How to Report a Failed or Missing e-Prescribe Rx

If a prescription is believed to have failed in transmission or is “missing”, meaning the pharmacy claims to have no record of the transmitted Rx, NewCrop can research either scenario.  

In order to research a missing Rx, the following must be true:

  1. A missing Rx cannot be a faxed Rx.  SureScripts does NOT track faxed Rxs and cannot research these faxes.
  2. The report of a missing Rx can be no more than 5 days from the write date of the Rx.  

For mail order Rxs, allow 72 hours from transmission to do a reported missing Rx. Mail order pharmacies have 72 hours to update their data base with Rxs for their patients.  

View the Tasks section of NewCrop and scroll to find the Failed Prescriptions Section

  1. Click on the magnifying glass to the right of the current medication. This will open up the Rx Details screen. 
  1. Scroll down to the Print/Transmission log. Reading from bottom to top, you should see queued, success/verified. You will also see if the Rx went electronically or by fax. 

In this example, the Rx failed in an electronic transmission:

REPORTING A ‘MISSING’ RX

If the Rx was sent successfully, but either the pharmacist or patient is denying the pharmacy receipt, you will report the Rx as “missing”.

  1. From the patient’s current medication list, click on the magnifying glass to the right of the medication.
  1. Click on Report “Missing” Prescription

You will fill in the two required fields:

  • Who contacted the provider/practice with a report that the Rx is missing?  (Do not send PHI)  If you speak with a pharmacist, input the name of the person at the pharmacy as this allows for appropriate research.
  • What did the pharmacy say?  
  1. Then click Report Missing Rx to report.  NewCrop will immediately receive this report via email and will research.  Once the research is completed, the outcome will be emailed to the EHR.

REPORTING A FAILED RX

If the Rx was attempted electronically, but failed, you will see the failure message.

  1. Click the Report Failed Transmission box to report this transmission as a failure.  NewCrop will immediately receive an email and begin to research the reason for the failure.  
  2. NewCrop will email with a reason and an outcome as soon as possible.