SureAdhere Training Videos and FAQs

Training Videos

All SureAdhere training videos can be found in the SureAdhere training video library.

Training Videos for Tuberculosis Treatment

Watch these in the Training Videos for Tuberculosis Treatment folder.

1. Patient Mobile Application

2. New Patient Account Setup

3. Create and Edit a Regimen for Tuberculosis Treatment

4. Monitoring a Tuberculosis Treatment Dose

5. Monitoring Patient Analytics

6. Dashboard Navigation

7. Pill Count Feature

8. Virtual Care Preferences

Training Videos for Medicated Assisted Treatment

Watch these in the Training Videos for Medicated Assisted Treatment folder.

1. Patient Mobile Application

2. New Patient Account Setup

3. Create and Edit a Regimen for Medicated Assisted Treatment

4. Monitoring a Medicated Assisted Treatment Dose

5. Monitoring Patient Analytics

6. Dashboard Navigation

7. Pill Count Feature

8. Virtual Care Preferences

Platform FAQs

General

What is the pricing?

Request our latest pricing details here.

What languages are supported in the SureAdhere Mobile Application?

Currently the mobile application supports the following languages. The languages are available on both iPhone and Android unless noted otherwise.

Note: Full language support will be implemented in our highly anticipated Version 4 release expected in 2027.

What devices are currently supported for the SureAdhere mobile application?

SureAdhere supports recent versions of iOS and Android. For best results, keep the phone's operating system and the SureAdhere app up to date.

Staff Accounts

How do I create a staff account?

Note: only individuals with Client Administrator and Site Staff Administrator roles can create and edit staff accounts.

1. Click on green plus icon at top of page and select 'New Staff'

2. Input staff information

3. Click green 'Save' button

How do I edit a staff account?

Only individuals with Client Administrator can edit staff accounts. If you are a Site Staff Administrator you will need to ask the Client Administrator to make the desired edits.

1. Click the 'Staff' tab

2. Select a staff member

3. 'Edit Staff Account' window will open

4. Edit information

5. Click green 'Save' button

How do I reset my password?

On login page:

1. Click 'Forgot your password?' and follow instructions

Within Provider App:

1. Click 'Reset Password' in upper right corner

2. Provide username and email address to receive verification code

3. Follow further instructions to reset

How do I change the language of the Provider App?

Once logged in:

1. Click the person icon in the top right hand corner of the screen

2. Select "Choose Language"

3. Choose your preferred language

The Provider App will default to your preferred language going forward.

Patient Account Management

How do I create a new patient?

1. Click green plus icon in top right corner

2. Click 'New Patient'

3. Input patient information.

4. Click green 'Save' button

How do I assign a Patient Manager and/or Treatment Monitor to a patient?

1. Select patient

2. Select 'Profile' tab

3. In the 'Treatment Team' section select a Patient Manager and Treatment Monitor

How do I retrieve a patient’s PIN?
Note: If the patient forgets their PIN, their provider can either reset the PIN or locate their existing one.

Reset PIN:

1. Go to the patient’s record.

2. Click on the “Profile” tab.

3. Scroll to the bottom of the page.

4. Click “Send/Reset PIN” button.

5. The PIN that is displayed on the screen will be the patient’s new PIN.

Locate the existing PIN:

1. Go to the patient's record.

2. Click on the “Messages” tab.

3. Find the most recent PIN in the messages list.

4. The PIN will need to be shared with the patient outside of the platform.

How do I Deactivate or Reactivate a patient?

To deactivate a patient:

1. Login and navigate to Patients → Profile tab.

2. Under Account setup you’ll see a check box next to Account is active.

3. Untick that box.

4. Scroll to the bottom of the page and choose Save.

5. The Patient will be moved to Patients → Inactive tab where they can be accessed if needed.

To reactivate a patient:

1. Login and choose the Patients → Inactive tab

2. Choose the patient and navigate to their Profile tab

3. Under Account setup you’ll see a check box next to Account is active.

4. Tick that box and a green background and white check will appear.

5. Scroll to the bottom of the page and choose Save.

6. This will move the patient back to the Patients → Active tab.

SureAdhere can also deactivate patients automatically after a year of inactivity — see Automatic Inactive Patient Deactivation.

Monitoring A Dose on the Adherence Tab

How do I unlink a video from a dose and/or link a video to a dose?

• Videos can be unlinked from a dose and re-linked to a different dose if needed.

First you need to unlink the video from a dose,

1. Select the day the video is linked to.

2. Uncheck the check box next to the video.

3. Click SUBMIT REVIEW button at the bottom of the dose details.

When escalation is in use, you'll see 'Submit and flag' and 'Submit and resolve' — see Monitoring Treatment Adherence.

To link or re-link a video to a dose:

Note: videos can only be linked to a day that has a dose assigned.

1. Go to the Adherence Tab

2. Find the desired dose day on the Adherence Calendar and click on the day you want to link the video to, it should turn Green

Open

3. Select the “All” tab under Events.

Open

4. Find the video that needs to be linked and check the box.

Open

5. Click SUBMIT REVIEW button at the bottom of the dose details.

When escalation is in use, you'll see 'Submit and flag' and 'Submit and resolve' — see Monitoring Treatment Adherence.

Open

6. This will link the video to day you chose on the calendar

Open

How do I know if a video is new or has been watched?

1. All new videos will be collected in the "New Patient Videos" task list on the Dashboard page.

2. In the patient's Adherence Page, all new videos will display a blue bar. Once the video has been reviewed it will no longer display the blue bar.

Open

Regimens

How do I open the regimen edit tab?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

How do I schedule a split dose?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

How do I stop an individual drug within a drug schedule?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

Can I edit the days per week a dose is scheduled for?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

When should I reopen a drug schedule?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

How do I add an unscheduled drug?

1. Select patient

2. Click 'Adherence' tab

3. Click 'Dose details'

4. Click 'New Unscheduled Drugs'

5. Input the necessary information

What should I do if my patient has a gap in their treatment?

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

Where can I find inactive drug schedules?

• Inactive drug schedules will remain visible on the regimen tab.

Can I delete an individual drug or a drug schedule from the regimen page?

• No. Drugs and drug schedules may not be deleted in an effort to eliminate accidental deletion of data. However, individual drugs and/or drug schedules may be stopped if they should no longer be a part of the patient’s treatment.

Regimens are managed in the regimen builder — see Regimen Management for current step-by-step instructions.

Verified against SureAdhere release 3.7.3 (July 2026).