There are numerous means by which you can contact HCN Technical Support for assistance with Medical Director 3.
Internet
The most popular mechanism for receiving rapid response is the online Product Support form. This can be found at http://www.hcn.com.au/support/support.asp.
By taking advantage of our online facilities your request for support will be logged automatically and immediately, and assigned to a Support Representative. To further minimise any delay, ensure you select MD3 from the Product drop-down list on the form.
Email is another popular avenue for the swift logging of support requests. The email address for all Medical Director support inquiries is mdsupport@hcn.com.au If you choose to use this method, please ensure you include your Practice ID, software version (Medical Director 3.x, for example) and reply contact details in the body of your message.
Fax
If you have limited access to internet-based mechanisms, we encourage you to fax us instead. All Medical Director 3 support inquiries should be sent to (07) 41511896. Again, please ensure you include your Practice ID and reply contact details in the information you provide.
Phone
We appreciate that you may prefer to speak with us initially, in preference to first contacting us ‘electronically’. The telephone number for Medical Director 3 Technical Support remains 1300 788 802. Whilst we welcome your contact using this method, on occasion due to circumstances beyond our immediate control there may be delays in being transferred to a Support Representative. Such delays are infrequent, and tend to parallel high-traffic periods such as our scheduled updates, for example.
When contacting us by phone, if you are not immediately transferred to a Support Representative you will be presented with our interactive menu, and the following options:
- Press 1: To leave a voicemail
- Press 2: Notices on MD and PS Updates
- Press 3: To hear the Sales message (the phone number for MD3 sales is 1300 300 161)
- Press 4: Technical Support
- Press 6: MBS FEEs notices
Note that you needn’t wait for the prompt to select a particular option; if you know the option you want, simply press the appropriate button to be transferred immediately.
If you are waiting to be transferred to a Support Representative, you will be reminded periodically that you have the option to leave us a message instead. Regardless, you will be responded to as quickly as possible.
This page is available as Knowledge Base Article MD3-09 - Support Options for MD3.