Frequently Asked Questions (FAQs)

Answer:

No. In an emergency, call 911 or go to the nearest hospital emergency department.

Answer: 

iOS:

Step 1. Go to the App Store on your iOS device.
Step 2. Tap “Update” icon at bottom, on “Updates” screen select “Update All”.

This will update the RK360 App along with any other apps waiting to update.

Android:

Step 1. Go to the Google Play on your Android device.
Step 2. Select the “My apps & games” item from the Main menu.
Step 3. Select “Update”.

This will update the RK360 App along with any other apps waiting to update.

Answer:
Step 1. If you have logged out from the App on your mobile phone, login with your email address and password.

Step 2. You will receive an activation code via text message on your mobile phone. Enter the code, tap the “Next” button and you will land on the home screen of your App.

Answer:

To prevent unauthorized access to RK360 Records you administer for yourself or other Record Owners, Record Access is locked after multiple incorrect entries of an SMS two-factor authentication code. Contact customer support by sending an email to support@redkangaroo.us. For the fastest response, include a mobile phone number, ideally the one you used during App setup, and we’ll contact you.

Answer:

Verification of both cell phone number and email address are needed for two-factor authentication. Email address verification enables seamless in-app communication with providers and password reset.

Answer:

Yes. Here’s why:
(a) Each New User who downloads an RK360 Cloud Record App to her mobile phone gets a unique system-assigned UserName (first initial, last name, unique number @rk360.com. The New User chooses (and can later change) her own password but not her unique UserName.
(b) If the New User has her own email address, she can employ her own address (and change it later as needed) for communication with customer support. However, if the New User does not have her own email address, or does not want to use her own email address (perhaps because it is business related), she can choose to employ her system-assigned unique UserName for communication with with customer support.
(c) If a New User employs the App to register an RK360 Cloud Record containing her own health information, she is designated as the Record’s Owner and the Record is associated with her unique UserName and a combination of other persistent identifiers.
(d) The Record’s tamper-proof contents include the Record Owner’s personally identifiable information (PII), protected health information (PHI), and health-related data.
(e) The Record is exclusively controlled either by the Record Owner or by a Record Administrator who attests that under the HIPAA Privacy Rule at 45 CFR 164.502(g) she acts as the Record Owner’s personal representative with respect to uses and disclosures of the Record Owner’s protected health information, as well as the Record Owner’s rights under the Rule (https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/personal-representatives/index.html) and agrees to the Prosocial Applications Terms of Service.

Answer:

(a) A Family Plan enables a Record Administrator, from the RK360 Cloud Record App on her mobile phone, to create and manage one unique RK360 Cloud Record that she owns and manages for herself (as Record Owner/Record Administrator).
(b) The Family Plan Record Administrator may also create and manage several unique RK360 Cloud Records for other Record Owners (for example, her children, her husband, her elderly parents or in-laws).
(c) By choosing “Add and Switch” from the menu at the top left of the App Home Screen/Dashboard, the Family Plan Record Administrator can create new Cloud Records (up to the limit allowed under the Family Plan) or switch between existing Family Plan Records.
(d) Before creating, managing or taking over management from another Record Administrator, an RK360 Cloud Record for another person, the Family Plan Record Administrator must attest that under the HIPAA Privacy Rule at 45 CFR 164.502(g) she acts as that individual’s personal representative with respect to uses and disclosures of the individual’s protected health information, as well as the individual’s rights under the Rule (https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/personal-representatives/index.html) and she must agree to the Prosocial Applications Terms of Service.
(e) The Owner of an RK360 Record that is created and managed by a Family Plan Administrator, may access his Record from his mobile phone, if the Family Plan Administrator associates his Record with his mobile phone number, but he may not access the Records of other Family Plan Record Owners from his mobile phone.

Answer:

Step 1. You change your mobile phone number, but only to another mobile phone number, not to the number for a landline.
Step 2. To change your mobile phone number, tap your photo (avatar) at the top right of the RK360 App home screen.
Step 3. On the “Background Information” screen, tap the red “Edit” button at the top right.
Step 4. On the “Edit Background Information” screen, tap your phone number.
Step 5. Follow the directions on the dialogue box that appears, asking for your new mobile phone number.

After entering your new mobile phone number, check text messages (SMS) on the new mobile phone number for a confirmation code.

Answer:
Step 1. Your user name is the email address you used when registering your RK360 Cloud Record App.
Step 2. To change your email address, tap your photo (avatar) at the top right of the RK360 App home screen.
Step 3. On the “Background Information screen” tap the red “Edit button” at the top right.
Step 4. On the “Edit Background Information screen” tap your email address.
Step 5. Follow the directions on the dialogue box that appears, asking for your new email address.

Answer:

Step 1. Contact your mobile phone company, ask representative to lock your SIM card and issue you a replacement phone with a new SIM card.
Step 2. Download to your new phone, the RK360 Cloud Health Record App from Apple or Google Play App stores
Step 3. If you retained the mobile phone number you used in registering your RK360 Record, you will be able to login to the App.
Step 4. If your mobile phone number changed, email support@redkangaroo.us, including your old and new mobile phone numbers and request a change from old to new mobile phone numbers in your RK360 Record. If you can, send the email from the address you used when registering your RK360 Record. Our support agent will get in touch, ask questions that identify you as the Owner or Administrator of your RK360 Record, and, given identity verification, help with login.

Answer:

The Privacy Policy, under Information for Users in the EEA, describes the legal basis for processing of Personal Data.

Answer:

Once you use the RK360 App to create your own RK360 Cloud Health Record, we store the totality of your health data in Google Cloud data centers employing layered security, built-in redundancy and fault tolerances. We have chosen Google given its adherence to healthcare data privacy and security standards that third-party auditors attest keep user data more secure and compliant than other options.

Answer:
iOS:

Step 1. Go to the settings to enable the automatic updating of iOS apps are the same on iPhone and iPad.
Step 2. Go to “iTunes & App Store”.
Step 3. Under the ‘Automatic Downloads’ section, look for “Updates” and toggle that switch to the ON position.

Android:

To automatically update all apps on your Android device:

Step 1. Open the Google Play Store App and tap “Menu”> “Settings”.
Step 2. Tap “Auto-Update apps” and select an option either Wi-Fi or mobile data.

To set up updates for individual app on your device:

Step 1. Open the Google Play Store App.
Step 2. Tap Menu> “My Apps & Games”.
Step 3. Select the app you want to update and tap “More (…)”.
Step 4. Tap Enable “Auto Update”.
The app will update automatically when updates are available.
To turn off automatic updates, uncheck “Auto Update”.

Answer:

When you use the RK360 App to share your clinical records with a provider, the App includes your photo with the request as a method of verifying your identity and validating your request.

Answer:

Ask your doctor to sign up for a preferred provider directory listing (https://redkangaroo.us/providerapp), so she can exchange information with you and other patients by email (at no cost to patients) instead of by fax (at patients’ expense).

Answer:

At your next visit with a provider (e.g., Dr. Sample) who is not an Apple Health partner but has a National Provider Identifier (NPI) and maintains records of your past visits, follow these steps.

Step 1. On the home screen of your RK360 App, under TAP TO SEND CLINICAL RECORDS tap All.

Step 2. On the Find Nearby Providers screen, select Dr. Sample from the list that appears.

Step 3. If Dr. Sample is not nearby, tap Advanced Search at the top right, enter Dr. Sample’s information, tap the Nearby Providers button at the bottom of the screen to turn it to the off, white, position, and tap the red Search button at the bottom of the screen.

Step 4. On Dr. Sample’s directory listing, tap the Send & Request button. We will automatically initiate exchange of pre- and post-visit information with Dr. Sample, requesting that Dr. Sample upload to your RK360 Cloud Record a post-encounter bundle that includes information from your past visits.

Step 5. We will send an alert to your App after Dr. Sample uploads information to your RK360 Cloud Record, giving you an opportunity to tell us and Dr. Sample if the uploaded information is yours and accurate and should be stored permanently in your Cloud Record or uploaded after correction by Dr. Sample.

Step 6. The permanent audit log in your RK360 App shows the key steps you and Dr. Sample have taken.

Answer:

If you tap “Contact Provider” and pick a provider who lists only a fax number in the RK360 Provider NPI Directory, there is no way for us or you to be sure that the provider received your fax. The fax number, which the provider may have entered years ago at the US https://npiregistry.cms.hhs.gov/ on the NPI/NPPES website may be out of date, the fax machine may not be working or may be out of paper. For all these reasons, we suggest that when you can, you ask providers to sign up for a free Basic Provider Plan at www.redkangaroo.us and add their email addresses to our RK360 Directory.

Answer:

Step 1. Select “Send & Request” on the provider’s directory listing.

Step 2. A request for you to enter the provider’s fax number will appear.

Answer:
Step 1. Go to the dashboard on your RK360 App.
Step 2. At the top left, tap the hamburger icon (3 short line stacked vertically) menu.
Step 3. Tap “Import Records from Apple.”
Step 4. On the “Import Records from Apple” screen, tap “Continue Importing,” turning the button green.
Step 5. On the “Health Records (1 of 3)” screen, tap “Continue.”
Step 6. On the “Health Records (2 of 3)” screen, tap the button beside each type of record, turning all buttons green, and importing all types of data into your RK360 Cloud Record. Later, you select data types to share with others.
Step 7. On the “Health Records (3 of 3)” screen, we recommend that you uncheck “Ask before Sharing,” and check “Automatically Share” for automatic import of your data from Apple Health into your RK360 Cloud Record. (Later, you can retrace these steps, if you prefer “Ask before Sharing.”) Tap “Done” to finish.

Answer:

The Apple Stores requires a valid credit card before enabling users to download either free or paid Apps to their iPhones. In the RK360 App, when you tap to Send & Request records by fax to a provider, we ask your permission to charge your credit card for an in-app fee that is about what we pay a HIPAA compliant fax service for sending the fax on your behalf. If you choose a provider who lists an email address, the RK360 App uses that email at no charge to you.

Answer:

You do! Patients, consistent with the RK360 Privacy Policy and the California Privacy Policy, own and, via their RK360 Mobile Apps, exclusively control user access to the contents of their RK360 Cloud Records. Contents of RK360 Records, which are imported from or uploaded by providers, cannot be altered or removed, either by patients or by patient-authorized users. Access to and activity in RK360 Records is automatically audited, with the log available for viewing, but not change, from RK360 Apps. The RK360 Platform employs best security practices including two-factor authentication, encryption of Record contents in storage and transit between the RK360 Platform and Apps, and monitoring of intrusion attempts on the server. As soon as detected, the RK360 Platform notifies patients about thwarted attempts by unrecognized users to access patients’ RK360 Records. When notified, or at any time, patients can activate the “Delete My Data” function in their RK360 Apps to delete all contents of their RK360 Records from production servers. Relieved of worries about data integrity and security, patients and providers can focus on what is most important to them–getting and giving cost-effective, quality-outcome healthcare.

Answer:

Yes, you can delete the App from your mobile phone without deleting the data from your Cloud Record. Only you can delete contents of your Cloud Record by selecting the “Delete my RK360 Record” function from the App menu. Before you do so, please export the Cloud Record contents to an external storage destination you control by selecting the “Data Export” function from the App menu.

Answer:

Tap the menu at the top left of the RK360 App.
Tap Data Export.
If information on the Authorize Export screen is correct, tap the red button to agree to the export.
On the Export Email Sent screen, tap OK.
Click on the link in your email and enter the code sent via SMS to your mobile phone.
You will see all your data as downloadable PDFs that you can save to your preferred storage destination.

Answer:

Tap Share Record at the top right of your RK360 App.
The Data Request QR screen opens.
Ask your provider to scan the QR code with the camera on a smartphone or tablet to access information in your RK360 Record.

Answer:

No. In our Privacy Policy we commit to avoiding all of the optional App Developer actions described in Apple’s message and to giving consumers exclusive control over the storage and transmission of all the information in their RK360 Cloud Records.

Connecting Patients to Providers through Personalized Health Information