yes, ownership of your account can be transferred if you are transferring legal ownership of your practice to another individual. Please refer to your state laws for specific restrictions.

Nope! There are no additional hidden fees or surcharges in your monthly subscription tier.

General

Everything is available at the support portal. You’ll find discussions, how to guides, and the ability to contact support.

AcuCharting is a HIPAA compliant app to allow you, the practitioner, to synchronize all client-identifiable information in a secure platform, to record SOAP notes, track client appointments and efficiently manage your practice via iPad or desktop.

A consistent internet connection is the most important requirement.  Because the data size is small and synchronizes in the background, AcuCharting will continue to work seamlessly even on low-bandwidth.

AcuCharting allows you to record client data utilizing a 3D model. Data is synchronized, secure, and HIPAA compliant.

No, the number of appointments per client is unlimited.

Yes! AcuCharting is free up to 10 clients.

Currently, the app is only available in English. Stay tuned for future enhancements!

First, please check your Spam Filter. Also, make sure you whitelist our domain in your email provider.  If you still need assistance, please contact us and we’ll be happy to help.

The magic happens behind the scenes…we will be sure to have your iPad updated to your desktop and vice versa!

We’re always happy to hear new ideas! In fact, your opinion will help us plan the next features you see in AcuCharting. Registered users can suggest features through the “Feature Request” discussion topic in the Support Center.

Currently this app is only available in the US. Stay tuned for future enhancements!

Yes. In order to take advantage of the synchronization features of AcuCharting, you will need to connect in order to synchronize your data. However, depending on how much data is cached, you may be able to view your list of clients and the most recent appointments without being connected. In the future, we plan on offering more control over caching settings.

Nope! Since AcuCharting is web based, there’s no need to worry about installing updates. New features will magically be available as we release them.

Yes! There is no maximum limit on concurrent users.

Unfortunately no.  AcuCharting was fundamentally designed to be a cloud-connected service.  We believe this is the best solution to provide data security, reliability, and usability.

Yes!  Can can export your text notes, photos, and handwritten notes as a PDF within each client profile.

Yes, tutorials are available under Support.

iPad App

The app can be downloaded from the Apple App Store. Yes, the app download is free.

The functionality is similar between the iPad and web apps. It is really about your preference for how you like to record notes. The iPad app is designed for quick, intuitive note taking on-the-go. The web app is best suited for reviewing notes with the mouse and keyboard approach.  We’ve built a system that offers the best experience possible for various parts of your day.

While AcuCharting may work on older models, we recommend and iPad 2 or newer for best performance.  We support iOS7 and above.

Yes, there is a timeout for security reasons. You can adjust the length of your timeout in the Settings.

We apologize but unfortunately AcuCharting is currently only available for the iPad.  We want the best possible experience for a typical practitioner in their daily workflows.  In our research, the iPhone format did not offer a compelling experience. However, we plan on readdressing an iPhone app in the future.

Due to performance issues concerning the 3D model and maintaining HIPAA compliance, Android development entails additional resources that are not currently planned. However, please add your vote as a feature request in the Support Center and with enough votes, we’ll certainly consider the Android platform.

No, there is an internal back-up that is HIPAA compliant.

Note Taking

For any given section of note,  you can record one or more of the following note types:

  • audio (via the built-in microphone or supported headset)
  • photo
  • handwritten (free-form with finger or supported stylus)
  • typed (supports iOS external keyboards)

You can upload images as JPEG or PNG files.

There is not a maximum limit on photos or audio clips. So, record and upload as much as needed!

Yup!  See “I’m a chiropractor” for more details.

You betcha! (Are you seeing the trend here?)

Absolutely! The process of taking session notes is similar to how chiropractors, physical therapists, massage therapists, and others take notes and track their clients’ progress. AcuCharting easily fits chiropractic and other modalities.

We’ll be adapting 3D model features that will make it easier for different modalities to use AcuCharting.  Stay tuned!

No. While we create SOAP categories by default, you can change these labels for note sections under your Settings.

Yes! You can create a PDF from the client page to print the appointment list.

Security

HIPAA is an acronym for the Health Insurance Portability and Accountability Act of 1996. This legislation safeguards confidential medical and health information.

Client-identifiable data is captured when using AcuCharting. All data is stored encrypted at all times using Amazon’s HIPAA compliant Amazon Web Services. We capture non-client data, related to service usage for internal purposes.  No client or customer data is shared to third parties or sold.

Yes! All client-identifiable data is stored encrypted at all times. By solely leveraging iPads as the mobile extension of AcuCharting, we utilize built-in security features of iOS to ensure a high level of security.

Yes! Data is back-up on Amazon’s HIPAA compliant Amazon Web Services.

Yes! All client-identifiable information is stored encrypted using Amazon’s HIPAA compliant Amazon Web Services. By solely leveraging iPads as the mobile extension of AcuCharting, we utilize built-in security features of iOS to ensure a high level of security.  The entire lifecycle of your data is secured from end to end.

Due to security reasons we cannot rest passwords over the phone. You can submit a password reset request on your account from the iPad or desktop which will emails the address associated with your account. If that has changed, please contact us and we’ll need to verify business ownership with documentation.

Data cannot be backed up on your personal hard drive. Data is stored on Amazon’s HIPAA compliant Amazon Web Services. All client-identifiable data is stored encrypted at all times. By solely leveraging iPads as the mobile extension of AcuCharting, we utilize built-in security features of iOS to ensure a high level of security.

Web App

The functionality is similar between the iPad and web apps. It is really about your preference for how you like to record notes. The iPad app is designed for quick, intuitive note taking on-the-go. The web app is best suited for reviewing notes with the mouse and keyboard approach.  We’ve built a system that offers the best experience possible for various parts of your day.

For iPad users, have the latest iOS. For Web users, be sure to have the latest versions of IE, Chrome, Firefox or or Safari for security purposes.

Yes, there is a timeout for security reasons. You can adjust the length of your timeout in the Settings.

Yes! All you need is your log-in credentials and a secure internet connection.

Currently the app does not allow you to send/receive emails. Stay tuned for future enhancements!

Currently you cannot customize the layout.  The layout is standard; however, you can personalize with your clinic’s logo!