KB-006Service infoHow-to

How to report a clinic-down emergency (and what happens next)

For when your clinic cannot see patients because of a Curaeon issue — the system won't open on any computer, or nobody can get into a record.

Is it clinic-down?

Not everything that stops is an emergency. If the scribe stops mid-clinic, the consultation does not: every note can be typed as it would be in any other system, nothing already recorded is lost, and the visit is signed off the same way. Report that when convenient (KB-054 — Scribe option missing, "appliance is busy", or the draft never arrives). Clinic-down is the practice, not one tool.

Do this

Call 1300 XXX XXX and choose option 1. Support hours are Monday to Friday, 8:00–18:00 Sydney time. Outside those hours, call or text the same number — it is answered on a best-effort basis, so leave a message that says "clinic cannot consult" and a number to call back.

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 Raise a ticket form has a box: My clinic cannot see patients right now. Ticking it makes the ticket our top priority.

If you do use the form, tick this box — it makes the ticket our top priority.

Have ready (helpful, not required)

Since when, and what changed (power blip? renovation? an update last night?)
One workstation or all of them
Whether a banner at the top of the screen says the web and the server are on different versions — if it does, the fix is a restart of the server program, not a call (KB-037 — Screens blank or behaving oddly after an update: the version-mismatch banner)
The appliance status light colour, if the scribe is part of it (KB-010 — Appliance status lights and what they mean)

Don't gather patient examples — we never need them (KB-007 — Why we never need patient details in a support ticket).

What happens next

A clinic that cannot consult is worked ahead of everything else in the queue.
We stay on it through the ticket and by phone until you can consult again, and updates come on the ticket — if you have not heard anything and need to, reply on it or call.
If it's hardware, the replacement process starts from the same ticket (KB-012 — What happens during an appliance spare-swap) — you don't need to ask.

We would rather promise what we staff than what sounds good on a page: response times beyond the hours above are not published here. If your practice needs a written after-hours arrangement, ask on a 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; EFTPOS keeps working independently of us. If only the main app is down, the practice manager's console at http://<practice-server>:8080/admin still shows backups and sessions (KB-068 — Use the standalone admin console when the main app won't load). Your team's judgement on clinical safety always comes first — but a system outage rarely has to mean an empty waiting room.