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Phone, email or live chat with our Australian based support team between 8am – 6pm EST.


Learn more about MediRecords and our products from these frequently asked questions.

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App Download

Whether you use an iOS or Android device, download the MediRecords App for free here.

Arrivals Download

Download MediRecords Arrivals for iOS or Android – don’t forget, you will need an API key.


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For all Products, Providers and Patients

What is cloud technology?

Simply put, cloud computing is the delivery of computing services – servers, storage, databases, networking, software, analytics and more – over the Internet (“the cloud”). Companies offering these computing services are called cloud providers and typically charge for cloud computing services based on usage, similar to how you’re billed for gas or electricity at home.


You’re probably using cloud computing right now, even if you don’t realise it. If you use an online service to send emails, edit documents, watch films or TV, listen to music, play games, or store pictures and other files, it’s likely that cloud computing is making it all possible behind the scenes. The first cloud computing services are barely a decade old, but already a variety of organisations – from tiny start-ups to global corporations, from government agencies to non-profits – are embracing the technology for all sorts of reasons.

What are the benefits of cloud technology?

Cloud computing is a big shift from the traditional way businesses think about IT resources. What is it about cloud computing? Why is cloud computing so popular?

Here are 6 common reasons why organisations are turning to cloud computing services:


1. Cost

Cloud computing eliminates the capital expense of buying hardware and software, and setting up and running on-site data centres – the racks of servers, the round-the-clock electricity for power and cooling, the IT experts for managing the infrastructure. It adds up quickly.


2. Speed

Most cloud computing services are provided as self-service and on-demand, so even vast amounts of computing resources can be provisioned in minutes, typically with just a few mouse clicks, giving businesses a lot of flexibility and taking the pressure off capacity planning.


3. Global scale

The benefits of cloud computing services include the ability to scale elastically. In cloud speak, that means delivering the right amount of IT resources – for example, more or less computing power, storage, bandwidth – exactly when it’s needed, and from the right geographic location.


4. Productivity

On-site data centres typically require a lot of “racking and stacking” – hardware setup, software patching and other time-consuming IT management chores. Cloud computing removes the need for many of these tasks, so your staff can spend time on achieving more important business goals.


5. Performance

The biggest cloud computing services run on a worldwide network of secure data centres, which are regularly upgraded to the latest generation of fast and efficient computing hardware. This offers several benefits over a single corporate data centre, including reduced network latency for applications and greater economies of scale.


6. Reliability

Cloud computing makes data backup, disaster recovery and business continuity easier and less expensive, because data can be mirrored at multiple redundant sites on the cloud provider’s network.

You're a cloud solution, what type of internet do I need?

The beauty of working in the cloud is that you have access to everything, from anywhere in the world, in real-time. To make the most of this for your practice, we recommend you have a ‘business’ broadband connection (ADSL2+ Business). This type of connection means your internet will be faster and less variable than standard ‘residential’ broadband. A business broadband connection does not degrade or slowdown when there are multiple users online at the same time. If you have the NBN, even better! When enquiring about a suitable internet connection for your clinic, make sure they’re aware of how many staff will need to be connected on average every day. We highly recommend a backup internet service such as a 4G mobile broadband connection (commonly known as a ‘Dongle’) as well.

Which browser should I use for MediRecords?
To get the best performance out of MediRecords, we highly recommend using a Chrome browser. Chrome is an internet browser built by Google and used by 47% of internet users, making it the most widely used browser in the world.
Chrome is faster, packed full of the latest internet features, it is constantly being improved and best of all, it’s free.
Download chrome for free here.
What's the time delay between saving data and other users seeing it?

Cloud technology allows MediRecords and it’s suite of products to work in real-time meaning there is no delay. Like all other browser solutions, if you are concerned, just refresh your browser to get the latest data. Fortunately, because there isn’t a need for third party integrations, there is never a delay between other tools or products i.e. online appointments, waiting room check-ins etc.

What happens if my internet goes down?

Internet outages can happen to the best of us and unfortunately even with a business grade internet connection, service providers (i.e. Telstra or Optus) can not guarantee that it will be 100% reliable or consistent. We recommend having a Wifi Mobile Broadband device, more commonly known as a ‘Dongle,’ on hand for times when you experience an outage or inconsistencies that lead to disrupted workflows. Many wireless cards allow a large number of users to connect.


We cannot provide technical support when it comes to your internet (these queries must be referred to your internet service provider), but we can help you source the best internet connection for your clinic. If you want to know more about how we can help you get set up with a quality internet connection, please contact admin@medirecords.com.
Unfortunately, MediRecords can not be accessed when offline/not connected to the internet.

I can't see my results, why aren't they in the MediRecords App?

This could be for a couple of reasons. If your health provider/s decide that they would prefer to speak to you in person or over the phone about your results, they can mark them as ‘Confidential’ – this means you will not see them in your app until the provider chooses to remove the confidentiality status.

If you have a received an SMS to say your results are ready and that you can find them in your MediRecords App:


  1. Make sure you are logged in as yourself, and that if you are a ‘Head of Family’ member, meaning you have visibility of your family members health records, that you are viewing your profile within the MediRecords App. Head of Family status can only be granted when requested by the applicable parties to your health provider. They will then grant you access to your family members health records via the MediRecords App. Each family member, including yourself can be viewed as different profiles within the app.
  2. Restart your app. Perhaps due to your internet speed/mobile provider, your results have not been received yet.
  3. Call your health provider and ask them to check that they have shared your results with you, if they have, ask them to repeat the process – they may have marked your results as ‘Confidential’ accidently.
Will my templates be accessible i.e. Medical Certificates, Workers Comp etc

Yes, definitely. MediRecords has an ever-growing database of letter templates including treatment plans, WorkCover certificates, medical certificates, referrals, and health summaries. Making your own is easy, though if you need to create a new template or customise the content of a letter template, our Technical Support team can assist you with this.

Is my medical data safe in the cloud?

MediRecords offer an extremely high level of security and encryption that renders all data unreadable. Through extensive testing, we are confident MediRecords has adequate preventative measures in place to prevent security breaches. The cloud is much safer than having a paper trail – which many providers still have – and it’s also more secure than client-server systems for electronic medical records, that are extensively used in practices today.


You can rest assured that all MediRecords data is 100% hosted in Australia as per Australian Data Governance Laws.
If you decide to cancel your subscription at any time, your patient data is stored for six months. Throughout this time, you can request for your patient data to be exported and we will assist with this process.


Patients, your data is completely safe too! With bank-level security, and all data laws met, you can rest assured your healthcare information is in safe hands. Even though you have access to your health information via your device, it is not stored locally on your device, but in the cloud.

What support do you provide?

We have a highly skilled, Australian technical support team who are available between the hours of 8am – 6pm EST, Monday to Friday and can be reached by live chat (users only), email or phone. While all traditional support channels are available, we also offer remote support, meaning that one of our support team members can remotely access your screen to help guide you through any tasks you are having difficulty with.


MediRecords can also offer your practice training for all staff members who will be users of MediRecords.

How much does it cost?

Monthly subscription fees for providers are completely dependent on each clinic’s requirements. If we looked at a site with five full-time providers and one receptionist, as an example, the monthly subscription fee would be $360. All users receive the MediRecords App for patients free with their subscription. The drug database is included.


Subscription fees are billed on a monthly basis, with no contracts, and you can cancel at any time. Discounts apply to sites with more than five users.


If you’re a patient, it’s free!

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  Do you need help now? Email our Australian support team directly