# How the support team uses CareFix

For the Caresoft support desk. Read once, then keep the one-page card at the end nearby.

## Who does what

| Role | In CareFix |
|---|---|
| Support engineer | Raises tickets, answers the AI, runs approved fixes on their own tickets, closes them |
| Support lead | Approves Low and Medium risk fixes, rejects with a reason, turns good fixes into playbooks, reviews drafts from ticket history |
| Product owner | Second approval on Medium risk |
| Support head | Approves High risk (with hospital consent), the only person who can roll back |
| Admin | Hospitals, connections, users, schema captures. Does not approve fixes. |

Nobody approves a fix on a ticket they raised. Two-step sign-in is mandatory for leads, product owners and heads.

## The flow

1. **Raise the ticket in the hospital's own words.** Include identifiers: UHID, IPD or OPD number, bill number, receipt number, item, date, amount. No patient names or phone numbers.
2. **Let the AI work.** It searches the dictionary, reads the data and comes back with findings, a question, or a proposed fix. Answer questions with facts, not guesses. If you do not know what the hospital meant, ask the hospital first.
3. **Read the fix before anyone approves.** Check the before and after values, the record it points to, and the linked effects (bill totals, receipts, Tally). If something is missing, say so in the chat and let the AI revise it.
4. **Approval.** Low: one lead. Medium: a lead and a product owner, two different people. High: the head, plus the hospital's signed consent form uploaded to the fix.
5. **Run it.** CareFix re-checks the current values, saves the rows, applies everything in one transaction.
6. **Verification.** The AI re-queries and reports. Tell the hospital, ask them to confirm on screen, then close the ticket with a one-line note.

## Time targets for the pilot

| Risk | Diagnosis to proposal | Approval | Total, ticket to verified |
|---|---|---|---|
| Low | under 10 minutes | same day | under 2 hours |
| Medium | under 20 minutes | same day | under 4 hours |
| High | under 30 minutes | within 1 working day of consent | under 1 working day |

If a ticket sits in "Needs your reply" for more than two hours, it is the engineer holding it up, not the AI. The Tickets list shows this at a glance.

## When to stop and escalate

- The AI proposes something you do not understand. Never approve to move it along.
- The records conflict, or the hospital's version of events does not match the data.
- The fix needs a row inserted or deleted. CareFix will not do this by design; route it to the HIS development team.
- The bill is settled or already in Tally. Accounts must be involved; the correction is not only in the database.
- Anything touching clinical records: get the hospital's written instruction first, every time.
- A fix fails twice, or a rollback is refused because values changed. Call the head before trying anything by hand.

## Weekly, for the lead

- Review executed fixes: were any rolled back, and why?
- Turn repeated fixes into playbooks. Two similar tickets in a week is the signal.
- Look at blocked queries in Reports. A pattern usually means a gap in the data dictionary.
- Check the AI cost per ticket against the engineer-minutes saved.
- Add any new lock rule the pilot revealed (a state where data must not be touched).

## What not to do

- Do not paste patient names, mobile numbers or Aadhaar into a ticket. They are masked, but do not rely on it.
- Do not use a shared login. Every approval must be traceable to a person.
- Do not run corrections directly in SSMS "because it's faster". CareFix exists so the change is reviewed, logged and reversible. If CareFix cannot do it, that is information worth recording, not a reason to go around it.
- Do not promise the hospital a fix before the AI has found the records.

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## One-page card for engineers

**Raising a ticket.** Hospital, then the problem in the hospital's words, then identifiers. Example:

> UHID 240518, IPD 8871. Pan 40 issued twice on 14 Sep from main pharmacy. Bill 77431 shows double amount. Hospital wants the extra entry removed.

**Good answers to the AI.** Short and factual. "Yes, the 10:42 entry is the duplicate, the ward indent has only one line." Not "I think maybe both are wrong."

**Before you accept a fix as correct, ask yourself:**
- Is this the right patient and the right record?
- Does the new value match what the hospital actually asked for?
- If money changed, do the bill total, receipts and Tally still agree?
- Is anything else linked to this record that is not in the fix?

**You cannot:** approve your own ticket, run an unapproved fix, or roll back. Ask a lead or the head.

**If it goes wrong:** stop, do not retry, tell your lead. The rows as they were before the change are saved, and the head can roll back.