Connecting aged care providers with software solutions that provide tangible benefits is what drives the iCareHealth team. Our integrated solutions are developed to help residential and community care providers ease the burden of market challenges, and improve organisational efficiency, staff productivity and delivery of care.
iCareHealth’s range of aged care software helps community and residential care providers to greatly improve productivity, maximise funding opportunities, reduce compliance risks and importantly, enhance the quality of care services.
Our friendly iCareHealth Helpdesk team are standing by to help you. You might also like to read through the most Frequently Asked Questions below.
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iCareHealth is unable to recognise your username and password combination. Please speak to your onsite manager so they can organise an administrator to resolve the matter for you. For security reasons, iCareHealth is unable to check or reset personal usernames and passwords.
Please speak to your onsite manager so they can organise an administrator to resolve the matter for you. For security reasons, the iCareHealth Helpdesk is unable to change any users’ access or permissions to the iCareHealth system.
This problem usually relates to the compatibility of your Internet Explorer browser. You will need to change the compatibility view mode of the browser. This can be done by going back to the iCareHealth login page and looking at the address bar in the top of your browser. At the end of the address bar, you should see an icon that resembles a little page torn in half. Click on this and the icon will change from grey to blue. Try to login once again to iCareHealth and the issue should be resolved.
You may be using an unsupported web browser. iCareHealth currently supports Microsoft Internet Explorer V 5.5 or higher. Browsers such as Google Chrome, Mozilla Firefox, and Safari are not supported. Consult with your internal IT support to ensure you are running Microsoft Internet Explorer
Usually when this occurs, there is a problem with your computer’s connection to the iCareHealth server. You should raise this issue with your manager or internal IT support.
Once you have logged into iCareHealth, the Help and Training Manuals can be accessed by clicking on the question mark icon in the top, right-hand corner in the iCareHealth header.
This is typically caused by a pop-up blocker in Internet Explorer or the Google toolbar.
To check Internet Explorer: Go to the Menu Bar and click on Tools > Pop-up Blocker > Pop-up Blocker Settings. Add the URL address for your iCareHealth production environment and click Add.
To check Google Toolbar: Disable the toolbar. To do this, right-click on the Google Toolbar and de-select Google from the list of toolbars that appear.
You will now be able to view these items.
This is usually because there is not a direct match between the name used by the pharmacy and the name saved in iCareHealth. To resolve this, remove part of the pre-populated name or DOB details and hit the search button to broaden the search criteria until it finds the correct resident. Then click Link Profile.
This happens because iCareHealth Mobile has not had an opportunity to synchronise with that data from the iCareHealth server. To resolve this, first ensure you are online with iCareHealth Mobile and then hit the refresh button. This forces all data to be properly synchronised between the iCareHealth server and iCareHealth Mobile.
Pharmacies may inadvertently have two identical medications created in their system for a particular resident. Your pharmacist will be able to remove the duplicate medications on the profiles.
iCareHealth Mobile will not display any medications for the resident if there is an anomaly on the medication profile. This anomaly will be highlighted in red on the medication profile in iCareHealth. Open the resident’s medication profile in iCareHealth and look for the message in red that highlights the discrepancy in dosage units or dosage times.
Please contact the pharmacy to have the discrepancy corrected. Once the changes are completed by the pharmacy and updated to iCareHealth, the profile will appear on iCareHealth Mobile.
iCareHealth Mobile may not have had the chance to receive the updates from the server. To synchronise the data between the iCareHealth server and the mobile unit, please ensure that the unit is online and hit the refresh button on the menu. This forces all data to be synced between the iCareHealth Server and the iCareHealth mobile unit.
We’re standing by, ready to help you with your enquiry. Contact us by phone, fax, email or online form.
For residential support, contact the iCareHealth Residential Helpdesk:
P: +613 9652 8100
For home care support, contact the iCareHealth Home Care Helpdesk on:
P: +613 9652 8189