Get Help

General Help Desk Information

Connect with Leapfrog’s in-house subject matter experts via our dedicated Help Desk to get timely support for:

  • Survey content and scoring questions,
  • ​Data verification messages and requests for documentation, and
  • Technical issues related to the Online Survey Tool, CPOE Evaluation Tool, or the Hospital and Surgery Center Ratings website.

You can also schedule a 1:1 Hospital Survey Orientation and submit feedback on any of Leapfrog’s ratings programs, including Top Hospitals and Top ASCs, the Hospital Safety Grade, and Leapfrog’s Value-Based Purchasing Program.  

To quickly get you to the right in-house expert for the right level of support, submit your inquiry in writing through the Zendesk ticketing portal at You’ll receive a reply within 1-2 business days, if not sooner. Tickets submitted during a CPOE Test receive a reply within 10 minutes during normal business hours. More information on submitting and managing Help Desk tickets can be found in the Help Desk Guide.

The Help Desk is staffed Monday through Friday from 9:00 a.m. to 5:00 p.m. ET, except on federal holidays. Please review the Help Desk Holiday Schedule for closures and allow ample time for staff to respond to time-sensitive requests before any program deadlines.

You can manage your open tickets through email and/or create an account with Zendesk to manage open and archived tickets.

To ensure that you receive our emails, please work with your IT department to add the following to your safe sender list:

  • IP address:


Contact the Help Desk

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Leapfrog Help Desk Holiday Schedule

Christmas 2023 & New Year's 2024 December 25 – January 1 closed
Martin Luther King, Jr. Day January 15 closed
Presidents Day February 19 closed
Staff Training May 22 closed
Memorial Day May 24 closing at 2 PM ET
May 27 closed
Juneteenth June 19 closed
Independence Day July 4 closed
Labor Day August 30 closing at 2 PM ET
September 2 closed
Veterans Day November 11 closed
Thanksgiving November 27 closing at 2 PM ET
November 28 - 29 closed
Christmas 2024 & New Year's 2025 December 25 – January 1 closed


Other helpful links.

If you need a copy of your security code emailed to you or need to request a security code for the first time, please visit Get a Hospital Security Code.

Need help navigating the Online Survey Tool? Download the Online Survey Tool guide.

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