Vocera Ease FAQs
How does Ease work?
At hospitals that support using Ease to communicate with patients, caregivers, and family members, they can download the app for free from either the Apple or Android Store to their mobile device. Once the patient or caregiver has completed a short registration process, a secure connection is established, and they will soon begin receiving updates from the healthcare provider.
I cannot find Ease in the app store
Search “Ease applications”, scroll down, and look for the Ease icon. If the application is still not found in the app store, the phone may be too old to support the Ease app.
When will the invited friends and family receive the text invitation?
After the medical provider scans the Patient/Consenting Authority's phone at the hospital during registration, invited family and friends will receive an SMS text message inviting them to join Ease.
Can someone not in my contacts be added to receive updates?
Yes, click on the top of the invite screen where the names appear and manually enter in the phone number of the person you would like to receive EASE updates.
How come I cannot invite friends and families on an iPad or iPod?
To invite other family members to receive updates, you need a phone that has text messaging enabled.
Can I share the access code sent to me with someone else?
No, each access code sent out to a selected recipient must match that recipient's phone number to connect to the EASE session. Access codes cannot be shared.
Is the Ease app safe?
Vocera Ease uses 256-bit encryption to protect all communications transferred over the internet. This is the same level of security that banks and credit card companies use to safeguard information. Vocera Ease also abides by the same health care regulations (HIPAA and HITECH) that hospitals use to keep your protected health information safe.
How is the safety of Vocera Ease audited?
Vocera Ease conforms to the HITRUST CSF standard and is audited annually by independent third-party auditors covering the principles of Security, Availability, Confidentiality, and Privacy. Hundreds of thousands of security risk assessments are performed to ensure your data and privacy is protected at the highest levels.
Is anything saved on my device?
No. All texts, photos, and videos disappear after 60 seconds of viewing them. Nothing is saved on a device.
What if I get disconnected?
If you get disconnected:
- Please check your network/data connection. The app will automatically reconnect once you have an internet connection.
- You can also try to flick the app closed and reopen.
If you delete the Ease application while disconnected, once reconnected to the network, you will not receive updates until you connect to the application again using the code you originally received via text.
What happens if I miss an update?
Vocera Ease is dependent on a network/data connection. If used in a poor reception area, you may not receive updates, or the app may not work properly. Once your device reconnects to the Internet, you will receive any updates that may have been sent while you were disconnected.
Who will send the updates?
The hospital will designate a clinical staff member to keep patients and loved ones updated throughout a hospital stay or procedure.
Is communication 2-way?
Vocera Ease is a one-way communication from the clinician to the loved ones. Contacts can show their appreciation for the communication by sending back emojis.
Are the messages sent stored somewhere?
All Vocera Ease messages are either saved on a secure HIPAA compliant server or deleted at the hospital facility's discretion.
Can I change the types of updates I receive once it has started?
No. Once the session is started, all settings are locked, and cannot be changed.
Provider-specific FAQs
Does Vocera Ease require EMR integration?
No. Vocera Ease does not require integration with any hospital system to function. Optional integration with your EMR can occur as needed.
Is the Vocera Ease MD application MDM software compliant?
Vocera Ease works with all Mobile Device Management Systems such as Airwatch, Mobile Iron, and others.
Does Vocera Ease have Dedicated Customer Support?
Yes, our support team handles all customer support calls from your patients, their recipients, and your clinical team.
What if I forget my password?
Within the Ease MD app:
- Click "Forgot Password" on the Login page. Enter your work email address and hit submit. A link to create a new password will be sent to the email.
From a computer:
- You can reset your password at https://easeportal.com/password/request
I took a picture or video and the button is greyed out and I cannot send?
All photos and videos require a text message, so make sure you send a text explanation with each photo and video.
What if I forgot to sign out?
It is important to always sign out as that generates the survey on the families phone immediately. If you forget, Ease automatically logs you out after 3 hours of inactivity.
The family cannot download the app to their device?
The EASE app is only compatible with recent versions of phones. If the family has an older generation device, insufficient memory to download the app, or are having any other issues, loan them a hospital device (e.g. iPod or iPad) that has the EASE receiver app loaded.
The Ease app is stuck sending a message (continuous rotating sending bar)
This is likely due to a lost internet connection. Check your devices internet connection and, if functioning, simply close the app (Do not END THE SESSION) and reopen it. You should still be logged into that patient's Ease session. You may have to resend that update as it could have been lost due to the lost internet connection.
I’m still having issues and I need to contact support for help.
Contact support at 1-800-473-3971
Email support at vcsupport@stryker.com
