CLINIC HQ

24.1.6. What To Do When HQ is Down

In the event that Clinic HQ’s site is down here is what you can do.

Be in the Know and Have Back-Up Plans

  1. Go to the status page: https://status.clinichq.com/
  2. Subscribe to alerts: click Get Updates.
    Sign up for status alerts

    Updates include notifications when an issue is identified and once it’s resolved. You will get an alert like this:
    Status Update Email
  1. Create backup plans. It’s better to be over-prepared than under.

The Vault

The Vault is a tool that allows you to download the drug log and the roster should either the internet or Clinic HQ go down. This tool allows you to have the necessary information in regards to your patients and any drugs they have received. To enable this tool:
1. Go to https://chromewebstore.google.com/detail/clinic-hq-tools/mnkjojkkflemmfphpefojghbijildbck and add the extension to your Chrome browser.

2. In Chrome, click on the extension and download the drug log and roster to your computer.

3. Your Clinic HQ Admin should ensure this extension is on all key computers!

Back-up Plan for Paperless Clinic: Go OldSchool with Paperwork

Create blank templates of your paperwork for consent forms and medical travel sheets. Use can use the Clinic HQ Recommended Templates but remove the merge fields.

It is recommended to keep a stack of pre-printed forms handy in case of a system outage. These forms should be used to manually record important information such as logging exams/medical notes, drugs used, and services received.

Once the system is back up, you can enter the data from the hard copy paperwork into the Patient Flow system.

Additionally, once the data is entered, you can scan each page and attach it to the appointment in Checkout before properly disposing of the hard copy.

Merchant Outage Back-Up Plan for Credit Card Payments

These options would be used in an emergency situation such as if MX has an outage, or if your internet or HQ went down.
It’s good to have a back up plan (no matter what processor you use) so here are some solutions for how to keep moving forward if you don’t have access to your processing tools.

1. Text clients notifying them the credit card system is down and to please bring cash or check instead.

2. If you use the integrated merchant, when the system is back online, send E-Payment requests to clients.

3. MP Group can set up a stand alone terminal that is not tied to HQ or MX where you can simply initiate a sale, the machine beeps, you put the card in and it processes it. The cost of the machine would be $200, plus shipping. It would still batch out in MX Merchant when it comes back online and would be at the same low processing rate you have set. This would work in case of an outage with MX again.