We are continuing to support you through COVID-19
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We are continuing to support you through COVID-19

To our valued customers,

We at MedicalDirector thank each and every one of you for your efforts in the community as we all grapple with the COVID-19 pandemic.  Our team is working around-the-clock to provide you with the tools and the support you need as Government directives come through.

Already, new MBS fees are available. Patient templates have been added, pathology requests have been updated and for practices using Helix, these updates are immediate.

We’ve been closely monitoring the COVID-19 situation and, like most businesses, are taking active steps to ensure the safety and wellbeing of our team and the wider community.

Over the past few weeks our dedicated response team has been carefully considering the information and advice available to us from the Australian State and Federal Government Departments and the World Health Organisation. As a result, we’ve decided to take a proactive approach to minimising the risk and spread of the virus by encouraging, wherever possible, our employees to work remotely with effect from Tuesday 17 March and supporting them with the tools they need to do so.  This directive to our team will be constantly reviewed and assessed over the coming weeks, and we will inform you when this position changes.

We recognise that the work of General Practice and the broader health industry is critical at a time like this and we are committed to delivering the best service we can. To get the best out of our service with the changes in our operation we recommend the following channels:

Talk to us about Helix

With MedicalDirector Helix, patient bookings, triage, consults and payment processing can all be accommodated remotely, using one integrated platform. As the COVID-19 situation unfolds, practices using Helix are prepared. Contact the team on 1300 300 161 or make an online enquiry.

Customer Support

For best outcomes please use our LiveChat which is accessible from our website www.medicaldirector.com or our other channels of email customerservice@medicaldirector.com or via our telephone support on 1300 300 161.

Customer Portal

We are rolling out our new customer portal over the coming months to help you manage your relationship with us. We will be sending out invitations to this new service in the coming weeks. Until then, where it relates to managing your account with us, we recommend using online customer checkout and electronic funds transfer (EFT) where possible.

Product Development

Our product development team are working closely with the ADHA, Federal Government and most importantly you, our customers, to make sure we deliver safe and timely resolutions, capabilities and features to support the changing demands on your business during this time. We will be communicating the progress on these initiatives in subsequent communications to you.

Collaboration with other key members of the industry is important in these times. By initiating with Best Practice coding standards for COVID-19 across our respective software, together we can provide greater visibility of the progress of this disease in our communities. We will continue to work with all our customers and members of our industry to support your great efforts during this time.

Kind regards,

Matthew Bardsley
MedicalDirector CEO