A comprehensive support package for all customers

EMIS Support

EMIS offers a comprehensive support package to all customers. The automated Support telephone system allows callers to select the appropriate Support team from a pre-defined list of numbers. This routes calls directly through to the selected team. Alternatively, callers can select to speak to the Call Centre if preferred, where all the details of the fault will be recorded, generating an EMIS Customer Reference (ECR) number. All details are then passed onto a consultant who specialises in the type of problem reported. The issue may be resolved via the modem, ISDN line or the practice may be contacted for further information or requested to try various options to help diagnose and fix the fault.

Backup procedure

The EMIS system has an automated backup system which, although practice definable, is generally set to activate overnight. Should the system fail to backup, an option to request the system to automatically contact EMIS Support appears on the backup status page.

The patching system

The software distribution system developed by EMIS known as the 'patch', enables practices to receive updates 24 hours a day, 365 days a year. Updates sent via the patch include medical drug and Read code dictionaries, enhancements to the functionality of EMIS software and additional EMIS modules to meet both users' needs and national NHS/DOH initiatives. The patch allows precise version control to improve Support standards and eradicates the risk of software viruses transmitted through disk updates.