Question 1

How do documents actually get in?

Accepted Answer

Your practice gets its own twodo email address. Reception forwards referrals to it — or sets a one-time auto-forward rule — and fax lands the same way via fax-to-email. Drag-and-drop works too. There's no IT project and nothing to install.

Question 2

What if it matches a document to the wrong patient?

Accepted Answer

It won't guess. Only exact-identity matches (like an NHI) file automatically; near-matches become a one-click confirm for your team, and anything ambiguous goes to a review queue with the original document side by side. Our shipped accuracy bar is zero wrong-patient filings — a wrong match is a clinical incident, and we treat it that way.

Question 3

What happens with scanned faxes and bad photocopies?

Accepted Answer

If twodo can't read a document confidently, it lands in the review queue exactly as it arrived — flagged, never guessed into a patient record. Your team handles it the old way and twodo learns from the correction.

Question 4

Does it write into our PMS?

Accepted Answer

Bookings write straight into Cliniko and Gensolve today; document filing into the record is on the roadmap and will be built with our pilot practices. Without a PMS connection you still get the full sorted queue, patient matching, chasing, and a task list — your PMS always stays the source of truth.

Question 5

Is patient data safe?

Accepted Answer

Documents are encrypted in transit and at rest — originals are stored in Australian data centres today, and we're moving the rest of our hosting to Australia as we complete the migration. Every automated document action is written to an audit trail you can inspect, NHIs never appear in links or logs, and your documents are never used to train AI models. Built for the Privacy Act 2020 and the Health Information Privacy Code.

Question 6

What does it cost?

Accepted Answer

Founding practices run free while we work hands-on with your team — in exchange for honest feedback and a case study. After that it's $390 a month flat — unlimited documents and team seats, no contract, switch off any time. Self-serve signups get 60 days free.

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