Last updated: April 9, 2026
Frequently Asked Questions
Everything parents, providers, and practice staff need to know about WellCub.
Security
How does WellCub protect my data?
WellCub is designed with healthcare data security as a priority. We implement technical safeguards including AES-256 encryption at rest, TLS 1.3 encryption in transit, row-level database security, full audit logging, and automatic session timeout after 15 minutes of inactivity. We are working toward full HIPAA compliance.
Who can see my child's health information?
Only you (the registered parent/guardian) and your child's authorized treating providers and administrative staff can access your child's health records. Access is enforced at the database level using Row-Level Security (RLS). All access events are logged in a HIPAA-required audit trail. We never share PHI with third parties, advertisers, or other parents.
How secure are my messages to the doctor?
All messages are encrypted in transit (TLS 1.3) and at rest (AES-256). They are stored in a secure database with row-level security — only you and your designated provider can read your messages. Sessions auto-expire after 15 minutes of inactivity. We never read your messages for advertising or analytics.
What happens if there is a data breach?
We take data security seriously. In the event of a breach, we will notify affected users promptly in accordance with applicable laws. Our audit logging system tracks all data access events so we can identify and respond to security incidents quickly.
Messaging
Why is WellCub better than the portal I currently use?
Most legacy patient portals (eClinicalWorks, MyChart, healow) were built in the 2000s and designed around desktop workflows. WellCub is built for parents who need fast answers on mobile. Key differences: real-time unread notifications for providers (not just email), urgency flagging with visual priority, 48-hour post-visit check-ins, direct replies visible in a threaded conversation — not buried in 'appointment messages'. And we built for pediatrics specifically, not as a one-size-fits-all system.
What happens if I don't get a response?
Providers aim to respond within 4 business hours. If you mark a message 'Urgent,' it's flagged and highlighted for priority review. However, response times are not guaranteed — WellCub is not an emergency service. If you cannot wait, call your provider's office directly. For emergencies, always call 911.
Can I use WellCub for emergencies?
No. WellCub is not an emergency service. If your child is having a medical emergency, call 911 or go to your nearest emergency room immediately. For after-hours urgent (non-emergency) concerns, call your practice's after-hours line. For Poison Control: 1-800-222-1222.
Is my data sold to third parties?
Absolutely not. We never sell your data. We never share your information with advertisers, data brokers, or any third party other than your child's treating providers and our secure infrastructure vendors. This is a core commitment of our platform.
Appointments
How does appointment booking work?
Browse real-time available time slots from your child's provider. Select your visit type, choose a slot, add any notes for the provider, and confirm. You'll receive an email confirmation with a calendar invite (.ics) that works with Apple Calendar, Google Calendar, and Outlook. Slots are reserved atomically — no double-booking is possible by design.
Can I cancel or reschedule appointments?
You can cancel appointments through WellCub up to the cancellation window set by your practice (typically 24 hours before the appointment). Cancellations within that window must be done by calling your practice directly. Rescheduling: cancel your existing appointment and book a new slot. Late cancellation fees are set by your practice, not WellCub.
What is the waitlist and how does it work?
If your preferred provider has no available slots, you can join the waitlist for a specific visit type. When a cancellation creates an opening, the practice's front desk staff will notify you by email. You'll have 24 hours to book the slot before it's offered to the next patient. You can track your waitlist status in the Appointments section.
Can the front desk book an appointment on my behalf (phone-in)?
Yes. Reception staff can book appointments on behalf of parents who call in. The appointment will appear in your WellCub account and you'll receive a confirmation email. This is exactly what happens when you call your practice — the difference is it's now tracked in your portal in real time.
Children & Records
How do I add multiple children?
Go to My Children in the sidebar and tap 'Add Child.' You can add as many children as needed under one parent account. Each child has their own profile, health records, appointments, vaccine tracker, and growth chart.
How do I update my child's information?
Go to My Children, select your child, and tap Edit. You can update allergies, blood type, gender, and other profile information. Medical records (diagnoses, visit notes, medications) can only be entered by your provider — this is a HIPAA requirement.
How do I access my child's vaccine history?
Tap your child's name in 'My Children,' then select the Vaccines tab. Your provider adds vaccine records after each administration. If records are missing, contact your practice — they may need to import historical records from your previous EHR.
What is the 48-hour check-in?
After a sick visit, WellCub automatically sends you a check-in email 48 hours later asking how your child is feeling (a 5-point score plus optional notes). If you report a low score, an urgent message is automatically sent to your provider. This replaces the manual follow-up call that most practices can't scale.
For Practice Staff
What can reception staff do in the Admin Portal?
The Admin Portal (/admin) is designed for front desk and administrative staff. Staff can: view the full daily schedule across all providers; check in patients on arrival; book appointments on behalf of parents who call in; manage the waitlist (notify patients when slots open); search all patients by name or phone; and configure practice settings.
Who has access to patient records at the practice?
Access is role-based. Treating providers (doctors, nurses) have full clinical access to their patients' records. Administrative staff (reception, billing) can see scheduling and check-in data, and parent contact information needed for care coordination — but have limited access to clinical notes. All access is audit-logged and can be reviewed by the practice's HIPAA Privacy Officer.
How does the waitlist notification work?
When a cancellation creates an open slot, reception staff see it immediately on the schedule. They can click 'Notify' next to the top waitlist entry for that provider and visit type — this sends the parent an email with a direct booking link. The slot is not auto-reserved; the parent must book within 24 hours.
Can I import an existing calendar?
Yes. Providers and admins can upload a .ics file (exported from Google Calendar, Apple Calendar, Outlook, or another EHR) directly into a provider's schedule. The importer parses each VEVENT, skips past-dated and cancelled events, and rejects any slot that overlaps an existing one. Use the Import Calendar button on the Schedule page.
How do I switch between Day, Week, and Month views?
On the Schedule page, use the Day / Week / Month pill buttons at the top. Day view shows a full hourly timeline with patient names on bookings, Week view shows 7 compact columns (hover any booking for a detail card), and Month view shows booked counts per day with a click-to-drill-down into that day.
Can I get reports without exposing patient names?
Yes. The Reports page under /admin/reports shows totals, per-provider counts, appointment-type breakdown, slot utilization, and daily volume — all de-identified. No patient names, notes, phone numbers, or any free text is shown. Every report run is audit-logged.
For Providers
How do I set up SMS / email alerts for new messages?
Open provider Settings → Notifications. Toggle email and SMS independently, add a mobile number (country code required), and choose which message urgencies you want to be notified about (Urgent / Soon / Routine). Alerts never contain patient names or message content — only 'you have a new message, open the app to view'.
How do I mark an appointment as completed or no-show?
Open the appointment card in the Day view. Once the appointment start time has passed, Completed and No-show buttons appear in the detail dialog. Both transitions are audit-logged and flow into the admin Reports page.
Onboarding
Is there a product tour for new users?
Yes. On first login, a role-specific walkthrough auto-starts (parent, provider, or admin). You can restart it any time by clicking the Help icon in the header bar or the Replay tour button at the bottom of the sidebar. The tour dims unrelated UI and points out the feature for each step.
Account & Support
How do I reset my password?
On the login page, use the 'Send Magic Link' button to sign in without a password via a one-time email link. If you prefer a password reset, contact hello@wellcub.com. Magic links expire after 1 hour for security.
How do I delete my account?
Email hello@wellcub.com with subject 'Delete My Account.' We will delete your account data within 30 days. Note: medical records may be retained as required by Florida law (7 years from last entry; until age 25 for minors).
What browsers and devices are supported?
WellCub works on all modern browsers: Chrome, Safari, Firefox, and Edge. It's fully mobile-responsive for iPhone and Android. You can add it to your home screen from Safari (iOS) or Chrome (Android) for an app-like experience (PWA — no App Store required).
Who do I contact for support?
Technical issues: hello@wellcub.com. Privacy & HIPAA questions: hello@wellcub.com. Legal/BAA: hello@wellcub.com. For urgent clinical concerns, always contact your provider's office directly — we respond to support emails within 1 business day.
Still have questions?
We're here to help.
Parents & patients: hello@wellcub.com
Privacy & HIPAA rights: hello@wellcub.com
Practice onboarding & BAA: hello@wellcub.com