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IT Support

We have put together a list of our frequently asked IT Support questions below.

However, if your concern is not answered below please lodge an IT support request and a member of our support team will be in contact. Our support team work Monday to Friday from 8:00am – 5:00pm.

Patients

Q: Upon accessing Canberra Imaging Groups website, I’m told I do not have the correct software installed.
A: You have made your way to a Referring Physician’s portion of our website, for patient access please go to: www.canberraimaging.com.au/myresults

Q: Entering the URL from my patient card takes me to the wrong location:
A: It’s possible you’ve entered the URL into a search engine rather than the address bar. Please try the following link:

www.canberraimaging.com.au/myresults

Q: The username and password I was given won’t work/ I do not know my username and password:
A: Please fill in the IT Support Request:

Q: The cards I was given at site do not seem to work as my username and password.
A: If you were given cards with a user ID and an accession number (2017DEA0123123, K12345), these are not your username and password, you can use these to register for a new user account here.

Q: With my first time login, the website will not let me finalize my choices.
A: Please try updating your browser, or try using a different browser. Popular choices are Firefox and Chrome. Alternatively please fill in the form and our support staff can assist you.

Q: After successfully logging in, I’m unable to see my report.
A: Reports can take up to 24 hours to populate, if you cannot view them after 24 hours, please submit an enquiry via the form.

Q: My report contains only a small amount of images.
A: The images presented are merely a sample and are not for diagnostic purposes. Your referring physician will have access to a larger number of higher quality images where applicable.

Q: I have a report but no images attached.
A: Please submit your details via the contact request below.

Referrer

Q: I would like to access patient reports online.
A: Please fill in the form which will help us set up your practice for electronic report downloads.

Q: My practice is having issues downloading electronic reports.
A: If this is occurring for all doctors at your practice, please check that your practice internet is currently functioning. If it is, please check with health link that you are connecting to their service successfully by e-mailing helpdesk@healthlink.net or contacting them on 1800 125 036.

Q: I wish to access patient images online, and have not accessed them this way before.
A: Please fill in the form which help us set up your practice for Patient Image Access.

Q: Upon accessing patient images, the quality of the images is low, and or many images seem to be missing.
A: You may have logged into the patient access area of CIG’s web access. These images are a sample set for patients only and are not for diagnostic purposes. Please fill out the following form below in order to use the correct software to access CIG patient images.

Q: Accessing patient images seems slow.
A: Depending on the size of the study, images may take some time to load. This is heavily dependent on the type and speed of your broadband connection. If it is normally fine, CIG may be experiencing a large volume of traffic and it may be better to try again a short time later.

Q: We’ve had I.T Support install CIG’s software which worked in the past, but is not currently working.
A: Please run this fix www.canberraimaging.com.au/isitefix.txt. You will need to rename the fix to .exe in order to run the application. If this does not fix your issue, please fill in the form below.

Q: When I open iSite, the entire screen is beige, and I’m unable to select anything.
A: Please resize the active window, or minimize then maximize it.

Q: How do I setup my practice management software to print to CIG’s preprinted A4 request forms.
A: Within the setup of your practice management software there will be a section for adding the appropriate referral field co-ordinates. If you are unsure of how the access these settings please contact your software support. The following table provides a based set of co-ordinates that can be used to assist in the configuration. Please note that some fine tuning will be required dependent on the your software.

  From left From top   From left From top
Patient’s name

15

35

Doctor’s name

15

190

Patient’s address

15

50

Dr’s address

15

195

Patient’s DOB

132

35

Dr’s Provider no.

15

200

Medicare no.

95

22

Doctor’s phone

15

205

Chart no.

80

70

Date printed

185

200

Phone no.

132

50

Copy to

130

175

Request

15

65

Width

150

Lines

5

Reason

15

85

Width

150

Lines

15