About NHSN Help Desk
The NHSN User Support Help Desk is operated by support specialists primarily responsible for the enrollment and integration of users into the NHSN application. Support specialists provide such assistance as facility contact reassignments, enrollment and consent form processing, and first time User access, among other types of User assistance.
The NHSN User Support Help Desk receives and triages all requests via the firstname.lastname@example.org email account. Once a request is received, an auto-generated email response is sent to Users with confirmation that a ticket has been created on their behalf. The generated response will include a ticket number for reference.
We strive to meet the following resolution timeframes listed below, though extenuating circumstances may delay resolution for a small number of requests:
|Help Requests||Resolution Time|
|Requests received 15 days prior to a Centers for Medicare and Medicaid Services (CMS) reporting deadline||Requests directly related to CMS reporting and requiring subject matter expert involvement will be resolved within 7 business days.|
|Requests requiring Subject Matter Expertise (SME) received from 5 to 15 business days prior to a CMS reporting deadline||Requests directly related to CMS reporting and requiring subject matter expert involvement will be resolved within 5 business days|
|Requests requiring SME received 4 business days or less, before a CMS reporting deadline||Every effort will be made to resolve each request before the deadline|
|Requests requiring SME, not related to CMS reporting deadline||Within 7 business days|
|No Subject Matter Expertise response required||Within 2-5 business days|
*Subject Matter Expertise is required for questions regarding data analysis or surveillance protocol interpretations.