ECR Tracker Frequently Asked Questions
Q: What is the ECR Tracker?
A: The ECR Tracker enables you to create, search for, monitor, update and manage ECRs, either through your EMIS System or through the EMIS Online common room.
An ECR (Incident reference number) is a unique reference for an Incident you log with EMIS Support.
You can also receive emails when ECRs are created or ended, view common bugs, create Incident type reports, and much more.
Q: How can I track reported Incidents to check on the progress of the ECR?
A: In the Summary Information section, select Active to view a list of all outstanding Incidents reported to EMIS Support.
To view details of the Incident, along with any updates, click on the ‘view’ button.
Q: The ECR states that the problem/issue is resolved but it is not actually resolved?
A: In the Summary Information section, select Resolved to view a list of resolved ECRs.
You can reactivate any ECR: click Update on the relevant ECR, and then change the status type to Re-activate.
Note: EMIS recommends that you provide details behind the reason for the reactivation, so that EMIS support can action it immediately.
Q: How do I search for an ECR that I cannot find?
A: On the left-hand side of the screen, select Issue Searches. Type the appropriate ECR number, and then select Search. The relevant ECR is displayed in the ECR Summary Details.
Alternatively you can search on other criteria, for example, Contact Name or Problem Type.
Q: Once I have located an ECR how do I send you further information about it?
A: You do not need to email or telephone, simply select the Update option on the relevant ECR, select a Status Type and add your comments to the free text area.
Q: How quickly is the update information I provide in the ECR tracker received at EMIS Support?
A: Services which collect data and update the EMIS customer database are running on the ECR tracker every few seconds, consequently EMIS Support are instantly alerted to your update.
Q: Can I log new Incidents via the ECR tracker?
A: Yes! Click on the ‘New Incident’ button at the top of the screen where you will be prompted to complete a series of questions in relation to the Incident. This is to ensure your issue is transferred to the correct EMIS Support team and that Support has enough information to investigate your issue further.
Q: Is it possible to attach a document (i.e. error example) when logging a new Incident?
A: Yes! You can add attachments to existing ECRs, to provide further information that could help to resolve the problem.
Once the details have been added, the ‘Add Attachment’ screen will display. Click on ‘browse’ and add your file.
To add an attachment to an existing ECR, click ‘att’ in the Attachment Management column and add your file.
Q: What does the ‘Pending’ status mean?
A: ECRs appearing in the Pending section are problems/issues that require action from you, for example, if a fax is requested by EMIS support.
Note: You must review the ECR regularly and update it accordingly.
Q: Is it possible to view details of any Major Incidents that may be affecting the practice?
A: EMIS Support provides regular news updates including any Major Incidents that are currently known to be affecting a large number of sites. To view these details, do one of the following:
If displayed, click the red scrolling alert above the summary details window to access the Support Services – Status screen.
Note: If the scrolling alert is displayed, this indicates that a Major Incident is currently taking place.
Q: What are common bugs and how can I access these via the tracker?
A: You can look at any current EMIS LV and or EMIS PCS issues, also known as common bugs, by clicking either LV Issues or PCS Issues from the ‘Notice Board’ section under the Support Status navigation pane.
Q: Does the ECR Tracker provide any other useful updates?
A: Yes! The EMIS Access Status option provides information of any known incidents which may be causing problems for patients accessing EMIS Access.
To view details of any known issues, click the EMIS Access Status button at the top of the screen.
You can also view any information on the Notice Board which generally advises you of any changes or additions to the functionality of their system or changes to Support.
Q: Is it possible for me to provide feedback to EMIS Support?
A: Yes! Every six months, EMIS Support adds a questionnaire to the ECR Tracker which consists of approximately 15 to 20 multiple-choice questions. Each questionnaire remains on the ECR Tracker for approximately four weeks and you can view the results of the questionnaire when they have been uploaded.
Q: What if I want to provide feedback in relation to a specific ECR?
A: Each ECR under the ‘Resolved’ section has an option for ‘Score ECR’. This allows you to score each Incident and provide us with information on how you rated EMIS Support.
