What is Screen-Sharing and why would I be asked to join a session?

MediRecords Screen-Sharing, also known as Co-Browse, provides a safe and secure way for our support team to guide you through clinical and administrative workflows in real time. This tool is particularly valuable for troubleshooting, as it allows our team to see exactly what you see and offer step-by-step guidance without guesswork.

Powered by Upscope, Co-Browse removes the need to download third party software such as TeamViewer. Screen-sharing happens directly within MediRecords with your full consent and complete control. Only MediRecords pages are shared, never your desktop, browser tabs or private files, which ensures your privacy and security at all times.

Getting Started

For Co-Browse to work, ensure you:

1. Logged into your MediRecords account with your own unique set of credentials
2. Provide support with your full name and suitable time to connect
3. Be in front of your MediRecords account at the agreed co-browse time

How does it work?

At the agreed time, a MediRecords support agent will send you a co-browse request that will appear on your MediRecords screen.

Step 1. MediRecords support will send you a request to connect (Note: Co-Browse session will not begin without the expressed authority of the user).

Step 2. A pop up will appear on your MR screen, awaiting your response:

Step 3. If you selected Yes to enable the Co-Browse, the session will begin immediately.

If the Co-Browse session was declined, a new request will need to be sent. Please contact support to arrange a suitable time.

What does Screen-Sharing show MediRecords?

MediRecords Co-Browse only shares MediRecords screens. Your web address bar, bookmarks, station desktop, tabs, web pages and other files will not be visible to MediRecords. Should you move away from a MediRecords web page, the MediRecords support agent will not be able to follow:

MediRecords support agent screen:

Your screen:

How much control will MediRecords have over my screen during Screen-Share?

Again, MediRecords will not have access to your other tabs, web pages, station desktop screen AND, should you navigate away from a MediRecords screen, the agent will not be able to follow.

MediRecords will not have access type into any text fields in your MediRecords account e.g Patient search, new letters, patient details. The agent will be able to:

As you are always in control, you can end session at any time by selecting END SESSION located in the bottom left corner of your screen.

Once the session has ended you will receive a pop-up notification to confirm the session has ended, just like the one below:

You've completed another MediRecords Tutorial. You should now understand, be able to arrange and participate in a MediRecords Co-Browse session. If this is not what you're looking for, head back to our knowledge base and search for another article.

For further assistance, please contact MediRecords support on 1300 103 903 during business hours or email support@medirecords.com