Clinical FAQs

Last updated: March 11, 2011

Q1. What if my patient cannot log in?
A1. He or she may be using an incorrect username / password, or may not be using a supported browser. For patients, we support the following browsers: IE 6.0, IE 7.0, Firefox (PC), Mac Mozilla (Firefox), and Mac Safari. You may need to reset the patient’s password using the one time password instructions in the ISS user manual accessible from your login.

Q2. What if my clinician or staff member cannot login?
A2. Please complete the support form.

Q3. Why can’t my patient log back into their survey?
A3. If the patient closed out the survey using the “X” in the upper right corner of his or her browser, the software will not recognize that the patient logged out and he or she will not be able to log back in until the survey has timed out. If completion of the survey is time sensitive, please complete the support form. Note: please remind the patient to use the logout menu item instead of the X.

Q4. Why is the site not working or why was I kicked out of system?
A4. If you can reach other sites (e.g., Google, amazon.com) but not ours, please complete the support form. If you cannot reach any sites, please contact your local IT support.

Q5. Why is the patient survey “stuck” or not able to close?
A5. Ask the patient to click the “Finish Later” button. This will log the patient out of the system. Once logged out have the patient log back in and try to click the “Next” then “Close” button again. If this does not work, please complete the support form. Note: this problem may occur when a patient uses the browser navigation buttons instead of the “Next” or “Previous” buttons – please remind the patient to use those buttons.

Q6. How can I check a survey?
A6. If a survey has been scheduled search scheduled surveys by going to Search -> Scheduled Survey on the home page after you login.

Q7. What if my patient mentions too much scrolling (horizontal or vertical)?
A7. We recommend a screen resolution of 1024 X 768. Please contact your local IT support for help with this.

Q8. Why am I unable to find a patient?
A8. To search for a patient please use Search -> Patients on the home page after you login. If you are unable to find a patient, consider the following:

* Was the patient added and spelled correctly? Check the advanced search “Soundex” to search for a name that sounds similar.
* Is the patient name in the correct format (Last name, First name)? Try searching for the first name as the last.
* Is the patient missing from the check in list? If the “check in list” was open when the new appointment was added it will not display the newly added appointment until you click refresh at the bottom of the list.
* Was the patient an add-on appointment for today? The interface only runs at night therefore you will need to manually add the patient.

Q9. The patient or clinician completed the incorrect survey.
A9. Please complete the support form.

Q10. Why am I unable to print the patient summary report?
A10. Please complete the support form.

Q11. Why am I unable to highlight and copy a report?
A11. Reports may be copied only when viewed through the history tab.

Q12. What if I don’t see my problem on the list above or the things I tried didn’t solve the problem?
A12. There is a full user manual available online once you login to the system. If you still can’t resolve the problem, please complete the support form.

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