Support

We're a small team and we answer every message ourselves. Whether you're evaluating Lucido or running a clinic on it, here's how to reach us and where to find answers.

support@lucido-go.com

We aim to reply within one business day (Monday–Friday). We're in Illinois, so that's Central time. During an active onboarding or pilot we're typically much faster, and we'll give you a direct line for the go-live window.

A note on urgent clinical matters: Lucido is a monitoring assistant, not an emergency service. Anything happening with a patient in the room is handled by your clinical staff and your own emergency procedures — support here is for the software.

Guides

Two guides live inside Lucido, on your Today dashboard once you sign in: the full user manual, and a few-page essentials sheet to print for reception. If you're evaluating and not signed in yet, the public guides at lucido-go.com/learn cover the REMS requirements, the two-hour monitoring window, the seven-day filing deadline, and a checklist for starting a Spravato® clinic.

Frequently asked

What is Lucido?

Lucido is a web-based application built specifically for Spravato® clinics to manage REMS (Risk Evaluation and Mitigation Strategy) compliance. Staff enter vitals and observations on a phone in the room, with a reminder at each required interval, and the monitoring form is complete at discharge, ready to file with one touch. Most clinics run this today on clipboards and phone timers; Lucido replaces those.

Can we try it before committing?

Yes. Sign up, add a room and a staff member, and run a practice session; it takes minutes and there's no sales call. Or request a demo from the homepage and we'll set you up with demo access and a 20-minute live walkthrough.

Does Lucido automatically submit the REMS forms?

Yes — by fax, the way the REMS program itself accepts forms. One-touch submission transmits the filled forms straight to the Janssen REMS fax line over a HIPAA business-associate fax service. Delivery is confirmed, the sessions are marked as filed automatically, and every transmission gets a downloadable delivery receipt — kept in a permanent archive as concrete proof of when it was sent and delivered. Prefer to handle filing yourself? Download the forms (PDF or CSV) and submit them your own way. Fax is the only way the REMS program accepts these forms today; if a direct upload channel ever opens, we'll support it.

Will Lucido remind us about filing deadlines?

Yes. If any unfiled REMS form comes within 2 days of its 7-day deadline (or goes past it), the clinic owner gets a reminder email, and every Monday morning a short weekly digest summarizes the week: sessions completed, forms filed, anything still outstanding, and medication changes awaiting review. Both emails carry counts and a link only — never patient details — and each can be switched on or off any time from the REMS filing page. The same nudges also appear on the day board itself.

Which names appear on the REMS form?

The SPRAVATO® REMS Patient Monitoring Form carries exactly two people:

The patient — their legal first and last name (plus middle initial, if entered), exactly as recorded under Patient identity. This is the name Janssen's program requires.
The administering clinician — printed in the form's Provider field as the first and last name of the staff member who administered the dose for that session. (The provider phone comes from your clinic settings, and the provider email is either your clinic-wide address or that clinician's own, depending on your setting.)

Those are the only individual names on the form itself. The supervising clinician and the patient's prescribing provider are recorded in Lucido and appear in your CSV/PDF exports, but the Janssen monitoring form has no field for them, so they don't print on it.

If you set a patient's preferred name (a nickname or the name they go by), Lucido uses it only for day-to-day display and addressing in the app — room cards, the day board, staff screens — never on the REMS form, the exports, or the completed-session record, which always carry the legal name for compliance.

Can Lucido integrate with my existing EMR system?

Not directly yet — Lucido doesn't have native, live EMR integrations (that's on the roadmap). But it's built for data portability in both directions: export session histories and patient profiles as CSV, PDF, or Excel whenever you need them.

Getting your roster in is easy: export it from any EHR or practice-management system as a CSV and run it through Lucido's guided import wizard — a three-step flow (upload → map columns → preview) that handles the fiddly parts:

Automatic column mapping — it recognizes common headers (“DOB”, “Date of Birth”, “birth_date” all match), you fix any guess in a click, and there's a built-in template CSV.
Smart parsing — splits combined name (“Patel, Sarah”) and prescriber (“Dr. Anna Reyes”) columns, and accepts almost any date format.
A full preview before anything saves — every row flagged as new, already on your roster, a repeat in the file, or an error that won't import.
No duplicates — rows matching an existing patient (name + birthdate) are never re-added; leave them untouched or refresh their meds (every change lands in the medication-changes report).
More than names — preferred name, current & concomitant meds, dose, prescriber + NPI, REMS status, transport, and notes, up to 500 patients per import.

How does Lucido handle patient updates, such as medication changes?

If a patient reports a medication change or other update during a session, staff record it on the same phone they're running the session from. Lucido then generates an automatic report you can download, so the clinic is alerted to update the patient's chart in your other systems.

Does Lucido check medications for concomitant-drug concerns?

Yes — as an advisory prompt. When a medication the SPRAVATO® REMS monitors (benzodiazepines, sedative-hypnotics, opioids, psychostimulants, MAOIs) is entered for a patient but the concomitant-medications question isn't marked yes, Lucido flags it and asks staff to complete a quick review before the record saves — either mark concomitant meds present, or confirm it's been reviewed. The same advisory shows on the staff check-in card and on flagged rows of a CSV import. Each clinic can tailor the list under Settings → Medication screening — view the built-in drugs, turn a class off, or add your own medications and brand names. It flags the drug class for your clinician to review; it does not make a clinical judgment, replace a prescriber's review, or claim to be a complete drug-interaction checker.

What happens if a staff member's phone dies or the connection is lost during a session?

Nothing is lost. Lucido runs on Amazon Web Services (AWS), so all data lives on the server, not on the individual device. If a phone dies or loses connection, staff log in from a desktop or another device and resume the session — timers and vitals are where they were left.

What information does Lucido collect?

The minimum the REMS workflow requires: patient identifiers, vital signs, dosing details, and session observations.

What kind of support is available for new clinics?

Onboarding is done with you live — a walkthrough, help importing your patient roster, practice runs before your first treatment day. After that, clinics joining now get a real say in what gets built: feature requests go to the person who writes the code.

How do I reach support?

Email support@lucido-go.com. Include your clinic name so we can find your account.

Where is our clinic's data stored, and is it secure?

Lucido runs entirely on HIPAA-eligible Amazon Web Services under a signed Business Associate Agreement. Data is encrypted in transit and at rest, and every action that touches patient information is written to an append-only audit log. The full write-up is on our Security & HIPAA page, and we're glad to walk your medical director through it.

How do we get our records out?

Everything you need is exportable from the app — per-session REMS PDFs, end-of-day bundles, and CSV roll-ups. By design Lucido auto-deletes the underlying session record a short, configurable window after each session (14 days by default — you set it in Settings), so the rule is simple: export and file as you go, and the signed PDF in your cabinet is the system of record. We're not a long-term record store.

How much does Lucido cost?

$180 a month per clinic location — the current early-adopter rate — with no per-session or per-patient fees and no paid tiers. Month-to-month; cancel any time. Networks running several locations get automatic volume pricing down to $150 a location. Full details are on the pricing page. If a payment ever lapses, there's a 14-day grace period, and even after that only new sessions are blocked — your existing records, REMS filing, and exports stay available.

I think I found a security issue — who do I tell?

Please email support@lucido-go.com with steps to reproduce and the affected URL, and please don't test against live clinic data. We acknowledge reports within 2 business days — the same terms published in our security.txt.

See also our Terms of Service and Privacy Policy. Lucido is operated by TASHABAR LLC, doing business as Lucido.