Patient Communication at the Point of Care

FAQs

General

  1. What do I do if I forget my password?
  2. I need instruction on how to use the features of the app.
    • The General Tutorial provides an overview. Each tab has its own tutorial for that function.
  3. I have the link to put the content on my web site. How is this done?
    • It is best to contact your web master and it should be easy for them to install.
  4. Can the app be integrated with my ERH and PHR?
    • We are currently working on this integration and when completed you will receive an updated app.

Desktop

  1. What operating systems are supported on the desktop version?
    • Mac - Mac Lion 10.7, Mac Mountain Lion 10.8, Maverick 10.9 and Yosemite 10.10.
    • PC – Windows 7, 8, and 10.
  2. Will the app work on a Surface tablet since it is Windows 8?
    • No. Surface will only play its own apps.

Mac

  1. I am having issues launching the app on my Mac
    • Remove the current apps on your computer (drag the icons from the applications folder to the trash and empty the trash).
    • Go to System Preferences, click on Security & Privacy.
    • Under the General tab click the lock and type your computer's password to unlock.
    • Under "Allow apps downloaded from" choose Anywhere from the options.
    • Re-download and re-install the apps.
    • Before opening the apps, go to System Preferences, click on Security & Privacy.
    • Click on the Firewall tab.
    • Click the lock to unlock and make changes.
    • Click the Firewall Options button.
    • Click the "+" symbol, find the apps, and click the Add button.
    • Select OK.
    • Open the app and try logging in.

iPad Version

  1. What operating systems are supported on the iPad version?
    • iPad using IOS 8 and above. Please note it doesn’t work on the iPhone or other tablets.
  2. How do I view the Notes feature?
    • Turn the iPad so it is horizontal, not portrait.

Questions related to downloading

  1. How long should it take to download the desktop version?
    • It can take as long as 20 minutes if you have a slow internet connection.
  2. My browser says “discard” the app when it is downloaded. What do I do?
    • Click the arrow next to discard and click keep.
  3. I am having trouble downloading the app?
    • First make sure you have permission from your IT department to download to your computer.
    • Check to make sure your firewall is not blocking the download.
    • You may need to turn off your virus scan and download the app and then turn it back on.
  4. I have it downloaded but the app won’t launch?
    • The first time the app is downloaded you must be connected to the internet to authentic as a user.
    • Re-enter your user name and password. They are case sensitive.
    • Make sure you are on a supported operating system. The app is supported on:
      • Mac - Mac Lion 10.7, Mac Mountain Lion 10.8, Maverick 10.9 and Yosemite 10.10.
      • PC – Windows 7 and 8.
      • iPad IOS 8.

Orthopaedics co-developed with the AAOS