FREQUENTLY ASKED QUESTIONS

CONTENTS

  1. General

  2. Pricing

  3. Subscription

  4. Cancellation

  5. Security

  6. Use

  7. Set up

  8. Uploading records

  9. Troubleshooting

  10. AI and security

  11. Accessibility

  12. Compliance

GENERAL

  • No. Your GP will only have information provided by you or that is specifically copied to them or created by them. Specialists and hospitals do not always send information to your GP. Blood tests ordered by a specialist or other provider will often not be copied to your GP, even when asked. Most specialist visits after the first introduction are not copied to your GP. It is unlikely that your GP will have all of the specialist’s doctors notes. 

  • No. Your NHI number currently has no function or use, other than to collate medical information about you that is generated by your local DHB hospital. It has no use in terms of data retrieval outside your local DHB. 

  • Medical records are saved in their original form and stored securely on the App with a clear record of their source. Your medical team will always verify key information relevant to treatment/assessment.  

  • Absolutely. You can use the App anywhere in the world as long as you are able to access roaming data or WiFi. We are planning to incorporate a translation function into the App in the future. Your health summary, medications, and key information will be translated into commonly used foreign languages.

  • Yes absolutely. Moving within New Zealand will have no impact at all. Moving to a new country may require an update to your payment method. 

PRICING

    • For users 16 years and over $3.99 (incl GST) a month.

    • Children under 16 years are free when linked to an adult account.

    • There is a limit of three child accounts for every family account.

    • No there is no minimum period

  • Subscribe for 12 months - get the first month free.

  • No it does not. You can give your spouse/partner access and, for example, your adult child access.  

SUBSCRIPTION

  • Go to the Apple Store or Google Play Store and download the App.

  • Pay Monthly/Yearly in advance.

  • Change your credit card details in the Apple Store or Google Play Store. 

CANCELLATION

  • Yes. Cancellation will be effected on the first day of the next billing cycle. So if you pay monthly, you can cancel any time before the start of the next month. e.g. subscription is charged monthly in advance. For example, if you join on 15 June you will be charged $3.99 immediately. This will provide you with access to the App from 15 June - 14 July. On 15 July you will be charged for the next month. If you decide to terminate on 28 July, you will continue to have access to the App until 14 August and you will not be charged the next instalment on 15 August. You can rejoin at any time. 

  • Your information will continue to be stored in the App. You will continue to have read only access to your Health Summary. You will not be able to access other screens, upload or download your data, search, share, update or give other users access to your information. Your information will continue to be stored securely on the App for 6 months.

    You can re-activate at any time and regain full access to your saved data. If you don't re-activate within 6 months your information will deleted from the App. 

  • No. Cancellations are effected on the next schedule payment date. You will continue to have full access to the App until this date. 

  • You will continue to have read only access to your Health Summary for 6 months. You will not be able to upload, download, update, share or search. Your account will be deleted in full if you do not re-activate your account within 6 months. 

SECURITY

  • Closed circuit means our AI was created by us and is contained within the App. It is not open source, like ChatGPT or Gemini, such that it does not access information from or share information with the internet. It is restricted solely to your account and operates within the tight security constraints of the App. Your data cannot and will not be shared outside your App – it is available only to you. Only you are authorised to share your data. 

    • End-to-End Encryption: All health data is encrypted from the moment it is collected to when it is viewed or shared, ensuring that no one can access your information without your consent. 

    • Data Privacy Compliance: The App adheres to the strictest standards for data protection, including under New Zealand law, HIPAA and GDPR to safeguard your health information. You can find more information below. 

    • User-Controlled Permissions: You have full control over who can access your data, including healthcare providers, family members, or other third parties. 

    • At mA.I Health™ we are committed to protecting the privacy and security of your health data. Therefore we designed the App to meet some of the world’s most stringent health data protection requirements, the US Health Insurance Portability and Accountability Act (HIPAA) and the EU General Data Protection Regulation (GDPR). 

    • HIPAA Compliance: HIPPA is a U.S law designed to protect the privacy and security of personal health information. As a health data management platform, we ensure that all personal health information is handled according to HIPAA standards, maintaining strict privacy protections, secure data transmission, and robust access control measures. 

    • GDPR Compliance: GDPR is the European Union’s data protection legislation. We adhere to GDPR guidelines, giving you full control over your data and how it is shared, ensuring transparency, and providing the right to access, correct, or delete your personal data. 

    • The App utilises the infrastructure and services that AWS has built to be HIPPA compliant and we have implemented proper access controls and encryption to meet AWS’ requirements. We have also ensured that our applications and operating systems are secure. Our encryption protocols and access controls also meet GDPR requirements.  

  • Your health data will be restored when you set up a new device. If you are very concerned about the privacy of your health data you can contact us and ask us to delete all your health data off your App. We cannot reinstate this data when you set up your device. 

USE

  • See the User Set Up guide on the website.

  • There are two options. 

    • Auto-populate Function – we request your records from your Provider on your behalf and upload them to your App upon receipt, or you request your records and then forward them to us. Before you use this function, you need to set up your Care Team. This can be found within the My Records page. Follow the prompts and repeat for each relevant medical Provider who holds your records. Once you have set up your care team, the Auto-populate Records toggle can be found at the bottom of the Summary page. Again follow the prompts. You can amend the pre-text email and select which email account you wish the request to be made from.

      If your Provider sends the records back to you but does not copy them to infocollect@maihealth.app as requested, you can forward them directly to us at infocollect@maihealth.app and we will upload them for you. You will need to include the unique code from the original information request email and the Provider name in the subject line. This ensures your records are correctly identified and filed.

    • You collect and upload your records yourself -The App will prompt you through this. You can upload your records as photo's, or documents (PDF preferred format) and save however is easiest for you. We recommend saving by Speciality but you may prefer to save by year or date. We recommend saving your historical information as a single document for each Provider eg GP pre 2025 or by year GP 2000, GP 2001 GP2002 and so on. Once you have the App set up, any new doctor visits/appointments can be saved individually as visits - the App will prompt you when saving to choose between saving as document or a visit. 

  • Yes, however we recommend smaller batches of 2-3 files if they are large files. You can try up to 6-7 files at once for smaller files. The App will post an error code if the files are too big for multiple record uploads.

  • Under the Privacy Act and Privacy Code in NZ all healthcare providers must disclose your personal information to you upon request. We recommend you use the following format when requesting your records.  

    For auto-populate function: 

    Hi Dr X/Specialist, 

    I have signed up to the mA.I Health™ app and I am consolidating all of my health records across all of my healthcare providers. I have authorised mA.I Health to collect all of my health data from you.  

    Please send all of my health records  [including vaccines, blood work, scans, test results, doctor’s notes and all correspondence] held by your practice/clinic as a pdf to infocollect@maihealth.app (cc’d above) with the unique code in the subject line.

    This request is made in accordance with the Privacy Act 2020. 

    Thank you for your help. 

    Regards, 

    [xxxxx] 

    Or

    For uploading to the App yourself: 

    Hi Dr X/Specialist, 

    I am consolidating all of my health records across all of my healthcare providers.  

    Please send all of my health records  [including vaccines, blood work, scans, test results, doctor’s notes and all correspondence] held by your practice/clinic as a pdf to me by return email.

    This request is made in accordance with the Privacy Act 2020. 

    Thank you for your help. 

    Regards,

    [xxxxx]

  • Yes absolutely. Moving within New Zealand will have no impact at all. Moving to a new country may require an update to your payment method. 

  • If you use the suggested request format, your Provider will be obligated under Privacy laws to give you copies of your complete medical history.  

  • The App allows you to share your files with whomever your choose. You just access the information you want to share and select the share icon.  

  • You can set up Invitees who will have full access to your App. Select the more button at the bottom right of the Summary screen, then select Settings, then Account Management. Scroll down until you see Invitee. Add the email address of anyone you want to have access to your App. See the User set up Guide link above for more information.

  • Select the more button at the bottom right of the Summary screen, select Settings, then Account Management, select Add another account and follow the prompts. Note you will need a separate email for each child to set up an account for them. Once you have created your child’s account, go to Account Management while inside their account and set yourself up as an Invitee. This ensures you can access and switch between your account and theirs easily. See the User set up Guide link above for more information.

  • Our AI was created by us and is contained within the App. It is not connected in anyway with any other AI Chatbots. It is not open source, like ChatGPT or Gemini, such that it does not access information from or share information with the internet. It is restricted solely to your account and operates within the tight security constraints of the App. Our AI does not search the internet for answers to your queries. Your data cannot and will not be shared outside your App – it is available only to you. 

    • When you upload your medical records/information, the AI reads/scans the document before saving to your App. This allows the AI to then recall any information contained within your saved files. For example, you save your vaccine history but forget or didn't realise you had a tetanus vaccine that was detailed in your saved GP files. You search "when was my last tetanus vaccine", the AI will respond "your last tetanus vaccine was on 14 November 2017." and provide a link to the document confirming those details. Or, you recall you had hip surgery more than 10 years ago but can't remember the exact date or who the doctor was. Search Hip Surgery and the AI will bring up links to the documents detailing that surgery. 

    • The functionality of the search will improve as we grow and ultimately will be a verbal prompt with the ability to respond to basic queries like "can I take ibuprofen given my current medications". On launch it will be a more simple search function as we continue to train the AI within the secure closed circuit. 

  • Not currently. This is a feature on our development list that we are working on to release as soon as we can. 

     

SET UP

  • Setup time depends on how much information you have, but getting started with your profile and key details is quick and straightforward.

  • You can upload information yourself or use our auto-populate feature to help streamline the process.

  • Auto-populate lets you request records directly from your provider. When they send your information using your unique identifier, the app will automatically upload and file it under the correct provider.

  • Start with the information that will be most useful. For example, records related to a current condition, medication, treatment, or ongoing care.

  • Yes. You can use the auto-populate feature to request and receive records directly from your providers. More information on how to auto populate can be found here.

  • You can take a photo of your paper records and upload them to the app.

UPLOADING RECORDS

  • Yes. You can create folders for different providers and upload any reports or records you receive, keeping everything in one place.

  • You can upload any information you feel is relevant to your care. This may include specialist letters after each visit, as well as more detailed reports prepared periodically by therapists.

  • These video shows you how to upload documents.

  • After each visit, you can ask your provider to email you a copy of your records. You can then upload these to the app for secure storage, easy search, and sharing when needed.

  • You can use search (or AI search) to find the record you need. Once open, select the share icon and choose how you’d like to send it (e.g. email or message).

  • Yes. You can choose to share specific records as needed. If you invite someone to access your account, they will have full access to your records.

TROUBLESHOOTING

  • If you save or store your health data across multiple devices you will need a cloud storage platform like Google Drive, OneDrive, Apple iCloud or Dropbox to access your data and upload it to the app. If you don’t use a cloud storage platform you will not be able to upload all of your health data to the app on your phone because your files are not automatically synced or accessible across devices. For example, if you save your health data on your desktop on your laptop you will not be able to transfer the information to your phone easily.

  • The upload is very quick. The ‘loading’ time is actually AI scanning your records e.g., for medications, contra-indicators, for potential search requests.

  • The reason is for security reasons. Our App is timed to log you out if there has been inactivity on the App for a period of time. This is similar to what happens with your bank app. 

AI AND SECURITY

  • You. When your data is uploaded, it is encrypted and cannot be accessed or viewed by m.AI Health.

  • No, mA.I Health does not see and it cannot access your health information. Your data is encrypted once it is uploaded to the app.

  • No. Your data is not used to train our AI or shared with third parties. m.AI Health operates a closed-system AI, meaning your data stays secure and is not shared outside the app.

  • No, AI helps power key features in the app, making it easier to view and understand all aspects of your medical information. It securely processes your data when you upload it to create your summary, medications list, and enable search.

ACCESSIBILITY

  • English is currently the primary language, however we are working to introduce additional languages.

  • The upload is very quick. The ‘loading’ time is actually AI scanning your records e.g., for medications, contra-indicators, for potential search requests.

  • Yes. We provide step-by-step video guides to help you get started here. There is also an auto-populate feature that can request records from your provider and upload them directly to the app. If you need further support, you can contact us at any time at enquiry@maihealthapp.co.nz

COMPLIANCE

  • Yes. The app is designed for use within the New Zealand health system, but it can also be used anywhere, including when travelling.

  • GP portals and other health platforms typically only show part of your health information, such as GP notes or selected records. mA.I Health allows you to bring all of your health information together in one place, giving you a more complete view that you control and manage. In other words, GP portals will not include all of your specialist files, hospital discharge notes, dentist records, nutrition plans, physiotherapist treatment plans and other providers that you see that don’t involve a GP.

  • We are actively working with healthcare providers to improve how information is shared with you. You are entitled to access your health information, and the app helps make it easier to collect, store, and manage that information in one place.