ClinicSense typical implementation process:
Initial Consultation and Planning: Assess business needs and gather existing client data, appointment history, and treatment notes for migration.
Data Export: Export client lists, appointments, and treatment notes from your previous software or paper records, typically in Excel or CSV format.
Data Import: Send exported files to ClinicSense support; their team handles the import process, usually within 1 business day for client data and 1–2 business days for all data.
Account Setup: Customize SOAP notes, intake forms, and scheduling options to fit your business requirements. This can be completed in a few hours.
Online Booking Integration: Update your website and social media with ClinicSense’s booking buttons or links for seamless client scheduling.
Client Notification: Inform your clients about the switch to ClinicSense and new online booking procedures, often via an email campaign.
Staff Training and Onboarding: Use best practices guides, onboarding resources, and assistance from a dedicated success coach to train staff on the new system.
Go Live: Begin using ClinicSense for scheduling, documentation, and client management. Clients can immediately start booking, and their files are populated as they interact with the system.
ClinicSense offers extensive customization options to tailor its practice management software to fit specific business needs. Whether you're a solo practitioner or part of a multi-disciplinary clinic, the platform provides flexible features to align with your operational requirements. Here's a detailed overview:
Flexible Scheduling Options: Design your ideal workday by setting specific availability, including split shifts and cleanup times between appointments.
Online Booking Controls: Determine which services are available for online booking and set parameters such as requiring prepayment or restricting bookings to certain client types
Practitioner-Specific Settings: Customize each practitioner's profile with unique availability, services offered, and booking preferences.
Customizable SOAP Notes: Create and save unlimited treatment note templates tailored to various services or treatment modalities.
Intake and Consent Forms: Modify existing forms or build new ones to capture the specific information your practice requires.
Automated Form Delivery: Set up the system to automatically send appropriate forms to clients based on the services they book.
Service Customization: Define services with multiple durations, prices, and associated taxes to reflect your offerings accurately.
Invoicing and Payments: Automatically generate invoices and process payments through integrations like Square.
Treatment Packages and Gift Certificates: Offer clients the option to purchase packages or gift certificates, enhancing revenue streams.
Automated Reminders: Send customizable email and SMS reminders to reduce no-shows and keep clients informed.
Marketing Tools: Utilize features like email newsletters, birthday greetings, and referral requests to engage clients and promote your services.
Feedback Collection: Gather client feedback and encourage reviews to build your online reputation. support.
Profile Page Customization: Edit your public profile with personalized color themes, cover photos, and business descriptions to reflect your brand identity.
Website Integration: Embed online booking functionality directly into your website or social media platforms for seamless client access.
Role-Based Access: Assign specific permissions to staff members, ensuring they have appropriate access to schedules, client information, and administrative functions.
Practitioner Profiles: Create and manage individual profiles for each practitioner, allowing for personalized settings and service offerings.
Custom Reports: Generate detailed reports on various aspects of your practice, including financial performance, appointment trends, and client demographics.
ClinicSense offers a suite of training and support resources to ensure new users can effectively onboard and utilize the platform. Here's an overview of the available support mechanisms:
Quick Start Guide: ClinicSense provides a step-by-step Quick Start Guide to assist new users in setting up their accounts. This includes adding practice locations, practitioners, services, scheduling preferences, and payment settings.
Customization Guides: Users can access detailed instructions on customizing various aspects of the platform, such as appointment reminders, notification preferences, intake form templates, and treatment note templates.
Help Center: ClinicSense's Help Center offers an extensive knowledge base with articles covering topics like calendar management, online booking, practitioner and staff management, reminders and confirmations, forms, treatment notes, client files, invoicing, payments, treatment packages, gift certificates, communication tools, reports, account and subscription management, and mobile app usage.
Resource Hub: The Resource Hub provides free downloadable templates, business guides, and expert advice to help users grow their wellness businesses. Resources include intake form templates, SOAP notes templates, cancellation policy templates, and guides on client management and no-show prevention.
Responsive Support Team: ClinicSense boasts an award-winning customer support team with an average reply time of 10-15 minutes. Users can reach out for assistance through various channels, ensuring prompt and effective support.
1:1 Coaching Calls: Depending on the user's subscription plan, ClinicSense offers the option to book one-on-one coaching calls for personalized assistance and guidance.
ClinicSense employs a set of security measures to protect client and patient data:
Technical, Physical, and Administrative Safeguards: ClinicSense maintains layered security controls to protect personal and health information against loss, theft, and unauthorized access or disclosure. This includes secure servers for data exchange and storage.
HIPAA Compliance: The platform is HIPAA compliant and will sign a Business Associate Agreement (BAA) with covered entities, ensuring adherence to U.S. healthcare privacy and security standards.
Data Encryption: All personal information exchanged with ClinicSense is transmitted over secure servers, supporting encrypted data transfer to prevent interception.
Access Controls: Access to personal and health information is restricted to authorized personnel on a need-to-know basis, and user accounts are protected by unique usernames and passwords.
Vendor and Third-Party Management: When ClinicSense uses third-party service providers for operations such as payment processing or support, these vendors are contractually required to implement comparable security safeguards and maintain confidentiality.
Data Confidentiality: ClinicSense does not sell or transfer personal information to third parties except as necessary for service delivery, legal compliance, or with explicit consent.
Incident Response: In the event of a security incident or unauthorized access, ClinicSense will promptly notify affected clients, explain corrective actions, and cooperate to mitigate any impact.
Staff Training and Policies: Employees and contractors are trained on privacy and security policies, and are required to sign confidentiality or non-disclosure agreements as appropriate.
Data Residency and International Transfers: If data is processed or stored outside Canada, ClinicSense ensures that third-party providers offer protections equivalent to Canadian standards, and informs clients about potential jurisdictional access.
Data Ownership and Control: Clients retain ownership and control over all health-related information, and ClinicSense provides mechanisms for data access, export, and, where feasible, destruction upon termination of service.
ClinicSense demonstrates a proactive approach to software development, consistently releasing updates that enhance functionality and user experience. While the company doesn't adhere to a fixed public release schedule, recent activity indicates a pattern of frequent enhancements:
Monthly Feature Releases: In the past six months, ClinicSense has introduced several notable features, including:
Availability Campaigns: Automated emails summarizing practitioners' availability to clients.
Push Notifications: Real-time alerts for new, rescheduled, or canceled appointments, and online gift certificate sales.
Enhanced Booking & Scheduling Settings: Updates to online booking and scheduling to better serve businesses and clients.
COVID-19 Prescreening: Automated client prescreening to streamline health and safety protocols.
User-Centric Development: ClinicSense actively incorporates user feedback into its development process, ensuring that updates align with the evolving needs of wellness professionals.
ClinicSense’s policy on data ownership and portability is clear and client-centric:
Data Ownership: Health service providers (the primary account holders) retain full ownership and control of all health-related information collected, entered, created, or exported by themselves, their employees, or their patients while using ClinicSense. ClinicSense acts as a service provider, processing data on behalf of the client, and does not claim ownership over client data.
Data Portability: ClinicSense enables clients to export their data at any time. Administrators can export patient (client) data, appointments, and clinical notes (chart notes) in standard formats (such as Microsoft Excel spreadsheets) directly from the platform. Batch export options are available for clinical notes, and client lists can be downloaded with a few clicks. This ensures that clinics can take their data with them if they choose to migrate to another system.
Data Handling on Termination: Upon cancellation or termination of service, ClinicSense provides read-only access to health-related information. If feasible, ClinicSense will destroy all health-related information posted to the service; if destruction is not feasible, the company will continue to protect the data and limit its use and disclosure by its terms of service.
ClinicSense provides flexible subscription options designed to accommodate the evolving needs of health and wellness practices. Whether you're expanding your services or scaling down, the platform offers straightforward mechanisms to adjust your plan accordingly.
Plan Adjustments: You can upgrade or downgrade your subscription at any time to align with your current business requirements. This flexibility ensures that you're only paying for the features and capacity you need.
Appointment Thresholds: Each plan includes a specific number of appointments per month. If you exceed your plan's appointment limit for two consecutive months (excluding no-shows and cancellations), ClinicSense will notify you and suggest moving to a higher-tier plan to accommodate your increased usage.
Temporary Pausing: If you need to take a break from your practice, ClinicSense allows you to pause your subscription. During this period, your data remains intact, and you'll have read-only access to your account. A nominal fee of $5 per month is charged to maintain your data during the pause.
Terms and conditions for contract renewal and cancellation for ClinicSense:
Renewal Terms:
ClinicSense subscriptions typically auto-renew at the end of each billing cycle unless the subscriber cancels before the renewal date.
Current pricing and terms apply at renewal unless otherwise notified.
There is no public documentation indicating fixed-term contracts; subscriptions are generally month-to-month or annual, depending on the plan selected.
Cancellation Process:
Cancellations must be completed by following the step-by-step process in your ClinicSense account; requests by phone or email are not accepted.
After completing the online cancellation steps, you will receive a confirmation email. If you do not receive this email, the cancellation is not complete.
You will retain full access to your account until the end of your current billing cycle/order term, even after submitting a cancellation.
ClinicSense may also suspend or terminate your account for breach of terms or if fees are overdue by more than 30 days.
Refund Policy:
ClinicSense offers a 30-day money-back guarantee. If you cancel within 30 days of purchase, you can request a full refund.
After 30 days, no refunds are provided for unused time, even if you cancel before the end of your billing cycle.
Data Handling Upon Cancellation:
After cancellation, you retain read-only access to client files; other features and data become inaccessible.
If feasible, ClinicSense will destroy all health-related information you or your clients have posted. If destruction is not feasible, ClinicSense will continue to protect the data and limit its use/disclosure according to its terms.
Temporary Pause:
You have the option to temporarily pause your subscription instead of fully cancelling, as managed through your account settings.
Access to client files in read-only mode is only provided if all outstanding balances are paid at the time of cancellation.
ClinicSense adheres to several key compliance standards to ensure the privacy and security of client data, particularly in the healthcare sector. Here's an overview of the compliance frameworks ClinicSense aligns with:
ClinicSense is compliant with the Health Insurance Portability and Accountability Act (HIPAA), which sets national standards for protecting sensitive patient health information in the United States. Key aspects include:
Business Associate Agreement (BAA): ClinicSense offers to enter into a BAA with covered entities, formalizing its commitment to HIPAA standards.
Security Measures: The platform implements administrative, physical, and technical safeguards to protect electronic protected health information (ePHI), including access controls and encryption.
Breach Notification: ClinicSense has procedures to report any unauthorized access or disclosure of health-related information, complying with HIPAA's breach notification requirements.
For Canadian users, ClinicSense complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), ensuring that personal data is collected, used, and disclosed responsibly. This includes obtaining consent and limiting data collection to necessary information.
ClinicSense employs various security measures to safeguard client data:
Data Encryption: Sensitive information is encrypted during transmission and storage.
Access Controls: Role-based access ensures that only authorized personnel can access specific data.
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