Stock issues
If a pharmacy rejects a script because of a stock issue, we notify every other pharmacy in our network that could service it.
We only ask you to prescribe an alternative item once every available pharmacy in our network has confirmed the item can't be sourced.
🗒️ Note: You're notified by email, and the order shows as requiring review within your prescriber portal.
Requests for changes
If a pharmacist can't process a prescription because it doesn't meet the threshold for safe dispensing, or because information is missing or contradictory, the script moves to Request Changes status. The pharmacy sends a message asking for clarification.
Respond to the pharmacy's message. Amend the script directly if the issue involves the medication itself, its strength, or its quantity. Reply to the email if the pharmacy needs further context on your prescribing decision.
Where rejected scripts are kept
While a script can't be processed and is waiting for your update, it's held in an internal queue we call the Archive. This keeps it from getting lost among your other scripts. There's no separate tab for this in your prescriber portal, the script simply shows a requires review tag within your usual view.
🗒️ Note: The patient's order status stays as "Issued" while the script sits in this queue. Internally, it's held in an "order placed" status until the issue is resolved.
🗒️ Note: If there's no update from you within 2 months, the script is automatically cancelled.