The safety and security of our patients and our users is incredibly important to all of us here at Accurx. That means that we make sure that we have robust systems and processes in place for when things go wrong, and we want to make it easy for you to report problems and incidents when they happen.
What should I do if I think there has been an incident?
If you think there’s been an incident, please contact our team of User Support Specialists, who are specially trained to help (See below for more details on how to do this).
The team will work with you to assess your enquiry, and if they determine that it is an incident, they will escalate to the relevant teams and initiate an incident response.
The best way to quickly get hold of us for help is via Live Chat, but you can also message us on social media (we're on Facebook and Twitter @Accurx) or via email.
Live Chat
The fastest way to get in touch with Accurx is via Live Chat, a live messaging function available directly from the Accurx website, or on your Manage Organisation page.
Simply click the green chat bubble at the lower right-hand corner of the page to be connected with an Accurx User Support Specialist.
Live Chat Hours
Monday to Friday 8am to 8pm
Saturdays 9am to 5pm
Sundays/ Bank Holidays 9am - 1pm
Outside of Live Chat support hours, you can still send us messages and our User Support Specialists will respond during the next period of operating hours.
Another way to get in touch with Accurx for support enquiries and feedback is by emailing support@accurx.com.
If you are writing to us about an incident, please include “Incident” in the subject line.
Emails are managed by the User Support team at Accurx, who will respond and try to help as soon as possible.
If your enquiry is urgent, please use Live Chat to quickly get in touch with one of our User Support Specialists.
What will Accurx do next?
Our teams of engineers, clinical leads and security specialists are constantly working to make sure systems are functional and the safety of patients and users are maintained, and they act quickly when incidents happen.
Once an incident is raised, we will create a working group to resolve the incident as quickly as possible, in line with its severity.
Our incident severity classification is aligned with NHS Digital’s Incident Management and Severity guidelines, and we use these to determine how long we have to resolve different types of incidents.