What is the context?
As part of our ongoing commitment to delivering excellent customer service, we have conducted a review of our support desk and how we gather information from our clients when they raise a request with us.
Meddbase uses a 'Train the Trainer' type approach. This means we supply training to Superusers. A Meddbase Superuser is an expert within your organisation who takes ownership of the Meddbase platform. Often drawn from administrative or IT staff, Superusers are pivotal in configuring workflows, managing access, and providing day-to-day support for other users
Previously training requests were triaged internally, however, to simplify this process and ensure you can get access to the required resources, you are now able to raise your own requests. We have developed a new form that will help us gather all the necessary information needed to set up a session with our dedicated Application Training Managers.
What is the purpose of the article?
This article will outline what information we need from you to process a Superuser training request. You can raise a ticket for this by clicking the submit a request option and selecting the "I have a request for Superuser Training" from the drop down.
How to complete the request form
Below you will find the questions we will ask in relation to requests of this nature, alongside some guidance on what we need you to provide.
It is important you provide as much information as possible to ensure efficiency and full understanding of your request.
Please note fields labelled with an *asterisk* are mandatory.
| Fields | Guidance | Example |
| Title of request* | Please provide a brief title in relation to your request. | Security Policy Refresher |
| Which area of the system do you require training on?* | Please identify the area of the system you are looking for training in, from the predefined list. | Configuration |
| Are there any specific challenges you are trying to overcome or aims of the training? |
In this box, please provide additional information to support your request.
Perhaps you have a new Superuser who needs to undergo a training academy to get up to speed on the system or maybe you would like to gain a better understanding of how to use the report builder to get better data out of your chamber.
|
"I would like to be trained specifically on security policies as I keep having to grant permissions for my users but they are still being denied access." |
| Please provide the names, roles and email address of all attendees* | This enables us to set up the meeting with the relevant attendees and understand how and where each individual sits in your organisation. | "Attendee 1, Operations Lead, Attendee1@mail.com Attendee 2, Data Analyst, Attendee2@mail.com" |
| What availability do you have for the training? | Please provide a range of dates and times you would be available for training. While our schedule is busy and we may not always be able to match your preferred times, we will make every effort to accommodate your availability. If none of the proposed times are suitable, we will work with you to identify an alternative that fits your schedule. |
"I am available 6th Januar, between the hours of 10:00-13:00, 8th January between 15:00-16:00 or 13th January 13:00-17:00" |
| Our platform of choice when delivering virtual training is MS Teams, are you happy for this to be used?* | If, for whatever reason, you are unable to use MS Teams, please add an alternative platform to the 'any other relevant information' section below. We will do our best to accommodate this where possible. |
"Yes" |
| Is your request for the Meddbase training academy?* |
Our comprehensive Training Academy is designed to provide full, structured training for Superusers of new clients before they begin using the system. The Training Academy offers your team of Superusers a complete learning experience, covering essential areas such as patient management, reporting, billing, and system setup. Additionally, you'll have access to valuable resources like certifications, user guides, and troubleshooting tips to ensure your team feels confident and well-supported when using Meddbase. Please note that this training is a comprehensive, end-to-end program and is specifically designed for new clients with new chambers. |
No |
| Please add any other relevant information* | In this box you can add any information not captured previously, that could be relevant to our team. | Please can any useful knowledgebase articles be shared with us before the session to review. Additionally, can the session be recorded and shared afterwards. |
| Attachments | Please attach any related information that could be helpful for the team. |
Review date
This article was last updated on 16th December 2024