A patient or pharmacy calls and reports that they did not receive a prescription that I sent electronically. What should I do?
To ensure that the patient's needs are taken care of, provide the pharmacy with the verbal order for the prescription so it can be dispensed immediately.
Review your e-prescribing system for any errors that may indicate the prescription was not successfully delivered and that it was addressed to the correct pharmacy.
If the prescription was successfully delivered, ask the pharmacy to ensure that, in the future, they review their computer system, their fax machine, and all points within their workflow before calling for a verbal order.
Report the incident to your e-prescribing software vendor so that they can open a support case on your behalf which will help reduce the chance of a future occurrence. You may also report this issue directly to Surescripts support by opening an online support ticket or by calling 1-866-RxReady, option 1.
