EPiC Support


If you are having any difficulties with EPiC please check the FAQ list below for possible solutions.

If you cannot find the answer, or would prefer to contact us, please email, call, or send us a message in the chat box at the side of this page. We will respond promptly to any queries during business hours.

Email - admin@akohiringa.co.nz

Phone - 09 488 4286

Chat box - To the bottom of your screen


General


What is the EPiC National dashboard?

The EPiC National dashboard can be used to explore prescribing trends across the country, allowing for reflection on the medicine management practices in your place of work. You do not need an account to access the EPiC National dashboard, as it does not show prescriber-level data. Click here to learn more about the EPiC National dashboard.

What’s the difference between the EPiC National dashboard and the EPiC dashboard?

The EPiC National dashboard (ie, the logged-out version of the EPiC dashboard) only contains the national data set.

The EPiC dashboard contains the national dataset as well as your personal prescribing data and your practice prescribing data.

What’s the difference between a He Ako Hiringa account and an EPiC account?

He Ako Hiringa is an educational platform, and the EPiC dashboard is a data tool created by He Ako Hiringa. In order to create an EPiC account you must first have a He Ako Hiringa account. Due to the sensitive nature of the data shown in EPiC, you need a separate log in for each account.

Verifying your identity


I did not receive my verification email from EPiC.

After creating your He Ako Hiringa account you should receive an email within two working days confirming that your EPiC account has been created and explaining how to verify your identity. Check your spam folder and mark us as a safe sender if our email has appeared there. If you still can’t find your verification email, please contact us and we will resend it.

I don’t have a valid New Zealand driver licence or passport; how do I verify my EPiC account?

If your identification has expired, simply email us and include a picture of your expired New Zealand driver licence or passport. If you do not have either of these forms of ID please contact us at the same email address and we will work with you on a solution.

I could not verify my EPiC account using my passport.

You must be using a valid New Zealand passport to verify your account. If your New Zealand passport has expired, please use either a valid New Zealand driver licence or email us a photo of your expired passport.

Validation may also have failed because your account name does not match that on your passport (see below). Passport verification requires you to enter your full name, including your middle name.

The name on my ID is different to the name on my professional registration, how do I verify my identity?

If the name on your New Zealand driver licence or passport is different to the name used on your professional registration, please email us so we can amend our records and give you access to the EPiC dashboard.

I did not receive a text verification message.

Check your connection, and ensure you are in an area that has mobile phone reception. If you are still having difficulties, please contact us.

I verified my identity but I still can’t see my EPiC dashboard.

EPiC is not supported in Safari, we recommend you check which internet browser you are using and switch to either Google Chrome or Microsoft Edge.

Logging in to EPiC


I can already see the EPiC National dashboard without logging in, why would I bother getting an account?

You can access the EPiC National dashboard (which does not show any personal or practice prescribing data) without an account. However, if you are a GP and wish to see your own data and your practice data, you will need an EPiC dashboard account.

I’m a non-GP prescriber (eg, nurse prescriber, pharmacist prescriber); can I use the EPiC dashboard to look at my data?

Currently, the EPiC dashboard can only be accessed by GPs, but other clinicians can still access the EPiC National dashboard here.

We will soon be introducing options for non-GP prescribers to access their prescribing data. We will contact He Ako Hiringa users when this feature is available.

I’m not a prescriber; can I use the EPiC dashboard?

Currently, the prescriber level EPiC dashboard can only be accessed by GPs, but other clinicians can still access the EPiC National dashboard here.

I’ve already created my He Ako Hiringa account so why can’t I see my EPiC dashboard?

If you are a GP with a He Ako Hiringa account, you need to also create an EPiC account.

After creating your He Ako Hiringa account you will have received an email from us (within two working days) explaining how to set up your EPiC account. This email may have gone to your spam folder. You must follow the steps in the verification email to access your EPiC account. If you need help setting up your EPiC account, please contact us.

If you are not a GP you cannot create an EPiC account at this time. However, you can access the EPiC National dashboard without an EPiC account by clicking here.

Is my EPiC password the same as my He Ako Hiringa password?

Your EPiC account is separate from your He Ako Hiringa account. Because of the sensitive nature of the prescribing information in EPiC, you must have different passwords for your EPiC and He Ako Hiringa accounts.

I logged in to EPiC for the first time, but I can’t see my patient or practice data.

When logging in to EPiC for the first time, it can take up to one minute to load your patient and practice dispensing data. We recommend you keep your browser window open and don’t click any buttons until your data is showing. Once your data loads for the first time, this delay should not occur again.

There will be no prescribing data for you to view if you are a non-GP prescriber.

I clicked on a link through to the EPiC dashboard, but it didn’t work.

EPiC is not supported in Safari, we recommend you check which internet browser you are using and switch to either Google Chrome or Microsoft Edge.

Your prescribing data


How do I find out which practice has been assigned to me in EPiC?

Once logged in, click on “profile” on the top right of the EPiC dashboard to see which practice we have assigned to you in EPiC. The data used in the “your practice” tab of your EPiC dashboard has been gathered from patients in this practice.

I can see my prescribing data but it appears to be incomplete.

The data used in your EPiC dashboard comes from the practice/location where the majority of your prescribing occurs. You can only view the data for one practice location in EPiC. If you wish to view your data for another practice, please email us and ask for your default practice location to be re-allocated to your practice of choice.

How did you assign my practice in EPiC?

The practice assigned to you in EPiC is the practice you work at that has the highest number of your prescriptions dispensed. We have done this to ensure that your most common work practice is represented in the data in your EPiC dashboard. If you wish to view your data for another practice, please email us and ask for your default practice location to be re-allocated to your practice of choice.

When I view my profile, I do not have a practice attached to my account.

This could be due to one of two reasons:

1. The practice where you work does not have enrolled patients (eg, an after-hours clinic or outreach clinic). The patients you prescribe for will be registered at other practices.

2. You did not provide us with a practice during your account set up and so we have not assigned you one. Please email us with your practice location of choice.

I prescribe in more than once practice; can I look at my prescribing in other locations?

The data used in your EPiC dashboard comes from the practice you work at that has the highest number of your prescriptions dispensed. You can only view the data for one practice in EPiC. If you wish to view your data for another practice, please email us and ask for your default practice to be re-allocated to your practice of choice.

Where is the prescribing data shown in my dashboard coming from?

Click here to find out more information about your prescribing data and where it comes from.