Frequently Asked Questions (FAQs)


Answer:

In an emergency, first call 911. Later, when you get emergency healthcare, use the QR code on your RK360® App dashboard to share pre-visit information with the emergency medical technician (EMT) or healthcare provider.


Answer:

    1. When an RK360® User (Record Administrator or Primary Record Owner) taps on the dashboard menu icon (A), selects Audit Log from the RK360® App menu (B), the Audit Log opens (C) showing tamper-proof non-editable entries for all Primary and Secondary Cloud Health Records they administer.
    2. As per the California Consumer Privacy Act and the EU’s General Data Protection Regulation or GDPR, the Audit Log documents and displays all disclosures of the Owner’s HIPAA protected personally identifiable health information (PHI), which we equate with all Record contents, indicating who authorized disclosure, when, to what destination, of what contents.
    3. If you suspect improper access to Records based on Audit Log entries or other information, select Get in Touch in the App menu to send an encrypted message to Support about your concerns. A RedKangaroo Customer Support Specialist will contact you to make sure it’s you and not someone else. We will never ask for personal identifiers over the phone or email, such as your mother’s maiden name or your Social Security number.
    4. Before you delete your Record, export Record Contents to an external storage device under your control and confirm the success of the export. Take screenshots of the audit log and save these images to your external storage device. Your decision to delete your Record will result in deletion of your audit log, without a restoration option.


Answer:

Option 1. You are locked out and know your Username and Recovery Phrase

Step 1. Tap “Locked Out” on the RK360® App Sign In screen (A) or web page (B).

Step 2. On the “Enter Your Username” page, enter Username and Recovery Phrase and tap “SIGN IN” (C1) to unlock the Record. You’ll get an OK to Sign In email, confirming you’ve unlocked your RK360 Record at no cost.

Option 2. You are locked out and forgot your Username and Recovery Phrase

Step 1. Tap “Locked Out” on the RK360® App Sign In screen (A) or web page (B).

Step 2. On the “Enter Your Username” page, tap “FORGOT CREDENTIALS” (C1).

Step 3. On the “Forgot Username or Phrase,” enter requested information and tap “SEND” (D).

Step 4. Customer Support will email the Record Administrator for your RK360 Record an “I’m Locked Out. No Recovery Phrase” email with instructions for submitting a “Notarized Affidavit of RK360® Record Owner Identity” and paying the $150 processing fee, so that Customer Support can safely and securely prove your identity and unlock your RK360 Record.

Option 3. You added a Secondary RK360 Record to your subscription. The Record Owner is locked out. You know your Recovery Phrase and the Secondary Record Owner’s email address.

Step 1. Tap “Locked Out” on the RK360® App Sign In screen (A) or web page (B).

Step 2. On the “Enter Your Username” page, enter the Secondary Record Owner’s email address and your Recovery Phrase and tap “SIGN IN” (C1) to unlock the Secondary Record. You’ll get an OK to Sign In email, confirming you’ve unlocked the Secondary RK360 Record at no cost.


Answer:

Both mobile phone number and email address are used for two-factor authentication, to confirm you are who you say you are, and to secure your RK360 App.


Answer:

Yes. Each owner of an RK360® Cloud Health Record gets a unique system-assigned and unchangeable UserName (first initial, last name, unique number @rk360.com). The UserName uniquely identifies the Record Owner and her Record. The Record’s tamper-proof contents include the Record Owner’s personally identifiable information (PII), protected health information (PHI), and health-related data.


Answer:

An RK360® Basic subscription equips a person, acting as Record Owner and Record Administrator, to create and manage her own unique RK360® Cloud Health Record. An RK360® Family subscription, equips a person to create and manage unique RK360® Cloud Health Record for herself and for other people for whom she acts as HIPAA personal health representative and informal caregiver (for example, her children, husband, elderly parents, and in-laws).


Answer:

Step 1. Sign into the RK360 Cloud Health Record App on your mobile device, opening your dashboard

Step 2. Tap on your photo at the top of your dashboard, opening an Add & Switch Records screen.

Step 3. Tap a current Record to switch or tap a blank Record to add.


Answer:

Step 1: From your web browser, go to www.rk360.health and tap the Sign In button.

Step 2: Enter your sign in credentials, opening a Manage Subscriptions web page.

Step 3: Tap the Edit Credit Card button.


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:

To change information in your RK360® Record:

Step 1. Sign In to the RK360® App on your mobile device.

Step 2. Tap the hamburger menu icon at the top left of your dashboard.

Step 3. Select Background Information, change editable fields, and tap Save.

To change information in an RK360® Record you manage for someone else:

Step 1. Sign In to the RK360® App on your mobile device, tap your photo on your dashboard.

Step 2. On the Add & Switch Records screen, pick the RK360® Record you want to edit.

Step 3. Tap the hamburger menu icon at the top left of the target Record’s dashboard.

Step 4. Select Background Information, change editable fields, and tap Save.


Answer:

Contact customer support support@redkangaroo.us and indicate your request is urgent.


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:

How to turn on or turn off automatic updates on your iPhone or iPad

Step 1. Go to Settings.

Step 2. Tap App Store.

Step 3. Turn on or turn off App Updates.

Android™:

To automatically update all apps on your Android™ device:

Step 1. Open the Google Play Store app.

Step 2. At the top right, tap the profile icon.

Step 3. Tap Settings  Network Preferences  Auto-update apps.

Step 4. Select an option:

  • Over any network to update apps using either Wi-Fi or mobile data.
  • Over Wi-Fi only to update apps only when connected to Wi-Fi.

Note: If an account on your device has a sign-in error, apps may not update automatically.

Step 1. Open the Google Play Store app Google Play.

Step 2. At the top right, tap the profile icon.

Step 3. Tap Manage apps & device.

Step 4. Tap Manage, then find the app you want to update automatically.

Step 5. To open the app’s “Details” page, tap the app.

Step 6. On the app’s “Details” page, tap More (…).

Step 7. Turn on Enable auto update.

When updates are available, the app updates automatically. To turn off automatic updates, turn off Enable 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://rk360.health/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 Provider Plan at www.rk360.health and add their email addresses to our RK360® Directory.


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:

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:

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