Return to FAQs

1. What technical support is available to CovetCare clients?
   Complimentary technical support is immediately available for one month after installation and training on use of the program. Thereafter, simply email helpdesk@covetcare.com or call (516) 364-6675; five days a week, 9am-5pm EST. A technical support staff member will immediately be assigned to assist you.
    
2. What if I’ve forgotten my user name?
   Contact your facilities technical support representative.
    
3. What if I've forgotten my password?
   If you’ve forgotten your password, contact your facilities technical support representative.
    
4. Can I change my user name? How?
   Yes. To do so, contact your facilities technical support representative.
    
5. Can I change my password? How?
   Yes, in accordance with your facility’s protocol and through contact with your facilities technical support representative. HIPAA legislation recommends that passwords be changed (aged) every 90 days as a measure of the facility’s compliance with the Privacy law.
    
6. How do I add, remove or assign a new user to CovetCare?
   Your facility’s designated technical support representative has the authority to add or remover CovetCare users. Your technical contact will work with CovetCare’s technical support representative if assistance is needed.
    
7. How do I make corrections to patient information already entered into CovetCare?
   Authorized users can always return to a previously entered screen to make and (re) save changes. Standards of practice for addressing charting errors, late charting and corrections, prevail.
    
8. Can I change, alter or delete an entry after I have clicked “Save”?
   No. Once you have clicked “Save” the information is locked in. This is similar to the current principle of medical record documentation wherein once you’ve written something, it is a part of the medical record. Similarly, the principles of medical record documentation requires that if the writer then determines that what he/she has written is an error, using a pen the writer will draw one line through the information, write the word “Error” above the strike thru and initial and date the alteration, accordingly. You can, however, update the medical record with new information.
    
9. Is our connectivity to CovetCare guaranteed?
   Our connection is always up via our ASP host and their internal power grid. We guarantee complete data security and expect no loss of data as the information is backed up daily. We cannot, however, guarantee your facility’s ISP connection. We can make recommendations to you with regard to your Internet connection.
    
10. Do you guarantee 24x7 connectivity to the CovetCare ASP data center?
    Absolutely. CovetCare was developed with the understanding that health care delivery occurs 24 hours a day, seven days a week. As long as your ISP provides you with continuous service, we guarantee your continual access to our ASP data center, complete data security, and no loss of data.
     
11. What if our facility has an interruption to our Internet connectivity?
    Contact your ISP and request that your connection be restored. Since we cannot guarantee your ISP’s “uptime,” we recommend that you have a back-up Internet access system to support your local ISP.
     
12. What do I do if the system crashes while I am entering patient data?
    If you have not yet saved your entries, then you’ll have to re-submit the un-saved information.
     
13. Does our facility have a back-up copy of CovetCare?
    No, it is not necessary for you to do so. We will have an automatic back-up copy produced at our ASP data center. Our software and databases are stored and secured at this same centralized data center. CovetCare will backup the facility’s data daily and send e-mail verification to your facility’s technical contact upon backup.