NS - Knowledgebase

ChartPro is set up once and then largely left alone. The work is deciding what your chart notes should contain and in what order, which is done from ChartPro Administration.

How a note is put together

Three things stack up:

• A section is one of the five parts of a note: Subjective, Objective, Assessment, Plan and TxPlan. These are fixed.
• A segment is a block within a section - History of Present Illness, Past Medical History, Review of Systems. This is where practices differ, and it is what you configure.
• A form is the structured questionnaire a segment can carry, where free text is not enough.

The Sections panel shows the five tabs with their segments beneath. Each segment has a short code and a number setting its position, and an Edit to open it. Add a Segment to this section adds a new one.

Setting up a segment

Edit Segment Details holds the name and description. Two settings matter more than they look:

• Include a Form attaches a structured form to the segment. A form that is not attached to any segment never appears anywhere. The warning box at the top of ChartPro Administration lists every form currently in that position - worth reading, because a form built and never attached looks from the outside exactly like a feature that does not work.
• Intake Filtering shows a segment only for the patients it applies to, by Gender and Life Stage. Used well this keeps notes short; used carelessly it hides a segment from people who needed it, so set it only where the segment is genuinely irrelevant to everyone else.

Add to Templates puts the segment into your visit templates.

The other admin areas

• Visit Templates - which segments appear for which kind of visit. A new patient intake and a ten-minute follow-up should not present the same note, and this is where that is decided. It is the setting that saves the most time day to day.
• Systems / Symptoms - the vocabulary behind the Review of Systems.
• Conditions - the condition list used in assessments.
• ChartPro Logs - a record of chart activity, for when you need to establish who changed what and when.

Getting started

Do not redesign everything before seeing patients. The supplied sections and segments are a working note for most practices.

1. Chart a handful of real visits with what you are given.
2. Note what you keep skipping and what you keep typing by hand.
3. Remove the first, add the second.
4. Set up Visit Templates once the note settles.

A note designed in the abstract is almost always longer than the one you end up wanting.

Practices giving IV therapy

The IV form is attached in exactly this way, and it is a common reason the IV panel appears to be missing. Enabling IV therapy in ProductPro settings is only the first step - the form still has to be attached to a segment here. See Setting Up IV Therapy Products.

ChartPro AI listens to a consultation and drafts the chart note from it. The provider then reads the draft and decides whether it goes into the record.

There is nothing to install and no switch to turn on - it is available to every ChartPro practice, and it is marked BETA on screen. What there is to do is decide how your practice will use it, before a provider uses it in front of a patient.

Decide about consent first

This records a conversation with a patient. What you must tell them, and whether you need their agreement, depends on where you practise and is not something this article can answer for you. Settle it with whoever advises you on such matters, write down what your providers should say, and do that before the first recording - not after a patient asks what the phone on the desk is doing.

The draft is a draft

The note is generated from a transcript of a spoken conversation. It can mishear, and it can be confidently wrong about a number or a name. The provider signing the note owns everything in it, exactly as if they had typed it.

Make that explicit when you introduce it. The failure worth guarding against is not a bad draft - it is a good-looking draft accepted without being read.

Start with a few willing providers

It suits some consultations far better than others. A structured follow-up transcribes well; a long, discursive intake with three people in the room is harder. Let a couple of providers try it on their own patients for a fortnight and report back before you roll it out.

Watch the usage counter

The Auto Chart button shows each provider's use for the current calendar month against 40 - as a badge on the button and a bar on the recorder. It turns amber as it approaches and changes again past it.

Going over does not stop anything. The counter is an indicator, not a gate: dictation keeps working. It is there so a provider can see their own pace, and so you can see who has actually adopted it.

Review what it is writing

Review past ChartPro AI encounters opens ChartPro AI - Encounter Review, which lists every encounter with its Date, Encounter # and Note Quality, and shows both the Transcript and the ChartPro AI Note side by side.

Look through it a few times in the first month. Reading a transcript against the note it produced is the fastest way to calibrate how much your providers should trust it, and it is the only place you can see that.

Ask your providers to rate notes

Every note can be rated, and almost none are - across all practices using it, a handful of ratings against hundreds of encounters. A rating on a note that came out wrong is worth far more than one on a note that came out fine, so ask specifically for those.

A protocol is a reusable formulation - a diluent, a set of components and their doses - that can be applied to a bag in one click. Protocols are built once and then used every day, so they carry a deliberate safeguard: a protocol cannot be made active until a prescriber signs it.

Open the protocol library:

• In OfficePro, open ChartPro admin.
• Click IV Protocols.

Import a protocol: use Import IV Protocols to copy a published formulation into the practice. Importing also creates any component products and service codes the practice does not already have, and never overwrites something you have already set up. An imported protocol arrives inactive and is not chartable yet.

Map every component to a product: open the protocol and check each row has a product selected. A row left unmapped is shown highlighted and marked bills nothing, moves no stock - it will still appear in the note as documentation, but it produces no charge and no inventory movement.

Sign the formulation: at the top of the protocol is a Prescriber sign-off panel. A provider reads the statement, ticks the box and clicks Sign this formulation. Until that happens, the Active field offers only No - not chartable and shows needs sign-off.

• Only a user account linked to an active provider record can sign. Other staff can build and edit a protocol, but the panel tells them they cannot sign it.
• The signature records the provider's name, credential, licence and NPI as they were on the day of signing, along with the exact wording agreed to.

What withdraws a signature: the signature covers the formulation - the components, their doses and the diluent. Changing any of those withdraws it, and the protocol is deactivated on save with a message saying why. It has to be reviewed and signed again.

Renaming a protocol, editing its description, reordering the rows or changing its notes does not void the signature. This is intentional: the sign-off is about what goes into the patient, not about the paperwork around it.

Where library protocols come from: protocols supplied with the software are proposals, not recommendations. Only formulations with a named clinical author can be published to practices, and adopting one is a clinical decision made by the prescriber who signs it. Review the components and doses against your own standards before signing - do not assume a supplied number is correct for your patients.

Building one from scratch: click + Add component to add rows, set the diluent and its volume, and watch the Preview panel update the osmolarity and total volume as you type. A protocol you author yourself follows exactly the same sign-off rule.

Before anyone can chart an IV treatment, the practice has to switch the module on and describe every substance that can go into a bag. This is a one-time setup, done by an administrator.

Turn on the IV module:

• Open ProductPro settings.
• Tick Enable IV therapy charting for this practice.
• This adds the IV Protocols button to ChartPro admin and lets the IV Therapy panel appear on an encounter. Leave it off for practices that do not give IVs; nothing else in OfficePro changes.

Mark a product as an IV component: every diluent, additive and flush is an ordinary ProductPro product with extra IV details. Open the product, then tick Use in IV admixtures to reveal the IV fields.

• Role - Diluent (the carrier bag), Additive (goes into the bag), or Flush.
• Strength and Container volume - the strength of one vial, amp or bag and how many mL it holds. Together these convert a dose into a volume, work out how many whole containers must be opened, and record the wastage.
• Osmolarity per mL - for additives and concentrates.
• Osmolarity of the bag - for ready-to-hang diluents, as supplied. Normal saline is 308 mOsm/L, D5W is 252, lactated Ringer's is 273.
• Billing service and One billing unit = - the service code the component charges as, and how much of it makes one billable unit. See the note on billing below.
• Default dose, Max dose per bag, Max push rate, pH range and Compatibility notes - optional. The dose and rate ceilings drive warnings in the builder; the notes are shown to whoever is compounding.

Why osmolarity data matters more than it looks: osmolarity is the number that decides whether a bag can safely go through a peripheral line. The builder adds up what you have told it and bands the result:

• Under 500 mOsm/L - within the range routinely given peripherally.
• 500 to 900 mOsm/L - peripheral with caution: large vein, slower rate.
• Above 900 mOsm/L - central access indicated.

A component with no osmolarity figure still charts normally, but it contributes nothing to that total. The bag is then marked osmolarity incomplete and the number shown is a lower bound, not the real value. A blank field is treated as unknown rather than as zero, deliberately - but it does mean an incompletely configured catalogue produces a safety figure that reads lower than the truth. Fill these in before the first patient.

Billing: IV components reach the encounter as services, not products. A service line can carry a HCPCS or J-code and reach an insurance claim; a product line cannot. Set Billing service on every component the practice charges for, and One billing unit = so a dose converts to the right number of units. Cash-only practices can still price components this way. Components with no billing service are documented in the note and moved in inventory, but never billed.

Check your work: from ChartPro admin open IV Protocols, then Product setup. That worksheet lists every IV component with its osmolarity, container volume and billing code, and highlights what is still missing.

Acupuncture is an optional ChartPro module. Switching it on takes three steps: enable it for the practice, import the point catalog, and attach the form to a note segment.

Enable the module

1. Open ProductPro and go to Settings.
2. Tick the Acupuncture checkbox and save.

The Acupuncture button appears on the ChartPro admin page once the setting is on. Until then the module is invisible, even though every practice has the tables.

Import the point catalog

1. In OfficePro, open the Tools menu and choose ChartPro.
2. Click Acupuncture, then Import catalog.
3. Click Import the standard catalog.

The import brings in the channels, the classical points and the safety cautions, and reports what it did in a single line, for example “409 points imported, 409 with identification, 177 with safety data”.

The import never overwrites a point your practice has edited. Run it again after an update and your own changes are left alone, while anything new is added.

What gets imported, and what does not

Check the billing codes

Acupuncture bills on 97810, 97811, 97813 and 97814, and dry needling on 20560 and 20561. Most practices already carry the first four from the standard service catalog, and the module reuses whatever is already there rather than creating duplicates — your prices, modifiers and titles are kept exactly as you have them.

Open Service Codes and confirm the prices are what you intend to charge before anybody posts a treatment.

Attach the form to a note segment

1. In ChartPro admin, open Segments and edit the segment you want the panel to appear on.
2. Under Include a Form, choose Acupuncture from the Plan group and save.

Open an encounter on that segment and the acupuncture panel appears in the sidebar.

A protocol is a saved point prescription with its billing lines attached. Applying one is usually most of the charting for a visit.

Build a protocol

1. In ChartPro admin, click Acupuncture, then Protocols.
2. Click New protocol and give it a name — practices usually name them after the pattern they treat, such as Liver Qi Stagnation.
3. Add points, and set the side and technique you normally use for each.
4. Add the billing lines the treatment should suggest.
5. Tick Active when it is ready to use.

A protocol is a copy, not a link. Applying it takes a snapshot of the points and prices as they are at that moment, so editing the protocol later never changes a treatment that has already been charted.

Traditions

Each protocol carries a Tradition — TCM, Japanese meridian therapy, Five Element, Tung’s points, Balance method, auricular, or Western and dry needling. It is a label, not a restriction: it tells your practitioners which school a prescription comes from so they are not offered point combinations that do not match how they were trained.

The tradition on the protocol is copied onto the treatment when it is applied, and appears in the note.

Both an e-stim and a non-e-stim billing line

You can safely put both a 97810 line and a 97813 line on the same protocol. You do not have to know in advance whether electrical stimulation will be used: only one of them can ever earn a unit, and the other is switched off automatically with a note saying why. Neither ends up on a claim by accident.

A point that has been retired

If a point is deactivated in the catalog after a protocol was built, applying that protocol adds everything else and tells you which point was skipped, by name. Either reinstate the point in Point catalog or edit the protocol.

Applying the same protocol twice

Nothing is duplicated. Points already on the treatment at the same side are reported as already charted rather than added again, and the billing lines are not repeated.

Access the ChartPro Admin Page:

• Navigate to the Tools menu in OfficePro.
• Select ChartPro from the dropdown options to open the ChartPro admin page.

View Existing Segments:

• On the ChartPro admin page, you will see tabs for each section of the chart note (e.g., Subjective, Objective, Assessment, Plan).
• Under each section tab, a list of segments will be displayed, with their sort order value shown in parentheses next to the Edit button.

Add a New Segment:

• Scroll to the bottom of the accordion menu within the section where you want to add a new segment.
• Click on “Add Segment to this Section”.

Configure the New Segment: When adding a segment, you will need to fill in the following fields:

• Section: Choose the section under which this segment will reside (e.g., Subjective).
• Segment Abbreviation: Provide a short name for this segment (e.g., HPI for History of Present Illness).
• Segment Title: Enter the full title for the segment (e.g., History of Present Illness).
• Segment Description: Use this field to describe the purpose or use of the segment for the provider's reference.
• Segment Hints: Include any helpful hints or tips for the provider to assist with charting within this segment.
• Provider Specific: Select whether this segment will be assigned to a specific provider or if it will be available to all providers in your practice.

Save Changes:

• After filling out the necessary fields, ensure you save your changes to add the segment to the specified section.

Adjusting Segment Order

• If you need to change the order of segments within a section, you can do so by editing the sort order value next to each segment. This allows you to customize the order in which segments appear in the ChartPro interface.

Conclusion

This process allows you to customize the charting experience in OfficePro by managing segments within the ChartPro admin page. Tailoring the segments to fit your practice's specific needs can enhance the efficiency and effectiveness of your documentation.

What does it actually do?

It records the consultation, transcribes it, and drafts a chart note from the transcript. You read the draft and decide whether to keep it.

Do we have to turn it on?

No. It is there for every ChartPro practice, marked BETA, and there is no per-practice switch. What you do need is a decision about how your providers will use it.

Is the note automatically added to the chart?

No. Nothing is written until you accept the draft in AI Note Preview. Cancel discards it.

Who is responsible for what it writes?

The provider who accepts and signs it, exactly as with a typed note. Read the draft before accepting it - a draft that reads well is not the same as a draft that is right.

Do we need to tell patients?

You are recording a conversation with them, so treat that as you would any recording. What is required varies by where you practise - settle it with whoever advises you, and agree the words your providers will use before the first recording.

What is the 40 on the button?

Your notes for the current calendar month, per provider, shown against 40. The bar changes as you approach and pass it.

What happens if we go over?

Nothing stops. It is an indicator, not a cap - dictation keeps working and the count resets next month.

Can we see what it wrote before?

Yes. Review past ChartPro AI encounters opens ChartPro AI - Encounter Review, which lists them by Date and Encounter # and shows the Transcript beside the ChartPro AI Note.

How do we tell whether it misheard or invented something?

Read the transcript next to the note. If the transcript is wrong it is a recording problem; if the transcript is right and the note is not, report it.

How do we get better results?

Microphone nearer the patient, numbers and doses said clearly and in full, medicine names not abbreviated, the plan stated aloud at the end, and less background noise.

Does rating a note do anything?

Yes, and hardly anyone does it - a handful of ratings against hundreds of encounters. Rate the notes that came out badly and say why in the Comments; those are the ones worth reporting.

Can we re-record?

Yes - Go back and re-record from the preview, before you accept anything.

It says no note was generated. Is it broken?

Usually the audio had nothing usable in it. Check the transcript on the review screen first - that separates a microphone problem from an AI one.

Which appointments suit it?

Structured consultations transcribe well. A long discursive intake with several people in the room is harder. Try it on your own patients for a fortnight before deciding.

Do IV components bill as products or as services?

As services. A service line can carry a HCPCS or J-code and reach an insurance claim; a product line cannot. Each billable component becomes its own service line with its code and unit count, which is what makes IV therapy billable for practices that submit claims. Cash practices can price components the same way.

Does the stock still come down if a component is billed?

Yes. Stock is decremented for every component mapped to a product, whether or not it is billed. Components with no billing code are documented and moved in inventory but never charged.

What is the difference between osmolarity, osmolality and tonicity?

Osmolarity is milliosmoles per litre of solution. It is calculated from what was added, and it is what this module reports, because it is the figure that decides peripheral versus central access. Osmolality is milliosmoles per kilogram of solvent and is measured with an osmometer - it cannot be derived from a compounding record, so the module never claims to produce it. Tonicity is the effective osmolarity, counting only solutes that stay outside the cell. The bands shown are osmolarity bands and are labelled as such: a bag at 280 mOsm/L is not therefore isotonic, because dextrose counts fully toward osmolarity and is then metabolised.

Why is my bag showing "osmolarity incomplete"?

At least one component has no osmolarity recorded on its product. That component contributes nothing to the total, so the figure shown is a lower bound rather than the real value. A blank field means unknown and is never treated as zero.

Who is allowed to sign a protocol?

Only a user account linked to an active provider record. Any staff member with ChartPro access can build and edit a protocol; only a prescriber can authorise it for use.

Why did my protocol deactivate itself?

A component or a dose changed, which withdraws the prescriber's signature. Review the formulation and sign it again. Renaming, reordering or editing the description does not do this.

Where do the supplied protocols come from, and are they recommendations?

They are proposals, not recommendations. A protocol supplied with the software is a starting point for review; only formulations with a named clinical author can be published, and NaturaeSoft does not represent that any dose is appropriate for your patients. The components and doses on a protocol your practice uses are the clinical responsibility of the prescriber who signs it. Review them against your own standards before adopting anything.

Can I change a protocol for one patient without changing it for everyone?

Yes. Applying a protocol copies it onto that bag; anything you then change affects only that treatment. The protocol itself is untouched.

What is a beyond-use date, and how is it different from an expiration date?

An expiration date is the manufacturer's date on a vial or bag as supplied, and is recorded per lot. A beyond-use date is how long the compounded admixture stays usable once it has been prepared. A compounded bag has a beyond-use date, never an expiration date.

Will enabling the IV module change anything for practices that do not use it?

No. It is off by default and everything IV-related stays hidden until it is switched on in ProductPro settings.

Which time do I bill on?

Hands-on contact time, never retention. Retention is how long the needles were in; contact is time you spent personally with the patient. The software derives retention from the needle times and will not let it reach the units.

How are the units worked out?

On the 8-minute midpoint rule, from contact time only: under 8 minutes is no unit, 8 to 22 minutes is one, 23 to 37 is two, 38 to 52 is three, and so on in 15-minute steps. The first unit is the initial code and the rest go to the additional code.

What decides 97810 against 97813?

Whether electrical stimulation was recorded — either on the treatment as a whole or on any single needle. The panel shows which code was chosen and why.

Can I override the units?

Yes. Set the line’s rule to FIXED and type the units you want. The software stops deriving that line and bills what you tell it.

Does the module track needle stock?

No. Acupuncture charts and bills only; nothing is taken off inventory.

Why can I not see acupuncture points in the product list?

Points are a separate catalog, not products. A point has no cost, vendor, lot or stock level, and putting several hundred of them into the product catalog would clutter every product search, count sheet and reorder report in the system.

Are the safety cautions clinically reviewed?

The cautions that ship with the catalog are drawn from published safety consensus and are marked as provisional pending licensed review. They are shown because having the warnings is better than not having them, but they do not replace your own training and judgement. Your practice can edit any of them.

Does a caution stop me needling a point?

Never. Nothing in the module blocks a point. A contraindication asks you to record a reason before the treatment is billed, and that is all.

Why did my press tack make the count look wrong?

It should not. Tick Retained on that row and it is subtracted from what has to come out. A retained needle only counts as unaccounted for when nobody has said it was left in on purpose.

Can I chart acupuncture and an office visit on the same encounter?

Yes. Posting will point out if the evaluation and management code has no modifier 25, which most payers need when it is billed alongside acupuncture. The module tells you and offers to add it; it will not add one on its own.

Can I bill dry needling as well?

Yes, on 20560 and 20561. Dry needling is counted by muscle groups and never by time — one or two groups is 20560, three or more is 20561. Billing it on the same date as the timed acupuncture codes usually needs a distinct-procedure modifier, and some states restrict who may bill it at all. Check with your biller.

I changed a point in the catalog. Did it change my old notes?

No. Every charted needle keeps its own copy of the point name, channel and maximum depth as they were on the day. Correcting the catalog never rewrites a past encounter.

Problem

I am unable to sign my charts because the Sign and Document Chart Note button is disabled.

Background

Only when you are signed in to the Service as the Provider on record for the visit can you sign the chart. This means that you will not be able to sign the chart if: 

1. You are logged in under another account than your provider account.
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider.
3. Your user account is not really a provider account.

Resolution

1. You are logged in under another account other than your provider account. Check what account you are logged in under
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider. Check the visit's provider is assigned on the Edit Visit page.
3. Your user account is not a provider account. When a provider is activated a corresponding user account is created, this user account is associated with the provider and allows you to sign charts. When you deactivate the provider account the associated user will be deleted.  Deactivating and reactivating the account will recreate a user account that is associated with your provider account.

Further Assistance

If you need more help with this issue please create a ticket contact support through live chat or by emailing Support@NaturaeSoft.com. 

A treatment plan is the document the patient takes away - what to do, what to take, and how. It is built from the encounter, and it prints as a clean patient-facing page rather than as a copy of your clinical note.

Open the plan

Open the plan from the encounter you are working in. It opens showing the document as the patient will receive it, with the patient's name, the date, you as provider, and a DRAFT watermark across it until it is finished.

The list on the left, headed T:// TXPLAN, shows the sections the plan is made of. Which sections exist is set up once for the practice - see Configuring your ChartPro Service.

Fill it in

Each section has an Edit pencil beside it. Click it, write the content, and it appears in the document straight away, so you are always looking at what the patient will see.

Two kinds of section behave differently:

• Free-text sections such as Diet Therapy hold advice in your own words. Practices usually keep standard wording for these so the same advice does not get retyped, with the specifics filled in per patient.
• Dispensary Items lists what you are dispensing or recommending, each with its own Instructions: line - "Take two capsules three times a day, between meals" and so on. This is the part patients actually follow, so it is worth being specific: with food, at night, away from other supplements.

Finish it

Save & Document finalises the plan and produces the patient copy. Close leaves it as a draft to come back to.

A plan left in draft is not lost, but the patient has nothing - so finish it before the patient leaves rather than intending to come back to it.

Making it useful

• Write for the patient, not the chart. The plan is read at home, days later, by someone who was taking in a lot at the time. Plain instructions beat clinical shorthand.
• Say how, not just what. A supplement with no timing or food instruction gets taken wrongly or not at all.
• Keep it short enough to follow. A plan with four things a patient will do beats one with twelve they will not.
• Standard wording saves real time - the advice that does not change between patients only needs writing once.

Dispensary items on the plan are the same products as in your catalogue, so the instructions can come from the product record rather than being typed each time. See Adding and Editing Products.

Auto Chart records a consultation, transcribes it and drafts the chart note. You read the draft and decide whether it goes in.

Before you start

Open the note on the right visit - the AI is given that visit's Patient, Provider, Visit Type and Date of Service, and it uses them. Starting from the wrong visit produces a plausible note about the wrong context.

Tell the patient what you are doing, in whatever words your practice has agreed.

Recording

Auto Chart opens the listener and starts recording; you will hear a tone. The panel shows your use for the month against 40.

Things that make the difference between a good draft and a poor one:

• Put the microphone nearer the patient than to you. Your own voice is never the problem.
• Say numbers, doses and units out loud and clearly - they are what transcription gets wrong, and they are what matters most.
• Say names of medicines in full rather than abbreviating.
• Summarise your plan aloud at the end. It gives the draft a plan to write, and it is good practice with the patient anyway.
• Close the door. Background conversation ends up in the transcript.

Reading the draft

When it finishes you get AI Note Preview - Review the AI-generated chart note below.

Read it properly. Check the numbers against what you remember, check nothing has been attributed to the patient that they did not say, and check nothing has been invented that sounds reasonable. A draft that reads well is not the same as a draft that is right, and once you accept it, it is your note.

• Accept it and it is written to the chart - you will see Chart Updated and Your AI note was saved.
• Go back and re-record if the recording went wrong and you would rather start again.
• Cancel discards the draft. Nothing is written.

Edit the note afterwards exactly as you would any other. The draft is a starting point, not a finished document.

Rating a note

Rate This Note asks about Transcription Accuracy, AI Note Quality and an Overall score from Poor to Excellent, with Comments, then Submit Rating.

It genuinely is read - Your rating helps us improve ChartPro AI. Rate the ones that came out badly and say what was wrong in the comments. Almost nobody rates anything, so a specific complaint carries real weight.

Looking back at what it wrote

The review link beside the button opens ChartPro AI - Encounter Review, listing your encounters by Date and Encounter # with their Note Quality, or Not rated.

Opening one shows the Transcript next to the ChartPro AI Note. If you ever want to know whether it misheard something or invented it, this is where you find out.

The IV builder records what actually went into the bag: the diluent, every component with its dose and lot, the calculated osmolarity, and the administration details. When the treatment is administered it posts the charges, moves the stock and writes the record into the chart note.

Open the panel:

• Open the encounter and start or edit a chart note.
• Find IV Therapy in the sidebar. If it is not there, the segment has not been attached to this note's section yet.
• Click + New IV, or pick a protocol from the list to start from a formulation.

Build the bag:

1. Choose the diluent and its volume - the carrier the additives go into.
2. Add each component by searching for it. Type a dose and the volume is worked out for you; type a volume and the dose is worked out instead. Whichever you typed last is the one kept, and the derived figure is shown in a lighter weight so it is clear which is which.
3. Record the lot number and expiration date for each component. A lot past its expiration date is flagged immediately.
4. Set the route (infusion or IV push), access (peripheral, central or port), site, rate and duration.

Read the osmolarity: the summary updates as you type and bands the result - under 500 mOsm/L is within the range routinely given peripherally, 500 to 900 is peripheral with caution, and above 900 indicates central access. If any component has no osmolarity on file the figure is marked as a lower bound rather than a final number.

These are osmolarity bands, not tonicity. A bag at 280 mOsm/L is not therefore "isotonic": dextrose counts fully toward osmolarity and is then metabolised, so D5W is iso-osmolar and hypotonic. The module reports the number it can calculate and does not infer tonicity from it.

Administer: this is the only step that cannot simply be undone, and it confirms first. It stamps the start time, marks the treatment administered, posts the charges, decrements stock and inserts the record into the note. If the calculated osmolarity indicates central access but peripheral access is selected, you are asked to acknowledge that explicitly and the reason is recorded.

What reaches the encounter: each billable component becomes its own service line carrying its billing code and the correct number of units, alongside any administration lines the protocol defines. Stock is decremented for every mapped component. Clicking Administer twice does not double-post - the second click does nothing.

The note: the inserted block is the full compounding and administration record - components with doses, lots and expirations, total volume, osmolarity with its band, beyond-use date, route, access, site, rate, start and stop times, and who administered it.

A compounded bag has a beyond-use date, which is how long the mixture stays usable after it was prepared. That is a different thing from the expiration date printed on a vial as supplied, and both are recorded.

The acupuncture panel sits in the encounter sidebar. It is a launcher and a summary; the charting happens in the window it opens.

Start a treatment

• Click + New treatment to start from nothing.
• Choose from Apply a protocol… to start from a saved prescription.
• Under Previously, click a past treatment to copy its points onto today’s encounter.

Cloning copies the prescription — the points, sides, depths and techniques. It deliberately does not copy what happened: times, needle counts, de qi, pain scores and contact time all start clean, because they are a record of a different session.

Add points

• Type in Find a point to search by code, pinyin, English name or Chinese characters. LI4, LI-4, Hegu and 合谷 all find the same point.
• Narrow the list with Channel.
• Click Add an ashi point for a tender point with no code, and name the muscle.

A point carrying a caution shows a marker in the search results. Hover it to read the caution. Nothing is ever blocked — the cautions are there to inform your judgement, not to overrule it.

Tick show every field for direction, gauge, length, e-stim pairing and the rest.

Record the time — the part that matters for billing

There are two different durations and they are not interchangeable.

Use Start timer when you are with the patient and Stop timer when you leave them, or type minutes into Or add and choose what you were doing. The timer uses the server clock, not the clock on the computer you are working at.

Time the patient rests alone with needles in is documented care, but it is not personal one-on-one contact and it is not billable as such. Billing retention time as contact time is the single most common finding in an acupuncture audit, which is why this software keeps the two figures apart and offers no way to copy one into the other.

Count the needles out

The Needle count chip at the top of the window tracks whether everything that went in has come out.

• In the Removed column, blank and 0 mean different things. Blank means nobody has counted yet; 0 means you counted and none came out.
• Tick Retained for a press tack or intradermal needle left in on purpose. Those are subtracted from what has to come out, so deliberate retention never makes a correctly finished session look unreconciled.

Post the charges and write the note

Nothing you do in the charting window reaches the patient’s ledger. Saving is safe and automatic. When the session is finished, post the treatment to put the charges on the encounter, and click to note in the sidebar to add the write-up to the chart.

A treatment can only be added to the note once. If you genuinely want it twice, the software asks first.

Welcome to ChartPro where you can easily and competently document your encounters with patients with ease. To get started, click on the [C] button in the visit icons area on any visit. The [C] button allows you to access the chart note for a particular visit. To learn more about visit icons and visit workflow click here.  

Establish a Patient Visit:

• Before you can create a chart note, ensure that you have established a visit for the patient you want to document.

Access the Chart Note:

• From the visit details, locate the visit icons list and click on the ChartPro note icon (represented by the [C] icon).

Navigate to the ChartPro EMR Interface:

• Once you click the icon, the chart note interface will open, starting with the Subjective section of the note.

The ChartPro interface will load for this visit in a popup window and will put you right into the primary segment of the chart (usually, Subjective > HPI). The charting interface is organized in a compact but robust way to help you document your visits easily, accurately, rapidly, and effectively. To make the most of your charting experience familiarize yourself with the charting environment. Let's start with a description of the interface: 

Adding Content:

• Under the Subjective section, use the WYSIWYG (What You See Is What You Get) editor to add any content you wish to document. You can format the text using the available editing tools.

Incorporate Preformatted Content:

• On the left side of the note editor, you'll find a menu with preformatted content specific to the segment you're in. This includes:
  • Paragraphs
  • Statements
  • Forms
• Select any preformatted content you wish to include in your note.

Complete Other Segments:

• After finishing the Subjective section, you can navigate to other segments using the Section Browser located at the top of the editor. Each segment will have its own set of helpful statements, links, contents, and forms.

Save Your Note:

• Once you've completed the chart note across all necessary sections, make sure to save your work to keep the information recorded.

Additional Tips:

• Explore all segments to utilize the full range of tools and content available in the ChartPro interface.
• Familiarize yourself with the WYSIWYG editor to enhance your documentation process.

This guide should help you get started with creating chart notes effectively in OfficePro.

Work through these in order. Most cases are the microphone or the room rather than the AI.

The recorder will not start

The browser has to be allowed to use the microphone, and it asks once per site. If the permission was refused - or dismissed, which counts as refused - the recorder cannot start and will not ask again on its own.

Clear that in the browser's site settings and reload. On a shared machine check you are in the profile you think you are.

There is a companion article on granting microphone access for telehealth sessions; the browser side of it is the same problem.

It recorded, but no note came back

If the review screen shows No AI note was generated for this encounter., the audio arrived and no note came out of it. Usually the recording had nothing usable in it - a microphone pointed at the wrong side of the room, or a session ended before anything was said.

Open the encounter and read the Transcript. That tells you immediately whether the problem was the audio or the note: an empty or garbled transcript is a microphone problem, and a good transcript with no note is one to report.

The note came back wrong or incomplete

Check the transcript first, for the same reason. If the transcript missed what was said, no amount of retrying will fix the note - change how you record:

• Microphone closer to the patient.
• Numbers, doses and units spoken clearly and in full.
• The plan stated out loud before you finish.
• Less background noise.

If the transcript was good and the note was not, that is worth reporting: rate it and say what was wrong in the Comments. That feedback is read, and very little of it comes in.

An error message on the review screen

• AI output could not be parsed. or Could not load the AI note. - the note did not come back in a usable form. Re-record if you still can, and report it with the encounter number.
• No structured sections in this note. - text came back but not divided into the usual sections. It is still readable, just not laid out.
• No ChartPro AI encounters recorded yet. - nothing has been recorded for this practice, or you are looking at a different practice than you think.

The note went onto the wrong visit

The AI is given the visit you started from, so a note started on the wrong visit produces a note about the wrong context. Check the Patient, Visit Type and Date of Service in the preview before accepting it - that is what the header is for.

If one has already been saved to the wrong chart, treat it as you would any misfiled note, and deal with it straight away.

We are over 40 for the month

Nothing happens. The counter is per provider per calendar month and it is an indicator, not a limit - the bar changes appearance and dictation carries on working. It resets at the start of the next month.

The buttons are not there at all

Auto Chart appears for ChartPro practices, on the chart note screen. If it is missing, check you are on a chart note rather than another screen, and that your practice has ChartPro.

What to send support

The Encounter # from the review screen, the date, the provider, and whether the transcript looked right. The encounter number is the one thing that makes an AI problem quick to look into.

Problem

An IV protocol cannot be set to active, a treatment will not post to the encounter, or components are missing from the bill after administering.

Background

Most of these come from one of four things: the protocol has not been signed, a component is not mapped to a product, a component has no billing code, or the module has not been switched on for the practice. Each fails in a different place and each says something different on screen.

Resolution

1. "Saved, but NOT activated" when saving a protocol. The formulation has not been signed. Open the protocol and use the Prescriber sign-off panel. Only a user linked to an active provider record can sign.
2. A protocol that was active is suddenly inactive. A component or a dose was changed, which withdraws the prescriber's signature and deactivates the protocol on save. The message says so at the top of the page. Review the change and sign it again. Renaming or reordering does not do this - only components and doses.
3. "Only a provider can sign a formulation." The signed-in user is not linked to an active provider record. Check the user account's provider link, and that the provider record is still active.
4. A component charts but never bills. Either it has no product mapped, or the mapped product has no Billing service. Unmapped rows are highlighted in the protocol and marked bills nothing, moves no stock. Set the billing code on the product record; use Product setup from the IV Protocols screen to see everything that is missing at once.
5. Units on the bill look wrong. Check One billing unit = on the product. A 500 mg dose against a 100 mg billing unit is 5 units; if that field is blank the count will not match the code.
6. The IV Therapy panel is missing from the sidebar. Either the module is off for the practice - tick Enable IV therapy charting for this practice in ProductPro settings - or the IV segment has not been attached to a section of this note type.
7. The IV Protocols button is missing from ChartPro admin. Same switch. It appears only when the module is enabled and the user has ChartPro access.
8. Administer is blocked or asks for an acknowledgement. The calculated osmolarity indicates central access while peripheral access is selected. Either change the access type or acknowledge it explicitly; the reason is recorded with the treatment.
9. The osmolarity looks too low. If the bag is marked osmolarity incomplete, at least one component has no osmolarity on file and the figure shown is a lower bound, not the real value. Fill in the missing product data rather than relying on the number.
10. Worried about a double charge after clicking Administer twice. Do not attempt to correct it by hand first - check the encounter. Posting is guarded, so a second click, a double submit or a browser refresh does not post again.

If none of these apply, note the exact message on screen and the encounter number and raise a support ticket.

Problem

Posting a treatment is refused, or it posts but fewer charges appear on the encounter than expected.

Background

The module refuses only where the figures are impossible or where somebody needs to take responsibility in writing. Everything else is reported as a warning and left to your judgement.

Resolution

“Hands-on time exceeds the time the needles were in”

You cannot have spent 40 minutes hands-on inside a 25-minute retention window, so one of the two figures is wrong. Check Needles in and Needles out against the contact intervals and correct whichever is mistaken.

“The needle count does not balance”

The treatment has needles that have not been accounted for. Check the patient first. If the count is right — a tack left in deliberately, for instance — type a short reason when asked. The reason is stored on the treatment and recorded in the log.

A contraindicated point

Same again: the treatment is not blocked and never was, but the charge waits until somebody types why. Points like LI4 and SP6 in a term pregnancy are used deliberately by practitioners intending to encourage labour, so refusing them outright would be wrong; recording the decision is not.

Fewer charges than expected

The response lists every line that was skipped and why. The usual reasons:

• The line was not ticked. Tick it under Charges.
• It earned no units. Timed codes need at least 8 minutes of hands-on contact. Under 8 minutes there is no timed unit to bill.
• The other initial code won. 97810 and 97813 are mutually exclusive. If e-stim was recorded anywhere on the treatment the session ’s initial code is 97813, and the 97810 line is switched off with a note saying so. The same applies to 20560 and 20561.

“Hands-on time is longer than the whole appointment”

No timed code is suggested, because the contact time recorded is longer than the appointment was booked for. Correct the contact intervals.

The treatment is already posted

A posted treatment cannot be edited or posted again. Reverse the posting first: its charges come off the encounter and the clinical record stays exactly as charted, because reversing a charge does not un-needle a patient.

Warnings that do not stop a posting

These are reported after the charges are written, because they are coding judgements that depend on payer policy:

• An evaluation and management code on the same encounter without modifier 25.
• A second initial acupuncture code on the same date. 97810 and 97813 are once per day, not once per encounter.
• A 97811 with no re-insertion or manipulation recorded, when the code is defined with re-insertion of needles.
• Dry needling on the same date as the timed acupuncture codes, which normally needs a distinct-procedure modifier.

The module never adds a modifier by itself. Where one is needed there is a button that writes it, and the write is recorded against your name.