A helpdesk exists so clinical and office staff can focus on residents. Still, a surprising share of support calls come down to a handful of familiar problems with simple fixes. Teaching staff to try a few safe steps first saves time for everyone, as long as they know when to stop and ask for help.
Here are ten quick fixes worth printing and posting near nurse stations and in the business office, along with notes on when to escalate.
It is a cliché because it works. A computer that has run for days can slow down or freeze. Save your work, restart and try again. On shared workstations, check with the unit before restarting so nobody loses work.
If a computer says it has no network, glance at the cable and the wireless icon. A loose network cable is a common cause. If several people in the same area have no network, skip ahead to the helpdesk, because that is probably not a one-computer problem.
If a program becomes unresponsive, close it completely and reopen it. If a browser-based system such as your EHR acts strangely, close the tab and sign in again.
A page that fails to load may succeed on a refresh. If your organization uses a specific supported browser, use that one. Do not install other browsers or extensions without approval.
It sounds silly, but it is a frequent cause of failed sign-ins. Also check that you are typing the right username format. After a few failed attempts, stop, because repeated tries can lock the account.
If your organization offers self-service password reset, use it rather than waiting on hold. If you suspect somebody else knows your password, report it to IT instead of simply resetting.
Before reporting a printer problem, check for paper, jams, an open tray and whether the printer shows an error on its screen. Make sure you chose the right printer. Note the printer's name or label, since that helps the technician.
If a cart's computer freezes or loses its connection, follow the documented procedure for that cart. Many have a specific restart or reconnect sequence, and battery issues can cause odd symptoms. Check that the cart is charged and the wireless indicator looks normal. If a cart is down, switch to your downtime procedure and call the helpdesk immediately.
For telehealth and video calls, confirm the correct microphone and camera are selected inside the meeting app, and that the volume is up. Close other programs using the camera.
If the fixes above do not work, take a photo or screenshot of the error and note what you were doing when it happened. This is the most useful thing you can give the helpdesk, and it shortens the call.
Some actions should never be tried independently.
Do not turn off or unplug servers, network equipment or anything in the wiring closet
Do not disable antivirus or security tools to make something work
Do not install software from the internet or from email
Do not click links in suspicious messages while troubleshooting
Do not share your password with a coworker or technician. A legitimate helpdesk will not ask for it.
Skip the quick fixes and call right away if:
Several people or an entire unit are affected
The EHR, phones or nurse call system is down
You see a ransom message, strange pop-ups or files that will not open
A device containing resident information is lost or stolen
You think you clicked a malicious link or entered a password on a fake site
Post a one-page version near the equipment, include it in orientation and revisit it when problems recur. Good habits reduce downtime and make support interactions friendlier.
UnityCare IT can supply a customized quick-reference sheet for your facility, with your helpdesk number and procedures for your specific carts, printers and systems.
Call or text: 405-285-3845
New customers: start@unitycareit.com
Existing customers: support@unitycareit.com
Address: UnityCare Technologies, 2524 N Broadway Ste 554, PMB 947974, Edmond, Oklahoma 73034-4172