Using Support Effectively

Article author
Gauri
  • Updated

We need the right information to help.

To help us help you effectively, please follow the below guidelines on raising tickets.

Patient Identifiable information.

Please note that our helpdesk software is a third party program and is not Meddbase.
For this reason, we request that no patient identifiable information is provided in tickets. This can be in the form of DOB, names, or screenshots containing their information. If this information appears on a ticket, it will be redacted by a member of our support team.

Please use patient ID's instead of Names/DOB in order to securely identify patients when raising a ticket with us.

Prioritising your tickets

There are four priority levels to select from per ticket raised:

Low
Normal
High
Urgent

Categorise your tickets under whichever level of priority you require the answer.

Low priority tickets may take up to 72 hours to be reviewed, normal tickets may take up to 48 hours, High tickets will be responded to within 24 hours and urgent tickets will be reviewed and responded to within 20 minutes.

Please note Business critical incidences will only be considered as urgent tickets, for example:

  • All users cannot log into Meddbase
  • System is down
  • Cyber Security high risk situation

 

Any tickets that are not business critical will be moved to an appropriate priority level, which our support team will then decide. Our support team will notify you of this change before proceeding to investigate the ticket raised.

What to do for each Ticket Type

We want to be efficient in the first instance, but we cannot do this without having the right information to start with.

The below provides brief guidelines to help get your tickets resolved quickly and effectively.

Please ensure that confidential information remains confidential. Utilise the IDs we have linked to all data recorded in Meddbase, to ensure patient and client confidentiality.

Raising a Question?

Start by telling us what you want to achieve.

Next, direct us to where the query is focussed and provide as much information as possible, e.g. Patient ID, Appointment Details (date / time), Invoice Details (ID number), Location of document template etc.

Finally, highlight where the gap in your knowledge lies.

 

 

Raising an Incident?

Start by highlighting what has gone wrong.

Next, provide examples and evidence of the issue to help direct/show us what you can see.

Finally, tell us what you want us to do to help you with this issue.

Raising a Problem?

Start by highlighting what has gone wrong.

Next, provide examples/evidence (e.g. Patient ID, Appointment Date and Type, Document Type Name, Invoice, report name etc) and evidence (e.g. screen shots) of the issue to help direct/show us what you can see.

Finally, tell us what you want us to do to help you with this issue.

   

   

Raising a Task?

Start by telling us what you want to achieve.

Next, direct us to where the query is focussed and provide as much information as possible, e.g. Patient ID, Appointment Details (date / time), Invoice Details (ID number), Location of document template etc.

Finally, highlight where the gap in your knowledge lies

 

  Contact Support here: https://meddbase.zendesk.com