Frequently Asked Questions
Getting started
Do we have to replace our existing systems to use StepCare?
No. StepCare is designed to run alongside what you already use. Your clinical records, rostering, and billing systems stay exactly as they are. StepCare adds a voice documentation and communication layer on top — you can start with one workflow and expand from there.
How long does it take to get started?
Most pilots are running within a week of the first conversation. We help you set up the forms and workflows, onboard the first team, and stay close during the first few weeks. There is no long procurement process and no IT project required.
How many people can use it?
There is no per-user cap. You can add as many carers, coordinators, administrators, and family members as your organisation needs.
Which countries do you work in?
Currently Germany, New Zealand, and Australia. If you are in a different country, contact us — we are open to conversations about new markets.
How it works
How does the voice documentation work?
Workers open a form or start a note and speak. StepCare structures their spoken words into the right fields — guided by plain-language prompts if needed. The result is a clean, structured record — not a raw transcript. It works for incident reports, handover notes, wound checks, progress notes, and more.
What languages does StepCare support?
Real-time translation works across 25+ languages. Workers can communicate in whatever language they are most confident in, and messages and records are automatically translated for the rest of the team. You set an organisation default language for records and documentation.
Can family members use StepCare?
Yes, through Circle — StepCare's family visibility feature. The care team controls what families can see. Families get updates, event notifications, and documents. They can send messages to the team. They do not have access to internal care records or team communications.
Does it work on phones?
Yes — StepCare has native iOS and Android apps. This is important because carers work on the move. A web-only tool would not work in most care settings.
Security & compliance
Where is the data stored?
For European organisations, all data is hosted in Germany in certified data centres. This directly addresses GDPR data residency requirements that most German and European care organisations need to meet.
Is team communication encrypted?
Yes, end-to-end encrypted with unique keys per chat room. Even StepCare administrators cannot read the contents. This matters because carers discuss residents and clients in those conversations.
What security features are included?
End-to-end encrypted messaging, role-based access controls (around 100 granular permissions), auto logout after inactivity, PIN and biometric screen lock, encrypted local storage, and passkey authentication support. All important for care environments where devices are shared.
Do you have ISO 27001 or SOC 2 certification?
Not yet. We are GDPR-aligned by design and operate with strong technical controls, but formal certifications require significant investment. We are honest about this in procurement conversations and will tell you directly what controls we do and do not have.
AI features
Can we turn off AI features?
Yes. Every AI feature is optional and can be enabled or disabled per organisation. You have full control over what is active.
What does the AI actually do?
It helps with three things — translation (converting messages and voice input across languages in real time), structuring (turning spoken observations into organised form fields), and prompts (suggesting what to include in a documentation field). It supports human decisions — it does not make them.
Is patient or resident data used to train AI models?
No. Your organisation's care data is not used to train AI models. StepCare uses established AI translation and language models — your data stays in your organisation's context.
Support
What support is available?
During a pilot, we are directly involved — helping set up workflows, checking in with the team, and adjusting anything that is not working. After a pilot, you have email support and access to documentation. We do not run a 24/7 call centre, but for care environments that need that level of support we would discuss it as part of a full deployment.
What does onboarding look like?
We do onboarding together. There is no video tutorial to watch alone. We set up the forms and workflows with you, run the first team walkthrough, and make sure the setup actually fits the way your team works before you go live.