What is the context?
As part of our ongoing commitment to delivering excellent customer service, we have conducted a review of our support desk processes, particularly focusing on how we gather information from clients when they raise a request.
Our new general issue form aims to capture more comprehensive information from the outset. This will help us better understand your needs and provide more accurate and timely support.
What is the purpose of the article?
This article will outline what information we need from you in order to process a general request for support. You can raise a ticket for this by clicking the submit a request option and selecting the"I have a general issue with Meddbase" from the drop-down.
How to complete the request form
Below you will find the questions we will ask if you have a general issue with Meddbase alongside some guidance on what we need you to provide.
Please note fields labelled with an *asterisk* are mandatory.
| Fields | Guidance | Example |
| Title of request* | Please provide a brief title in relation to your issue. | Appointment times in clinicians diary do not match the patient confirmations. |
| Which of the following best describes your issue* | This is a list of areas of the system we typically get requests for support with and will help us identify where your issue is. Please select the option that best describes where your issue sits from the drop-down list. | I am having an issue with an appointment |
| What best describes the nature of the issue?* | This box is used to ascertain the impact of the issue on your chamber, select the option that best describes the nature of the issue from the drop-down. | Moderate functionality loss impacting workflows |
| How many users are affected by this issue?* | This box is used for us to gauge how many users are impacted by the issue, select the option that best describes how many users are affected. | One users is affected |
| Can you please confirm the business priority for this issue?* | We have set clear priorities for how we triage issues at Meddbase, which can be found here. These priorities have not changed. However, in this box we want to know how your organisation is prioritising this request so we can better understand your needs and requirements. You can select from Low, Medium or High. | Medium |
| Chamber Name | This is the unique code for your chamber and is helpful for us to know when your organisation uses multiple chambers | PROD123 |
| Patient ID | If applicable, provide the patient ID number here | 123456 |
| Please tick if your issue has or could lead to a potential data breach | if you believe that your issue has or could lead to a potential data breach please check this box so we can investigate accordingly. | Blank |
|
Please tick if your issue has an impact on patient safety or represents clinical risk. |
At Meddbase, we take Clinical Safety very seriously, if you believe the issue you are experiencing will have an impact on patient safety or represent clinical risk please select this box. |
Blank |
| What type of device are you using when experiencing the issue? |
knowing the type of device you are using to access Meddbase helps us understand if there is a compatibility issue and troubleshoot effectively. |
Desktop/Laptop |
| Which of these best describes your internet connection |
As Meddbase is a cloud-based software, understanding how and where you are connecting to the internet can have a major impact on the system's performance. Selecting the appropriate option from the dropdown may help us diagnose why you are facing this issue. |
Office Wired Connection |
| Which browser are you using to access Meddbase? |
This is the application that you use to access and view Meddbase. As our software is cloud-based, understanding which browser you are using to access our website helps us understand if there is a compatibility issue and troubleshoot effectively. |
Chrome |
| Please add any other relevant information* | Here we are looking for any information not captured in the previous boxes to help us resolve your issue efficiently. Include an exact description of the issue, steps to recreate it, an explanation of the expected behaviour versus the actual behaviour and any relevant screenshots or screen recordings. |
Appointment times in Dr ABC's diary do not match the times shown in patient 123456 confirmation email.
I have checked the services and billing rules and booked an appointment with the same clinician using one of our 'test' patients (22222) and the same issue did not occur.
Can you help me identify the issue? |
| Attachments |
Please attach any error messages or performance related graphs that can help illustrate or provide insight into the issue. |
Attached redacted image with no PID. |
Review date
This article was last updated on 16th December 2024