Electronic Prescribing FAQs

ePrescribing is a powerful feature designed to streamline the prescribing process for both practitioners and patients. However, from time to time, users may encounter issues that prevent them from successfully generating or sending an ePrescription. This troubleshooting guide provides step-by-step instructions to help you quickly identify and resolve the most common challenges, such as missing menu options, token delivery problems, or configuration errors.

Whether you’re dealing with system settings, patient details, or practice configuration, this guide will walk you through practical solutions so you can restore functionality and continue prescribing with confidence.

Contents

1. ePrescribing Menu Options Missing
2. Medicare Cards & ePrescribing
3. Paper and Electronic Scripts
4. Script Token opens the MyHealth App
5. Error: HPI-O No must be supplied
6. Changing Email/Phone Number for a Token
7. Identifying Successful ePrescriptions
8. Patient Didn't Receive ePrescription
9. Including More than One Medication on an eScript

ePrescribing Menu Options Missing

If you’re unable to see the option for ePrescribe at the end of the prescribing workflow, you can normally resolve this with changing your configuration. There are a few common reasons why ePrescribing may not appear, and most can be resolved quickly by checking your user settings, patient settings, or practice configuration.

First, check if the eRx identification number is entered under your details which can be found in your settings.

1. Click More > Settings > Subscription Details
2. Click Users
3. Find the user that you are having an issue with e-prescribing > You can use the search bar or find it manually.
4. Click the name of the User.
5. Click Identifier where you can find eRx identification number.

If the above situation is occurring only in certain patients where there is no 'E-Prescribe and Print' option, then you have to make sure to check your patient's settings to ensure that the e-prescribing box is ticked.
To tick the E-prescribing box please go into the Patient Details, then Settings.
If after these steps you are still encountering an issue, please confirm that your clinic is configured for e-prescribing correctly.

For more information on how to configure your practice for e-prescribing click here.

Medicare Cards & ePrescribing

MediCare Card is NOT necessary to receive an ePrescription unless the medication is on the Pharmaceutical Benefits Scheme (PBS). For private electronic prescriptions (non-PBS prescriptions), only an IHI number is needed. With paper prescriptions, an IHI and Medicare number are not required.

An Individual Healthcare Identifier (IHI) is a unique number used to identify an individual for healthcare purposes. It helps ensure health professionals are confident that the right information is associated with the right individual at the point of care.

Those who are not eligible for Medicare or DVA benefits can still obtain an IHI number from Services Australia. 

Paper and Electronic Scripts

A prescription can only be paper or electronic for the duration of its life, including repeats. It cannot be converted, and you may only have one or the other.

Script Token opens the MyHealth App

This is an issue that cannot be addressed directly by MediRecords or eRx. However, you can bypass this by ensuring the URL opens in a web browser, instead of following the default navigation path when clicking the link.

Please note that the steps may vary depending on the phone model and SMS app being used. Since not all patients may use the default messaging app on their device, the instructions provided are intended as a general guide rather than exact steps.

Android

Default SMS Messaging App on Android (Samsung):

1.  Hold your thumb on the message.
2. Tap the ellipses in the top-right corner of the app.
3. Select "Share."
4. Choose "Chrome."
5. This will ensure the URL opens properly in Chrome.

iOs

Default SMS Messaging App on iOs:

1.  Hold your thumb on the URL.
2. Select "Open in Safari".
3. This will redirect you to Safari with the token showing

Error: HPI-O No must be supplied

You will need to check your Practice Configuration to ensure the HPI-O number is entered if you are receiving this error.

To navigate to the HPI-O field, follow these steps:

1. Go to More > Settings > Configuration
   
    
2. Select the Practice in question > eHealth > HPI-O No.
   
    

Changing Email/Phone Number for a Token

Yes, you can free type in the fields for the mobile phone number or email address from the "Confirm Patient Contact" pop-up. This will not permanently change the email or phone number stored in the patient record.

Identifying Successful ePrescriptions

There are a couple of separate ways you can check this, and they are as follows:

1. There will be a blue pop-up message appear from eRx in the top right-hand corner that.
   will indicate to you that the "Token has been requested".
2. Current RX, check the Type= Paperless and the Status=Active/Printed
3. Past Rx, Click the triangle next to the medication to drop down the prescription information and see eRx Status = Active/ Printed

This guide will take you through the steps to locate a script, find its unique SCID number, and use the Integration Audit to confirm where and how it was sent. By following these steps, you’ll be able to quickly verify script delivery and resolve any patient queries with confidence.

1. Inside the patient's record, navigate through the Clinical Tab.
2. Go to Medications and locate the script in question. Expand the details of the script and note down the SCID.
3. Once you have noted the SCID, go to More and select Audit. Under Audit, choose Integration Audit.
4. Select the Filter option and select eRx Create and also eRx Cancel.

5.  Enter the SCID from the script and paste it into the search function.  Depending on the amount of scripts in the system, it can take a long time for this to load and process so give it a time.

   If, for some reason searching the SCID does not work (too many scripts to try and load) you can select CTRL + F on the keyboard and input that SCID no and that will take you to the page where this SCID is located. 

Once you are taken to that page and located the script based on matching the SCID to it, you then can select click here option within the description part of this script information.

Once you select this, it will show you where this script was sent to and to what the email or phone was that it was sent to.

Patient Didn't Receive ePrescription

There may be situations where patients assert that they have not received their ePrescription. To verify that the correct mobile number or email address is recorded in the patient's demographic details, please follow the steps outlined below.

1. Inside the patient's record, go to the Details Tab > Demographics.
2. Look for the Contact Details and make sure you have the most accurate data.

NOTE: This does not re-prescribe the medication in any form, rather it simply sends the patient another copy of the same e-Script.

If you discover you have accidentally sent the script to the wrong number or email, you are required to then cancel the prescription. Click here if you would like to access an article on how to do this.

If after checking these details and they are correct, you can navigate to the Integrated Audit

(More > Audit > Integration Audit) and search using the SCID number from the e-Script. In this screen, you can 100% confirm where the e-script was sent.

Including More than One Medication on an eScript

You can only prescribe one medication at a time on an ePrescription, in line with conformance.