Patients are able to contact the Huma customer support team directly, either via the live chat built into the Huma patient app or by sending an email to support@huma.com.
If a patient contacts you directly about an issue you are unable to resolve, please send an email to Huma's customer support team (support@huma.com).
The Email must include the following:
Patient Name
Patient Email address
Patient mobile operating system and version number e.g. iOS 13.4 or Android 9.2
Name and model of device the patient is using
Details of the issue the patient is experiencing
Any applicable screenshots or screen recordings of the issue from the patient
Details of troubleshooting steps taken by Mediclinic support team
Once you send your email to Huma customer support, you will receive an Email confirming successful receipt of your Email. You can expect an initial reply from Huma customer support within 24 hours.
Once Huma customer support receive your email, the following will occur:
Huma customer support will review and investigate the issue
Huma customer support will check if the issue can be reproduced on Huma demo
If the issue can be resolved, next steps will be communicated back to the Mediclinic support team
If the issue cannot be resolved, the issue will be logged as an official ticket on Jira for the Huma tech team. This will be communicated back to the Mediclinic support team
Once a ticket recording the issue has been made in Jira, the following will occur:
The Jira ticket logging the issue will be placed into the tech team's product 'backlog'. This is a queue of work ordered by date.
All tickets will need to be scheduled into a period of time to be worked on. Once a time frame has been agreed on, work on the ticket can commence.
Once a ticket has been picked up, it is passed on to the Huma QA team for investigation. Once QA have identified the issue they pass the ticket on to the Huma tech team (Note, timeframes for ticket completion will depend on the issue and the complexity of the fix)
Huma tech team will start work on the fix
Once the fix is finished, it is sent to QA for quality checks.
Once the fix has passed our stringent QA checks, the fix will be deployed to the Huma demo environment
The Huma customer support team will review the fix in demo
The fix will then be scheduled to be deployed to the live version of Huma
The Huma customer support team will then inform the Mediclinic support team that the fix is live
Patient to test fix and confirm issue has been resolved
Mediclinic support to confirm via email to Huma customer support, that the issue has been fixed for the patient
Resolution times will vary depending on the issue and complexity of the fix. However, Huma customer support will keep either the patient or Mediclinic support updated on all events.
We aim to respond to all enquiries within 24 business hours and can be contacted from Sunday to Thursday 8am-6pm except for local public holidays. If messages are sent outside of these hours, Huma will respond if our team is available.