Common issues

The draft was missing before my clinic

The usual explanations are that the package arrived too close to the appointment to be processed in time, or that it was matched to a different appointment.

The draft missed something in the package

Correct it in the chart, then tell us using the Feedback button at the bottom of that chart. Misses are the most useful kind of feedback we receive, so send them even after you have fixed the note yourself.

The scribe missed a video consult

In almost every case a different window was shared. The scribe captures audio from whichever window or tab you selected when you started sharing, so that selection has to be the tab the call is running in.

Run the call in a browser tab, choose Video Visit in the Record Scribe bar, and select that tab when you are prompted. There is a fuller explanation in Remote and phone visits.

The telephone visit came out poorly

The quality of a telephone capture depends on how clear the audio coming out of the handset is, because the scribe hears the call through your room. Turning the speakerphone volume up and moving the phone closer to your microphone usually makes the difference. There is more detail in Remote and phone visits.

The note went into the wrong place in the chart

This is usually a matter of EMR configuration.

Getting in touch

Every chart has a Feedback button at the bottom of it. That is the best way to reach us, because it comes through with the context of the chart you were looking at, so we can see which patient and note you mean.