• Simple
  • Mobile
  • Secure

Frequently Asked Questions

We’ve collected a list of common questions about iOn HEALING™ Mobile App. You can contact us if your question is not addressed here.

What is iOn HEALING App?

iOn HEALING App is a HIPAA (Health Insurance Portability and Accountability Act) compliant mobile application designed to improve customer support, assist in streamlining business processes, and facilitate more efficient and effective communication between Healthcare Professionals and their KCI representatives.

How do I obtain iOn HEALING App?

The app is free for use by Healthcare Professionals in the U.S. and is available for download on the App Store for Apple devices and Google Play for Android devices.

What are the main features of iOn HEALING App?

The app’s primary features include:

  • Connect: Connect directly with KCI representatives to request product information or training.
  • Consult: Consult directly with KCI representatives to share wound information and discuss potential treatment options.
  • Place Orders: Place an order for V.A.C.® Therapy or V.A.C.® Dressing orders and instantly transmit them to KCI for processing.
  • Manage Outcomes: Send your patient’s wound assessments to KCI for reimbursement and claims processing.
  • Product Navigator: Conveniently compare treatment options to identify the optimal path of care for your patient’s wound.
  • Product Portfolio: Obtain information on the wide range of clinically proven wound therapies and dressings by KCI.
  • Video Tutorials: Learn about KCI products, dressing application techniques, mechanisms of action, and much more.


Is using iOn HEALING App allowed by HIPAA?

Yes. HIPAA permits a covered entity, such as a healthcare provider, to disclose Protected Health Information (PHI) for its own treatment purposes or for the treatment purposes of another healthcare provider. The exchange of PHI among healthcare providers and KCI representatives through the mobile application is directly related to the treatment of the patient and, therefore, is permitted under HIPAA.

Is iOn HEALING App secure?

Yes. iOn HEALING App keeps Protected Health Information (PHI) secure with best-in-class security features:

  • Controlled user access
  • Enforcement of complex passwords
  • 256-bit encryption of data in motion
  • Secure monitored servers
  • No data storage on the mobile device
  • Automatic timed log out


How does iOn HEALING App ensure Protected Health Information is safeguarded?

The app is designed to meet HIPAA security standards for protecting patient health information. This includes securing and limiting access to patient data, restricting the amount of patient data exchanged through the app, and encrypting all data during transmission.

Is an internet connection required to use iOn HEALING App?

Yes. The app requires an active Wi-Fi connection or access to a 3G or 4G LTE data connection. The internet connection enables encrypted data to be securely transmitted to and from secure servers.

What happens if I forget my password?

You can reset your password by tapping Forgot Password on the Sign In screen.

Who do I contact if I have a question about iOn HEALING App?

Please contact your local KCI Sales Representative or Customer Support at 1-800-275-4524. You can also get in touch with the iOn HEALING App support team using our web contact form.

I am receiving a pop-up that states “Internet / Server Offline” what should I do?
Some WiFi networks may block connections to outside networks. If you are encountering a problem when attempting to login please try disconnecting from the local WIFI network and using your devices 4G network connection.

I received an “Oops, Please try again” message what should I do?
This message means the transaction was unable to be completed. This can sometimes be due to poor internet connection. Please move to a location that provides a stronger WIFI or 4G signal and reattempt the submission.
I just downloaded the iOn HEALING App on a new device and I’m unable to register. The app is asking for a verification code and I never received it.
We send 6-digit verification codes to the email provided at registration. Please tap Request New Code and in the pop-up ensure that your email address is correct. If it is not please return to the registration page to update it.

If you still did not recieve a verification code the network your email account resides on may be blocking emails from outside networks. Please contact your IT department to ensure the @kci1.com domain is trusted so that you can receive your verification code and order updates from KCI.

How do I add a patient to My Patients list?
Step 1 – From the Home screen tap on V.A.C.® Therapy Orders
Step 2 – Tap on Find a Patient and enter your patient’s details into one of the two searches.
Step 3 – Tap Search

When a patient is located you are presented with two choices.
Add Patient and Continue will add the patient to Your Patients list. Use this option if you are the primary clinical caregiver for this patient in the homecare setting.
Do Not Add Patient and Continue will provide the ability to view the patient’s V.A.C.® Therapy order status or place a one-time supply order.

How do I remove a patient from My Patients list?
To remove a patent from My Patients list touch their name and swipe left. This will open a Remove option. Tap on Remove to remove the patient from My Patient List.

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