Frequently Asked Questions

If you don’t see something you think should be in our FAQ’s, get in touch!

What happens if the internet goes down?

CareSuite communicates over the internet to send and receive data.  This allows CareSuite to protect and save your critical data in a secure off-site location.  When the internet goes down, CareSuite will suspend activity until the link is restored.

CareSuite includes the MedAssure feature.  This feature provides the capability to continue with the med pass even when the internet communication link is broken.  When the communication link is restored your data is re-synced and updated providing assurance that your MAR is accurate.

Our product provides both the Pharmacy and Facility the ability to communicate and provide real time updates for resident medication information.  The Pharmacy Partner automatically passes new order information assuring that medication information is always up-to-date.

Where is my data stored?

Your data is stored on one of our server farms located around the country. These servers are housed in secure data centers that offer world class speed, reliability and security.

Is my data backed up?

Yes. At any given time, there are multiple copies of your data. The CareSuite server farm provides the high protection of mirrored servers so that there is real time data duplication.  In addition, backups of the mirrored servers are created every 15 minutes.

In addition, the data is stored locally on your computer.

How long do you keep my historic data?

We keep your data for up to six years, depending on the latest data retention standards set forth by various regulatory agencies. HIPAA states that medical records must be retained at least six years, and at least two years after the death of a patient.*

*Source: Centers for Medicare and Medicaid Services, and

Are you HIPAA Compliant?

Yes. We comply with all the requirements set forth in the Health Information Portability and Accountability Act of 1998.

Is the data encrypted?

Yes.  All data transmitted over the internet is encrypted using 256 bit encryption technology according to industry best practice.

Is CareSuite approved for use in my state? My country?

Most states do not have rules specifically addressing the use of electronic MARs. The traditional paper MAR is almost universally used across the country and internationally. CareSuite mimics the behavior of the paper MAR while offering substantial improvements. When you print the MAR for a survey, it will have all the information the surveyors are accustomed to seeing on a traditional MAR, and as the use of eMARs becomes more common, state surveyors are becoming accustomed to completing their surveys using electronic records.

However it is the responsibility of each customer to confirm that CareSuite satisfies their local regulatory requirements.

On how many computers can I legally install CareSuite?

There is no limitation to the number of computers on which you may install CareSuite. Your subscription is based on the total number of beds served.

Can I even install it at home, to see what is happening with the med pass?

Yes. This can be a very useful feature for those organizations that allow for home based work. Based on your organization’s approval, just install it as you did at work, by following the link. Then login as you would at work.

What kind of support do you offer?

We provide software support via telephone, live chat and email Monday through Friday from 7:00 AM to 7:00 PM Mountain Time.  Our Customer Support Portal provides an extensive searchable knowledge base and live support chat.

Customer Support Portal

Phone support: (888) 340-9866  option 2


Do you currently have an interface to my pharmacy software?

Click here to see a list of pharmacy software products we currently interface with.

What hardware do I need to get started?

Click here to see our minimum requirements for hardware and software.

Do you have marketing materials so I can help my facilities to understand the benefits of CareSuite?

Yes. We are happy to provide you with brochures, demo CDs and web links to marketing material. We can even help you with an on-line demonstration of CareSuite.

Does CareSuite have an interface with any LTC Facility Management systems?

Yes.  In addition to interfaces with Pharmacy systems, CareSuite interfaces with some resident care management programs. Click here to see a list of these interfaces. Other systems will be added over time.

Is training available for CareSuite?

CareSuite users will get up to speed by using our on-line training videos. These can be viewed at any time as often as desired.

On site training is also available for an additional fee.

What if I need help buying and setting-up my computers, network, firewall, etc.?

We encourage facilities to work with a qualified IT provider to set-up your network, firewalls, anti-virus, security, etc.  We have an alliance with PrimeCare Technology, as specialist in IT in the health care setting. They can take care of all your system needs. Go to their website at  to learn more.

Once you have the desired configuration in place, we will assist the facility and the pharmacy with installing CareSuite and the pharmacy interface.

Can CareSuite be used with a touch screen computer?

Yes, CareSuite is specifically touch screen enabled. Facilities may choose to allow Caregivers to operate CareSuite with a mouse, a touch screen or a barcode scanner. For touch screen operation, users typically use a stylus, but often may use just a finger to operate a touch screen enabled laptop.  A touch-screen enabled ultra mobile PC can provide even greater mobility where desired. Most caregiver tasks require minimal data entry, while most data entry and administrative tasks are done at a separate desktop computer by an administrator.