Stat Support

Stat Health Systems (Aust) are proud of the exceptional support service we offer.

Support is provided from 8.30 am to 5 pm (EST) Monday to Friday via 1300 00 7828.

Stat prides itself on providing personalised support to our clients through various channels.

The following outlines what your practice will receive as part of our support service.

Telephone/Email Support

Support telephones are covered from 8.30 am until 5 pm each day and there is also access to after hours support via a mobile number.  An email can be generated from within Stat and sent to the Support team automatically, allowing the team to respond as soon as possible.

Stat Upgrades

Stat will undertake all upgrades of your Stat software and the monthly MIMS upgrades after hours as part of the support agreement ensuring there is no downtime to your practice.

Stat Reference Data Upgrades

The following  reference data is regularly checked and updated within Stat:

• Postcodes
• Price files
• Vaccination Schedules
• Vaccine lists
• ICPC codes
• Pathology test list
• Templates
• Health Funds
• Hospitals
• Medicare Exception Reasons
• eHealth Reference
• Messaging Transport

Your practice will be notified via email, tweets or posting to our Facebook site that this data has been updated.

Practice staff need then only click the update button within the program to obtain the latest information.

Remote Access

All sites are required to allow remote access to enable immediate access if required.

Onsite Support

Should onsite support be requested, Stat Health Systems (Aust) are happy to supply this. Onsite time is charged at $165 per hour plus travel time.

Requests for software enhancements

Should you have a request for an enhancement to the software, you will find a software enhancement form within the software.  Please enter the details and email directly to our Operations team.

A SLA (Service Level Agreement) can be negotiated for additional support requirements if requested.

Customer Service Charter

Our customers can expect:

• Courteous, respectful and prompt service
• Clear and accurate information
• Staff with professional expertise and knowledge
• Confidentiality in accordance with Stat Health Systems (Aust) Confidentiality Agreement

Customer Code of Conduct

It is expected that Stat customers observe the following requirements:

• Treat Stat staff with respect and courtesy
• Unsociable behavior, including abuse towards our staff in the form of intimidating behavior, foul language, verbal or written abuse will not be tolerated