If your issue is related to slow performance, crashing or WebView errors, please visit this article - Why is Lyrebird slow, crashing, or showing a WebView error in Bp Premier?
Why can't I see the Lyrebird "L" button?
If the Lyrebird "L" button is missing, or you find you can see it for some patients but not others, it may be because the wrong page is open.
The Lyrebird L will only appear when starting a patient visit, not when viewing records.
To start a visit:
Open the appointment book.
Select Start Visit.
The Lyrebird "L" will appear
If you are returning after a completed visit, you can re-open the visit to access Lyrebird.
Alternatively, the L button will be visible when opening the record using this filing cabinet button here:
If all of the above have been checked, and you still don't see the L button, the next step is to check the integration:
Refresh the Integration
On Best Practice, head to Setup → Configuration
Then head to Database → Setup third-party integration
Search for Lyrebird Health, uncheck it, then recheck it, and click Save
Open a patient record to check if you’re prompted to log in again
Why am I being asked to log in for every patient?
If you're being asked to log in every time, please double check you have the correct API key listed in your Best Practice Settings.
This is essential as it links your Lyrebird and Best Practice accounts.
Ensure your unique API key is matching
Open your Lyrebird account in an external browser (not within Bp)
Navigate to Settings → Integrations
Copy your Bp Account Key
Return to Best Practice, go to Setup → Users
Select the relevant user, click Edit, then choose Lyrebird Scribe (bottom right)
Paste the Bp Account Key into the designated field and click Save
If that doesn't work, you can refresh the integration:
On Best Practice, head to Setup → Configuration
Then head to Database → Setup third-party integration
Search for Lyrebird Health, uncheck it, then recheck it, and click Save
Open a patient record to check if you’re prompted to log in again
My account should be on Bp Free, why am I still seeing usage limits?
When you register for Lyrebird via the L button on Bp, your account will automatically be on the Bp free tier. The Bp Free plan includes:
Unlimited actions for Notes and Standard Dictate
10 actions per month for AI Edit, Smart Dictate, and Documents
A one-time allowance of 20 actions for Workflows (including CCMP and Health Assessments) starting from the day the plan was activated - not 20 actions monthly, but only 20 actions in total
Document sharing and access to community-shared templates
To make sure your account gets access to Bp Free when you sign up, you can follow these steps to ensure your API is matching across Lyrebird and Best Practice.
You may also need to reach out to our Support team by clicking the chat bubble in the bottom right corner so they can confirm your account is configured correctly.
Where do my documents save in Bp Premier?
Notes save in "Today's Notes".
Care Plans & Health Assessments save in "Correspondence Out".
Documents and Letters must be copy/pasted into Bp Premier.
You may need to refresh the Patient File to view saved items in Correspondence Out. Press F5 to refresh or go to View → Refresh in the top banner of Bp.
Why do I get a "Leave Site" pop-up when I start a consultation?
This was a known issue that has been resolved in the Bp Premier Oxford - 1.14.0.1114 update, so please coordinate this upgrade when possible.
If you are unable to proceed with the update for any reason, the workaround is to wait for the "Leave Site" message to appear, click Cancel, and Lyrebird will continue capturing the consultation as usual.
Why does the "Start Listening" button jump around the screen or need to be clicked twice?
Some users have reported issues where the Lyrebird window in Bp would auto-refresh and either appear to jump on "Start Listening," or require two clicks to begin a consult.
This issue is related to how Best Practice renders the window. It has been resolved in the Bp Premier Oxford - 1.14.0.1114 update, so please arrange this when possible to resolve the issue.
If, for any reason, you are not able to upgrade, the following workaround is available:
Open the window
Wait a few seconds for Best Practice to finish re-rendering.
Press Start Listening — Lyrebird will then work as expected.
Do settings added in the Global Personalisation section of one template carry over to others?
When adding to the global personalisation settings in a template this does not carry over to other templates as these settings will be controlled template by template.
What do I do if my microphone is not connecting to Bp Premier when using Lyrebird?
The latest version Bp Premier Oxford - 1.14.0.1114 will automatically grant Lyrebird permission to use your microphone, however if it has accidentally been blocked previously, you can follow these steps:
Close Best Practice completely
Click the Windows icon (bottom left of your screen) and search for "Run"
Open the Run app and type:
%APPDATA%then click OKIn the file path at the top of the window, click on "AppData"
Open the Local folder, then open the Best Practice folder
Find and delete the folder titled EBWebView inside the "Best Practice" folder.
Reopen Best Practice and a test patient file, then open Lyrebird.
If this does not work, reach out to Lyrebird Support!
Why am I seeing document template suggestions that are not relevant to my specialty?
Lyrebird now filters document and template suggestions based on your field of practice, so that only clinically relevant content appears during a consult - for example, a cardiologist won't be shown GP note templates.
If your suggestions seem limited or don't match your specialty, it's likely because your field of practice is set incorrectly in your account - a common issue for users who signed up via Best Practice, where the field defaults to General Practitioner.
To fix this:
Open Lyrebird in an external browser (not within Bp).
Go to Settings → Profile.
Update your Field of Practice to match your specialty.
Save your changes - your suggestions will update immediately.
If you're a practice manager setting up accounts for your team, make sure each user's field of practice is correctly set during onboarding to avoid this issue.
Why do I get an "Unable to Contact Lyrebird Scribe Api" error?
This error can arise either if the integration is not enabled or if you have recently updated to the latest version of Best Practice.
To resolve this, please try the following steps:
Restart the Bp Server
Not seeing your question?
Our support team is happy to help.
Live Chat: click the blue LiveChat icon in the bottom right corner of Lyrebird.
Email: [email protected]
Phone: +61 483 964 067