FAQ
General
Abschnitt betitelt „General“What is Dermloop?
Abschnitt betitelt „What is Dermloop?“Dermloop is Melatech’s teledermatology platform. It allows GPs to submit clinical cases (with images) to specialist dermatologists for asynchronous remote review, reducing unnecessary in-person referrals.
Is Dermloop a replacement for in-person dermatology?
Abschnitt betitelt „Is Dermloop a replacement for in-person dermatology?“No. Dermloop is a triage and review tool. The specialist may recommend an in-person appointment — Dermloop helps determine whether that’s necessary and how urgently.
Which countries is Dermloop available in?
Abschnitt betitelt „Which countries is Dermloop available in?“Dermloop is currently live in Denmark and Germany, and in beta in the United States.
Accounts & access
Abschnitt betitelt „Accounts & access“How do I get access to Dermloop?
Abschnitt betitelt „How do I get access to Dermloop?“Access is set up by your clinic administrator. If your clinic is not yet on Dermloop, contact sales@melatech.io.
I forgot my password
Abschnitt betitelt „I forgot my password“Use Forgot password on the login screen. A reset email will arrive within 2 minutes.
I didn’t receive my invitation email
Abschnitt betitelt „I didn’t receive my invitation email“Check your spam folder. If it’s not there, ask your clinic administrator to resend the invitation from Admin → Users → Pending Invitations.
Cases & submissions
Abschnitt betitelt „Cases & submissions“How long does a specialist review take?
Abschnitt betitelt „How long does a specialist review take?“The default SLA is 48 hours for routine cases, 24 hours for priority, and 4 hours for urgent. Your clinic administrator configures these targets.
Can I submit a case without a Dermoscope?
Abschnitt betitelt „Can I submit a case without a Dermoscope?“Yes. You can use your phone camera. For best results, see Improve Image Quality.
What happens if I submit a case to the wrong specialist?
Abschnitt betitelt „What happens if I submit a case to the wrong specialist?“Contact support@melatech.io immediately. Cases can be re-routed within 30 minutes.
Hardware
Abschnitt betitelt „Hardware“Is the Dermoscope compatible with my phone?
Abschnitt betitelt „Is the Dermoscope compatible with my phone?“The Dermoscope supports all iPhone 11 and newer, and most USB-C Android phones. See the Dermoscope compatibility list.
My Dermoscope won’t pair
Abschnitt betitelt „My Dermoscope won’t pair“See the Device Setup troubleshooting section.
Is the Dermoscope CE marked?
Abschnitt betitelt „Is the Dermoscope CE marked?“Yes. The Melatech Dermoscope is a CE Class IIa medical device. The Colposcope is CE Class IIa and FDA 510(k) cleared.
Data & privacy
Abschnitt betitelt „Data & privacy“Where is patient data stored?
Abschnitt betitelt „Where is patient data stored?“Patient data is stored in ISO 27001-certified EU data centres. No data is stored outside the EU.
Is Dermloop GDPR compliant?
Abschnitt betitelt „Is Dermloop GDPR compliant?“Yes. See Audit & Compliance for details.
How long is patient data retained?
Abschnitt betitelt „How long is patient data retained?“Retention periods vary by region: 5 years (DK), 10 years (DE), 7 years (US). Data is automatically deleted after the retention period.
Seranote
Abschnitt betitelt „Seranote“Does Seranote store audio recordings?
Abschnitt betitelt „Does Seranote store audio recordings?“No. Audio is processed in real-time and not permanently stored. Only the generated text note is saved.
Can patients opt out of Seranote?
Abschnitt betitelt „Can patients opt out of Seranote?“Yes. You should inform patients that AI note-taking is in use. If a patient objects, do not start a Seranote session for that consultation.