Frequently Asked Questions (FAQs)

Question: What is the legal basis for processing of Personal Data?

Answer: The Privacy Policy, under Information for Users in the EEA, describes the legal basis for processing of Personal Data.

Question: Why should I upload my photo to the RK360 App?
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.

Question: What should I do if my iPhone is lost or stolen?

Answer: In any web browser, go to  icloud.com>FindiPhone>All Devices>iPhone. Choose the "lost mode" or "erase iPhone" option. When you find or replace your iPhone, download the RK360 App from the Apple App Store, sign in using your email address and password, and enter an authorization code you will receive via text message at the phone number you used to register your RK360 Record. Once again, you will have access to your RK360 Cloud Record. If you cannot get a replacement device with the phone number you used to register your RK360 Record, contact us to verify your identity with appropriate support documentation.

Question: When I started importing my health records from Apple, I got a standard message from Apple about actions that an App Developer "may" take. Does the RK360 App take these actions?
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.
Question: How do I get records from providers who are not Apple Health partners?
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. Smith, requesting that Dr. Smith 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.
Question: How do I enable automatic app udates in iOS?
Answer: The settings to enable the automatic updating of iOS apps are the same on iPhone and iPad
2. Go to "iTunes & App Store"
3. Under the 'Automatic Downloads' section, look for "Updates" and toggle that switch to the ON position
Question: How can I update the RK360 App?
Answer: 1. Go to the App Store
2. Tap "Update" icon at bottom, on "Updates" screen select "Update All."
This will update the RK360 App along with any other apps waiting to update.
Question: Why do you need to verify both cell phone number and email address?
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.
Question: How do I start importing my Clinical Records from Apple Health provider portals to my RK360 Cloud Record?
Answer:
Step 1. Go to the dashboard on your RK360 App.
Step 2. At the top left, tap the [hamburger icon] 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.
Question: How do I fax from my RK360 App?
Answer:
Step 1. You pick a provider from the RK360 Directory for exchange of pre- and post-visit information from your RK360 Cloud Record via "Send and Request."

Step 2. If you pick a provider whose listing only includes a fax number or if a provider gives you a fax number to enter your exchange must go by fax. (If the provider lists an email address, your RK360 App automatically communicates with the provider via email and ignores a fax number in the listing.)

Step 3. The RK360 App asks you to consent to the transmission of your health information to the provider.

Step 4. The Apple Store asks you to approve one in-app payment covering a "Send" and a "Request" fax to the provider. If the "Send" transmission is short (e.g., the last six months of Clinical Records), the charge is lower (e.g., $1.99) than if the "Send" transmission is longer (e.g., all years of Clinical Records, $2.99). About 2/3 of the cost of the fax goes to Interfax (a HIPAA-compliant faxing service) and about 1/3 goes to Apple. We offer faxing as a convenience to patients communicating with low-tech providers but do not profit from faxing charges. Your outbound faxes are stored securely for approximately 14 to 30 days on Interfax servers, just in case your outbound fax needs to be sent repeatedly until received, and then deleted to prevent hackers from accessing your information.

Step 5. To avoid fax charges, pick a provider who lists an email address in the Directory. Because patients are not HIPAA-covered entities, providers (who are HIPAA-covered entities) can receive emails from patients. They cannot, however, send your information via email to a second provider. Only you can do this by selecting the second provider from the Directory and initiating a "Send and Request" transaction via fax or email (if the second provider offers an email address).
Question: How do I get records from providers who are not Apple Health partners?
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. Smith, requesting that Dr. Smith 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.
Question: How can I exchange information with a provider whose directory listing includes no fax number ?
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.
Question: What if my doctor doesn't have an email in her directory listing?
Answer:
Ask your doctor to sign up for a preferred provider directory listing (https://www.redkangaroo.us/about-the-directory), so she can exchange information with you and other patients by email (at no cost to patients) instead of by fax (at patients' expense).
Question: Why do I have to enter my credit card number in the Apple Store to download the free RK360 App to my iPhone?
Answer:
The Apple Stores requires a valid credit card before enabling users to download either free or paid Apps to their iPhones. In the RK360 App, when you tap to Send & Request records by fax to a provider, we ask your permission to charge your credit card for an in-app fee that is about what we pay a HIPAA compliant fax service for sending the fax on your behalf. If you choose a provider who lists an email address, the RK360 App uses that email at no charge to you.
Question: How do I change my user name and email address?
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. "Please enter your email address here. Check your email (including spam and trash) for an email to this address with RedKangaroo Email Verification as the subject. Click on the link in the email and return to the RK360 App."
Question: How do I change my user name and email address?
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."
Question: How do I change my user name and email address?
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.
Question: How do I export data from my RK360 Cloud Health Record before deleting my data or just because I want to have another copy of my data?
Answer:
In the menu at the top left of the RK360 App screen touch "Data Export." You will receive an email with links to contents of your Record that providers have uploaded after visits. You can download these contents to a storage destination under your control. After you delete your RK360 Record, you can create a new RK360 Record. During registration you can import data from providers in the Apple Health network.