Support Process for FFS Clinicians

eDOCSNL is committed to supporting its users through a variety of mechanisms. The first line of support is the Telus service desk, it can be reached at 1-888-781-5553. Support tickets can also be submitted and issues resolved through the community portal, which can be found under the “Help” icon on your dashboard.

Remote access tools are available via the Telus support services when troubleshooting procedures require desktop access. For critical issues when the EMR (Electronic Medical Record) cannot be accessed, a dedicated resource and an appropriate response team will be assigned, which will have full access to the user’s EMR with all tools needed to resolve the issue.

TELUS Med Access Service Desk Support Service includes a toll-free line available for support Monday through Friday from 08:00 to 17:00 (NST), except statutory holidays which include: Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, Remembrance Day, Christmas Day, Boxing Day and New Year’s Day.

Support coverage for critical issues, defined as “Access to the EMR is unavailable from all workstations within the clinic “, is available 24/7.

For ongoing issues related to clinical workflow or assistance with problems which the Telus service desk is unable to resolve, please contact eDOCSNL at info@edocsnl.ca.

If your problem does not involve the software directly but is of a more administrative or program level issue, please contact the leadership team directly. Contact information for the leadership team can be found here.

Users should also be aware that Med Access has regular maintenance windows for software maintenance and upgrades. EMR Services will be unavailable during this time. Regular maintenance windows are as follow:

• every day of the week from 01:00 to 05:00 (NST);
• once a week, starting on Saturday at 23:00 (NST) and ending on Sunday at 05:00(NST); and
• (as required) twice a year for a period of 8 hours outside of regular business hours (08:00–17:00 (NST)) at a time that TELUS will communicate to NLCHI in advance and eDOCSNL will notify our subscribers.