> For the complete documentation index, see [llms.txt](https://resources.abstractivehealth.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://resources.abstractivehealth.com/knowledge-base/faqs.md). # FAQs ## Onboarding ### Signup Process #### Why do I need to upload my ID and take a selfie? We perform identity verification by cross-checking your likeness between a government-issued ID and the real-time capture of your image. Verification of your identity is required by law in order for us to authorize you to access patient data. #### Why do I need to input my NPI? We use your NPI to verify that you are a clinician licensed in the United States, making you eligible to search for patients via our connection to the Carequality® network of Health Information Exchanges. #### Why do I need to enter my mobile number? Your mobile number allows us to text you a link to capture and upload a selfie. Clinicians are often signing up for our app via a work computer. We found that there are often security protocols that prevent end-users from taking a selfie on those machines so we devised this workaround. #### Do I need to be a clinician to use the product? You do NOT need to be a clinician to use our application for PDF upload and summarization tooling, but you MUST be a US-based clinician with an NPI to access our Patient Search feature and take advantage of the record retrieval tooling. {% hint style="info" %} Note: Our AI summarization is designed to handle clinical language so we highly recommend using the application for tasks related to medical documentation {% endhint %} #### Does the product work outside the US? Yes, the PDF upload and AI summarization functionality will work for users outside the US, but you will not have access to patient data via our connection to the Carequality network. If there are comprehensive exchanges in your national market that support modern standards for health data exchange, then we are certainly open to exploring commercial opportunities for integration outside the US. #### Which address should I enter for my practice? We recommend inputting one of the main offices where you see patients. When you run a patient search, our automation will prioritize the retrieval of records from medical facilities near known addresses of the patient, and secondarily, the address on file for the clinician’s practice. Because the geocentric logic is fairly broad and regional in scope, any office address should suffice so long as your office locations are within the same state or neighboring ones. #### Why does it matter if I already have a record retrieval software in use? If you already have record retrieval software running on your behalf, then we’ll need to work with you to communicate to Carequality® which service you’re electing to represent you for backend data requests and responses through Carequality®. To clarify further, Carequality® wants to avoid duplicate activities occurring in the exchange on behalf of a provider via two different implementers because that degrades data integrity and wastes compute resources across the system. *** ## Product ### **Record Retrieval via Carequality®** #### Why do record retrieval and summarization not occur instantaneously? Via Carequality® it takes at least 90 seconds to run a patient search, ping 50k+ medical facilities across the country for patient matches, and then pull in any relevant records. Once record retrieval is finished, then our AI summarization goes to work, in some cases parsing hundreds of thousands of words per patient chart. The end-to-end process typically takes 3-7 minutes. Naturally, patients with more detailed medical history may take longer to complete. You can now control the speed/robustness of your search in the "Customize Search" setting. #### Are there any ways to speed this up? **Workflow Optimization:** you or an assistant can run multiple patient searches in parallel with our batch upload feature! Simply select "Load Patients" and upload a patient schedule from your EHR and extract up to 30 patients automatically and trigger their searches. Your schedule needs to have at least names, birthdates, and sexes for each of your patients. These searches can be initiated the day before or morning of your clinic so you’re not waiting on this process. **EHR Integration:** we can trigger patient searches to occur based on a check-in trigger event so that the AI summaries and related records are ready and waiting for you by the time you’re seeing the patient. Admittedly, this type of integration will not occur overnight, but we are experts at EHR interoperability and likely already have the baseline SMART on FHIR API connection to your EHR. We are deeply focused on reducing this processing time and have engineering solutions near deployment to make a patient search more efficient. #### Why are some records not appearing from outside medical groups as expected? There are a handful of factors that can contribute to this issue. In some cases, patients may have declined consent to share their records. While this is not the norm, this does occur from time to time. Another possibility is that our patient matching algorithm has not matched your patient to your expected facility. In this case, you can include up to 3 preferred healthcare practices that we will always search. It’s also possible that differences in data standards or formatting between systems are causing the match to fail. Our algorithm relies on several data points to query medical facilities across the country, and even small variations can sometimes prevent a successful connection.\ \ We monitor success rates in this regard in hopes of proactively identifying gaps and working behind the scenes to optimize our coverage. We encourage you to reach out as well if you’re seeing disappointing results because we may be able to resolve issues with outreach to specific responders. **Can I search again if no results are found?** Yes - you can resubmit the search but we recommend adding more information such as phone number and address. You can also update the search robustness with the AI Retrieval Mode to Nova to cast a wider net. **Can I choose which organizations to search?** By default, Abstractive identifies the organizations most likely to have your patient’s records. You can also customize your searches by selecting up to three preferred healthcare practices - ideally ones you frequently refer to or major facilities near your practice. ### **Longitudinal AI Medical Record Summaries** #### **How do I download the summary?** Download the summary by scrolling to the bottom of the summary, clicking download, and choosing the file type as shown below. If you have the problem list open you need to click the download button \ the problem list.
#### **I can't find the summary after clicking "Download":** Allow pop-ups, redirects, or downloads for our site inorder to see where the download goes in real time. If you don't see that, go into your browser settings, select site settings, search "downloads," and toggle "Show downloads when they are done." This setting allows you the file to automatically open after downloading. You may also simply check your computer's "recent downloads" to find the document. #### **What is the difference between downloading the summary, problem list, and original notes?** Downloading the summary downloads the AI generated summary -
Downloading the Problem List downloads the list of problems as well as icd/hcc codes associated with them -
Downloading the patient record downloads the current record displaying in the Patient's Record pannel.
#### **Can I download the entire patient record instead of one source note at a time (can I bulk download the notes)?** No, at this time we do not have that capability on the standalone app. You may do so with API integration and if you are ineterested in that level of integration please contact #### **How do I confirm what information was brought into the summary?** You may confirm the information brought into the summary by clicking any sentence in the AI generated summary. It will bring you to the document that was used to generate it.
You may also download the Retrieval Stats to see where the documents for the current record were sourced from.
#### **How do I delete a patient?** If you need to delete a patient search please contact . Please note that we may need an organization admin to sign off on this request. #### **How do I correct information in the summary?** In order to update the summary, please click the "Editor" button at the bottom of the summary. You may make edits and then save your changes.
#### **How do I update the sections in the summary?** If you are looking to change the summary's sections, please click on "Sections" under the Share Chart activity. There you may chose your summary section preferences with the toggles on the right.
#### **How do I regenerate the summary?** You may regenerate a summary by kicking off another patient search for the patient you are interested in. ### **Question Answering** #### **How does the question answering work and what information does it retrieve when answering a question?** Our question and answering activity is built on a RAG architecture. It pulls in knowledge from Research (such as those found in JAMA, Pubmed), Guidelines, as well as the patient summary and source documents. It also has access to limited Abstractive Health knowledge and supplementary information. #### **How is the question and answering bringing in my personal information (NPI, title) into the response?** When building forms, the chatbot might bring in information about you that you have given the system during onboarding such as you NPI and name. This is normal and is useful to minimize manual entry. Please note that every organization's chat DOES NOT have access to another organizations personal informaiton and patient information. #### **Why question and answering time out before responding?** When the servers get overloaded, ocassionally your question will time out. In this case you may ask again or wait to ask again. If you are finding that the timeouts are hindering your ability to source informaiton and make use of the activity please contact #### **Why didn't question and answering find specific information in the chart even though I know it's there?** Sometimes the system may miss a specific detail, even when it is documented in the chart. Try asking the question in a more specific way by including details such as the date, condition, medication, provider, or visit. Always review the source chart to confirm important information. #### **What is the difference between question answering on the homepage versus the patient dashboard?** Both the homepage question and answering activity & the patient dashboard's has access to research, pubmed, guidelines, and medical knowledge. The homepage's activity is for general questions not tied to a specific patient. The patient dashboard's activity brings the current patient's documents into context and can answer detailed information specific to the patient's longitudinal record and summary. #### **How long does it take to answer these questions?** It takes anywhere from 15-30s to answer a question. Keep in mind that more complex questions require more time for the system to retrieve the informaiton and answer appropriately. #### **Why can't my other colleagues see the same question I asked?** To protect privacy, the questions you ask about a patient are visible only to you. Other users in your organization cannot see your questions. #### **If I share the record, will others be able to see the questions I asked?** No, the questions asked on your patients remain your own conversation history and will not be shared with other clinicians via the Share Chart activity. ### **Care Notifications** #### **What are Care Notifications?** Care Notifications are customizable alerts that surface important patient insights when Abstractive retrieves and summarizes a patient’s records. Each notification is designed to answer a specific clinical question and can be configured to flag results that may require your attention or action. #### **How do I access Care Notification settings?** Click the **bell icon** in the left sidebar. From the Care Notifications settings, you can browse pre-built notifications, create your own, and manage your existing notifications. #### **How do I create a custom Care Notification?** From the Care Notifications settings, select **Create a Custom Notification**. You will be prompted to: 1. Enter the clinical question you want the notification to answer. 2. Define the notification logic, also called the flagging criteria. 3. Choose a short, descriptive title. 4. Select an icon. Your notification will appear whenever you open a patient chart and Abstractive summarizes the patient’s records. #### **What is notification logic?** Notification logic determines when a Care Notification is flagged and when its icon turns pink in the patient chart. We recommend creating logic that flags insights when: * You may need to take action. * A result falls outside a desired range. * A clinically important condition is present. * Information requires timely review. For example: **Question:** What is the patient’s most recent HbA1c? **Notification logic:** Flag if the documented HbA1c is above 8%. This allows you to see immediately when a patient’s most recent HbA1c is above the specified threshold. #### **Where can I find examples of Care Notifications?** Go to **Care Notification Settings > Browse Notifications** and select **View** on any notification. This will show you how Abstractive has structured the notification’s question, title, icon, and flagging criteria. You can use these examples as a starting point when creating your own notifications. #### **What are pre-built or recommended notifications?** Pre-built notifications are Care Notifications created by Abstractive for common clinical use cases. You can review them under **Browse Notifications** and add the ones that are useful to your workflow. They are optional and can be added to your notification panel at any time. #### **How do I manage my Care Notifications?** Open **Manage Your Notifications** to review your existing notifications. From here, you can: * Deactivate notifications you no longer want displayed. * Reactivate notifications that were previously deactivated. * Review which notifications are currently active. #### **How many Care Notifications can I have?** You can have up to **10 Care Notifications** in total, including pre-built notifications you add and custom notifications you create. You may deactivate notifications in order to activate others. #### **How many care notifications total can I create?** You can create 10 notifications total. #### **Why are there recommended system notifications?** These notifications are there for you to easily add them to your panel if you wish. ### **Admin Activities** #### **How do I limit people seeing my patients?** You can limit the cross visibility of patients by creating and managing "Teams" in your account. Go to **Account** > **Teams** and click **Create New Team.**
From here you can create a new team and assign users to it. Patient charts will only be viewable within teams. A user can be a part of more than 1 team. Please note that as of 07/01/2026, creating a team is irreversible. #### **How do I manage teams and access roles?** Manage teams by going to **Account** > **Manage Teams** and then clicking the pencil **Manage** icon in the row of the team you wish to manage. In order to manage your user's access roles go to **Account** > **Manage** **Users** and click on the **Access Level** in the row you would like to change
#### **I want to deactivate a user, how do I do that?** **Account** > **Manage Users** then click on their Status.
On that screen you will be able to deactivate the account -
#### **I accidentally invited a user. How do I undo that?** In **Account** > **Manage Users** you will see a Status of Pending. Click on that status and **deactivate** the user.
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