Member FAQ

Account

How do I log into my account?


As our website is currently undergoing major upgrades the Member portal is currently unavailable. We will notify you of any appropriate available surveys and interviews, honoraria payments or other important details via email. Please add research@member.nuaxia.com to your contacts to ensure you don't miss out on our communications.




When will I start receiving invitations?


If you have signed up as a Member via the website and supplied the requested documentation and information needed to verify your membership, you will receive a email notifications about any appropriate survey or interview opportunities for your country and specialty as soon as they become available. Please add research@member.nuaxia.com to your contacts to ensure you receive our emails.




Verifying Membership


Once you register as a Member of nuaxia you will receive an email asking you to send some important documents and pieces of information. These assist us in ensuring you are who you say you are in order to verify your membership.

See below the required documents and pieces of information:

  • Copy or photo of your medical certification
  • The links to the publications you have authored or co-authored (if applicable)
  • The link to your LinkedIn profile (if available)
Without this information or Member team will be unable to proceed to verify your account and you will not be invited to participate in nuaxia surveys or video interviews.




What do you do with my published articles?


Sharing your publications upon registration is one of three ways we verify your account. By sending us links to your most important works you are assisting us in understanding your influences, level of expertise and influence in the medical community and medical background.




Explaining Language Options


The nuaxia platform and communications are currently offered in 5 different languages, these are:

  • English
  • French
  • German
  • Italian
  • Spanish
Your portal, communications and surveys will be delivered based on the primary language spoken in your country of residence or, on rare occasions, in English only.




How Do I Opt-Out or Unsubscribe?


If you no longer wish to participate in surveys or video interviews, then you can unsubscribe from communications by:

  • clicking "unsubscribe" in your email footer
  • or by emailing us on help@nuaxia.com





Surveys

nuaxia's Commitment To Improving Your Survey Experience


You want to help decision-makers but there has to be a fair balance. We understand that you are bound by strict time constraints and face a busy daily schedule.

  • You do not have the time for long surveys of 30-60 minutes
  • We also understand the frustration experienced when you are invited to a survey and then screened out from a survey as “you do not qualify”
  • We know you dislike large grid questions
  • You open survey invites mostly on your smartphone and you want to be able to complete them on it too
We have listened to your voices of frustration and have created a space where these limitations have been omitted, allowing you to complete a survey within minutes at your own leisure. We have improved your survey experience by considering the following features:
  • Surveys are designed to be completed on a smartphone
  • Average survey duration of 2 minutes
  • Participate in a way that suits your everyday schedule
  • We do not chase you with email reminders or re-invites
  • Instant honorarium points reflected and significantly quicker payment when redeeming your points
  • Respond to surveys in fun and interactive ways
  • Live Chat and Help Center to assist you
  • No technical glitches (or, extremely unlikely! Let us know if you do experience any!)




How do I know when I have been invited to participate in a new survey?


You will receive a notification email whenever you get invited to participate in a survey or a video interview. Simply click on the link saying "Start Survey". All surveys are designed for smartphone use (but can also be accessed on a tablet or computer) and nuaxia surveys average at 2 minutes, closing after two days or when the required number of surveys has been met, so please participate as soon as convenient to avoid disappointment.




How can I give the best quality answers to a survey?


Our surveys are designed to work optimally on smartphones, so that they can fit into your busy schedules and be completed whenever you have a spare couple of minutes, but also support tablets and computers (desktop or laptop). You should find that questions are short and to the point, with no tedious grids and loops. Our Clients don't ask for a lot of your time. In return, we ask that you give their questions your full attention and do not rush to respond. Top tips include:

  • Read the question carefully
  • Think carefully about your response
  • Keep text responses short, clear and to the point (we limit these to 300 characters anyway)
  • See our related articles on giving great video, voice or picture responses
  • Try complete each survey in one sitting (they average out at only 2 minutes)
  • Market research is anonymous so give your true opinion, there are no right or wrong answers!




How to report something inappropriate in a survey?


We allow you to give us feedback on the content of surveys that our Clients have sent out and report anything inappropriate. nuaxia Clients are always verified before they are allowed access to the platform. On the vast majority of surveys you should not experience any issues. However, there are rare occasions that they may inadvertently or deliberately do something inappropriate. Please do report to us if you noticed anything unusual in a survey, including but not limited to:

  • if at any point you were asked to reveal any of your own Personally Identifiable Information (name, email, telephone, address) OR if at any point the PII information of a fellow healthcare professional or patient is revealed to you
  • if they give you their contact details or make any suggestion of getting in contact directly
  • if at any point there was a link to an external site
  • if the survey could be deemed as "advertising under the guise of market research"
  • if you felt there were any questions containing content not deemed applicable for the professional healthcare MR industry (including the use of profanity or any discriminatory questions)
We have very strict rules on what a client may or may not do and we will enforce those rules to protect you.




Your Honoraria


Upon successful completion of any survey, your honoraria points will be immediately credited to your nuaxia account and you will be given the opportunity to choose your preferred honorarium type.





Video Interviews

5 Steps For Video Interview Success


The following general process is followed for our Video Interviews: 1. Invitation Email This includes the topic and honoraria offered. If you are interested in participating please complete the quick profiling questions - note that we do store your answers and attempt to not ask these again. In the majority of cases if you qualify you will immediately be routed to a scheduling page where you can select your meeting time. Alternately, the nuaxia Member services team will get in touch with you directly including a link so you can select your meeting time. 2. Calendar Confirmation Email This will be delivered within minutes after you confirm your preferred meeting time. Details including the date and time of your interview as well as instructions for installation & testingand the meeting link to be used for the actual meeting will be included. Please save the calendar entry as a handy reminder. 3. Up to 2 Reminder Emails These will typically be either 24 or 48 hours and 2 hours ahead of the meeting. It will reiterate the instructions for joining the meeting and potentially include a link to a document if there are short materials for your review prior to the meeting. 4. Attend the Meeting Please join the meeting at least 5 minutes early. You do so by clicking on the link as confirmed in your email confirmation and reminder emails. nuaxia will be there to help with the setup at the start of the call and attempt to troubleshoot if you have technical issues with the video call. If needed in the case of issues that can't be fixed we will initiate a backup conference call option instead. Note that as a default please enter a false name upon joining the interview (e.g. "nuaxia Member") and do not reveal your name or personally identifiable information to the interviewer. On rare occasions our clients do request to know your name in advance, but you will always be notified of this and asked for your consent. 5. After the Meeting Once your interview is finished you can give optional feedback and you will receive one last email notification from us about your honoraria points.




Installing the Software


This article gives you 2 options to installing the Zoom software on your PC/Mac or smartphone.

Option 1 - PC/Mac:

If you are joining a meeting from your PC/Mac, we recommend installing the Zoom Launcher Plugin when joining your first one-on-one Video Interview. By Installing the Zoom Launcher Plugin you will not need to download the software the next time you join a meeting.

When you click on the invite link to join your first meeting a dialog box will appear, giving you the option to to launch the Zoom application. Simply click the box titled 'Remember my choice' and then click the button 'Launch Application'/'OK'.
Depending on your browser you may see a different confirmation button.

For more information click here.

Option 2 - Smartphone (Android & IOS):

  • For Android users, you can download the Zoom Application by searching for 'Zoom Meetings' in Google Play. For more information on downloading Zoom Meetings on your Android smartphone click here.
  • For IOS users, you can download the Zoom Application by searching for 'Zoom' in the Apple AppStore. For more information on downloading Zoom on your Apple device click here.

Once you have downloaded the app, you need to click on the meeting invite link and follow the prompts to join the meeting.

Further detailed instructions and troubleshooting tips can be found directly on the Zoom help centre here.




Testing Prior to a Meeting


If you are unsure of how to use the Zoom controls and you are wanting to test your connection to Zoom before joining your scheduled meeting, click here.

Then, click Join and then select the Test your Computer Mic & Speaker option to test your your speaker and microphone.

* You can only test your microphone and speaker if you have already installed Zoom. If you have not installed Zoom, read Installing the Software help article for more information on how to do this.

Further detailed instructions and troubleshooting tips can be found directly on the Zoom help centre here.




Configuring Video


When you join a meeting your video camera should automatically switch on. If it is not, please follow these simple steps to get your video camera working.

If your video camera is off you will need to click on Start Video which can be found on the left hand side of the in-meeting-toolbar:

To test your video during a meeting, click the upward arrow and select Video Settings as shown below and follow the instructions:

Further detailed instructions and troubleshooting tips can be found directly on the Zoom help centre here.




Configuring Audio


You have 2 audio options to select from which allow other meeting participants to hear and communicate with you. They are:

1. Computer Audio (Recommended)

You are required to have a working microphone which includes either: a built-in computer microphone, a microphone on your headphones/headset or a USB microphone.

Once you join a meeting you will need to select “Join Audio by Computer” and make sure your preferred Computer Audio is connected and working. To test your audio output and volume you simply click on the “Test Computer Audio” link and follow the instructions.

If you want to test or adjust your audio output and volume during the meeting you simply click the arrow next to the microphone on the left hand side of the in-meeting-toolbar (the toolbar can be found at the bottom of your screen).

2. Telephone (Backup)


It is recommended to join a meeting via telephone if you do not have a microphone/speaker on your PC/Mac or if you do not have a smartphone.

To join a meeting via telephone:

Join the meeting and once you are in the meeting select Join Audio which can be found on the left hand side of the in-meeting-toolbar, as shown below:

Follow the simple instructions to Dial in.

Further detailed instructions and troubleshooting tips can be found directly on the Zoom help centre here.




Do you have a backup phone number?


As a backup, if you need to dial in via telephone, simply call the number associated with your country below.

  • USA: +1 408 638 0968 or +1 646 876 9923 or +1 669 900 6833
  • United Kingdom: +44 (0) 20 3695 0088
  • France: +33 (0) 1 8288 0188
  • Germany: +49 (0) 30 3080 6188
  • Italy: +39 069 480 6488
  • Spain: +34 91 198 0188
And enter your Meeting ID when prompted to do so. This can be found in the meeting link e.g.: if your meeting link is https://zoom.us/j/9293013552, then the meeting ID to enter is 9293013552.

If your country is not listed, click here and find your country's dial in number.





Membership Benefits

How long do I need to wait to receive my honorarium?


Your honorarium will be delivered via email once our quality control checks have been completed and upon end client confirmation. Furthermore, we aim to bring down payment times as much as possible, however with international banking and payment regulations the process can be convoluted - we will always pay as fast as is possible, with an automated approach significantly minimising the chances of missed or delayed payments. If you do not receive your redemption codes within 4 weeks of your request, please contact us using the "help" button.




How do I choose my Honorarium?


On completion of a survey or upon confirming a video interview slot you simply choose your preferred honorarium type, then sit back and relax. As we have an automated system that captures your request your survey honorarium request will have been received and be in process. For interviews, your honorarium will be processed upon successful completion of the live interview.




How do I know when my honoraria is ready?


We attempt to issue your honorarium within 4 weeks from your redemption request. Be on the lookout for an email confirming this. If you do not receive your redemption codes within 4 weeks of your request, please contact us using the "help" button.




How do I use my prepaid Visa or MasterCard?


Once you have received your code in your confirmation email, you will be able to use it immediately. The email you receive will include simple instructions for you to redeem your reward. To redeem your gift card:

  1. Click on the button "Click Here To Access Your Funds". If the button doesn't work, use the link provided and enter your 14-digit code
  2. Follow the prompts to register (first use) or log in to your account
  3. Choose to "Redeem immediately" or "Bank" for redemption later
  4. When you are ready to redeem your funds, select if you prefer a Virtual card (ideal for online transactions, available immediately) or a Physical card (which you will receive in the post in a few days, and can be disposed once all funds are spent)
  5. Once in the site you will be able to view full Details & Terms and FAQs related to using your prepaid card.
Make purchases as usual! Please note that promotion codes expire after 3 months and cards redeemed (virtual or physical) expire after 6 months (USD) or 12 months (EUR & GBP). This service is provided through Swift. Please note that once nuaxia has issued a Swift code, any issues experienced with applying the code to your account should be directed to Swift directly.




How do I use my Amazon voucher code?


Once you have received your Amazon code in your confirmation email, you will be able to use it immediately. Copy the 14/15-character code (e.g. 949E-92WMC2-W78V) and follow the instructions below, which can also be found on the Amazon site:

1. Proceed to Amazon:

2. Login to your account or create an account (first use only) 3. Go to the "Your Account" section 4. Click "Apply a Gift Card to Your Account" in the "Payment & GC" section 5. Enter your code and click "Apply to Your Balance" Make purchases on Amazon as usual! When you redeem an Amazon.com Gift Card to your account, the funds will be stored in Your Account and automatically applied to your next eligible order. The original expiration date, if any, applies to any unused funds. Please note that once nuaxia has issued an Amazon code, any issues experienced with applying the code to your account should be directed to Amazon directly.




About Doctors Without Borders


Doctors Without Borders / Médecins Sans Frontières (MSF) is a private, international association. The association is made up mainly of doctors and health sector workers and is also open to all other professions which might help in achieving its aims. Their aim is help people worldwide where the need is greatest, delivering emergency medical aid to people affected by conflict, epidemics, disasters, or exclusion from health care. Donations are a vital and essential for allowing MSF to operate independently. Please visit their website for more information such as how your donations are used. Note that nuaxia processes donations to MSF once monthly, in a complete batch. We will show confirmation of this on your nuaxia portal.




Does my unredeemed honoraria expire?


Any unclaimed nuaxia honoraria will expire three (3) years after the date the honorarium was credited to your account. Amazon and Swift codes do also expire (as will be outlined in their own respective Terms and Conditions), so please do apply your codes to your respective Amazon or Swift account as soon as possible on receipt.




How can I view the results of surveys that I participated in?


We share the results of surveys that you participate in so that you have the opportunity to learn what your peers think. The results are shared in an aggregated format in the form of graphs and are shown at the end of the survey you participate in. We are unable to share text, video, voice or picture responses due to the potential confidentiality issues with other experts like yourself, however you will see results from all closed ended questions for all responses at that point in time.




Can I share the results of surveys I participated in?


No. All survey results and other information shared on the nuaxia portal should not be shared, downloaded, copied or distributed. If you have a fellow healthcare professional colleague who would like access to the nuaxia portal and features such as viewing the results, please see "How do I refer a fellow healthcare professional?".





Confidentiality

Data Confidentiality and Privacy


As with all market research, your identity and personal details are entirely confidential. Please see our Privacy Policy for full details.




Adverse Events, Product Complaints and Special Reporting


Adverse Events, Product Complaints and Special Reporting situations are defined as set out by BHBIA in its Guidance notes on the collection of adverse events and product complaints from market research programmes. Should you raise any Adverse Event or Product Complaint in a specific patient or group of patients where the Client needs to report it, you may be contacted specifically in relation to that Adverse Event or Product Complaint. Everything else you contributed in the survey will continue to remain confidential. Please see our Terms of Use and Privacy Policy for further details.





General questions

Which mobile devices are supported by nuaxia?


Most popular mobile phone operating systems and web browsers are supported by the nuaxia Platform, including Android and iOS. To optimise your experience, we recommend that you keep your software up to date with the latest version. If you do experience any issues, please use the "Help" button or email us on help@nuaxia.comto request further technical support.




Which web browsers are supported by nuaxia?


Most popular web browsers are supported by the nuaxia Platform, including Internet Explorer, Google Chrome, Firefox and Safari. To optimise your experience, we recommend that you keep your web browser up to date with the latest version. If you experience any issues relating to the view and functionality of the website, please try updating your operating system and browser, refreshing your page, closing and re-opening your browser, or using an alternate browser. If this does not work, please use the "Help" button or email us on help@nuaxia.com to request further technical support.




Can I respond to a survey using a laptop computer?


Our surveys are short and simple, optimized for smartphone use so that they can fit into your busy lifestyle. However, if you prefer, you may also respond using a laptop computer or tablet. Please also see "Which mobile devices are supported by nuaxia?" and "Which web browsers are supported by nuaxia?".




How do I refer a fellow healthcare professional?


If you have a fellow healthcare professional colleague who would like to join as a nuaxia Member, please refer them to www.nuaxia.com where they should click "Register". They will be asked to provide & submit some basic details and a member of our team will contact them within 1 week. To prevent fraud, we do not allow anyone to sign up directly to nuaxia as a Member without our specialist team validating them and sending them an invitation.




Is there some way I can get support? Do you have a helpdesk?


Yes, we do! Please look for the "Contact Us" icon at the bottom right of the screen whilst using the nuaxia platform. You may live chat with us if a representative is online or submit a query to us using the web form and one of our representatives will be in touch within 1 business day. Alternately please contact us on help@nuaxia.com Whilst email is our recommended form of communication, you can reach us by telephone between 9am-6pm UK time, Monday to Friday, on +44 (0) 20 8948 8683.





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