eRx error messages summary

Error Message

State

Description

E02001: The prescription has expired.

Expired

The script has expired. Patient requires a new prescription.

E02002: The prescriptions have already been selected for dispensing.

A pharmacy will only see this error when scanning a patients printed token, there can be 3 reasons for the error:

Pending

The eScript has been selected by another pharmacy for dispensing.

Dispensed

This eScript has already been dispensed.

Cancelled

This eScript cannot be dispensed. Please locate the active token.

E02003: This prescription has been ceased by the prescriber.

Ceased

The prescriber has cancelled the prescription and it cannot be supplied. The patient may need to return to the prescriber for a new script.

MediSecure error messages summary

Error Message

State

Description

250104: Prescription has expired

Expired

The script has expired. Patient requires a new prescription.

250106: Prescription has already been dispensed

Dispensed

This prescription has already been dispensed.

250108: Prescription has been cancelled, please consult the prescribing Doctor before dispensing

Cancelled

The prescriber has cancelled the prescription and it cannot be supplied. The patient may need to return to the prescriber for a new script.

250109: DISPENSING ORG – Pharmacy Approval Number does not match original initiate dispense

Locked

The prescription has been selected by another pharmacy for dispensing.

Q. Why can’t I connect to the PDS?

A.  There are two likely reasons that you cannot connect to the PDS:

  1. The PDS is unavailable. This rarely occurs as the PDS has high availability. If Minfos is aware that the PDS is down we, or the PDS, will send an email notifying of the issue and when it has been resolved.
  2. Issues with your internet connectivity. If your pharmacy is experiencing internet issues, contact your internet service provider and your preferred Hardware Vendor.

Q. What do I do if I cannot download an eScript from the PDS?

A.  An eScript cannot be dispensed manually. You will need to wait until the issue is resolved before you can dispense the eScript.

Alternatively, you can contact the prescriber and request a paper prescription or they may authorise an owing for the eScript, which you can reconcile when the service/internet is available.

Q. Why can’t I see the Token Scanner button at the Till?

A.  ePrescribing needs to be legislated in your state or territory and the Minfos software must be conformant to your state’s or territory’s requirements. Ensure you are running the latest version of Minfos. If you cannot see the Token Scanner button at the till then one of these criteria have not been met and you cannot dispense an ePrescription at this time.

Q. Why does the paper token say “Script details not available”? 

A.  The eScript was not available to download from the PDS at the time of scanning the QR code from the Till. Minfos still prints the paper copy of the token for you to queue the script in dispense. The issue may simply have been an internet connectivity issue at the time of scanning. If the issue persists, for example it is an issue with the script not the internet, you will be prompted with an error in dispense to allow for further troubleshooting.  

Q. I get the below eRx error: E02005 when I scan an eScript, what action do I take? 

 

A.  It is possible that ePrescribing has not been legislated in your state or territory, please review the Disclaimer section of this guide. After reviewing your software, if you continue to see this error please contact Minfos Support.

Q. Can I print the token to an A4 printer rather than a docket printer?

A.  Yes, refer to the Printing a token from a workstation other than the till section.

Q. A patient has contacted my pharmacy to say they didn’t receive their token via SMS or email, can I help?

A.  If your pharmacy has been involved in the eScript chain of supply; the pharmacist can reissue a token (see the Reissue a Token to a patient section of this guide.). The PDS will find the active Repeat Token and send it to the patient electronically. However, if there is no active repeat available, the patient will not receive a token. The pharmacist will not know the outcome of re-issuing a token electronically, unless the patient contacts the pharmacy again.

Q. How do I know if my scanners can scan a QR code?

A.  Your scanners need to meet the requirements outlined here. You can use this QR code to test your scanners. Open your web browser and scan the QR code and if your scanners are configured to read QR codes, the Minfos website will launch. If the Minfos website fails to load or for further assistance contact your hardware vendor.

Q. I am seeing new PBS Online error codes, what do these mean?

A.  Please visit the PBS website for detailed information on error and rejections codes.

Q. Why does the information displayed on the dispense form, differ from the eScript Details window?

A.  The information on the Copy of Original eScript is exactly what the doctor entered into the prescribing software.

When the electronic data is uploaded into the PDS by the prescriber and downloaded into the dispensing software the data may have been interpreted differently. For example, direction shorthand codes (SIGs) can vary between prescribing and dispensing software.

To improve outcomes:

  • If the Directions are different - the doctor’s shorthand codes can be manually added into Minfos as SIGs (see Sigs User Guide ) to minimise this issue in the future.
  • If the Drug does not match as expected to improve drug-matching turn on the Enhanced eScript drug matching configuration. Refer to Enhanced eScript Drug Matching for more information.

Q. How do I change the default send method with issuing or reissuing a token?

A.  If both email and mobile are available, then by default the token will be sent to the patient’s mobile.

  • You can change the configuration so the default reissue token is email, the dispenser can still manually select SMS.

Or

  • You can change the configuration to only allow tokens to be issued by email. 

Refer to Repeat Token Configuration for more information.

Q. Can a patient request their eScript be changed to a paper prescription or their paper prescription to be changed to an eScript?

A.  No, eScripts and paper prescriptions are not interchangeable i.e. an eScript cannot be converted to a paper prescription.

Q. Do I need to provide a paper Repeat Authorisation form for an eScript?

A.  No, repeats by default are supplied as an electronic token via SMS or email and as such, a Repeat Authorisation form is not printed at the end of dispensing. If required, a paper copy of the repeat token can be printed. Refer to Print a repeat token.

Q. A patient has given me a token that Minfos is saying has already been supplied, how is this possible?

A.  Unlike paper prescriptions, multiple copies of a token may exist. For example, the patient may have been emailed their token and then printed it off – there are now two copies of this token. Also, the token can be retained by the customer after supply, unlike paper prescriptions where the supplied original or repeat authorisation form is retained by the pharmacy.
Multiple or dispensed tokens may be requested that have already been supplied. If there are still repeats available on the script and you have made at least one supply in the chain of that prescription then you can reissue the next available token, see Reissue a Token to a patient.

Q. A regulatory body has requested a copy of an eScript, what do I give them? 

A.  Please see the eScript Audit Report article.

Q. How do I keep eScripts on file for a customer?  

A.  A paper copy of the token can be printed and kept with the customer’s paper prescriptions. Alternatively, when the customer requests their prescriptions you can refer to the patient’s script history to identify if the script is an eScript. If it is, then use the G. Get Repeat option from the Script Options menu to download the eScript. For more information, refer to the Manage eScript tokens for Scripts on File customers article.

Q. The mobile and/or email field in the customer’s record is populated even though I did not enter the information, why?

A.  The eScript usually contains the patient’s mobile and/or email so that they can receive the token for their script. If the patient record in Minfos does not have these details then Minfos will automatically populate them with the details from the eScript.

Q.   A patient has forwarded me their token via SMS or email directly to the pharmacy, how do I dispense it?

A.  The same processes can be used as obtaining the token from a patient’s mobile device. You can scan the screen to populate the eScript directly into the dispense form or print a copy of the token via Token Scanner or from the computer you are viewing the email on.

Q. Connectivity to the PDS was lost after the eScript was downloaded, can I still dispense it?

A.  Yes as you have the details of the prescription available to dispense and verify the prescription. Minfos will save the information that needs to be sent to the PDS after dispensing occurs and continue to retry until successful.

Q. How do patients sign the Patient PBS Declaration when they collect their script?

A.  For electronic scripts patients are not required to sign a Patient PBS Declaration that they have collected their scripts. This is still required for paper prescriptions.

Q.   The claim serial number still prints on the dispense label, it is it needed for an eScript?

A.  No, you can discard the serial number sticker for eScripts.

They are still required for paper prescriptions and you should continue to follow your normal paper script processes.

If you sort your paper claim and cross-reference it with the Claim Statistics report, it may appear as though you have 'missing' scripts as there is no paperwork for them. To check if these scripts are eScripts you can edit the claim in Manage Claims and click the filter and choose to display to eScripts only. The list can also be printed.

Q. If an eScript is dispensed in Minfos and then deleted, is a new token issued to the patient?

A.  No, a new token is not issued. The patient will use the original token issued to them from either the prescriber or the repeat token issued by a pharmacy.

Q.   Where will the Prescriber Specialist Qualification display? 

A.  If required to be displayed on the prescription, this will display next to the Prescriber’s name on the Copy of the Original eScript.

Q. Where will the authorisation reference number, warrant or permit number display? 

A. This will display in the ‘drug section’ of the Copy of Original eScript, refer to the Copy of Original eScript of this guide for more information.

If the prescription was written pre Minfos 6.0.2 and it requires this information, the prescriber will include the number in the directions field.

Q. I have a patient that has not received their repeat token?

A.  Refer to the eScript PDS Errors article.

If you are a Tasmanian store and the repeat token is for a Schedule 8 eScript refer to Schedule 8 repeat tokens section of this guide.

Q. My pharmacy is in Tasmania, why do repeat tokens print for S8 eScripts?

A. In line with Tasmanian state requirements, when a S8 ePrescription with repeats is dispensed, Minfos will automatically prevent the repeat being electronically sent to the patient. A paper token will be printed for you to retain on file for future supplies of the script.

Q. My pharmacy is in Western Australia, why do I not get prompted to Verify Script Authenticity for S8 eScripts?

A. S8 eScripts are automatically set as verification type ‘Electronic’. Therefore, when dispensing an S8 eScript, the ‘Verify Script Authenticity’ prompt will not display. For all paper prescriptions, the prompt will still display.

Q. My pharmacy is in South Australia, I sometimes see a Patient Address Required prompt when dispensing eScripts, what does it mean?

A. As part of the South Australian ePrescription legislation all patients must have address details recorded in their dispensing customer profile. If the patient does not have their street, suburb, state or postcode recorded in Minfos the following prompt will display when saving and processing an eScript.

To add an address:

1. Click Customer Change to display the Customer Editing window

2. Update the address details, click OK to save and close the Customer Editing window.

3. Then continue to save and process the script.

Click Cancel to close the Patient’s address required prompt. If you do not update the customers address details, you will not be able to save and process the ePrescription.

To avoid the Patient’s address required prompt, update the customer’s record from the Update Customer Details prompt, refer to the Dispensing an eScript article.