No. Usage-based services such as faxing, SMS messaging, transcription, direct electronic billing, and video conferencing capabilities may be purchased on a month-by-month basis. These optional services can be added or removed from your plan at any time.
We utilize end-to-end encryption based on the SSL TLS 1.2 encryption standard (bank-grade encryption). No VPN connection is required to use your portal.
User Accounts: To allow physicians to use their credentials in multiple portals, we store user account and login history information in a federated (shared) database. Account access, permissions, and roles are managed by each portal administrator.
Chat: Chat sessions are linked to individual user accounts to allow for chat messages and contacts to be available across multiple portals.
Logging: To improve application performance and overall system quality, we store all system-generated log messages in a shared database.
Common Data: The Canadian drug database, fee schedules, and other common data sets reside in a shared database. We also cache common data on the server to enhance system performance. Our extensive caching capabilities results in improved system performance (with regards to data access) under heavy usage (i.e. a high number of users all accessing the Canadian drug database will result in that data set being automatically placed in our ultra-fast Redis server cache).
90 days past the last monthly payment unless otherwise agreed upon. We also offer low-cost long-term data storage and read-only access for practitioners nearing retirement.
Entirely browser-based, however the system uses both client-side (desktop) JavaScript and server-side components.
When we deploy application updates, your browser will automatically download and cache a ~5 MB bundle of code files. These files contain browser experience enhancements that enable real-time communication (utilizing both web sockets and asynchronous http requests) and provide foundational support for system capabilities such as video conferencing (utilizing the open webRtc standard).
We typically update our servers 3 times per week (at 11pm Eastern Time) with new code and features. However, at times that frequency may increase due to customer requests and (less frequently) in response to emerging security threats.
Each time your browser automatically downloads an updated version of our code bundle, any existing data cached by your browser is removed. Your browser cache will contain encrypted security credentials, which are set to automatically expire (as per defined in the JSON Web Token (or JWT) standard).
JWT tokens cached by your browser are used for short-term session-based access to resources (data) in your cloud database. These tokens also contain short-lived keys (or ‘claims’) which enable role-base authentication and more granular access to server resources (specific subsets of your data).
In order to present data to you onscreen, some of that data may be cached by your browser. We strive to find an appropriate balance between compliance requirements and usability. For that reason, we recommend that (as a custodian of your patients’ data) you do not leave patient information onscreen for an extended period of time.
We also recommend logging out each time you lock your device or leave your desktop or laptop unattended. Logging out ensures no patient data will be left in your browsers cache. Any documents, prescriptions, or other documentation that you downloaded will remain on your device. That data is considered under your control and must be secured and/or deleted (when appropriate to do so) by you. For that reason, we recommend using a secure authentication mechanism (such as a biometric scanner) should you choose to download content onto a mobile (laptop, phone, table) device.
No. However, using modern hardware and a fast network connection will result in a better experience.
We require that you use a web browser capable of negotiating the TLS 1.2 encryption standard with our servers, so you must use a web browser that supports TLS 1.2.
If your hardware can run the latest version of Safari, Chrome, Microsoft Edge, or Firefox, then you will be able to use the Cybermedex EHR, Telehealth, and Practice Management Cloud.
Windows XP and Internet Explorer 8 do not support TLS 1.2, however installing the Mozilla Firefox browser onto Windows XP will allow you to access your portal using TLS 1.2 on Windows XP.
Portal administrators can contact our support line should they require changes to their account status, or if they get locked out of their own accounts and require access.
We provide full audit trails for all patient records and downloaded content (anything viewed or edited is tracked per account).
We also provide access to a full login history (included time of day and the type of device used) for each account on your portal.
Nightly backups append data to previous backups (we do not archive versions of your database, just a single nightly incremental backup). Databases may be restored anytime within 24 hours of the nightly backup. Backups occur at 4am nightly (Eastern Time). Weekly backups can be restored anytime within a week of the previous backup (upon request), and occur every Sunday night at 5am (Eastern Time).
Our servers are powered by multiple redundant sources and would only lose power due to a major calamity (our datacenter is SOC-2 compliant).
Every feature and function of your portal is 100% accessible using a smart phone (or tablet) and a cellular data connection.
Any local power outages should result in no disruption of service, provided you have the necessary hardware (such as an iPhone, iPad, Android phone, or other such tablet or device) and access to a mobile (cellular) data network (such as Telus, Rogers, or Bell).
This redundancy is one of the many benefits of using a cloud-based EHR that fully supports mobile devices, because you are able to access your full patient schedule, EHR, reports, etc. entirely online using multiple (redundant) networks.
We are a highly available service provider (99.9% guaranteed up time) and therefore are always on when you need us.
Spend a few extra days at the cabin and see patients remotely, our system seamlessly merges with your preferred way of doing business.
Unlike other providers, we do not charge for data exports (for larger data sets, there may be a small bandwidth surcharge applied per download). Your data will be available for download (by the portal administrator only) in Excel or XML format at any time.
Our database adheres to the OntarioMD 5.0 schema for easy transfer to other (OntarioMD 5.0 compliant) EHR or billing solutions.
System maintenance outages are communicated via email 1 week prior to the scheduled outage.
There are no regularly scheduled outages, outages only occur as the result of significant data scheme updates and are infrequent.
We have deployed a highly-available, auto-failover server configuration. Server Operating System patches and security updates are handled automatically without any disruption of service.
We use redundant, auto-failover server groups for each of our video streaming, database, controller, and web-facing server clusters.
We currently have a full cluster size of 8 servers (2 servers per cluster), however we are constantly monitoring system resource usage and are able to scale up individual clusters at any moment in order to optimize our server response times.
Fee schedule updates are applied globally. We update the billing codes as quickly as possible upon the release of a new fee schedule. If we are missing fee codes, please let us know and we will act promptly to add them.
Billing is clinic-controlled, and submitted directly to OHIP via the MC/EDT system with no 3rd-party involvement. We received our production keys for the MC/EDT system in December, 2020. We will be adding touch-less auto-reconciliation and submission capabilities to the billing system in the near future, which will allow clinics to set up pre-configured billing submission and reconciliation schedules.