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Questions we are asked before every demo
If yours is not here, ask. You will get an honest answer, including when the answer is that we are not the right fit for your service.
Ask a person instead
Write to info@viewde.com in German, Dutch or English. Replies come from a named person within one working hour, Monday to Friday, and are rarely a link back to this page.
If you would rather talk, say so and give us a number and a time. Existing customers use support@viewde.com.
Before you buy
How long does a rollout take?
Five weeks for a single house, eight to twelve for a group of up to ten. The limiting factors are usually the works council process in Germany and how quickly your team can review the migrated care plans.
Who do we actually buy from?
In Germany, Austria and the Netherlands, from the implementation partner covering your region. In Ireland and the UK, directly from Viewde. The platform, the price and the data processing agreement are the same either way.
Can we see it working somewhere real?
Yes. We will introduce you to a provider of similar size in your own country and language, and stay out of the call.
Do you offer a free trial?
No. A trial with fictional residents teaches you nothing and a trial with real ones is a rollout. We demonstrate with your own documentation instead, and the first month is refundable in full.
Are you the right supplier for us?
Not always. We are weak in home care routing and we do not build billing or occupancy systems. Three prospective customers were told to buy elsewhere last year.
Germany and works councils
Will our Betriebsrat approve this?
That is their decision. Of 14 co-determination processes we supported last year, 31 concluded with approval, two with conditions we implemented, and one service chose not to proceed. We attend meetings at no charge.
Does the system fit the Strukturmodell?
It is built on it. The SIS, the risk matrix and the Maßnahmenplan are the structure of the record, and routine care is confirmed by exception rather than narrated.
Can we fund this through the Pflegekassen?
Usually in part, under §8 Abs. 8 SGB XI. 74 of our German customers have done so and our partners prepare those applications routinely.
Is the BtM register legally sufficient?
It is built to BtMVV requirements with dual signature and a running balance. Your partner will confirm the position for your Land, and we will provide the documentation your Apotheke needs.
Day to day
What happens if the network drops?
The app keeps working. Entries hold the true time they were made and synchronise when the connection returns. Staff see an offline indicator.
Do we have to buy your tablets?
No. Viewde runs on Android 11 and later, iOS 16 and later, and any current desktop browser. Hardware is usually supplied by your partner because most services would rather not source it.
How many languages does it run in?
Five: German, English, Dutch, Polish and Romanian. The record itself is held in the service's official language, with the carer's original text retained.
How do Leiharbeit and agency staff get access?
Accounts are issued for a single shift, limited to the residents concerned, and expire automatically. There is no per-user charge, so nobody needs to share a login.
Can we keep paper alongside it?
For the first fortnight, and most services do. Running both permanently creates two versions of the truth.
Data and compliance
Where is our data held?
In Frankfurt with failover in Dublin, both EU.
You are an American company. Can the US government access our data?
European data is held and processed by our Irish entity and US staff have no standing access. Incident-specific access is time-limited, logged and reported to you; it happened four times last year. We have never received a government request for European customer data and publish a transparency statement twice a year.
Is our data used to train AI models?
No, and this is contractual, not just a policy statement.
Can an entry be deleted?
Never. A correcting entry appears alongside the original with both names and both timestamps.
What do we get if we leave?
A full export in PDF, CSV and FHIR-structured form within five working days, at no charge, plus support for your next supplier's import.
Support and money
Who actually supports us?
Your implementation partner first, in your language and local hours. Anything they cannot resolve comes to Cork, 06:00 to 22:00 CET, and at any hour if it is clinical. In Ireland and the UK, Cork handles everything.
Is support charged?
No, and there is no premium tier. Charging for support creates an incentive to build software that needs it.
Do prices rise?
Fixed for the term. At renewal, capped at HICP inflation or 4%, whichever is lower.
Why is the partner's price separate from yours?
So you can see what you pay for software and what you pay for people. Bundling them is how implementation quality becomes invisible.
Still deciding?
Book a demo and bring your most awkward question. We would rather answer it now than at the 90-day review.