Welcome to the BackClinic Help Center

Getting Started

A care center administrator must first register the center so its information can become visible to the public. We are very sensitive about the authenticity and credibility of care centers; therefore, we may ask you to provide documents before approving your center.

1. Open the application and tap the “Register Care Center” button.
2. Complete the form carefully using accurate information. Use the map to select the location of the center. The last four fields are related to the center administrator’s information.
3. Tap the “Register” button. A one-time password will be sent to your mobile phone, and then you will be redirected to the management dashboard. The dashboard is disabled on first login and will not become active until your center is approved by us.
4. Scroll down in the dashboard. You will see the “Document Management” section. In this section, you should upload a letter on the center’s official letterhead with the center manager’s stamp, introducing you as the center administrator. This document greatly helps speed up the approval process.

Managing Staff and Roles

After completing the approval process and purchasing a subscription, you can add center departments, supported insurance providers, doctors active in each department, and chat users for each department. Chat users can communicate with patients through our secure messaging system. Patients can search all of this information.

1. First, add your center departments by tapping the “Add Department” button.
2. Add the insurance providers supported by your center by tapping the “Add Insurance” button.
3. Add doctors who work at your center. Enter their specialty, subspecialty or fellowship, and contact information, such as office address and phone number. Be sure to select the correct department for each doctor, because this information is very important for helping patients find the doctor in the app.

Managing Chat Users

This is one of the most important sections. Here, you can add chat users. Please note that only users defined by the administrator in this section can chat with patients. Carefully decide which staff members in each department should respond to patients’ messages or calls. Doctors entered in the previous section will not be able to chat with patients unless they are also added here as chat users.

1. Coordinate with staff members who are willing to respond to patients’ calls and messages, and prepare a list of their information, including their role and department.
2. Tap the “Add Chat User” button.
3. Enter chat users’ information one by one and accurately. Pay close attention when entering the user’s role and the department where they work; this information is very important.
4. Save the changes and inform the staff members who have been registered as chat users. Each staff member must log in using the same phone number that the administrator registered for them in order to chat with patients.

Subscription and Payment

You can view the app status and the subscription expiration date at the top of the dashboard panel.

1. As mentioned earlier, the application is initially disabled. We review your center information and approve or reject it based on the accuracy and validity of the submitted information.
2. We may offer an initial free promotional subscription to early subscribers.
3. After the subscription expires, you will see a button that takes you to the invoice and payment link. You can also share this link with your center’s finance department.
4. Confirm the payment and wait for activation approval.

Account Registration or Login

After registration and login, you will be redirected to the app’s chats section. On this page, you can view your conversations with selected care centers. In the “Search” section, you can also use advanced search to find centers that match your needs and then start a conversation with them.

1. Open the application and tap “User Login”.
2. If this is your first time entering the app, tap “Register”.
3. Enter your phone number or account information.
4. Complete the verification steps. You will then be redirected to the main page of the application.

Search

In this section, you can perform an advanced search based on your preferred criteria. You do not need to complete every field or criterion.

1. First, define the geographic search area. You can enter the name of the city where you want to search, or tap “Use Current Location” to use your current location. You cannot use both options at the same time. If you choose “Use Current Location”, the found centers will be sorted based on their distance from you.
2. You can search using one or more of the criteria shown in the fields.
3. Tap the “Search” button to display the centers that match your search.
4. Select the desired center. You will then see that center’s departments. Select the department you need to view the active chat users in that department. Choose the user you want to contact. After that, you will be redirected to the chat window with that user. You can now write your message and tap “Send”. Sending images and files is also supported.

Messages and Notifications

In our messaging system, you can securely send and receive messages and files between yourself and the selected center. Please note that no one except you and the recipient can view or read the files or messages. Communications are end-to-end encrypted, and private decryption keys are kept only on your phones. Even we and our servers cannot access their content.

Very important note: if you delete the application, you will lose your decryption key and will no longer be able to decrypt previous messages. As a result, you will lose all of your previous messages. In addition, our servers do not store files and messages for a long time, and old items may be deleted from the server without prior notice. Please always save important messages and files in a secure location on your phone. We do not accept responsibility for the loss of your files or messages.

1. You can open the chat window in two ways. If you already have a conversation and want to continue it, go to the “Chats” section in the app and select the desired conversation. Otherwise, go to the search section and find the care center and chat user you want to contact.
2. If you receive a message while you are offline, you will receive a new message notification.
3. Tap the notification to view the full details.
4. If something seems incorrect, contact support.

Profile

Use this section to update your profile, invite friends, view user guides, receive support, and access privacy-related information.

1. Open the profile page.
2. If you want to change your profile information, tap “Edit Profile”.
3. Tap “Support” and describe the problems you have encountered while using the application and our services. We welcome your suggestions for improving our services, as well as reports of possible bugs or issues. Our response will be sent to the email address you provided within a maximum of one business day.
4. If you are a staff user or chat user, you will see the list of centers and departments where you have been registered.