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info@purecarehealthcare.com
056 445 0005

Support for Healthcare Professionals

This support page is for licensed healthcare professionals and clinical staff using our app in daily practice. Our team is here to help you keep your workflows smooth, secure, and reliable.

  • Who we support: physicians, nurses, allied health staff, and administrative users working with patient or operational data in our app.
  • Issues we can help with:
    • Technical problems (errors, crashes, slow performance)
    • Login and access issues (password, account, permissions)
    • App navigation and feature usage
    • Data entry questions and validation messages
    • Sync, loading, or performance concerns
  • When to check internal training first: For how-to guides, local workflows, role-specific procedures, and organization policies, please review your internal training materials or knowledge base before contacting support.
  • When to contact support: If the app is not working as expected, you cannot log in after following your local reset process, you suspect a technical issue with data saving or loading, or you cannot find the answer in your internal resources.

If you are unsure whether the issue is technical or process-related, contact support and we will help you determine the next best step.

Support Channels for Healthcare Professionals

Below are the recommended ways to contact our support team when using the app. For every request, please include:

  • Full name
  • Professional role (e.g., physician, nurse, admin)
  • Organization / clinic / hospital name
  • Device type and OS (e.g., iPhone iOS 17, Android 14, Windows 11)
  • App version (if known)
  • Clear description of the issue or question
  • Relevant screenshots and exact error messages (if any)

1. Dedicated Support Email

Best for:

  • Non‑urgent issues
  • Detailed questions that need explanation
  • Attaching multiple screenshots or documents
  • Follow‑up on previous issues with a ticket number

How to use:

  • Send an email to: complianceteam@purecarehealthcare.com
  • Use a clear subject line (e.g., “Login issue – Dr. Smith – City Clinic”)
  • Describe the steps you took before the issue appeared
  • Attach screenshots or short screen recordings if possible

Expected response time:

  • Within 1 business day for most requests
  • Within 4 business hours for high‑priority clinical workflow issues (during support hours)

Information to include:

  • Full name and professional role
  • Organization / department
  • Contact phone number (in case we need to call you)
  • Device type, OS version, and app version
  • Date and approximate time the issue occurred
  • Patient identifiers removed or anonymized (never send PHI)
  • Screenshots and exact error messages

2. Phone Support 

Best for:

  • Urgent issues affecting patient care or clinic operations
  • When you cannot access email or the app
  • Complex problems that are easier to explain verbally

How to use:

  • Call our support line: 056 445 0005  (example)
  • Available: Monday–Friday, 8:00–18:00 (local time)
  • State clearly that you are a healthcare professional using the app

Expected response time:

  • Immediate connection or queue within a few minutes during support hours
  • Outside hours, you may leave a voicemail; we respond on the next business day

Information to provide during the call:

  • Full name, role, and organization
  • Callback number and email address
  • Whether the issue is urgent/clinical or non‑urgent
  • Device type and OS (e.g., Android phone, iOS tablet, desktop browser)
  • Short, step‑by‑step description of what you were doing
  • Any error messages you saw (read them out if possible)
  • Whether the issue affects only you or multiple colleagues

4. Knowledge Base / FAQ

Best for:

  • Self‑service answers to common questions
  • How‑to guides and step‑by‑step instructions
  • Learning about new features and best practices

How to use:

  • Visit: https://www.purecarehealthcare.ie/purecare-go-faq/
  • Search by keyword (e.g., “reset password”, “add patient”, “export report”)
  • Browse categories such as Getting Started, Clinical Workflows, or Account & Security

Expected response time:

  • Available 24/7 for instant access
  • If the article does not solve your issue, use the Contact Support link on the page to email or chat with us

Information to have ready when using articles:

  • Your role and typical workflow (so you can pick the most relevant guide)
  • Device type and app version (some steps may differ slightly)
  • Any error codes or messages mentioned in the article

Choosing the right channel:

  • Urgent, patient‑impacting issue: Phone (if available), then in‑app chat
  • Non‑urgent, detailed issue: Support email
  • Quick question while working: In‑app chat
  • General how‑to or training: Knowledge base / FAQ

Troubleshooting & Escalation for Clinicians

If you experience technical issues, start with these quick checks before escalating:

  • Check internet connection: Confirm Wi‑Fi or mobile data is on and stable; try loading another clinical site.
  • Update the app: Open your app store and install any available updates for this application.
  • Restart your device: Fully power off, wait 10–15 seconds, then restart and reopen the app.
  • Verify login details: Confirm username, password, and any multi‑factor code are correct and not expired.
Escalate immediately if the issue delays or prevents patient care, such as inability to access critical results, medication orders, allergy information, or urgent documentation, or if multiple users or locations are affected. For urgent issues, include patient impact, screenshots if possible, error messages, and your contact details so we can respond rapidly and coordinate a safe workaround.

Still stuck? Contact support now.