Who fixes MedicalDirector when it breaks: the vendor or your IT provider?

Both, for different faults. MedicalDirector's vendor support handles problems inside the software itself; your IT provider owns everything the software stands on, the server or cloud hosting, Windows, the network, printing and backups, plus the integrations around it. Most faults practices ring about live in that second category, so the right first call is usually your IT provider.

A rough guide for the front desk. If MedicalDirector is slow for everyone at once, freezes at the same time each day, or will not open at all, that is almost always the environment: the server, the hosting, the network. If one specific feature fails the same way on every machine after an update, that is more likely the vendor. If pathology results have stopped arriving, or the Tyro terminal will not talk to billing, that is the plumbing between systems, which is IT territory again. When in doubt, ring your IT provider; a good one owns the diagnosis either way, rather than leaving your practice manager to referee between two support lines.

That ownership is the real answer to the question. Adelaide City General Practice runs Medical Director with its clinical systems hosted on AWS, and when anything misbehaves there is one number to ring, whoever's fault it turns out to be. The honest caveat: keep your vendor support current regardless, because when the fault really does sit inside the software, your IT provider needs the vendor to answer their call. And if your current arrangement leaves your staff doing the refereeing, call us on 1800 456 567.