HiCAPS v Tyro - updated experiences please

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  • Updated 1 year ago
Hi All, Feedback appreciated.
I have used tyro now for many years with good results and a wonderfully easy helpdesk, which to be fair I have had to rarely use, but they have been very responsive when needed. This contrasts with my previous  - but now very dated - experience with HiCAPS.
So, given tyro are getting a little greedier with their fees now than previously I'm wondering if those on HiCAPS can given me some feedback as to whether they still get semi-regular outages, the helpdesk are like dealing with a bank still or if they have genuinely improved please.
Any feedback on HiCAPS Go would also be appreciated if this is live yet. I understand it only works with medibank and ahm currently which makes it like whitecoat - potentially a lame duck.
Thanks in advance,
Dave
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david donkin

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Posted 1 year ago

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Andrea

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I've had nothing but great help from the Hicaps over the years, though (like you), I rarely have cause to call them.  We occasionally get a "health fund down" message but reswiping the card usually works.  Outages ... haven't had one in years.  Our hicaps & fax share a phone line, no problems with that either.  I did look in to Tyro but the cost to us was greater, plus the hassle of changing over.  Also I didn't like the idea of relying on the internet for it's use, can be a little dodgy in our area.  Can't comment on Hicaps Go ... not something I'd consider for our practice. 
(Edited)
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david donkin

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Thanks Andrea
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Claudio Paroli

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HICAPS Helpdesk has been consistently good over the last couple of years. Of course it helps if you have all your info ready and ask the right questions - like always with helpdesks. I can think of HICAPS being down on one occasion over that period of time. However, their terminal is VERY temperamental: I have an often unstable internet connection and the terminal loses connectivity easily. As it uses an Intenet-only connection (we no longer have a dedicated or shared phone line for it), it can be unavailable in the blink of an eye, requiring a terminal restart to the music of finger drumming on the reception desk by an impatient patient.
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david donkin

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Thanks Claudio
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Bing

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I was seriously considering tyro despite the fees last year because my old hicaps terminal is slow, has to have a dedicated phone line and can't tap etc. I called Hicaps asking how to terminate the hiring and was told that they can offer me a new terminal asap. "Why no? No harm trying" I thought. It has been fantastic. Never needed to call them. Fast. Has a wireless option which was another reason I was thinking of switch to tyro. So I never mentioned terminate the hiring again. And I called my phone line provider cancelling the line that was used for my old hicaps machine and they couldn't be bothered to come to disconnect it and since this became my purely backup line now, they gave it to me for free.
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david donkin

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Thank you Bing
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Rachel Bruce

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Hi David,

I was looking in to Tyro for our practice last year but ended up staying with Hicaps for a number of reasons.
  • monthly fees (matched Tyro who were cheaper at the time)
  • Hicaps reconciliation is much less complicated that Tyro (based on the information Tyro provided where different funds settle after a different amount of days through their system). Hicaps settles in 1 batch for all funds
  • we updated to the new terminals (which use internet as a default communication path not phone lines) 
  • Paywave is now activated on the Hicaps terminals (previously not on Hicaps but was on Tyro)
I'm glad we stuck with Hicaps, their service desk are good to deal with.
Just remember to have your merchant Id and terminal number(s) ready to go when you call.

We have not had any issues with downtime, it's very stable as far as I'm concerned.
We did have an issue where the 2 terminals we have were syncing with the opposite reception computer (through our internal network) to the one they were physically connected to but this was easily rectified at our end with a minor adjustment to our morning start up procedure.