CareUpdateTM Frequently Asked Questions and Helpful Hints

What is CareUpdateTM and how do I sign up?

CareUpdate TM is a mobile and web based app that allows secure and private communication between the healthcare team, patients and their family/friends. As a healthcare provider you'll be able to securely text your patients and their contacts. You can include photos, send results, and attach documents, all in a HIPAA compliant environment! The app is easy and intuitive, yet it's a powerful tool for increasing patient engagement and increasing satisfaction with healthcare delivery.

Anyone can download the CareUpdateTM app, but you'll need an access code to use most of the app's features. Access codes can be obtained in one of two ways:

  1. If your institution has licensed CareUpdateTM for it's healthcare team, your IT department can email you an access code.
  2. Want to use CareUpdateTM as an individual healthcare provider? No problem! Get in touch with us at (508) 709-9080 or email info@illumeMed.com and we'll get you all the info you need including a free trial.

When would I use CareUpdateTM ?

CareUpdateTM is a powerful and efficient way for the healthcare team to communicate with patients and families. We're all accustomed to using our phones and tablets for instant communication via text and social media. Until now, this type of communication with patients has been challenging due to security concerns, HIPAA and the lack of a well designed platform.

CareUpdateTM solves these problems.

You can now communicate with patients and their families through the spectrum of healthcare delivery. The founders of CareUpdateTM are busy physicians and surgeons.

We understand the need for efficient and timely communication. It improves our patient satisfaction, enhances our quality of care, and helps to ensure the best outcomes for our patients. We routinely use the app for pre-operative, intra-op and post-op communication. We send out imaging results, discharge information and attach post op instructions. The possibilities are endless!

I received an access code but I can't find it.

When you're signed up as a member of the healthcare team, you'll receive a secure access code sent to your email. The email will come from your institution's IT department or from CareUpdateTM . Let's search your email and see if it's in there? If it's still no where to be found then we may need to resend it. If your institution has set up CareUpdateTM for your team you'll need to call the IT help desk and have them re-send the access code. If you're an individual provider who signed up for CareUpdateTM then call or email us and we'll get you set up: (508) 709-9080 or info@illumeMed.com

What's the deal with the "One-time password"?

Some institutions have chosen an added layer of security and require an additional onetime password (so called two factor authentication). Once you register with your Access Code, CareUpdateTM will send you a text with your one-time password. You'll only need to input this once, then you're good to go!

What if I forget my Password or Username?

We've got you covered. If you forget your Username or Password open the CareUpdateTM app and go to the Log In screen. There you can click the links to have your Username e-mailed to you. You'll need your Username to reset your Password. Click 'Forgot your password' then input the Username, CareUpdateTM will send you an email with your new Password. You can then log in and change the Password by clicking 'My Account' in the main menu.

You're in! Now what?
Let us tell you about the features of CareUpdateTM .

We designed CareUpdateTM to be as intuitive and easy to use as possible. It has a ton of powerful features, many are easily accessible from the main menu.

Here they are:
  • My Patients
  • Patient Search
  • Register New Patient
  • My Account
  • Institutions
  • Help

Let's take a closer look:

My Patients

The My Patients list is a central place to access all your patients. These are patients that you are actively following. You can add patients to the My Patients list by searching for them in Patient Search from the main menu. Once you find the patient you'd like to add, just select the patient and click 'Add to My List.' Done.

You can remove patients from the My Patients list simply by swiping left along their name and then pressing on the trash can. This will remove the patient from the My Patients list but not discharge them or remove them from the system. If you need to add them back, just find them in Patient Search.

The list is sortable by Name or Date of Birth, just touch the top of the column to order the list. It's also searchable by inputing any information into the Name or Date of Birth search fields.

Patient Search

From the main menu you can access the Patient Search. This general search feature will provide access to any patient that is active in the CareUpdateTM system. Patients can be found using Name and/or Date of Birth. These are active search fields, so once you start inputing data the system will show the corresponding results. The results are sortable by Name or Date of Birth, just touch the top of the column to order the list. Once you've found the patient you're looking for you can enter their profile by highlighting the name and then pressing it again. Or you can highlight the name and press 'Add to My list' to place the patient in your personal list - My Patients.

Register New Patient

From the main menu any provider can click 'Register New Patient' to add a new patient to the system. There are 5 mandatory fields that must be provided to register a new patient to CareUpdateTM : First name, Last name, Date of Birth, Mobile Phone Number and Email Address. That's it! Once you've entered that data you can press 'Register This Patient' and the system will create an account for that patient. You'll then be prompted to help the patient set up their support group of family and friends.

My Account

In My Account you can control your personal preferences and change your account information. You can turn your notification and sound alerts on or off, change your password, and upload a profile picture. The personalization of your CareUpdateTM experience occurs here.

Institutions

What if you work at multiple institutions that use CareUpdateTM ? We've got that covered.

In the institution section of the main menu you can switch between care settings where you work. If you're rounding at multiple hospitals or switching from your outpatient clinic to the inpatient setting, just go to 'Institutions' and choose your current location. If you haven't signed in at a new institution that has CareUpdateTM , you can press the 'Sign in to another institution' button to input your credentials. To register for the first time at a new institution you'll need a Personal Access Code sent by your IT department. You will then be prompted to create your Username and Password. Once you complete the registration, the new institution will be saved in your 'Institutions' list and you will be able to login just with your Password.

How do I send an Update?

Sending Updates is easy; but first you have to access the patient's profile. First find your patient in your My Patients list, or from the Patient Search menu. Click on the patient to enter their profile. Once there, click on the orange 'Updates' button. Now that you've entered the Updates section, you can type a message in the 'Text message' field. If you'd like, you can also click the 'Use Template' button in the top left to use an English or Spanish template. You could also hit the + symbol to send a photo or attach a file! If you need to send an urgent update there is a 'Send Urgent Update' button in the top right.

How do I use Templates?

Templates messages are available in both English and Spanish. First find your patient in your My Patients list, or from the Patient Search menu. Click on the patient's name to access their profile. Once there, click on the orange 'Updates' button. Now that you've entered the Updates section, you can click the 'Use Template' button in the top right corner. In the template section you can choose 'English' or 'Spanish' in the top right. You can then choose your care setting from those listed. You'll now see a list of preset messages appropriate to that care setting. Clicking one of these messages will transfer the text to the lower text field where you can review and edit it before sending.

Can I edit a patient's group?

Yes, providers have the ability to view and edit a patients family/friends group and to assign a primary contact.

To do so, select the patient you want and enter their profile. Once in the profile press on the green 'Edit Group' button. Now you can add a new contact to the group, remove a contact from the group, or set the primary contact. By selecting an individual family/ friend from the group review you can also edit that individual's profile, including fields like: Name, Relationship, Phone Number, Email, and Photo.

Can I edit a patient's profile?

Yes, providers can view and edit a patient's profile. To do so, select the patient you want and enter their profile. Once in the profile press on the edit button to enter the 'Edit Patient Profile' screen. Here you can change a number of fields including: Admission Date, Attending physician, PCP, Expected discharge date, Current Nurse, and Room Number.

How do I discharge a patient in CareUpdateTM ?

Providers can discharge a patient in CareUpdateTM when they are ready to leave the institution. Discharging a patient allows you to compile and send discharge information to the patient and their primary contact person. To initiate a discharge first find the patient and enter their profile. At the bottom of the profile screen hit the red 'Discharge' button. You've now initiated the discharge process. In the first discharge screen you can enter the patients Discharge Information; this will be sent to the patient and their primary contact and includes useful facts like where and when to follow up, follow up phone numbers, and free text discharge notes. You can also access the MedlinePlus link to upload and send information from Medline, a trusted resource for medical patient information. Once the discharge is finalized you will still be able to send Updates to the patient and their primary contact; the rest of the support group will be dissolved.

Can I still communicate with the patient after discharge?

Yes! CareUpdateTM will keep the patient's account active for Updates even after they have been discharged from the institution. We believe that communication after discharge is critical to patient satisfaction and overall outcomes. Updates, documents and photos can be sent after discharge and will be received by the patient and their primary contact.

Does CareUpdateTM allow for two way communication?

The default setting for CareUpdateTM is for one way communication from providers to patients but providers always have the final say on whether they want two way communication with individual patients or not. When an institution sets up CareUpdateTM the administrators can choose to enable two way communication. If an institution chooses to have the two way communication feature, then providers will have the ability to turn two way communication on or off for each individual patient.

CareUpdateTM Frequently Asked Questions and Helpful Hints

What is CareUpdateTM and how do I sign up?

CareUpdateTM is a mobile and web based application that allows secure and private communication between the healthcare team, patients and their families/friends.

Anyone can download the CareUpdateTM app, but you'll need an access code to use most of the app's features. At CareUpdateTM we take your privacy and security very seriously. When you're signed up as a patient or family member you'll be sent a secure access code. Once you input the code, you're in! You'll be on your way to receiving realtime updates, photos, and other useful info from the care team.

What if my doctor doesn't have CareUpdateTM ?

CareUpdateTM is an excellent way for the healthcare team to communicate with patients and families. But, not everyone has CareUpdateTM yet. We're working on that. Here is our website, share it with your healthcare providers: www.illumeMed.com There's an area where they can request more info and contact us.

Oh, and here's our email: info@illumeMed.com

I received an access code but I can't find it.

When you're signed up as a patient or family member you'll be sent a secure access code to both your email and your cell phone. Please check your email to see if you have one from CareUpdate. Next, check for the access code in your phone's text messages. If it's still nowhere to be found, then we will resend it. Anyone on the care team who has access to the app can double check your email address and cell number and if necessary re-register you to generate a new access code.

What's the deal with the "One-time password"?

Some healthcare teams have chosen to be super secure and require an additional onetime password (so called two factor authentication). Once you register with your 'Access Code' CareUpdateTM will send you a text with your one-time password. You'll only need to input this once, then you're good to go!

What if I forget my Password or Username?

We've got you covered. If you forget your Username or Password open the CareUpdateTM app and go to the Log In screen. There you can click the links to have your Username emailed to you. You'll need your Username to reset your Password. Click 'Forgot your password' then input the Username and CareUpdateTM will send you an email with your new Password. You can then log in and change the Password by clicking 'My Account' in the main menu.

You're in! Now what?
Let us tell you about the features of CareUpdateTM

We designed CareUpdateTM to be as intuitive and easy to use as possible. It has a ton of powerful features and they're all easily accessible from the main menu.

Here they are:
  • Updates from Care Team
  • Messages
  • Notes
  • Edit Family & Friends
  • Information Board
  • My account
  • Help

Let's take a closer look:

Updates from Care Team

Here's where you go to review communication from the care team. Any updates from doctors, nurses, therapists, medical assistants, and other healthcare providers will come here. If you've enabled notifications (in My Account) then you'll get a notification with any new updates in the app. The healthcare team can send standard updates or urgent updates. An urgent update will be labeled as such and you'll be asked to acknowledge that you've received it. Some institutions will allow for two way communication and you'll be able to reply to the updates. Generally, updates are one way from the care team to you. Members of the care team can send out progress updates, photos, and various attachments including test results, x-rays, discharge instructions, and other useful stuff.

Messages

Messages are for you and your family/friends to send each other texts and photos, and are not visible to the care team. This is just like group texting on your phone but enhanced by several important features: you can use any device including your mobile phone or tablet and you can use any internet connected computer using the CareUpdateTM application. Further, your communications in CareUpdateTM are secure and encrypted to the highest levels of medical privacy as outlined by HIPAA. The message group is automatically set up for you when you choose your circle of family and friends during registration.

Notes

We created the Notes feature for patients and their support network to have a common place to collaborate on ideas and questions. It's an electronic notepad that is updated in real-time across the whole group and across all devices when anyone makes a change. It's a great spot to organize questions for your care team, write down tidbits of information, note future appointments, etc. Remember, notes are not visible to the care team, they're always kept private between you and your family/friends. We're sure you'll find lots of productive ways to use Notes!

Information Board

The Information Board is a one stop shop for your info. Anyone in the group can head to the Information Board for answers to important questions like: What room is my loved one in? Who is the current nurse? What is the expected date of discharge? This is also a place to find info on your hospital or clinic like: Parking, patient services, and also links to useful stuff like WebMD.

How do I add family and friends or change the members of my group?

As a patient you have full, 100% control over who is in your group and sees your updates and messages. When you join, you'll be asked to create the group. You can use your phone's contacts list to pick names or you can enter them manually. Once you're using CareUpdateTM you can edit your group at any time by adding or removing contacts. From the main menu just press 'Edit Family & Friends' and you'll enter the Group Review screen where you can see, add, remove and edit any contacts.

The care team sent me an attachment! How do I download files from CareUpdateTM ?

One of the cool features of CareUpdateTM is that it enables the care team to share documents with the patient and their support network. The team can send you test results, imaging reports, care instructions, information about your condition and discharge summaries. Before CareUpdateTM this information was often hard to get a hold of and keep organized. One of our goals was to provide you with better access to your medical records and results. When you receive an attachment from the care team you can open it on your mobile device to view; it'll be available for you at anytime. You can also open CareUpdateTM on your computer and download the file, print it, and keep it for your records.