On every page of the app, in the bottom-right corner, hangs a round Give feedback button. It opens the Share feedback form, which you use to report a bug, ask for a feature or ask a question. The report reaches the Heltio team and at the same time stays on a list inside your clinic.
Do not confuse it with patient satisfaction surveys — those are described in patient reviews.
How to do it
Report from the place where something went wrong
Click Give feedback on the page where you see the problem — not after you have moved elsewhere. The form reads the context at the moment it opens, so a report sent from the right screen is many times easier to recognise.
Pick a type and a priority
Type: Bug, Feature request, Question, Other.
Priority: Blocking — I cannot work, Annoying — workaround exists, Cosmetic, Suggestion. Those four govern the order in which we look at reports, so it is worth using them honestly.
Describe it briefly and concretely
Subject is a one-sentence summary. In the Description write what you did, what happened and what you expected. Three sentences in that order are worth more than half a page.
Add screenshots
Heltio captures the whole page automatically the moment the form opens and attaches it labelled Auto-captured screenshot. You can remove it or add your own with the Add screenshot button — up to 5 screenshots in total, each up to 10 MB, image files only.
Send it and follow it
Submit acknowledges with Feedback submitted — thank you!. You will find the report afterwards under Settings → Support → Bug Reports, on the My Feedback tab. The status moves from Open through In review to Resolved or Closed.
The owner and administrator have an extra All Feedback tab with the Category, Priority, Status and Submitter filters and an Export CSV button.
What Heltio attaches by itself
Every report gets technical context stapled to it that you do not have to retype: the address of the open page, the browser and device, the screen and window size, the chosen language, your role in the clinic, a timestamp, errors reported by the browser, the history of recently visited pages and the requests that never reached the server.
That is exactly why a report sent through this form is worth more than the same text in an email.
When something does not work
File exceeds 10 MB limit
What this means: The screenshot is larger than the permitted size.
Only image files are accepted
What this means: You are trying to attach a file that is not an image — usually a PDF or a document.
Maximum 5 screenshots reached
What this means: The form accepts at most five images per report.
Failed to submit feedback. Please try again.
What this means: The report did not reach Heltio — usually because the connection dropped.
Not available in demo mode
What this means: File upload is disabled in the demo clinic. The report itself will be saved, but without screenshots.
Who has access
Practitioner Receptionist Clinic AdminAnyone signed in to the clinic can send a report. The All Feedback tab and the export are seen by the Owner and the Administrator only; everybody else sees their own.
Sending a report leaves an entry in the audit log.
Related
- Audit log — what else Heltio records about work in the clinic.
- Patient reviews — feedback from patients, not from staff.
- How to contact support — what to include when a matter does not fit the form.
Related features
Audit log
A record of who reached for patient data and when, and who changed it. Filters, export to CSV or JSON, the starting point for a GDPR inspection and for internal explanations.
Roles and permissions
Thirteen roles: four in an ordinary clinic, eight more in a hospital facility and one on the patient side. What each one sees, what it can change, and why a role cannot be overridden with a single permission.
Patient reviews
The screen where ratings given by patients after a visit collect: average rating, tags, a weekly trend and a table of comments. The patient-facing form does not exist yet.