Support - Medisoft

The Medisoft Support Desk provides access to remote technical support for customers with current support contracts.

Our friendly, knowledgeable support team is the first point of contact for all Medisoft enquiries. They handle functionality queries, technical issues and provide guidance on standard audits. They can be reached using the below phone number.

Tel: +44 (0)113 347 2020

To send them an email, please use the following email addresses, noting that Personally Identifiable Data (PID) should only be sent to their NHS email address.

E-Mail: Support@medisoft.co.uk

NHS E-mail: Medisoft.Support@nhs.net – (PID)

For further details of Medisoft’s process for handling Personally Identifiable Data, please click here.

We ask all customers to request custom audit reports using our online form, so that we can be sure that we have sufficient details in writing to respond quickly and accurately. Please click here for the online form.

Support hours:

UK 8:30am – 5:30pm Monday to Friday (excluding English Public Holidays)

Our support team answer calls from both IT and clinical staff that require assistance. To help us handle each enquiry quickly and efficiently, please have the following information to hand where possible prior to calling and/or sending via an e-mail:

A detailed description of the problem.
The area/screen of the system affected.
Any screenshots or error message evidencing the problem.
What the user was/is doing.
The extent of the problem (for example: one user or more).
The impact of the problem upon the Department/Hospital’s operation.
The username of the user impacted.
Any other pertinent useful information

TICKET HANDLING

Each enquiry will be logged and will receive an automated email which includes a unique ticket reference and progress reports at regular intervals. Please use the unique ticket reference when following up with our support team.

Personal Identifiable Data handling

Our medisoft.co.uk e-mail is stored on a secure server but (as with any Internet e-mail account) could potentially be viewed in transit. It should not be used for sending sensitive information such as patient details.

The Department of Health advises that identifiers such as the NHS number are classified as Personally Identifiable Data and should not be sent by e-mail.

We have a secure e-mail account for NHS users, Medisoft.Support@nhs.net.

E-mail sent from any e-mail address ending @nhs.net to medisoft.support@nhs.net is fully secure and can include Personally Identifiable Data, where it is strictly necessary for Medisoft’s support team to have access to this information.