5. Frequently Asked Questions
This page collects the questions we are asked most often. If your question is not here — or an answer below raises a follow-up — email support@clearpathhealthsolutions.com or open a support ticket from inside clearPath.
5.1. Hosting and Data Residency
Q: Where is our compliance data stored when we choose the hosted option?
All data is stored in Canada. That includes the instance of clearPath itself, local backups, and the offsite backups to our private cloud. Data never leaves Canadian soil.
Q: What would our URL for accessing the platform be?
Your URL is of the form siteid.cphs.cloud, where siteid is
a short abbreviation of your organisation’s name. For example,
Hope Memorial Hospital is reached at https://hmm.cphs.cloud.
If you are not sure what your site ID is, email support@clearpathhealthsolutions.com.
Q: Is there an additional cost for the hosted solution?
No — the hosted and on-premise versions of clearPath cost the same. You pay for the functionality, not the hosting model.
Q: How long is our data retained?
All audit data is retained for the life of your clearPath subscription. If you cancel, we provide a one-time export of your data in CSV and XML form and keep a single archive copy for 90 days as a safety net before it is permanently deleted.
5.2. Security
Q: Is the web interface secure?
Yes. We use Let’s Encrypt domain-validated certificates for encryption, and certificates are rotated every 90 days. All traffic between your browser and the clearPath server is encrypted with TLS 1.2 or higher.
Q: Do you still require a VPN for access into our facility?
No, we do not. If your organisation already runs a VPN specifically for clearPath access, the associated account can be removed at your convenience.
Q: Does clearPath store patient names, IDs, or any other patient identifiers in its database?
No. clearPath does not collect or store any patient identifiers. The system tracks observations of hand hygiene events at the level of facility, unit, and health care provider category — no individual patient information is captured.
Q: How do you protect user passwords in clearPath ?
User passwords are stored using an SHA-256 HMAC function. Passwords are never stored or transferred in clear text.
Q: Does clearPath support two-factor authentication?
Yes — and in two flavours. Any user can enable time-based one-time passwords (TOTP) from their profile, using any standard authenticator app. Users who prefer not to install an app can instead enrol for SMS two-factor: clearPath texts a one-time code to a verified mobile number at sign-in. Both options sit side-by-side in the user profile; an account can enable either, or neither. See Two-Factor Authentication.
Q: How do we enable SMS two-factor for the account?
SMS delivery requires an SMS gateway to be configured at the system level by an administrator (see system.sms). Once the gateway is in place, users see an “SMS” option alongside TOTP on their profile, enter and verify a mobile number, and receive a six-digit code at every subsequent sign-in. Standard carrier charges may apply on the recipient’s mobile plan.
5.3. Reliability
Q: Do you monitor system performance and uptime?
Yes. We use an uptime monitoring system that alerts us by email and/or SMS if any of the servers are experiencing issues. We track both platform uptime and page-response times.
Q: Do you back up data in the event of an outage or hardware failure?
Yes. For the full backup strategy, click here.
Q: What is your service-level target?
clearPath targets 99.9% uptime measured on a monthly basis. Any planned maintenance is scheduled ahead of time and announced to the clearPath administrator on the account.
5.4. Auditing and the cp2go App
Q: Which devices does cp2go run on?
cp2go is available as a native application for iPad, iPhone, Android phones and tablets, and Windows desktops. It also runs as a progressive web app in any modern browser, and as a web-based auditing screen inside clearPath itself. See Auditing Software for the full matrix.
Q: Can auditors work offline?
Yes. Both the native apps and the PWA keep working when there is no network. Observations are stored on the device and uploaded automatically the next time it is online.
Q: How do new auditors get added?
A clearPath administrator creates a user account with the Auditor role on the appropriate facility, and the new auditor receives a welcome email with their sign-in details. There is no licence charge per auditor.
5.5. Reporting
Q: We have a report we use internally — can you add it to clearPath ?
Yes, very likely. If there is no matching report in clearPath already, we will review the request and add it where it fits the broader platform. See New Report Requests for details on how new report requests are handled.
Q: How often are reports refreshed?
Every report definition is refreshed automatically once a day, generally just after midnight. You can also run a refresh by hand at any time from the row menu on the Reports page.
Q: Can I export compliance data for use in other tools?
Yes. Every report supports CSV and Excel output, and the clearPath REST API exposes the underlying compliance figures for programmatic use.
Q: Why is a distribution list marked “No-Go”?
A distribution list only sends when it has at least one recipient, at least one report, and no stale reports. A “No-Go” badge on the list means one of those three conditions is not met; the hint text on the badge tells you which. See Distribution Lists.
Q: Can clearPath deliver report bundles somewhere other than email?
Yes. Each distribution list picks its own delivery method on the
General tab — Email, FTPS (FTP over TLS to a customer-owned
file server), SharePoint (upload into a Microsoft 365 document
library), or WebDAV (Nextcloud, OpenCloud, ownCloud, Apache
mod_dav, IIS WebDAV, and other WebDAV-compatible shares). A
single account can mix delivery methods across its lists — one
bundle by email, another by FTPS, another to SharePoint, another
to Nextcloud — without any change to scheduling, bundling, or
readiness checks. The Test Connection button on each transport
tab verifies write access end-to-end before the next scheduled
run. See FTPS Tab, SharePoint Tab, and
WebDAV Tab.
Q: How do external recipients get reports without a sign-in to clearPath ?
The Shared Report Download Portal issues a tokenised, time- limited download link for a specific report bundle. Recipients click the link in their email, see a branded download page, and retrieve the bundle without ever signing in to clearPath. Links honour the configured expiry, and access is logged for audit. See Sending a Link Instead of Attachments.
Q: Can we generate a board-ready compliance summary?
Yes. The Executive Hand Hygiene Compliance Summary is a one-
click native Microsoft Word (.docx) document covering the
trailing 90 days for a single account — cover page, branded
header, six themed sections with charts and interpretation,
prioritised recommendations, and a cited references list. It is
ready to hand to a hospital administrator, board member, or
accreditation visitor without further formatting, and is fully
editable in Word, LibreOffice, or Google Docs. Generated documents
land in the standard report directory and can be produced on
demand or scheduled monthly via cron.
5.6. AI Assistant
Q: What is the AI Assistant inside clearPath ?
The AI Assistant is a chat-style helper, accessible from the sidebar on any page, that answers questions about how to use clearPath, summarises what is on the current screen, and — for authorised users — answers questions against the live compliance data in your account. It is page-aware (it knows which screen you are on) and grounded in the clearPath help documentation, so its answers stay on-topic and on-product. See system.ai.assistant.
Q: Is patient information sent to the AI?
No. clearPath does not collect or store any patient identifiers in the first place (see Security, above), so there are no patient names, MRNs, or other patient identifiers available for the assistant to send anywhere. Compliance data passed to the assistant is at the level of facility, unit, observer, role, and WHO Five Moments — the same level the dashboards and reports operate at.
Q: Where does the assistant send our data, and is it used to train models?
Prompts and the supporting context are sent to the upstream AI provider over TLS solely to compute the reply. Anthropic, the provider, does not train its commercial models on data submitted through its API. Nothing is shared with third parties outside the request path.
Q: Can we turn the AI Assistant off for our site?
Yes. The assistant is gated by a system-level switch and by role permissions. A clearPath administrator can disable it for the entire site, or restrict access to specific roles, from the system settings — no code change or redeploy is required.
5.7. Integrations
Q: Can clearPath post notifications into Microsoft Teams?
Yes. Each account can register a Microsoft Teams incoming webhook against a specific channel; clearPath then posts formatted notifications — such as challenge events, distribution deliveries, and threshold breaches — into that channel. See Teams for the Teams setup walkthrough and the event types that can be routed to Teams.
5.8. Languages
Q: Which languages does the clearPath interface support?
The clearPath web interface ships with a built-in multi-language selector — each user can pick their preferred language from the profile menu, and the choice is remembered across sign-ins. English and French are fully translated; additional languages ship as work-in-progress translations and are completed periodically. If your organisation needs a specific language that is not yet included, email support@clearpathhealthsolutions.com — translation strings are externalised, and new languages can typically be added without a software release.
5.9. Passwords and Sign-In
Q: How do I reset my password?
Click the Forgot your Password link on the sign-in screen,
enter the email address on your clearPath account, and follow the
single-use reset link clearPath sends you. The link lets you set a
new password directly — no temporary password to copy, no
administrator involvement, and the link expires after a short
window for safety. For the full walkthrough, see
Resetting your Password.
Q: Why does the sign-in screen reject my correct password?
A few possibilities, in rough order of likelihood:
your account has expired — ask your administrator to extend it.
your role has been disabled or is not configured to allow sign-ins.
caps lock is on, or autofill has substituted the wrong password.
the account was deleted. Email support@clearpathhealthsolutions.com if you suspect this.