Live chat is the fastest way to reach us: click the blue chat icon in the bottom right corner of any Lyrebird page, including Lyrebird in Best Practice. This article covers our support hours, what to include in your message, and how to keep patient information out of support requests.
Applies to: All plans · Web app and Best Practice · Australia and UK
On this page
How to contact us
There are three ways to reach the Lyrebird support team.
Live chat
Click the blue chat icon in the bottom right corner of any Lyrebird page (including Lyrebird in Best Practice). Live chat is the fastest way to reach us and the best option for urgent issues mid-clinic.
Send your query to [email protected]. We aim to reply to all emails within the same business day.
Phone
Call us on +61 483 964 067. Phone support is available from 8:00am to 7:00pm Sydney/Melbourne time, Monday to Friday.
Support hours
Our support team is online at these times:
Region | Live chat hours | Days |
Australia | 7:30am to 1:30am (Melbourne and Sydney time) | Monday to Friday |
United Kingdom | 10:30pm to 6:00pm (UK Time) | Monday to Friday |
Outside these hours, live chat is answered by our chat assistant, which can help with many common questions straight away. Anything it can't help with is passed to the team, who reply during support hours.
Contact support from Best Practice
You don't need to leave Best Practice or open the web app to get help. Live chat works the same way inside the Lyrebird window in Bp Premier.
Open Lyrebird from Best Practice as you normally would.
Click the blue chat icon in the bottom right corner of the Lyrebird window.
Type your message and send it. Our team replies in the same chat window.
New to Lyrebird in Best Practice? See What is the Bp Premier & Lyrebird Health Integration?
What to include in your message
Including the right details upfront means we can fix your issue without needing to ask follow-up questions.
For all support requests
A clear description of the issue: what happened, and what you expected to happen instead
The steps you took before the issue occurred: for example, "I pressed Stop on a consult and the note didn't appear"
Your device and operating system: for example, Windows 11, MacBook Pro (macOS Ventura), iPad
Your browser and version: for example, Google Chrome 124, Safari 17
Whether you're using Remote Desktop (RDP): yes or no
Whether the issue happens every time or only sometimes
For EMR integration issues (Bp Premier, Gentu, Genie, Nookal)
Which EMR you're using, and which version
Whether the issue affects one user or several users at your practice
When the integration last worked correctly
For note generation or note quality issues
The approximate date and time of the affected consult. You'll find this on the History page, next to the consult.
Whether you can see the consult on your History page
A description of what the note contained (or didn't contain), without any patient details
Keep patient information out of support requests
🛑 Important
Never include patient health information in a support message, screenshot, recording or attachment. There are no exceptions.
What counts as patient health information?
Any detail that could identify a patient or reveal something about their health. Never share:
Patient names, initials, dates of birth or ages
Medicare numbers, IHIs, NHS numbers, patient IDs or record numbers.
Patients' addresses, phone numbers or email addresses
Clinical notes, consult transcripts, or any generated text that contains patient details
Medical history, diagnoses, medications or treatment plans
Screenshots or screen recordings that show patient data, even partly in the background
Audio recordings of a consult
Why it matters
Our support platform is a general-purpose communication tool and isn't covered by the same data handling agreements as Lyrebird's clinical infrastructure. Sending patient information through chat or email creates a compliance risk for your practice and a privacy risk for your patients. For more on how we protect data, visit our Trust Centre.
We never need patient information to diagnose or fix a technical issue. A description of what happened is always enough.
How to share a screenshot safely
A screenshot of an error message is often the fastest way for us to diagnose an issue. Before you attach one:
Take the screenshot as normal.
Open it in an image editor (Paint or Snipping Tool on Windows, Preview on Mac).
Use the blur, pixelate or rectangle tool to cover any patient names, dates of birth, record numbers or clinical content.
Save the edited image.
Check the image once more before sending to make sure no patient information is visible.
If you're not sure a screenshot is safe, don't send it. Describe the issue in writing instead.
What to say instead of patient details
Instead of sharing… | Say this |
The patient's name | "the patient" or a placeholder like "Patient A" |
The patient's date of birth | "an elderly patient", or leave it out |
The consult date with the patient's name | "a consult on 3 June at about 10am" |
The generated note text | What was missing or wrong, for example "the plan section was empty" |
A screenshot of the History page | A screenshot with all patient names covered, or a written description |
Tips for faster support
Check the help centre first. Many common issues are answered in our troubleshooting articles at help.lyrebirdhealth.com.
Use live chat for urgent issues. It's the fastest channel when you're mid-clinic.
One issue per message. Send a separate message for each unrelated problem so we can resolve each one independently.
Include your practice name if you're contacting us on behalf of a practice. It helps us find your organisation quickly.
Use one channel per issue. Sending the same query by chat and email creates duplicate tickets and can slow down our reply.
What happens after you contact us
You'll get an automatic confirmation that we've received your message.
A member of our support team reviews it and replies, usually within minutes on live chat during support hours, and within the same business day by email.
If we need more information, we'll ask follow-up questions. We'll never ask for patient information.
Once the issue is resolved, we'll confirm the fix with you before closing the conversation.
You may get a short satisfaction survey afterwards. Your feedback helps us improve.