Frequently Asked Questions

Engagement & Set-up

Q. How do I get started using Note Clone?

Contact one of our friendly team to confirm your requirements. You can email us at: hello@noteclone.com.au or call anytime on (02) 4017 1191. Once your details are in the system and you have been issued with a log-in you can start uploading your audio files or, if you prefer, we can arrange to access your system and manage the transcriptions from your own in-house software.

Q. Are there any contracts required or minimum periods?

We have not set minimum volumes or contract term requirements. You can use us a little or a lot. We do ask each new customer to sign an agreement agreeing to our standard terms and conditions which can be found in the footer on our website. There are no set-up fees either and the registration process usually takes no more than a few minutes.

Q. Do I need anything special on my computer to use Note Clone?

Note Clone is a cloud-based solution. You log-in from the Note Clone website which can accessed through any internet connection and any web enabled device.  If your business or medical facility has particularly restrictive website exclusion protocols (firewalls, internet blocker apps etc) we may need to ensure that the Note Clone website is seen as a ‘friendly’ site by your server.

Q. What type of Internet connection is required to use Note Clone?

Note Clone works well on any type of Internet connection, from mobile broadband right through to superfast NBN.   Because it’s a web-based service your internet speeds determine how quickly you can upload and download files.

Timing, Delivery & Archiving

Q. What’s the turnaround time for transcription services?

Note Clone offers a range of options to suit the different types of businesses we work with. Our standard turnaround time is 24 hours but, for a small premium, we can arrange urgent delivery (under 3 hours). We can also provide services on weekend or public holidays if required.

Q. How are my transcripts returned?

We return the completed transcript to you as a Microsoft Word document and formatted to your specifications. It is either sent back to your secure on-line account (via the Note Clone website) or, if we are working directly in your own platform, it is simply saved against the patient record.  Regardless of the process you prefer, an email alert is sent as soon as the transcription is available for download or viewing.

Q. How long am I able to view transcriptions in my Note Clone account?

Note Clone stores all transcription files and the original dictation files are kept for 30 days after a transcription has been completed.  Clients may listen to this dictation through their web browser.  After this time, all files are archived for a further three years.  Archived files are accessible however, Note Clone charges a small fee to retrieve any archived files. After three years from the original file creation date, all files are purged.

Privacy & Confidentiality

Q. How secure and reliable is the Note Clone platform?

Once you log-into the Note Clone platform you will see that it has full security encryption. The site is continually monitored and tested for security compliance. The on-line system and servers that Note Clone uses has been successfully operating since 1999 without any failures, breaches or significant downtime.

Q. Can I be sure my client files remain confidential?

We take your privacy and that of your patients and clients extremely seriously. The Note Clone Privacy Policy is compliant with the Australian Privacy Principles contained within the National Privacy Act 1988 (Commonwealth). The policy is available for download from our website (see footer). We can also provide a separate confidentiality agreement if your organisation has specific requirements.

Audio

Q. How do I send Note Clone my audio recordings?

If you have compatible cloud-based, medical practice software (including Pro-Medicus, CorePlus, Genie and Kestral amongst others) we can actually log into your platform and complete the transcriptions in your system so the data never leaves your premises.

Q. What Types of audio files can you transcribe?

Our clients tend to use either a Dictaphone (Mainly Olympus, Philips or Sony) or a smartphone/ tablet to record their audio files. We transcribe files in a number of formats including .mp3 .wav .wma .m4a .amr .aac .aif .dvf. .dss or .ds2.

Q. What if I have a video, CD or DVD?

Note Clone can also transcribe audio from CDs, videos or DVDs. Please contact us to discuss your needs and to ensure safe and secure delivery of these types of hardware.  We advise using a registered delivery service, such as Australia Post Express Post or trusted courier service.  Obviously this service takes longer than our electronic file transcription.

Invoicing

Q. How much does it cost to transcribe a document?

Note clone has the most competitive transcription costs currently offered in the Australian market. Whilst we recognise that price isn’t everything, it’s certainly an important factor in your decision to choose a business partner. Unlike others who charge based on the length of the recording (per 60 seconds of recorded content), our charges are calculated on a per-line basis which is typically much cheaper.  A line is deemed to have 65 characters or less and can be audited against the character count in MS word. Please contact us for more detailed pricing information.

Q. Is GST payable for transcription services?

For Australian clients, a compliant Tax Invoice is provided, and GST is payable.

Q. How will I be invoiced?

Your invoice is a fully itemised document. It will be sent to you by email on a weekly basis. We kindly request payment within 7 days. Our preferred payment method is either via direct deposit or credit card. We use the Square payments system to process credit card payments so a small surcharge of 1.5% applies for credit card payments.