Customer feedback policy

Your feedback helps us build a better CHR. This policy explains how we collect, review, and use your input to continuously improve the product.

Customer feedback plays a central role in shaping the CHR. Your insights help us understand how you use the product, identify areas for improvement, and prioritize features that will have the greatest impact on your practice. We continuously review feedback to inform our product development decisions.

When you share feedback with our team, we document it in our dedicated product feedback system, which feeds into our continuous discovery and planning process. We review your feedback alongside this broader input and usage data to help us identify patterns, understand common needs, and make informed decisions about what to build next.

We receive a high volume of feedback from users across our customer base, and consider multiple factors when evaluating and prioritizing it. This includes the number of similar requests we receive, alignment with our product vision, technical feasibility, potential impact on clinical workflows and patient care, and available resources. We prioritize feedback that addresses widespread needs or aligns closely with our strategic direction.

While we value all feedback and carefully consider requests, submitting feedback does not guarantee that we will develop a feature or implement a change. Product development involves balancing competing priorities, technical constraints, and the diverse needs of our customer base. We focus our efforts on improvements that maximize benefits for our users and align with our long-term product strategy aimed at delivering a dramatically different and always improving EMR experience.

We communicate product updates and new features through our release notes and in-app announcements. These channels provide information about recently released features, upcoming changes, and improvements we've made based on customer feedback. Due to the volume of feedback and the nature of our design process, we cannot provide updates on every individual request.

To share feedback about the CHR, contact the TELUS Health Support team or your Customer Service Manager. They will document your input and ensure it reaches our product team for review. When communicating feedback, please provide as much detail as possible about what you're trying to accomplish and any challenges you're experiencing. This context helps our team better understand your needs and identify the most effective solutions.

If you have questions about this policy or the feedback process, please contact the TELUS Health Support team or your Customer Service Manager.