Something isn't working. How do I report a problem?

This is part of the Clinical Content System subscription. If your clinic isn't subscribed yet, you can see what the Clinical Content System includes.

Sound familiar?

A button doesn't do anything. A page shows something that looks wrong. A number doesn't add up. Or you've noticed the "It's early days" notice at the top of every screen and wondered what it means 🛠️.

What's happening

You're one of the first clinics using a brand-new and complex system, built from the ground up, in a field that is changing fast. That's what the "It's early days" notice at the top of each screen is saying. Most things work as they should, but glitches can happen, and when they do we want to hear about them straight away.

The quickest way to tell us is the Coki chat: the round icon at the bottom right of every screen.

Why it works this way

A report that says exactly where and what lets us go straight to the fault instead of asking you questions first. A screenshot often saves a whole round of back-and-forth. That's why we ask for the four details below: with them, most problems can be investigated the same day you report them 🙂.

What to do now

  1. Click the Coki chat icon at the bottom right of the screen.
  2. Tell us:
    • which page you were on
    • what you were doing
    • what happened
    • what you expected to happen
  3. Add a screenshot if you can.
  4. Send it. We pick it up within one working day.

If Coki can answer your question straight away (for example, how a feature works), it will. If it's a fault, it's passed to the team with your details, so you don't need to explain it twice.

The question behind the question

"Is it something I've done wrong?" Almost never. If a button or screen doesn't behave as described in the help centre, treat it as something for us to look at, not something for you to work around. Reporting it helps every clinic using the system, not just you.

The next question is usually...

Still stuck? This usually means...