Frequently asked questions

Is patient data safe?

Data is stored in the European Union, encrypted in transit and at rest, and is never used to train AI models without your explicit consent. Each clinic works in its own space: a patient, recording or document belonging to another clinic is not visible to you — it is not found at all. Inside your clinic, a doctor works on their own patients — or, if the clinic shares its patient roster, sees all of the clinic’s patients — and a clinic administrator sees across the clinic. Clinic administrators can also see who was shown a visit’s transcript and who played or downloaded its audio.

Med is built for GDPR obligations. KlusAI does not offer a Business Associate Agreement, and Med is not offered as a HIPAA-covered service — if your organization needs HIPAA coverage, speak to us before putting patient data into Med.

How accurate is the assistant?

No AI system is accurate all the time, and Med is built on the assumption that it will sometimes be wrong. Two design choices follow from that:

• Answers are grounded and cited. The assistant answers from your clinic’s records and uploaded documents, and points at the passages it used, so you can check them. If it cannot find support, it says so rather than inventing one.
• Nothing reaches a patient unreviewed. A generated consent document arrives as a draft with no printable file. Med marks what the document still needs, records where every value came from, and produces the printable document only after a clinician presses The fields are correct - create the document.

Transcription is the same story: it is good, not perfect. Where it tells voices apart, it only suggests who each speaker is, and the doctor can correct it. Read the transcript, and where a quote matters, check it against the audio.

What happens if Med gets something wrong?

You correct it, before signing. Fields are editable in the review step; a document can be regenerated or deleted and produced again; an unsigned document can be edited freely. After signing, a document is fixed — a correction means a new document at a new visit, which is the behaviour a medical record should have.

Med is an assistance tool. It does not make clinical decisions, and responsibility for the content of a document and for the care given stays with the clinician who signs. That is not a disclaimer bolted on afterwards: the product is deliberately built so a clinician is between every generated field and every patient.

Does Med diagnose, or decide whether consent is valid?

No. Med does not diagnose, does not choose or recommend a procedure, does not assess a patient’s capacity, and does not judge whether consent is legally valid. It records the conversation, checks it against the subjects Romanian law requires for informed consent (Legea 95/2006, art. 660(3)), drafts documents from what was said, and flags what looks missing. Every verdict it offers is advisory, and none of them block you from proceeding on your own judgment.

Med is not offered as a medical device and KlusAI makes no claim of clinical validation or regulatory approval for it.

What if the patient does not want to be recorded?

That is a normal path, and refusing has no effect on their care — the wizard says so to the patient. Consent to recording is a separate document from consent to the procedure, signed before any recording starts.

If the patient refuses, Med switches to a without recording session: you fill in the procedure’s intake checklist yourself, and the consent documents are generated from that instead of from a transcript. Everything after that — review, signing, translations — is identical. See Running a consent session.

What if the patient declines the procedure?

Declining has its own paperwork. If the conversation check hears a refusal, Med flags it and offers to produce the refusal declaration, filled from the visit with the diagnosis, the procedure and the consequences of declining, which you review and sign like any other document. A patient who refuses to sign anything is a different case again: the refusal minutes are signed by the staff member and two witnesses, and are filled in by hand.

Nothing switches tracks automatically — Med only suggests, you decide — and a mistaken refusal is reversible while no refusal document has been signed: delete any unsigned refusal documents, then withdraw the refusal. A patient who refuses after signing the consent can be recorded as such; the signed consent stays in the record and the refusal declaration is prefilled from the consultation.

Can I upload my own documents?

Yes, in two places for two purposes:

• Approved consent content takes clinical protocol PDFs, which Med drafts into consent wording for review and adds to your clinic’s clinical knowledge library, where they are searchable and available to the assistant and to consent-wording suggestions. See Approved consent content.
• Contracts and regulations — a clinic administrator can upload the clinic’s own versions (Word or PDF).
• A patient’s Documents tab takes per-patient PDFs (PDF only, 10 MB by default). These are indexed as patient data and stay inside your clinic. They are deliberately excluded from protocol suggestions, so a patient file can never leak into a template.

Your documents are visible only within your clinic and are never used to train AI models without your explicit consent.

In what language are the documents, and is the translation binding?

The signed consent document is always in Romanian; that is the legal act. When you start a session you can additionally ask for English, Hungarian or German, and Med produces an informative translation annex in each. An annex is never signed and never part of the consent flow — Med labels it “Informative translation only - the signed Romanian document is the legally binding version.” The one place a translation carries the patient’s signature is the audio-recording consent, where the same signature is applied to the Romanian act and to each translated copy so the patient can be handed a version they read.

The Hub interface itself opens in Romanian and can be switched to English from your profile.

Can the patient sign on paper?

Yes, per document. On screen, the patient signs on the display and Med seals the signature into the document electronically. On paper, Med gives you the document to print with a reference identifier and a QR code; the patient signs by hand, you photograph or scan every page, and Med binds the capture to the record after checking that the page count and the reference match and that the sheet was printed from the current version. The captured scan then is the signed document.

Whether a given signing method meets a particular legal or institutional requirement is a question for your own legal advisers; Med supports both so you can follow the rule your clinic works under.

What happens to the recording and the transcript afterwards?

The transcript and the conversation check are kept, deliberately: when you finish a consultation they stay on the visit page next to the signed documents, because the conversation is the record of what the patient was told. The transcript is also indexed into your clinic’s own knowledge library, marked as patient data.

The audio is kept for a limited time — by default one year from the day it was recorded, with no renewal when someone listens to it. After that the audio file is deleted and the visit says so; the transcript stays.

Everything is removed when someone deletes the visit — which deletes the audio, the transcript, the check and the visit’s documents together, with no undo — or when the patient record is deleted, which removes everything belonging to that patient. Archiving a patient deletes nothing. Download whatever you are obliged to retain before deleting either.

How do I report a problem?

Use Feedback in the Hub header, on any Med screen, to report a problem or send feedback; your page stays as it is. Describe what you did and what happened on screen — the form asks you not to write patient names, CNPs, phone numbers or any medical detail. You can choose to include technical details (the name of the screen, the app version, your browser and window size), never what is on the screen.

What does Med cost, and can we try it first?

There is no published price list — pricing depends on the clinic, so contact KlusAI for details and for the current pilot offer. A trial period is available.

Do not put real patient data into a trial before you have satisfied yourself about the data-protection arrangements; a demo with fictitious patients tests the workflow just as well.