How to report a bug or issue

Audience: all

Reporting a bug or issue effectively helps improve telemedicine services and ensures your health care experience is smooth and safe. When you notice a problem—such as a software glitch, connection trouble, or incorrect information—knowing how to report it clearly can speed up the fix. This guide explains the key steps to take before, during, and after reporting a bug. It also highlights what telemedicine can and cannot do regarding technical problems, and when to seek in-person help. Clear communication, detailed descriptions, and patience are important. Remember, reporting issues is a shared effort to make telemedicine better for everyone.

Red flags — go in person / ER

• Unable to connect to emergency services during a telemedicine visit — call local emergency number immediately.
• Repeated loss of consciousness or severe confusion during or after a telemedicine session — seek urgent in-person evaluation.
• Severe chest pain or difficulty breathing that cannot be addressed via telemedicine — go to the nearest emergency facility.

What telemedicine can do

• Reporting and troubleshooting software bugs in telemedicine apps.
• Assisting with account access and scheduling issues.
• Providing guidance on app navigation and usage.

What telemedicine cannot do

• Fixing hardware problems with your device.
• Resolving internet or network outages beyond the telemedicine system.
• Managing medical emergencies or urgent physical health issues.

Why Reporting Bugs Matters

Bugs and technical issues can disrupt telemedicine visits, delay care, or cause confusion. Reporting them helps providers and developers fix problems quickly, improving safety and user experience. Your feedback contributes to better technology and services for all users.

How to Prepare Before Reporting

Before reporting a bug, try to gather key information:

Having this information ready makes your report more effective.

Steps to Report a Bug or Issue

1. Locate the official support or help section in the telemedicine app or website.

2. Use the provided form, email, or chat to submit your report.

3. Include all relevant details and any screenshots.

4. Be polite and patient; support teams often handle many requests.

5. Follow up if you do not receive a response in a reasonable time.

What Telemedicine Can and Cannot Handle

**Telemedicine can often handle:**

**Telemedicine cannot handle:**

When to Seek In-Person Help

If a technical issue prevents you from getting urgent care, or if you notice any of these red flags, seek in-person help immediately:

Technical problems should not delay emergency care.

How to prepare for your tele-visit

• Ensure your device is fully charged or plugged in.
• Connect to a stable internet network before your tele-visit.
• Restart the telemedicine app or platform to clear temporary glitches.
• Gather relevant information about the issue (error messages, screenshots).
• Have your account details and device information ready.
• Find a quiet, well-lit place to report the issue or attend your tele-visit.

After your tele-visit

• Follow any troubleshooting instructions provided by support.
• Keep records of your bug report and any responses received.
• Update your telemedicine app regularly to benefit from fixes.
• Monitor your device and connection for recurring issues.
• Contact your healthcare provider if technical problems affect your care.
• Consider alternative contact methods if problems persist.

FAQs

What information should I include when reporting a bug?

Include a clear description of the problem, when it occurred, what device and app version you used, any error messages, and steps to reproduce the issue. Screenshots or recordings can be very helpful.

How long does it usually take to fix a reported bug?

Fix times vary depending on the issue's complexity and the support team's workload. Some problems may be resolved quickly, while others take days or weeks. Patience and follow-up are important.

Can I report bugs directly during my telemedicine visit?

You can mention technical issues during your visit, but formal bug reporting is often done through the app's support channels to ensure proper tracking and resolution.

What should I do if I cannot access my telemedicine appointment due to a technical issue?

Try restarting your device and app, check your internet connection, and contact support immediately. If the issue persists and your health concern is urgent, seek in-person care or emergency services.

Are all telemedicine platforms the same for reporting bugs?

No, each platform may have its own support system and reporting process. Look for help or support sections within the app or website you are using.

Sources

1. MedlinePlus — U.S. National Library of Medicine / National Institutes of Health.
2. Centers for Disease Control and Prevention (CDC) — U.S. Department of Health and Human Services.
3. Mayo Clinic: Patient Care and Health Information — Mayo Clinic.
4. Agency for Healthcare Research & Quality (AHRQ) — U.S. Department of Health and Human Services.
5. Network of the National Library of Medicine — U.S. National Library of Medicine.

This telemedicine guidance is for educational purposes only and is not a substitute for in-person medical care or professional advice. If you experience a medical emergency or urgent health concern, seek immediate in-person help.