| FAQ (Frequently
Asked Questions) |
| Customer
Satisfaction |
Does your company have a quality assurance program?
Yes. Our Quality Assurance Program is a proactive process which provides
the Quality Control reviews of all transcription work prior to its return
to the customer. In addition, we constantly monitor the quality of our
processes and procedures. At Acusis, we are continuously seeking ways
in which we can improve our performance. |
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What is your
company's policy for handling customer complaints?
Acusis takes quality customer service very seriously. If an issue arises,
we can be notified through our centralized toll-free customer support number,
which is answered 24/7. Non-critical issues can be sent via e-mail. Once
we are informed of the problem, whether it is technical in nature or involves
transcription production, we will take the necessary steps to quickly reach
a solution and resolve the issue. |
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I understand
that different companies count and bill lines in different ways, how
do you count invoiced lines?
At Acusis, a line is based on a 65 character count. A character
is defined as a letter, number, space, symbol and/or a function
key. For instance, capitalization and underlining are charged
as 2 characters. There is no character count for bold on or bold
off. Our line count is firmly established, and not subject to
deviation. For more information on Acusis Pricing Methodologies Goto...
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How long do you retain client files?
Acusis retains all voice and transcribed files in our database for one
year; however, clients may make arrangements for longer storage periods
if required.
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Can I listen to my recording after I complete my dictation?
Yes. Immediately after uploading the recorded voice files into our system,
any user with AcuSuiteSM software
and access control via password, may access his/her reports. Additionally,
the user may, at anytime, check reports for on-line status of sent, received,
not signed and/or signed status.
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Do you subcontract your services?
No. All of our transcriptionists, editors, Quality Control/Assurance
personnel and software personnel are Acusis associates. |
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Can I access my files from home?
Yes. AcuSuiteSM e-Transcribe
allows you to access your files from any online computer with SSL security
and access control via password entry. Users may listen to their dictation,
or view their written transcription.
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| Transcription
Security |
Do you comply with HIPAA
regulations?
Acusis meets all current HIPAA regulations. In fact, we actively monitor
new HIPAA regulations that are in review and development. |
| |
What is HIPAA?
Congress passed the Health Insurance Portability and Accountability Act
(HIPAA) defining regulations to protect the security and confidentiality
of electronic health information. Clinics, doctors, hospitals, and insurance
companies must meet compliance by April 14, 2003 or face severe civil and
criminal penalties. More information can be found on our HIPAA
Page. |
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What can I do to comply with
HIPAA?
Acusis Customer area contains current information, links to related information,
HIPAA equipment recommendations, and e-mail notification of security alerts. |
| Telephone
Dictation |
What hours does your system
operate?
The Acusis system offers 24 hour/day - 7 day/week - 365 day/year coverage
with better than 99% up-time. |
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How many simultaneous users
can your system handle?
Acusis has the ability to expand capacity to serve an unlimited number
of users. We also guarantee no "busy" signals for all of your
contract users. |
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Can I dictate
from a cell phone?
Yes - Absolutely.
Any touch-tone capable phone that can access the 1-800 number provided
by your contract will allow complete capture of voice data and management
of previously submitted voice files. Of course voice quality is dependent
on line quality. You will be notified if voice quality needs adjustment
for transcription. |