Contacting the Echoplex Helpdesk for Support

    Best Practices for Contacting the Echoplex Helpdesk for Support

    To ensure your issue is resolved as quickly and effectively as possible while maintaining compliance with PHIPA and healthcare security standards, please follow these best practices when contacting the Echoplex Helpdesk.

    1. Choose the Appropriate Support Channel

    Urgent / Time-Sensitive Issues (Impacting Patient Care)
    For issues that are urgent, time-sensitive, or directly affecting patient care, please call Support immediately:

    📞 226-473-1255

    Calling ensures rapid triage and immediate attention while maintaining secure handling of critical systems.

    Non-Urgent Requests
    For general inquiries, non-critical issues, or service requests, please use one of the following approved and secure channels:

    These channels are monitored, logged, and audited to support compliance and accountability.

    2. Protect Patient Information (PHIPA Compliance)

    When submitting a support request:

    • Do not include patient names, health card numbers, or full clinical details

    • Use initials or anonymized references where possible

    • Share screenshots only if patient information is fully obscured

    Echoplex follows strict access controls and the principle of least privilege when handling any systems containing Personal Health Information (PHI).

    3. Provide Clear and Complete Technical Information

    To allow efficient troubleshooting without unnecessary exposure to PHI, please include:

    • Clinic or organization name

    • Your name and contact details

    • A clear description of the technical issue

    • Date/time the issue began and frequency

    • System or application affected (EMR, phones, network, etc.)

    • Error messages (if applicable)

    Providing accurate technical context reduces the need for additional follow-ups.

    4. Indicate Urgency and Operational Impact

    Clearly state how the issue affects clinic operations:

    • Patient care impacted

    • Appointment flow disrupted

    • Staff unable to access systems

    • Non-critical or informational request

    This allows Echoplex to prioritize requests appropriately while aligning with healthcare service expectations.

    5. One Issue Per Request

    Please submit separate requests for unrelated issues. This improves traceability, auditing, and resolution tracking in compliance with healthcare IT best practices.

    6. Respond Promptly to Follow-Up Requests

    If additional information or authorization is required, timely responses help ensure issues are resolved without unnecessary delays or security risks.

    7. Avoid Duplicate Submissions

    Submitting multiple requests for the same issue can create confusion and delay resolution. Please update or reply to the existing ticket instead.

    8. Plan Ahead for Non-Urgent Changes

    For new user access, permission changes, system updates, or scheduled work, submit requests in advance. This supports proper change management, testing, and documentation.

    By following these best practices, you help Echoplex Healthcare Solutions deliver secure, compliant, and reliable IT support, ensuring continuity of care while safeguarding patient information in accordance with PHIPA and industry standards.

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