Resolving Prescriptions Stuck On the PharmaClik Rx Workbench

Transcription

1 Resolving Prescriptions Stuck On the PharmaClik Rx Workbench When a prescription gets stuck on one of the PharmaClik Rx Workbench tabs, there are some things you can do to move them out. Try these quick fixes first, before calling Customer Care. To learn how to resolve each scenario, click the link. Scenario #1 A prescription is on the In Process tab with a RED HASHTAG/NUMBER SYMBOL in the Priority column. Scenario #2 A prescription is on the In Process tab with a blue workflow status in the Priority column. Scenario #3 (B.C. Only) When filling a prescription in British Columbia, a prescription is on the In Process tab with a Reversal Failed message from Pharmacare. Scenario #4 For pharmacies that have the Pharmacy Integration Workflow module, the Completed tab is carrying forward prescriptions that have been picked up by customers. Scenario #5 The prescription is on the In Process or Pending tab, but was either filled and the label set printed, OR reversed and the adjudication reversal was accepted by the third parties. There is no Red Hashtag/Number Symbol or blue workflow status present. Page 1

2 Scenario #1 A prescription is on the In Process tab with a RED HASHTAG/NUMBER SYMBOL in the Priority column. Reasons prescriptions are stuck : This prescription was part of a batch. In the group s batch Preferences, the Batch Labels option was set to Manually Print. The prescription was background filled or queued, and in More > Pharmacy, the Process Labels in Background option is flagged OFF. Solution 1: The RED HASHTAG/NUMBER SYMBOL means that the user must print this prescription to take them out of the In Process tab. To print this prescription: 1. Highlight the prescription(s) from the In Process tab on the Workbench. 2. Select the RX button and then select PRINT. The prescription s label set will print and the prescription will be cleared from the In Process tab. Solution 2: If prescriptions continue to show up on the In Process tab with the RED HASHTAG/NUMBER SYMBOL: 1. From the Workbench, select More > Pharmacy. 2. Ensure the Process Labels in Background flag is turned ON. 3. Select the Save button. Page 2

3 Scenario #2 A prescription is on the In Process tab with a blue workflow status in the Priority column. This means that the prescription is open in Rx Detail on another workstation. Solution 1: Check which workstation has the prescription open and close/complete it: 1. Go to the Workbench on any workstation. 2. Select the In Process tab. 3. Highlight the prescription in question. 4. Scroll across the screen until the Workstation column is displayed. The value in this field indicates the workstation that has the prescription open. 5. Go to that workstation and select the Rx Detail button. 6. Complete the prescription (i.e., select Save, Fill or Escape). Solution 2: If Solution 1 doesn t fix the problem: 1. Exit PharmaClik Rx on all workstations in your pharmacy. 2. Restart PharmaClik Rx. Page 3

4 Scenario #3 When filling a prescription in British Columbia, it is on the In Process tab with a Reversal Failed message from Pharmacare. Solution 1: You will need help from PTS Customer Care: 1. Contact PTS Customer Care at Customer Care will change the status of the prescription to Complete from the back end. 3. Then reverse the claim using an RE intervention code. This should reverse the prescription in Pharmacare. Solution 2: If Solution 1 doesn t fix the problem: 1. Call the College of Pharmacists of British Columbia to have the prescription manually completed on their end. Scenario #4 For pharmacies that have the Pharmacy Integration Workflow module, the Completed tab is carrying forward prescriptions that have been picked up by customers. This means that some prescriptions have been picked up by a patient, but not rung in through PharmaClik POS. As a result, these prescriptions have not been flagged as Picked Up. Solution 1: Flag the prescription as Picked Up. 1. Select the Completed tab from the Workbench. 2. Highlight the prescription(s) that have been picked up. 3. Right-click on the Priority column. The Change Workflow Status menu appears. 4. Change the status to Picked Up. The Change Workflow Status window opens. 5. Validate the new workflow statuses and select the OK button. ** Ensure staff always ring prescriptions through PharmaClik POS, including those with a $0.00 charge. Page 4

5 Scenario #5 The prescription is on the In Process or Pending tab, but was filled and the label set printed, OR reversed and the adjudication reversal was accepted by the third parties. There is no Red Hashtag/Number Symbol or blue workflow status present. Technically, the prescription is adjudicated and complete, but was not moved to the Completed tab, OR was reversed and accepted, but not removed from the In Process or Pending tab. Solution 1: Change the prescription status to Complete or Cancelled 1. Highlight the prescription from the Workbench. 2. Select Rx > RxStatusChange. 3. Select either Complete or Cancelled. A validation prompt appears. 4. Select the Yes button. Depending on your selection in Step 3, the prescription will either be moved to the Completed tab, or cancelled and removed from the In Process or Pending tab. Page 5