Gensolve Practice Manager

Gensolve Practice Manager offers structured onboarding, self-serve learning resources, and responsive helpdesk support to get new users productive quickly.​

• Onboarding and setup: Dedicated onboarding personnel guide requirements capture, environment setup, and role-based user configuration, with named staff overseeing training and client delivery across regions.​

• Knowledge base and tutorials: A comprehensive Support Centre provides searchable help articles, step-by-step guides, and video tutorials covering administration, clinical workflows, accounting, and more, accessible directly from the app or web.​

• Training resources: In-product and online training content includes user creation, permissions, student/trainee setup, and other operational processes, enabling teams to upskill at their own pace.​

• Helpdesk and ticketing: Users can submit tickets, browse resources, view release notes, and suggest features through the Support Centre; F1/Help menu links provide quick access during daily work.​

• Direct support channels: Regional contact details and support emails/phones are available for real-time assistance when needed.​

• Ongoing updates: Release notes and new help topics are published in the Support Centre so teams can keep pace with product enhancements.​

• User feedback loop: Feature suggestions can be submitted within the Support Centre, informing the roadmap and ensuring training/support evolve with customer needs.

Gensolve Practice Manager puts in place a range of security measures to safeguard user and patient data, ensuring privacy and compliance with international standards.

• The platform is cloud-hosted, which means data benefits from industry-standard server security protocols and regular encrypted backups. Data is protected both at rest and in transit, utilizing encryption technologies to prevent unauthorized interception or access. Role-based access controls and password protection restrict access to the system and sensitive patient records only to authorized clinic staff.​

• Gensolve is compliant with key privacy and data protection regulations such as GDPR (Europe/UK), the Australian Privacy Act, and HIPAA in the context of patient data management. It implements technical and organizational measures outlining data collection, retention, access, and sharing to ensure compliance and minimize risk. Automated data backups and disaster recovery protocols further guarantee the resilience and ongoing availability of clinic data.​

• Personal information and clinical notes stored in Gensolve cannot be sold, rented, or used for marketing without explicit consent, and sensitive records are handled according to strict retention schedules and transparency guidelines. Practices using the software remain responsible as data controllers, with Gensolve as the processor, ensuring shared accountability for patient confidentiality.​

Gensolve Practice Manager releases updates on a regular schedule, typically publishing new versions several times per year, with minor improvements and bug fixes more frequently between major releases. Release notes are documented and distributed to users via the official website, blog, and in-platform notifications, so clinics are informed about new features, enhancements, and changes.​

• Update management is handled through a cloud-based deployment process, meaning users receive the latest version automatically without needing manual installation or downtime; updates are rolled out securely to minimize disruption and ensure all clients operate on the newest release. Early support is available post-update, and helpdesk resources guide users through transition details or new workflows.​

• Gensolve actively solicits user feedback and uses client input to prioritize improvements, maintaining a transparent cycle for enhancements and bug resolution through its online support centre and release documentation.​

Gensolve Practice Manager’s policy assigns data ownership and portability rights primarily to the client—the healthcare practice or practitioner—rather than the software vendor. Clinics using the platform retain full control over their patient records and operational data, as Gensolve acts as a data processor and not a controller. This means the client owns the information stored within their account and may export, delete, or transfer data as needed during or at the end of their subscription.​

• The platform provides built-in data export tools that enable clinics to download patient records, appointments, billing history, and custom forms in widely used file formats before account closure or migration to another system. Gensolve explicitly encourages clients to export data before cancellation and has no barriers or fees associated with this process; account access is removed only after the final export is confirmed. Clinics may also import custom forms and migrate historical datasets, supporting interoperability and smooth transitions between different systems.​

• Regarding compliance, Gensolve supports privacy and portability frameworks required by the Australian Privacy Act, NZ Health Information Privacy Code, and even GDPR and HIPAA, protecting patients’ rights to access, correct, and transfer their own information. The platform’s policy guarantees that patient data cannot be sold or shared for marketing without explicit consent, ensuring both privacy and portability for healthcare providers and their clients.

Gensolve Practice Manager offers highly flexible contract terms with distinct advantages for renewal and cancellation, providing peace of mind for clinics and individual practitioners.

• No lock-in contracts: Gensolve operates on a month-to-month or annual basis with no mandatory long-term commitments—users can subscribe and cancel at any time without penalty or hidden clauses.​

• No cancellation/break fees: There are no fees for cancelling the service; users simply notify support and follow a streamlined offboarding process to close their account and export data if needed.​

• Easy cancellation process: To terminate the account, clients contact Gensolve support, review the contract for any specific notice requirements (though usually none apply), and confirm data export before discontinuation.​

• Data export: Practices are encouraged to export all practice and patient records before cancellation to ensure operational continuity, as the account will be closed after final confirmation.​

• Custom contracts for enterprise: Larger clinics may configure custom contract types and renewal terms within the system, or negotiate specific service details with Gensolve’s team.​

• Renewal management: Subscription renewal is handled automatically based on the selected billing cycle (monthly or annually), with the option to adjust terms or discontinue service at any renewal date.​

• No joining fee: There is no upfront fee for joining or activating Gensolve, reducing financial barriers to adoption.​

• Cancellation/no-show fees: Separate from software subscriptions, clinics can set up patient appointment cancellation or no-show charges for revenue protection; these are configured per site inside Gensolve, not tied to the vendor contract itself.​

• Support during transition: Gensolve provides guidance and resources to help clinics migrate data and transition out of the system seamlessly if service is discontinued.​

Gensolve Practice Manager meets several key compliance standards to ensure secure, legal, and ethical handling of patient and clinic data. The software adheres to the Australian Privacy Act for clinics operating in Australia and supports requirements outlined by Medicare for integrated billing and claims processing. For New Zealand users, Gensolve follows NZ Health Information Privacy Code and complies with Accident Compensation Corporation (ACC) claim standards.​

• Internationally, Gensolve is designed to be compliant with GDPR (General Data Protection Regulation) for users in the UK and Europe and provides organizational and technical measures aligned with HIPAA (Health Insurance Portability and Accountability Act) for handling protected health information where applicable. The platform employs role-based access controls, data encryption, consent management, retention policies, and secure cloud hosting to maintain strict privacy and information security across jurisdictions.​

• These compliance standards collectively guarantee that clinics using the platform are equipped to meet national and international data protection, patient privacy, and billing regulations.