How to report a clinic-down emergency (and what happens next)
For when your clinic cannot see patients because of a Curaeon issue — the appliance is down, the system won't open, prescribing or claiming is blocked.
Do this
Call 1300 XXX XXX and choose option 1. Around the clock, every day. Option 1 jumps every queue, and if we don't answer within 90 seconds it automatically pages our on-call engineer with your number.
Phone beats the portal for emergencies for one reason: the conversation. Thirty seconds of questions ("since when?", "every workstation or one?") often halves the diagnosis time.
Can't call? The portal's Appliance issue form has a "my clinic cannot consult right now" box — ticking it triggers the same emergency handling.
Have ready (helpful, not required)
- Since when, and what changed (power blip? renovation? nothing?)
- One workstation or all of them
- The appliance status light colour (KB-010 — Appliance status lights and what they mean)
Don't gather patient examples — we never need them.
What happens next, in order
- Within minutes (10–15 depending on your plan): a human calls you back if we haven't already answered live.
- We work it continuously — nights and weekends included — until you can consult. Not office hours. Continuously.
- Updates every 30 minutes, even when the update is "still working on it, next update 2:30pm". You will never be left wondering.
- If it's hardware, the replacement process starts immediately (KB-012 — What happens during an appliance spare-swap) — you don't need to ask.
- Afterwards, for significant incidents, we review what happened and tell you what we've changed — a summary comes to your ticket.
While you wait — keeping the morning alive
Consultations can usually continue in reduced form: paper scripts remain legally valid, notes can be written up afterwards, and EFTPOS keeps working independently of us. Your team's judgement on clinical safety always comes first — but a system outage rarely has to mean an empty waiting room.
Related articles
- KB-004 — Understanding ticket priorities and what to expect — Understanding ticket priorities
- KB-011 — Appliance appears offline — five checks before you call — Appliance appears offline: five checks