FAQ
General
Section titled “General”What is Dermloop?
Section titled “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?
Section titled “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?
Section titled “Which countries is Dermloop available in?”Dermloop is currently live in Denmark and Germany, and in beta in the United States.
Accounts & access
Section titled “Accounts & access”How do I get access to Dermloop?
Section titled “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
Section titled “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
Section titled “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
Section titled “Cases & submissions”How long does a specialist review take?
Section titled “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?
Section titled “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?
Section titled “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
Section titled “Hardware”Is the Dermoscope compatible with my phone?
Section titled “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
Section titled “My Dermoscope won’t pair”See the Device Setup troubleshooting section.
Is the Dermoscope CE marked?
Section titled “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
Section titled “Data & privacy”Where is patient data stored?
Section titled “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?
Section titled “Is Dermloop GDPR compliant?”Yes. See Audit & Compliance for details.
How long is patient data retained?
Section titled “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
Section titled “Seranote”Does Seranote store audio recordings?
Section titled “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?
Section titled “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.