At Hero, we are always keen to have product input from our users. Since the product was launched in 2018, our product development has been guided by clinicians, administrators and patients giving us feedback on their pain points.<h1>How is product feedback considered by the Hero team?</h1>Product feedback is fed through a standardised process:<ul class="accent-bullets"><li>All non-urgent customer feedback and suggestions are discussed at our fortnightly prioritisation meeting (please submit urgent matters, including product bugs, via the Intercom widget within the Hero application)</li><li>Feedback is prioritised against our existing development backlog, whilst also factoring in our overall product strategy</li><li>Suggestions are evaluated based on their potential value for customers (for which we will take into account the number of customers requesting the feature) and development complexity</li><li>Ideas requiring further validation are allocated to our Customer Success and Product Team, who take these for discussion with our Champion practices. Please contact us <a href="mailto:%20support@herohealth.net" target="_blank" rel="nofollow noopener noreferrer" class="cursor-pointer box-border font-semibold border-b hover:border-b-[2px] transition-all duration-75 " style="text-decoration: none; color: inherit; border-color: var(--portal-accent-color);">here</a> if you are interested in becoming a Champion practice.</li><li>Where we decide we want to take a feature suggestion forwards, it is converted into a development plan or "tickets" - essentially a sequence of development required to bring the feature to life in our product code</li><li>Tickets will be allocated to a "sprint" - a sprint is a two-week development window</li><li>We tend to sprint plan 6-12 weeks ahead</li><li>Once a feature has been developed, we then go through a process of reviewing and testing with real users before we roll out to our full customer base</li></ul>Once prioritised and allocated to a sprint, exact development timelines and release dates may vary depending on business priorities and the true complexity of the development task.Prioritisation of product bugs or urgent issues follows a different flow. If you have experienced a bug or glitch please contact the Hero team immediately through the Intercom widget within Hero itself.Should you have a bespoke development request, please contact our support team and depending on our development capacity, we may be able to provide a cost estimate for your work.

About the Hero platform

Submit a feature request. This article outlines how new features are decided upon and prioritised.

Feature requests

Invite admins

Practitioners

Locations

Multi-tenancy

API keys

Introducing NHS patients to Hero

Introducing private patients to Hero

Onboarding

Send a message

View sent messages

Contact methods

Questionnaires

Questionnaire links

Questionnaire responses

Patient replies

Send an attachment

Self-booking links

Message templates

SMS fragments

What patients see

EMIS-X

Individual messaging

Send a batch message

Uploading patients

Batch messaging

Online booking

Appointment restrictions

Networks

Cross-org booking

Cross-org self-booking links

Intake forms

Video appointments

Diary view

Book an appointment

Reporting

Reminders mailers

Cancellation policy

Appointment types

Appointments

Patient submissions

Assigning admins

Teams

Respond to a patient

Inbox

Get started

Pathways

Request templates

Patient access

Schedule access

Daily limits

Page messaging

Medical device status

Testing pathways

Submit a request

Auto-assign requests

Care navigation

SMS (Firetext)

Stripe: Get started

Stripe: Invoicing

Stripe: Take payments

Stripe: Products

Stripe: Reporting

Stripe: Patient details

Stripe: Customers

Stripe: Branding

Stripe: Patients payments

Apps

Get Started

Troubleshooting

EMAS Manager

Multiple instances of EMIS Web running on the PC

.Net 3.5 required for Sidekick to function

Hero Sidekick

Getting started

Gateway PC setup

Booking configuration

Unregistered patients

Retrieve patient records

Hero hosted integration guide

SystmOne

EMIS

Patient merging

Submit a quick consult

Patients

Sub-processors

Multi-Factor Authentication (MFA)

Docs

Hero Health