NEW 3-Tier Support: Quick Explanation

Posted by on May 15, 2017 in Announcements

newsAll Support Requests are now (April 2017 on) streamed into 3 Tiers. (Information post, no action required) 

  • Tier 1 : Non Medical: Administrative, scheduling appointments, billing and office info related issues.
  • Tier 2 : Routine Medical: Regular reports: (Labs, Pathology, Scans etc) ; Simple protocol questions (dose, products etc)
  • Tier 3 : Clinical: These are medical/herbal conversations that would otherwise be held in a face-to-face appointment or consultation.

Help us keep your Clinic Help Desk conversations clear and efficient…..

  1. The office will assign your request to its appropriate Tier – don’t worry about it at all.
  2. If you have several concurrent questions its always best to separate them (at least into separate Tiers). For example sending in regular bloodwork should be kept separate from an appointment scheduling or asking clinical questions.  This helps us progress each item as speedily as possible and prevents an action item from falling through the cracks. Tier 3 requests  (clinical) can contain multiple issues assuming they are all related to the discussion; complexity is often unavoidable in these cases.
  3.  Tiers 1 and  Tier 2 are parallel tracks so Tier 1 does not escalate to Tier 2. However either MAY be escalated to Tier 3. You will be advised if your support request is escalated to Tier 3. Some questions will be obvious Tier 3 from the “getgo” whereas a routine lab report (Tier 2)  may contain information after expert review which then requires a Tier 3 medical discussion or protocol adjustment and would be “escalated” to Tier 3.

At this stage we are gathering analytics from our Clinic Help Desk Software to establish how much time is spent on each Tier  as part of an ongoing systems review to improve our services. Nothing is changing Help Desk users and no action is required…this is an informational announcement.