ePrescription Statuses and Troubleshooting
Explains each ePrescription status and common reasons that ePrescriptions cannot be sent and how to troubleshoot them.
Status | Description |
---|---|
Send in progress | The ePrescription is being sent to the ETP service. |
Send failed | Transmission to the ETP service failed. If a response from eRx is not
received within the default timeout period (60 seconds), the
ePrescription times out, a cancellation request is immediately sent to
eRx, and the ePrescription is marked as failed. Try to resend the ePrescription or print the token. ePrescriptions that are not successfully sent or printed are not saved when the consult is ended. Helix also runs a job every hour to send a cancellation request for any failed, uncancelled scripts within a previous one hour time window, from one hour ago; a job that runs at 3pm will look for scripts from 1pm - 2pm. |
Sent successfully | The ePrescription was successfully sent to the ETP service. |
Resent successfully | The ePrescription was successfully reissued. |
Message | Reason | Location |
---|---|---|
You have opted out of using electronic prescribing - this can be enabled in Settings > Preferences. | ePrescribing has not been enabled in Helix for this user. | Select | .
You are not currently registered to use electronic prescribing - this can be updated in User settings. | There is no eRx entity ID recorded in Helix for this user at this centre. | Select Edit a User and ePrescribing Entity ID. | . For more information, see
Your HPI-I or HPI-O number is missing, these are required for electronic prescribing - these can be added in User and Centre settings respectively. | There is no HPI-I recorded in Helix for this user. | Select Edit a User. | . For more information, see
There is no HPI-O recorded in Helix for this organisation. | From an administrative user account, select Electronic Prescribing. | . For more information, see|
No prescriber qualifications - these can be added in User settings. | There are no qualifications recorded in Helix for this user. | Select Edit a User. | . For more information, see
No patient IHI. | There is no valid IHI number recorded in Helix for this patient. | Select Individual Healthcare Identifier (IHI). | . For more information, see
Patient has opted out of electronic prescribing - this can be changed in the patient’s demographics. | The patient has opted out of ePrescribing. | Select Patient Preferences. | . For more information, see