HealthCharts FAQs

Click Forgot Password on the login screen and enter your registered email address. A secure reset link will be sent to you. If you do not receive it within a few minutes, check your spam folder or contact support@healthcharts.co.za.

Common causes include an unverified email address, an account pending admin approval (for practitioners), or an incorrect password. If your account was recently created, check your inbox for a verification email. Still stuck? Contact support and we will investigate promptly.

Yes. HealthCharts supports WhatsApp one-time PIN (OTP) login for family member accounts via Twilio. When you register as a family member, a WhatsApp OTP is sent to your mobile number to verify your identity. Ensure your registered number can receive WhatsApp messages.

Navigate to a patient's profile and select the Documents tab. Click Upload Documents, then drag and drop or browse for your file. Supported formats include PDF, JPEG, PNG, and DOCX. All uploads are encrypted and linked directly to the patient's record.

Yes. HealthCharts has an integrated voice dictation module. Open a patient record and select Voice Dictation from the sidebar. Speak your clinical notes and the transcript is saved directly to the patient's record. Drafts are flagged for review if transcription is incomplete.

Yes. The collaboration module allows multiple practitioners to access the same patient record with appropriate permissions. A primary practitioner can grant collaborative access, and all interactions are logged in the audit trail. Collaboration requests can be managed under Access Requests in your dashboard.

Click Practitioner Registration on the HealthCharts home page. Complete the registration form with your full name, email address, HPCSA number, BHF practice number, and preferred hospital. Your account is submitted for admin review. Once approved, you will receive a confirmation email and can log in immediately. Registration typically takes 1–2 business days to approve.

Yes. HealthCharts is built to comply with the Protection of Personal Information Act (POPIA). All data is processed lawfully with informed consent, stored securely, and accessible only to authorised users. A full audit trail is maintained for every access and change event.

Yes. All data in transit is protected by TLS encryption. Sensitive fields are handled with strict access controls. Uploaded documents are stored securely on the server and are not publicly accessible. Database credentials and session data are managed securely in line with best practice.

Access is strictly role-based. The patient's primary practitioner has full access. Collaborative practitioners can access records they have been granted permission to view. Family members can view practitioner names and clinical notes; a verified Power of Attorney (POA) is required to access diagnosis information. Admins have platform-level oversight. All access is logged in the audit trail.

HealthCharts stores the following categories of medical data: clinical records (diagnoses, treatment notes, prescriptions, medications), biometric readings (blood pressure, heart rate, glucose levels, weight, and any custom fields defined by the practitioner), uploaded documents (lab results, referral letters, imaging reports, discharge summaries), voice dictation transcripts, patient demographics (name, ID number, gender, contact details), and hospital and transfer records. All data is linked to the patient's unique profile and protected under POPIA.

HealthCharts retains medical records in line with South African health legislation, which generally requires a minimum retention period of 6 years from the date of the last entry, or longer for minors. Practitioners and hospitals are responsible for ensuring their data retention policies comply with applicable regulations. Contact support if you require a formal data deletion or export request.

Practitioners can view and print patient records and documents directly from the platform. A formal data export feature for full record portability is on the HealthCharts development roadmap. In the meantime, contact support at support@healthcharts.co.za for an assisted export where required.

Practitioners can create custom biometric and clinical fields by navigating to Biometrics → Manage Fields in the sidebar. From here you can add fields (e.g. peak flow, HbA1c, pain score), set minimum and maximum reference ranges, and toggle which fields appear on patient cards. Custom fields are specific to your practice and do not affect other practitioners.

Yes. Custom fields are a core feature of HealthCharts. You define the field name, unit of measurement, and optional reference range. When a reading falls outside the range, a critical alert is automatically raised on your dashboard so you can act quickly.

Full drag-and-drop widget rearrangement is planned for a future release. Currently, the dashboard layout is optimised per role (practitioner, admin, family, patient) and displays the most clinically relevant information by default. Feedback on layout preferences is welcome at support@healthcharts.co.za.

A family member registers on HealthCharts and submits a certified Power of Attorney (POA) document. The HealthCharts admin team reviews the document and verifies legal authority. Once approved, the family member gains access to the patient's diagnosis information in addition to the practitioner names and clinical notes that are always visible. POA status is displayed on the family dashboard.

Without a verified POA, family members can view the attending practitioner's name and general clinical notes. Diagnosis information is restricted until POA is verified. This design protects patient privacy while keeping families informed — in line with POPIA requirements.

The HealthCharts admin team reviews submitted POA documents. Documents must be certified copies of a valid South African Power of Attorney or equivalent legal authorisation. The review process typically takes 1–3 business days. You will receive an email notification once your POA has been approved or if further information is required.

Transfers are initiated by the referring practitioner or hospital representative from the Transfers section. A transfer request is sent to the receiving hospital, where it can be accepted, queried, or declined. The patient's record travels with the transfer and is accessible to the receiving clinical team immediately upon acceptance. All transfer events are logged in the patient's timeline.

Yes. HealthCharts supports multi-hospital collaboration. Practitioners across different hospitals in the network can share patient records, submit collaboration requests, and participate in multidisciplinary team (MDT) discussions on a patient's record — all within the secure platform.

Yes. HealthCharts includes an emergency access workflow. Emergency clinicians can request access to critical patient information through a fully audited pathway. Every emergency access event is logged with timestamp, clinician identity, and reason — ensuring compliance and accountability while enabling fast clinical decision-making.

Not at this time. HealthCharts is currently focused on clinical record management, secure collaboration, and continuity of care. Direct patient appointment booking is on the product roadmap. In the meantime, patients should contact their practitioner's rooms directly to schedule appointments. We will notify registered practitioners when the appointment module launches.

HealthCharts is designed for five roles: Practitioners (doctors, specialists, nurses) who manage patient records; Patients who can view their own records and biometrics; Family Members who support patients and require access to medical information; Hospital Representatives who oversee hospital-level workflows and transfers; and Admins who manage platform operations, approvals, and compliance.

HealthCharts sends in-platform notifications for key events: new collaboration requests, transfer updates, POA approvals, critical biometric alerts, and new records added to your patients. Notifications appear in the bell icon in the top navigation bar. Email notifications are sent for account events such as registration approval and email verification.

Email us at support@healthcharts.co.za. We aim to respond within one business day. For urgent clinical or data issues, please mark your subject line URGENT. Our support team operates Monday to Friday, 08:00–17:00 SAST.