Frequently asked questions

Kairo runs the clinic’s day: scheduling, patient records, clinical notes, quotes, care plans, invoicing, and the Italian regulatory reporting that surrounds them — electronic invoicing to SdI, Sistema TS transmissions, and FSE document publishing.

It is not a general accounting package and it does not replace your accountant.

Kairo treats each location as a branch, and staff see only the branches they have been granted access to. A branch has its own calendars, its own procedure catalogue and prices, and its own fiscal configuration — the authorities identify each location separately, so settings like Sistema TS credentials belong to a branch rather than to the clinic as a whole.

Patient records are the deliberate exception. A record is shared, so a patient treated at two of your locations is one patient, not two. What changes per branch is who can see them.

Two things stay clinic-wide on purpose. Double-booking checks run across every branch, so a dentist working Monday in Milan cannot also be booked in Rome — even if you have no access to that branch. The refusal tells you the slot is taken without revealing whose appointment it is.

Yes. Access is granted per person, per branch, through roles. Kairo ships two: Clinic Admin, granted across the whole clinic, and Branch Manager, granted at one or more branches. They carry the same permissions — what differs is how far those permissions reach.

You can also build your own roles from any subset of permissions — a “Doctor” role that reaches clinical notes but not billing, say — and assign them per branch. Staff start with almost nothing beyond lookups and search; everything meaningful comes from a role you grant.

One guard worth knowing: you cannot grant a role at or above your own level, so a Clinic Admin cannot mint another Clinic Admin this way.

There are three rails, and Kairo routes each invoice to the right one based on who it is addressed to. An invoice made out to a patient’s codice fiscale goes to Sistema TS as a healthcare expense; one made out to a partita IVA goes to SdI as an electronic invoice.

Electronic invoices reach SdI through Fatture in Cloud, so you connect your own account there — Kairo does not talk to SdI directly. VAT-exempt lines carry a Natura code taken from your procedure catalogue, and an exempt line missing one will not send.

FSE works differently. Completing a treatment prepares a clinical document that a clinician signs before publication, and only where the patient’s feeding consent is on file. FSE support currently targets Regione Puglia.

A quote is the commercial proposal; a care plan is the clinical delivery of it. The quote comes first — you build it from your procedure catalogue, line by line, with teeth, quantities, and VAT.

When the quote is accepted, Kairo creates the care plan for you. Acceptance happens three ways: a staff member marks it accepted, the patient signs it through an emailed link, or a linked invoice gets paid.

From there the plan tracks each quoted treatment through to completion, recording who performed it and when. Invoicing stays a separate, deliberate step — finishing a treatment never issues an invoice by itself.

There is a patient portal, and its scope is narrow on purpose. Patients sign in without a password — they ask for a link by email, and that link signs them in. Inside, they can see their name, your clinic’s details, their documents, and their issued invoices, each downloadable as a PDF. Drafts never appear.

They cannot book, cancel, or reschedule appointments, and quotes, clinical notes, questionnaires, and care plans are not in the portal at all.

Some patient-facing tasks live outside it, each on its own emailed link: filling in a questionnaire, confirming their details before an appointment, and signing a quote.

One thing to know: every active document on a patient’s record is visible to them in the portal. There is no per-document switch to hold one back.

Nothing until you switch it on. Every automated message is off by default and configured per branch, with your own subject line and wording. Six kinds exist: appointment reminders, confirmations, reschedule notices, booking questionnaires, quote-created emails, and patient recalls. Reminders default to 24 hours ahead, and you can set up to three send times for a kind.

Patients can unsubscribe from reminders and recalls using a link in the message. That choice is per clinic and per kind, so unsubscribing from your recalls does not touch another clinic’s.

Worth being clear about: confirmations, reschedule notices, and quote emails carry no unsubscribe link, since each one answers something the patient is already doing.

Access control does most of the work. Permissions are resolved fresh on every request, staff reach only the branches they have been granted, and two-factor sign-in is enforced on clinic accounts. Traffic runs over TLS, and patient files in object storage are encrypted at rest.

Kairo also publishes every third party that touches personal data — hosting, email delivery, the invoicing provider, the AI assistant — on our sub-processors page, and updates it whenever that list changes. There are no analytics or tracking cookies anywhere, including on this site.

Two honest limits. Kairo does not keep an access log of who opened which patient record. And there is no self-service export of a patient’s data yet, so a portability request means asking us.

The patient can raise the request themselves from the portal, and it arrives as a notification for your staff. It is a request, not an automatic deletion — nothing is removed until someone acts on it.

What your staff can then do is restrict processing on the record. That takes it out of circulation, stops reminder, recall, and questionnaire emails, and deletes the satellite data around it: questionnaires, quotes, documents, FSE records, and the patient’s portal access.

The record itself is kept. Italian clinical and fiscal retention rules mean a patient you have invoiced cannot simply be erased. Kairo flags a restricted record once its retention period has elapsed, but it never deletes on its own — that call stays with the clinic.

Yes, though it is a job we run with you rather than something you do alone. Kairo imports from CSV files and covers four things: patients, appointments, invoices, and documents. There is no self-service import screen — in practice our team runs the migration, matching your columns for you, in English or Italian.

Know the limits before you plan around them. Quotes, care plans, and clinical notes do not import. Everything lands in your first branch. Excel files are not accepted, so export to CSV first. And there is no undo — every import is validated before it is applied, and applying is a separate, explicit step.

Talk to us about your current system before you commit to a switch-over date.

Yes, fully. Kairo is built in English and Italian, and the Italian is complete rather than a partial translation. Each member of staff picks their own language, so the app can run in Italian for your reception team and in English for a colleague who prefers it.

The patient portal follows the patient’s browser. Automated emails follow your clinic’s language setting rather than each patient’s — worth knowing if you treat patients in both languages.

Those two are the only languages Kairo offers. There is no third, and no way to add one yourself.

Quite a lot, deliberately. It is not a general accounting package: it issues invoices and pushes them to your invoicing provider, but there is no ledger, no chart of accounts, and no bookkeeping. It does not replace your commercialista.

It does not process payments either. You record that a patient paid — cash, card, POS, bank transfer, financing — but the money itself moves elsewhere, and patients cannot pay online.

There is no imaging or radiology (no PACS, no DICOM), no stock or materials management, no payroll, and no telemedicine.

Where you need those, Kairo sits alongside them rather than replacing them.