Introduction
Effective troubleshooting starts with the right mindset. Speed and clarity matter when troubleshooting.
Your role is to create clarity, restore confidence, and guide the nurse to the next best step.
Coach first when it's safe. Escalate when the nursing staff can't proceed or when the issue repeats across users.
Ask these questions first
Where are you stuck: selecting the patient, recording, preview or transcript, review or edit, or filing?
Is it happening for one or all nursing staff?
Is the nursing staff offline or experiencing connectivity problems?
Did the nursing staff pause or stop recording?
Is it an accuracy concern (output looks wrong) or an access or feature concern (can't find something)?
Decide the next step
Use this rule:
If the nursing staff can continue safely with a small correction, coach and move forward.
If the nursing staff can't proceed (can't select patient, can't record, controls missing), report it.
If the problem repeats across multiple users or shifts, report it with details.