eRX Missing scripts

[rich_omsafw]

We have had issues lately where we will send scripts using eRX but the script doesn't show in the patient chart.  I called in a few weeks ago about this and support informed me that if the script shows in eRX but not the RX tab of the patient account then usually an error occurs that would point us in the right direction.  The staff was alerted of this and was supposed to be paying extra attention to eRX.  No one reported errors and this happened across multiple offices & doctors.  I called in and they were going to alert Change Healthcare of this.  Has anyone else had this issue?  This is becoming a big issue when we look at a patient chart and see no scripts but they actually have them.

At this time, I am waiting to hear back from support on case 69536.

[mqualls]

Yes we have this issue often.  One particular pharmacy that has an ampersand symbol in their name never shows up but is actually processed.  I was told eRx didn't recognize that symbol, hopefully this is resolved soon.  

[SOS_Tech]

I've been assisting one provider with this issue and the related -1 return code.  It's definitely related to the special character in the pharmacy name.  If it goes thru the script ends up only in the rX history and not the patient chart (at least not for a day or two).

Based on my exchange with Carestream, this issue is now being pushed with Change Healthcare to resolve.

[Carla]

I have been having the same issue. I also have a case # but have not received the call back that I was promised. The pharmacies do NOT have a special character, and there is only one person in the eRx system. When will this be fixed?? It needs to be a priority. 

[rich_omsafw]

The latest theory discussed today was about being in eRX on more than one computer at the same time.  They said Clinician only allows one active login and when the same login is used again it will cause issues with the first session.  They said if you log into the website twice, it would alert you of the second login but the WinOMS portal doesn't give that prompt.  Does anyone have thoughts on that?

[Carla]

I have been having the same issue. I also have a case # but have not received the call back that I was promised. The pharmacies do NOT have a special character, and there is only one person in the eRx system. When will this be fixed?? It needs to be a priority.

[rich_omsafw]

I have seen that -1 error but that doesn't seem to be the case this time.  We have multiple patients who are missing their eRX in WinOMS from 5/22 but then scripts sent to the same pharmacy on 6/1 show up in WinOMS.  We have a few other examples on other days but several on 5/22 and probably more if I go looking.

[rich_omsafw]

I have wonderful news, everyone.  The case I opened and have called in one or two additional times about has been closed.  I didn't get a callback or any resolution.  Just a closed case.  I feel I'm in good hands though, as they said they would call back this time.

[rich_omsafw]

Latest update.  Talked to escalations this morning and he said the special characters issue in pharmacy name also relate to SIG & notes.  On the one day in question, one script had the SIG manually typed in with ***Wait 2 days***.  I am trying to verify my other days in question have this same issue.  I guess when it comes to eRX don't use * & @ symbols, among others.

[office121oms]

This has been happening for a while now.  I was told it has to do with the pharmacy name that is a special symbol that wont let it back into WinOMS If you find out anything keep me posted

[rich_omsafw]

I have heard that before about the special symbol.  Unfortunately, some of these missing scripts went to pharmacies with regular names.  Some of our scripts from Feb show up, then new ones from May don't show, and they went to the same pharmacy. I am waiting on a call back.  I'll post an update if I get any info. 

[office121oms]

Thanks