Frequently Asked Questions
Find quick answers to common questions about Empathia AI, including workflow support, customization, integrations, accuracy, language support,
and how it helps clinicians streamline charting across Canada and the U.S.
General:
Empathia goes beyond note generation to support your entire clinical workflow — before, during, and after the visit. It handles in-person, telemedicine, dictation, and multi-speaker encounters, with multilingual accuracy and fully customizable notes that learn your style through Smart Edit and templates. Empathia also automates intake conversations, chart summary, referral letters, consult letters, form autofill, and ICD/CPT/service code suggestions, while working with any EMR and meeting all major HIPAA/PIPEDA/PHIPA/SOC2/GDPR requirements. Designed for both solo clinicians and multi-provider clinics, Empathia offers the flexibility, accuracy, and compliance that generalist tools can’t match.
Empathia AI is one of the only AI scribes fully compliant with both U.S. (HIPAA) and Canadian (PHIPA/PIPEDA) laws, with multi language support and tailored EMR integrations for both markets. It’s also the preferred vendor for multiple provincial programs, Canada Infoway and U.S. health systems.
Yes. Empathia helps smaller clinics reduce documentation time by over 80%, improve billing accuracy, and eliminate after-hours charting. All with flexible and affordable plans and add-ons for selection.
Empathia AI is built for the complexity of specialty care — where chart prep, multi-problem visits, and detailed histories are the norm. Its Chart Summary automatically pulls forward past records, intake details, and key findings, giving specialists an instant, accurate snapshot before every encounter. During the visit, Empathia captures high-precision, specialty-level documentation, supports multi-speaker and multilingual conversations, and adapts to your preferred note structure, your templates. After the visit, it instantly generates consult letters, autofills forms, and suggests accurate billing codes, i.e. ICD/CPT/Service codes. Designed to work with any EMR and customizable for every subspecialty, Empathia helps specialists cut chart prep and documentation time dramatically while improving clarity and continuity of care.
Empathia is designed specifically for the needs of independent providers and small-to-medium clinics. It offers:
- Fast setup and no IT lift: get started in under 15 minutes, no integration delays
- Flexible recording modes: in-person, telemed, or dictation
- Structured, EMR-ready notes: SOAP, consult, referral, billing codes, and patient handouts
- Templates that match your workflow: customize once, reuse everyday
- Multilingual support: serve diverse patient populations
- Built-in telemed: no need for separate virtual care tools
- Compliance-first infrastructure: HIPAA, PHIPA, PIPEDA, SOC 2 Type II, ISO 27001
This makes Empathia a lightweight but powerful choice for busy clinics that want enterprise-grade AI without enterprise complexity.
Read more on our product page.
Integration & Compatibility:
Empathia integrates with Accuro, OSCAR, Juno, Plexia, Elation, Epic, Athenahealth, eClinicalWorks, NextGen, DrChrono, Practice Fusion, Office Ally, TouchWorks, and more coming soon.
Yes. You can easily import your templates by Copy-pasting directly into the platform or uploading template files in text, DOCX, or PDF formats. Don't have a template? No problem. Simply upload your favorite note in the template creator. Empathia AI will securely redact and extract the structure without the PHI and create a template, so your notes will look the same each time. Read more here.
Empathia customizes your note output to match the formatting rules of your specific EMR. You can copy all with rich text formatting—including bold, spacing, bullet points, and section headers—when your EMR supports styled text, ensuring the note pastes cleanly and stays structured. For EMRs that don’t accept rich text, Empathia also offers Copy as Plain Text, which removes styling but preserves spacing, indentation, and paragraph structure so your notes stay readable and properly organized on upload.
Clinical Workflow & Use Cases:
You can auto-generate SOAP, consult letters, referral letters, discharge summaries, patient handouts (in different languages as needed) in your preferred format, from one recording - no additional clicks. Just set your preference once & the notes will be generated each time. You can also generate intake summaries, sick notes or additional letters like appeal letters, disability certificates, transfer notes based on your workflow.
For follow up visits, you can easily review information from past encounters using our Patient Profile feature or incorporate relevant information into the new encounter using the Notepad/Visit Context section in the recording panel.
Yes. Empathia is designed for fully in-person, fully virtual, and hybrid clinics. You can record in-person visits, telemedicine encounters, or dictation with the same accuracy. For virtual care, clinicians can call patients directly through the Empathia mobile app or record visits conducted on third-party telehealth platforms. This flexibility lets you move seamlessly between exam rooms, home offices, and telemedicine workflows without changing tools.
Yes. Empathia is designed to support continuity of care by making follow-up documentation easier and more consistent. Clinicians can quickly access past encounter notes, summaries, and key clinical details through “Patient Profile”. Relevant information can be reviewed or incorporated into the current visit using the notepad or past records panel, ensuring that follow-up notes reflect ongoing concerns, treatments, and changes over time. This helps reduce redundancy and improves the quality of longitudinal documentation across visits.
Of course yes. Empathia can automatically generate billing-related details such as ICD-10, CPT, and provincial service codes (Beta) based on the content of your notes. You can enable billing support within your note template to extract structured codes alongside your clinical documentation. For clinics using forms like disability certificates, referral forms, or requisitions, Empathia supports autofill by pulling key details from the encounter, helping you reduce manual data entry and streamline administrative workflows. You can also autofill pdf forms.
Empathia supports output in 30+ languages, including English, French, Spanish, Mandarin, Cantonese, Farsi, Punjabi, Hindi, Vietnamese and more. While the recording and interface are in English, you can generate patient-facing documents, such as handouts or summaries, in the patient’s preferred language. This is especially helpful for clinics serving diverse communities or working with caregivers and interpreters.
With the “Record Multiple Speakers” feature, Empathia could distinguish between different voices during a visit, such as a clinician, patient, or caregiver. This ensures that each speaker’s input is accurately attributed and organized in the final note. It’s especially useful in pediatrics, geriatrics, or mental health settings where a family member or interpreter is actively involved in the conversation. The resulting documentation reflects the full context of the encounter without confusion or overlap. Read more here.
Our industry first built-in Telemed feature on the mobile app can conduct both phone & video telehealth visits. An encounter note will be auto-generated at the end of the call. You can also record from any third party telehealth platforms, like Zoom, Doximity, Doxy.me, EMR-built in virtual care. Best part, you can wear headset during the encounter recordings. Read details here.
Privacy, Compliance & Consent:
Yes. Empathia AI is fully compliant with HIPAA, PIPEDA, and PHIPA, and adheres to relevant provincial privacy laws such as British Columbia’s PIPA. The platform is SOC 2 Type II and ISO 27001 certified, and is built with rigorous technical, administrative, and physical safeguards to ensure the confidentiality, integrity, and availability of all PHI. Empathia follows robust privacy, security, and breach-response frameworks aligned with HIPAA, HITECH, and U.S./Canadian healthcare IT standards. You can review our full privacy and compliance documentation here. Please read our detailed privacy & compliance document here.
Yes. While consent requirements may vary by region, we recommend informing patients that an AI scribe is being used to document the visit. Most clinicians include this as part of their verbal script or clinic privacy policy. Empathia provides sample consent language and documentation support to help your clinic stay aligned with CMPA and college guidelines. Download the consent template here.
Empathia is built to meet strict privacy, security, and medico-legal standards. All recordings and notes are encrypted, access-controlled, and managed in full compliance with HIPAA, PHIPA, and PIPEDA. Every encounter includes timestamps and audit trails to support documentation integrity. Clinicians always review and finalize the note. These safeguards align with CMPA guidance and provincial College documentation standards for defensible medical records.
Yes. Empathia offers sample AI consent templates, privacy notices, and checklists to help clinics incorporate the tool into their existing documentation and workflow policies. These resources are designed to align with CMPA, college, and regional privacy expectations, making it easy for providers to inform patients and stay compliant. You can customize and distribute them as part of your intake or verbal consent process. Download the consent template here.
When processing uploaded documents, the system extracts only medically relevant information for patient summaries while excluding sensitive personal identifiers such as addresses, personal health numbers, insurance information and phone numbers. Additionally, the screen capture functionality allows you to capture only medically relevant values, significant findings, while limiting the PHI.
Practical Setup & Support:
Empathia is designed for quick, no-hassle setup. Most clinicians can get started in under 15 minutes without any technical support. Simply sign up, choose your preferred note format or template, and start recording, no prior integration or IT configuration is required.
Empathia offers flexible onboarding options to match your schedule and workflow. You can access step-by-step guides, video tutorials, and live demos, or book a personalized 1:1 session with our local team. Whether you’re setting up templates, learning different recording modes, or onboarding your team, we’re here to ensure a smooth transition and long-term success. Review onboarding handbook here.
Yes. Empathia supports fully customizable templates tailored to your specialty. You can use our community specialty templates, modify them to match your clinical style, or create your own easily from existing templates or sample notes. Whether you need SOAP notes, consult letters, procedure notes, milestone summaries, or specialty-specific letters, Empathia adapts to your documentation needs.
We get it, your notes should not only maintain your personal style but also meet documentation guidelines, emphasize relevant information AND be easy to review at a later date. That's why we offer 3 different ways to customize your notes.
- Adjusting your Note settings under the Personalization tab
- Using templates, either from our Community list or creating one of your own
- Smart Edit, to give simple and quick instructions for EMMA to learn your style. For example, Use short form HTN instead of hypertension or write the objective section as bullet points.
Read the full article here.
We know that clinicians often travel to remote areas or experience patchy wifi connections. That's why we designed our robust recording functionality on the mobile app and Chrome extension. It will continue to record even if you are offline & store the information locally and temporarily on your device. Once you are back online, the recording will be processed & your notes will be generated as usual.
If the AI makes an error, you can quickly correct it using built-in manual editing tools or apply Smart Edit commands to adjust formatting and phrasing. Your feedback helps the system learn your preferences over time, improving accuracy and consistency. All edits are timestamped and saved securely to maintain documentation integrity.
Empathia begins adapting to your workflow from your very first notes. Through Smart Edit and personalization settings, you can teach the system your preferred phrasing, abbreviations, formatting, and tone. Over time, it continuously refines its output based on your edits and feedback, typically reaching a high level of personalization within the first few sessions.
Yes. You can customize your output using Smart Edit, personalization settings, and specialty templates. Whether you prefer bullet points, certain abbreviations, or a specific tone, Empathia allows you to set those preferences. You can also submit feedback on any note, and the system will adjust future outputs accordingly to better match your documentation style.
Our expert Customer Support team is always available to help -
Email our team - support@empathia.ai
Schedule a Call - here
Call Us on the phone - 626-217-2048 (US) or 365-747-1490 (Canada)
Chat with us - use the Green "Live Support" button from you web portal
Pricing & Value:
Empathia offers flexible pricing based on usage and clinic size. Monthly and Yearly plans are available for solo providers, group practices, and enterprise teams. All plans include full access to note generation, templates, advanced AI features and responsive customer services. Clinics participating in programs like Canada Health Infoway or AAFP may qualify for subsidized or discounted rates. For detailed pricing, visit our Pricing Page.
Empathia offers four flexible plans tailored to different clinical need: Free, Essential, Premium, and Clinic Bundle. All paid plans come with a free trial.
- Free Plan: Ideal for trying out the platform, it includes 10 encounters every 30 days, a 30-minute encounter limit, access to all premium features, Smart Edit for 1 encounter per day, and access to 10 AI toolkit actions.
- Essential Plan: Designed for high-volume scribing needs. It includes unlimited encounters, multilingual support, multi-patient parallel documentation, daily Smart Edit, and availability of add-on features.
- Premium Plan: Designed for end-to-end workflow support. Adds advanced capabilities like 2-hour encounter limits, built-in telemedicine support, unlimited Smart Edit with AI learning, unlimited AI toolkit, AI patient intake, Chart Smart Summary, Autofill forms, and AI-powered differential diagnosis.
- Clinic Bundle (Group Plans): Tailored for group practices, it offers license management, tiered discounts, flexible locum support, onboarding support, and a dedicated customer success specialist. Clinics can contact sales directly for customized quotes.
- Resident & Medical Student Rate: Empathia offers a special $20/month plan to keep the platform affordable and accessible for trainees who need reliable documentation support during rotations and clinic practice.
Yes, Empathia offers a free trial for all users. The Free Trial Plan includes 100 encounters in 21 days, with access to all premium features, making it sufficient for testing out the full capabilities of the platform.
Empathia AI is designed to significantly reduce documentation time by streamlining the entire clinical note-taking process. On average, clinicians using Empathia report saving 1–2 hours per day by eliminating after-hours charting and minimizing manual data entry. By generating structured SOAP notes, consult letters, referral letters, patient handouts, and billing-ready summaries from a single recording, Empathia enables providers to complete documentation during or shortly after the visit. This not only improves daily efficiency but also reduces cognitive load, allowing clinicians to focus more on patient care and less on administrative tasks.
Clinics typically see ROI within the first 2–4 weeks. By reducing 60–120 minutes of charting per day, improving billing accuracy (often recovering 5–15% in missed codes), and saving 5–10 minutes per patient on chart prep, referrals, and forms, most clinicians regain 5–8 additional clinical hours per week. This can translate into $3,000–$10,000+ in monthly financial impact per provider through increased capacity, recovered billing, and reduced overtime—while also reducing burnout and improving documentation quality.
Partnerships & Programs:
Yes. Empathia AI is a Canada Health Infoway–approved AI scribe vendor, meeting national standards for data privacy, security, and clinical safety. Physicians in participating provinces may qualify for fully funded licenses through Infoway programs.
Yes. Empathia AI is an OntarioMD-certified partner, meeting provincial standards for privacy, security, and EMR compatibility. As part of this partnership, Ontario physicians receive a 25% discount on any Empathia plan, making it easier and more affordable to adopt AI charting in their practice.
Yes, Empathia AI offers a 20% discount on all plans for AAFP (American Academy of Family Physicians) members. This exclusive benefit allows AAFP members to start with a free trial and then continue with discounted access to Empathia’s full suite of AI scribe features, including SOAP notes, referrals, after-visit summaries, billing support, and telemed documentation.
Empathia partners with multiple leading healthcare organizations across North America, including the AAFP, DPC(Direct Primary Care) Alliance, multiple BC health authorities (VCH, PSHA, Fraser Health, Northern Health, Interior Health, etc), the Ontario Nurse Practitioner Association (ONPA), the Society of Rural Physicians of Canada (SRPC), and the Canadian Psychiatric Association and more. These partnerships help ensure Empathia aligns with specialty-specific needs, clinical standards, and emerging best practices across the healthcare community.
Yes, there are pilot programs that Empathia is selected as one of the vendors. For example, BC AI Scribe Trial, Infoway, OntarioMD, AAFP, etc. These programs are designed to lower adoption barriers and help clinics evaluate Empathia’s impact on documentation time, workflow efficiency, and patient communication. Clinics may qualify for funded pilots, extended trials, or group discounts, depending on location, specialty, and partnership status. To learn more or check eligibility, clinics can contact the Empathia team directly.
Empathia AI stands out from other AI scribes for healthcare systems and hospitals by offering an enterprise-ready, flexible, and privacy-compliant solution that addresses both clinical and administrative pain points at scale. Unlike many competitors that focus solely on transcription, Empathia helps summarize patient chart, delivers structured, customizable documentation optimized for downstream use in billing, referrals, summaries, and EMR integration. Its platform supports a wide range of note types across specialties, like consults, SOAP, procedure notes, AVS, forms, and enables multi-user workflows.
We welcome collaboration with health authorities, associations, EMR vendors, and education partners. To explore partnership opportunities, contact partnerships@empathia.ai.
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