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Manuals & FAQs

Download the CareConnections User Manual, CareConnections Kiosk Manual, and/or the CareConnections PAS Manual. You need Adobe Acrobat Reader to view.

Want to find out more about CareConnections products? Below are our frequently asked questions. You may also contact us by phone (844-638-1832), or complete a quick online form. For technical or system support issues regarding the CareConnections member site, please email support @ careconnections.com.

I am a new customer and I can't log in to CareConnections. Why?

Your username and a temporary password are issued to you via email when you first sign up with CareConnections. Username and password are both case sensitive, so be sure to turn off caps lock on your keyboard before entering username and password. The first time you log in, you are asked to create your own password. When creating your own login credentials, you should always write the information down and save it somewhere. Once you change your password, CareConnections support will no longer have access to your account password.

I can't remember my password. How do I change or reset my password?

There are two ways to change your password in CareConnections.

Click on the "Password Help" link on the CareConnections login page. Provide your username and email address (your username and email address must match what is stored in CareConnections). An automated message will be sent to this email address with a new temporary password. Logging in with the temporary password will give you a prompt to create your own password.

Once logged into CareConnections, you can change your password by clicking on the Manage User Account link at the top of the page. Clicking on this link will give you a prompt asking for your existing password and the new password value you wish to use.

My account is locked! How do I get back into CareConnections?

If your account is locked, you may either wait 20 minutes and try again, or you can use the "Password Help" link on the CareConnections login page. Provide your username and email address (your username and email address must match what is stored in CareConnections). An automated message will be sent to this email address with a new temporary password. Logging in with the temporary password will give you a prompt to create your own password.

Do I have to sign the Terms and Conditions Agreement and/or the HIPAA Addendum?

Only one user on your account has to sign the HIPAA Addendum (usually the primary account holder for whom the account was originally created), and the addendum will apply to anyone with a login under your account. Both primary account holders and any additional account holders you add after your first sign-in will have to agree to the Terms and Conditions agreement. If you do not accept these agreements, you will not be able to utilize your CareConnections account.

I misplaced my CareConnections User Manual. How can I obtain another copy?

Go to the CareConnections home page. Under Help/Support, select the Manuals & FAQs link. You can then click on the link to download a user manual.

I cannot access any documents from the CareConnections web site (User Manual, Outcomes Patient Worksheets, Satisfaction Surveys, Outcomes Reports.) What am I doing wrong?

To open and view forms or reports on the CareConnections web site, you must have a recent version of Adobe Acrobat Reader installed (version 8 or higher recommended). If you do not have this program, you may download a free copy from https://get.adobe.com/reader/. Follow on-screen instructions to download and install. Once Adobe Reader is installed on your system you will be able to access all forms and reports in CareConnections.

I just changed my physical and/or email address. How do I update this information in CareConnections?

When you are logged into your CareConnections account, review the list of links under the heading "Administration." Click on the "Clinic Information" link to update your contact information. If you need to update your name or email associated with your login, click on the "Manage User Account" link at the top of the page.

Why do I keep getting an error when entering or saving registrations?

CareConnections is designed to give you specific errors when data is entered incorrectly. These error messages are noted in red text next to the field with a data mismatch or at the bottom of the page. If you receive an actual page error, sign out, close your web browser, and repeat the operation. If you continue to experience the same error, email support@careconnections.com and list the steps that lead to the error.

What should I do if I have a patient with more than one diagnosis?

You should always try to choose a primary diagnosis for outcomes tracking. Some diagnoses, such as Cervical and Upper Extremity (e.g. Shoulder) or Lumbar and Lower Extremity may have linked symptoms, but your outcomes information will always be more reliable if you can limit the patient to answering questions for only one indication.

When you enter information on the CareConnections web site, you can indicate secondary anatomical group and secondary ICD-10 code. This gives us the needed indicator to know that the case dealt with more than one body area.

If you are unable to determine a primary diagnosis, you may have the patient answer additional questions from the Patient Worksheet. Scoring will differ (see "Scoring the Patient Worksheet" section of the user manual) for cases where more or less than 10 questions are answered. When entering these kinds of cases on the CareConnections web site, you will need to choose the Multi-Site problem area.

How many patient registrations do I need to enter to have a relevant data sample on my quarterly reports?

There is no exact number that determines a relevant sample of patients, but here are some guidelines. We suggest that a good goal to strive for is approximately 40-50% of your total patient load each quarter. The more patients you report in CareConnections, the more reliable the outcome results.

Since we only report on complete cases, we recommend that you use the CareConnections outcome tool with all of your patients so that you have a better chance of getting a good sampling of your overall patient load.

What is the deadline for Outcomes information to be entered in CareConnections?

Outcomes information is due to be entered by the 10th of every month. Anything entered after the 10th of the month at the end of a quarter will be reported in the following quarter.

When and where do I get my outcomes and patient satisfaction reports?

Reports are generated quarterly (every three months). Reports will be posted to the CareConnections web site no later than the 20th of the month following the end of a fiscal quarter. To access your reports, log in to your account and click on the appropriate link for Outcomes or Patient Satisfaction under "Reports." Select a reporting quarter from the drop down list to view available reports.

What is the deadline for Patient Satisfaction surveys to be submitted, and where do I send them?

Patient satisfaction surveys should be collected and mailed at the end of each month. Mail surveys to:

CareConnections
16083 SW Upper Boones Ferry Rd, Suite 300
Tigard, OR 97224

Surveys must reach us by or before the 10th of every month. Surveys received after the 10th of the month at the end of a quarter will not be reported on until the following quarter.

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