Frequently Asked Questions (FAQs)


Answer:

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


Answer: 

iOS:

Step 1. Open the App Store.

Step 2. Tap your profile icon at the top of the screen.

Step 3. Scroll to see pending updates and release notes. Tap Update next to an app to update only that app, or tap Update All.

Android™:

Step 1. Open the Google Play Store app

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

Step 3. Tap Manage apps & device. Apps with an update available are labeled “Update available.”

Step 4. Tap 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:

If you are locked out from your App on your mobile device, tap “Locked Out?” on the Sign In screen and send us an “I’m Locked Out” encrypted message, including name, email address and mobile phone number associated with your RK360® Subscription.

If you are locked out on our website, fill in all fields on the Contact Us form on our website to get help.

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. We will never ask to share a screen and look at your Record.

You may wonder why you were locked out.

When you enter your email address or mobile phone and password on the Sign In screen of the RK360® App or our website, we send a Confirmation Code via SMS/text to the mobile phone you added during RK360® Subscription. Correct Code entry lets you sign in securely.

After repeated incorrect Code entries, you are locked out of the RK360® App or the website. We do this to protect against dangerous activity by bad actors.


Answer:

Tap ”Get in Touch” in the RK360® App Menu before or after you Sign Into the App and send us an encrypted message 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.


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 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:

Tap on your photo at the top of your dashboard and an Add & Switch Records screen will open. Tap a current Record to switch or tap a blank Record to add. (This FAQ applies to App Release 1.6.7, which includes a Family Plan subscription).


Answer:

When you login to the RK360® App, you will land on a Free Record App dashboard prompting you to renew your Family Plan paid subscription. (This FAQ applies to App Release 1.6.7, which includes a Family Plan subscription). – has to be checked


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:

When a Record Admin is logged into her Primary Record or has switched to a Secondary Record she administers , she taps the menu at the top left of the Dashboard, selects Background Information from the Long Menu, and a non-editable, persistent Primary or Secondary Record Background Information screen opens showing current field entries. A tap by the Record Admin on the red Edit Button at the top right of the persistent Background Information screen opens an “Edit Background Information” screen that shows non-editable, persistent field entries in dark black font and allows new and updated entries in editable fields. Optional entries on screens editable by the Record Administrator include blood type, language, religious affiliation, education, race and gender identity. Unique Username is system generated and persistent. Email addresses, mobile phone numbers and mailing addresses of Primary and Secondary Record Owners are persistent and can only be changed by the Primary Record Owner/Administrator contacting Customer Support and presenting proof of identity.


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