Procedure
How to report a problem
When something needs attention, this page helps you report a problem with the right detail so the support team can act on it.
When something in Pensieve needs attention, report it so the support team can act. This page helps you report a problem with the detail that lets someone pick it up.
A clear first report
A short, plain account with the tool, the time and a reference helps most. It points the support team to the same step you were on.
Report a problem
- 1
Open the help control
Open the help control from the bar in the Chamber, the desktop you sign in to.
- 2
Describe what happened
Write what you did and what you saw, in plain words. A clear account carries further than a long one.
- 3
Add the detail that helps
Add the tool, the time and a reference for the patient or record. A reference keeps the report safe to share.
- 4
Send the report
Send it. The report reaches the support team with the context you gave.
- 5
Keep the reference
Note the reference you receive, so you can follow the report and add to it later.
What to include
| Detail | Why it helps |
|---|---|
| What you were doing | Points the support team to the same step you were on. |
| The tool | Narrows the report to one part of Pensieve. |
| The time | Lines the report up with the record of what happened. |
| A patient or record reference | Locates the record safely, in place of full details. |
| What you saw | Describes the behaviour, so someone can retrace it. |
| Whether it repeats | Shows whether it was a one-off or a pattern. |
In an urgent moment
Care comes first
For an urgent clinical need, act first and report after. Reach the record through emergency access, which stays fully logged, and tell your ward lead.
What happens next
The support team reviews your report and responds. Your reference follows the report, so you can add detail or check where it stands.
A clear first report shortens the time to a resolution.
What should I do in an emergency?
Act first. Reach the record through emergency access, which stays logged, and report the problem once the patient is safe.
How much patient detail should I include?
A reference for the patient or record is enough. It locates the record safely, in place of full details.
Where do I find my report again?
Keep the reference you receive. It follows the report, so you can check where it stands or add more.
Read how to steady your work when the system is slow, on if the system is slow.