You write to us
Email or the contact form. A person picks it up and helps you get started.
Support
We stay after go-live.
Software earns its place when a person answers on a busy day. CareEngine support is run by the team that builds and hosts your system.
For a new hospital enquiry, book a walkthrough.
When something needs attention
Simple to start. Clear to finish.
You can describe what the staff are seeing; we will take it from there.
We look, with permission
We check the system remotely to understand what changed. Access is permission-based and logged.
Fix or plan a visit
Most issues are settings, access or training. If hardware or an on-site visit is needed, we schedule it with you.
Confirm and prevent
We confirm with the staff who reported it, note the cause, and adjust the setup so it stays fixed.
Remote management
Most problems are solved before anyone notices.
Because we host and maintain CareEngine, we can keep an eye on the parts that quietly go wrong: a backup that stopped early, storage filling up, an update waiting, an error repeating in a corner of the system.
When something does need attention, we usually know before the front desk has to ask. And if it is urgent, you can still reach a person directly.
Ask about our support scopeDaily health checks
Services, storage, queues and errors are checked in the background every day.
Backups verified
We verify that each backup completed successfully.
Updates in quiet hours
Upgrades are planned with you and applied outside peak OPD hours.
Access with permission
Remote sessions need your approval, and every session is recorded in the audit trail.
Training
Training that survives staff changes.
A system works best when the person at the desk knows it well. We train by role, keep the guides short, and come back when someone new joins.
- Role-based sessions at go-live: front desk, doctors, nursing, billing and pharmacy.
- Floor support through the first days, when the real questions appear.
- One-page guides for the tasks each desk does every day.
- Refresher sessions when staff or workflows change.
Sample training plan
ABC Hospital
Front desk2 sessionsDone
Doctors1 sessionDone
Nursing1 sessionDone
Billing2 sessionsTomorrow
Pharmacy1 sessionTomorrow
Guides kept at each desk Refreshers included
What’s included
An agreement you can read.
Support is part of the deployment from day one. The exact scope, hours and response expectations are agreed in writing before go-live — in plain language.
We agree on what your hospital needs and put it in the agreement.
- Implementation and configuration for your workflows
- Role-based training at go-live
- Remote support by email and secure remote session
- Scheduled updates and version maintenance
- Backup and system-health monitoring
- Periodic reviews and refresher training
Support questions
What owners ask before go-live.
The questions that matter are usually about the unglamorous days: internet outages, staff changes, a printer that stops.
Ask us directlyWhat happens if our internet goes down?
We help you plan for it before go-live: a backup connection where possible, and a simple downtime process so the front desk and ward can keep working on paper and enter the details when the connection returns.
How does remote access work?
Remote support requires your permission. Sessions are logged, and you can see them in the audit trail. Your hospital decides who at CareEngine can be given access.
Can you support our printers and bill formats?
Yes. Invoice formats, discharge summaries, registration slips and other print layouts are configured for your hospital during implementation, and adjusted when your needs change.
What if we need someone on site?
On-site visits are arranged when they are the right answer — during go-live, for major changes, or when a problem cannot be resolved remotely. The visit is planned with your team.
Do we pay separately for every support request?
Support is part of the deployment agreement, and the scope is agreed in writing before we start. Additional work outside that scope is quoted separately.
What happens when staff change?
We help you update access and train new staff. Short refresher sessions can be scheduled when a new front-desk or billing team joins, so the knowledge stays with the team.
Next step
Meet the people who will support you.
Ask us the practical questions: what happens on a busy Monday, who answers your message, and how a change gets made. We will answer plainly.