ResolveIQ help

The questionnaire link will not open

1. Check the phone has an internet connection (mobile data or Wi-Fi). The link opens a web page and needs a connection.
2. Tap the link once and wait a few seconds. On some phones it opens in the background.
3. If it still does not open, press and hold on the link, choose “Copy link”, and paste it into the address bar of Safari or Chrome.
4. If the message says the link has expired, see “The link has expired” below.
5. If none of this works, practice staff can email support@resolveiq.com.au with the clinic name and the date the message was sent. We will check the link and send a new one if needed.

The link has expired

Each questionnaire link is personal and only valid for a set period. If the message says the link has expired, the questionnaire for that check-in has closed.

1. Do not try to answer through the old link. It will not submit.
2. The next check-in will arrive automatically when it is due.
3. If the patient still wants to complete the missed check-in, practice staff can email support@resolveiq.com.au. Depending on how long ago it closed, we may be able to reopen it.

The patient did not receive the text or email

Practice staff, please check these first:

1. Confirm the mobile number and email address the patient registered with are correct.
2. Ask the patient to check their junk or spam folder for an email from ResolveIQ.
3. Check whether the patient has previously opted out (replied STOP to a text, used the opt-out link in an email, or told the clinic). If so, they have left the program and ResolveIQ will not message them again. Opting out is permanent – see “How a patient opts out” below.
4. Check the timing. Check-ins are sent at set points after surgery; a patient who has not reached the next one has nothing to receive yet.

If the details are correct and a message should have arrived, email support@resolveiq.com.au with the clinic name and the date the message was due, or call the number on our Contact page. We will check the delivery record and resend.

A name appears that is not the patient’s

Stop. Do not continue.

A patient’s first name can appear on the clinic tablet’s “Are you [name]?” screen before a questionnaire starts, and on the thank-you screen at the end. The questions themselves do not show a name. If a name appears that is not the patient’s, the wrong record may be open or a link may have been opened on the wrong phone.

1. Close the questionnaire without submitting.
2. Practice staff: check the contact details registered for both patients and email support@resolveiq.com.au so we can check the record and correct it. Do not put patient names or health details in the email; we will call you back for those.

The questionnaire will not submit

1. Check the internet connection and try the Submit button again.
2. Check the question on the screen has an answer. The questionnaire shows one question at a time and will not move on past an unanswered question – a message appears under the question if something is missing.
3. If the page shows an error, close the browser, open the original link again and complete the questionnaire in one sitting. Allow five to ten minutes.
4. If it still will not submit, practice staff can email support@resolveiq.com.au with the clinic name and the date of the message.

I closed the questionnaire before finishing

Answers are not saved until the final Submit at the end of the questionnaire. If the page was closed part-way through, nothing has been recorded.

1. Open the original link from the text or email again. The questionnaire starts from the beginning.
2. Allow five to ten minutes and complete it in one sitting.
3. If the link no longer works, see “The link has expired” above.

The patient lost their card or registration link

If a patient has lost their ResolveIQ card (or never received one) and asks the clinic for the registration link:

1. Sign in to the ResolveIQ practice portal and open Enrolment points & QR.
2. Find the enrolment point for the patient’s surgeon and procedure and choose Reprint. The link is shown as text under the QR code.
3. Copy the link and email it to the patient from the clinic’s own email. The link is the same one printed on the card – it is not personal to any patient, so it is safe to send.
4. The patient opens the link on their phone and registers as normal.
5. Only send the link to a patient who has asked for it.

How a patient opts out

A patient can stop taking part at any time, without giving a reason, and it will not affect their care.

• Reply STOP to any ResolveIQ text; or
• Use the opt-out link at the bottom of any ResolveIQ email; or
• Tell the clinic, who will record the withdrawal.

Opting out is permanent. Once a patient has opted out they will receive no further ResolveIQ messages and their participation ends; they cannot be re-enrolled for that procedure. Answers already given are handled according to the choice the patient made when they enrolled. If a patient asks about this, practice staff can email support@resolveiq.com.au.

Anything about health, surgery or recovery

Resolution Med Tech cannot answer medical questions and does not have access to a patient’s clinical care. For anything about symptoms, medication, the operation or recovery, the patient should contact their surgeon’s rooms or their treating doctor. In an emergency, call triple zero (000).