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CPS - Medicaid prescriptions failing

Bugs, Known Issues, Open Cases

Last Post by Anonymous 1 second ago

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gibsonmi

(@gibsonmi)

Posts: 827

Prominent Member

Topic starter

Hello,

We are on CPS 12.2.2, and yesterday around noon the new html version of the prescription form stopped working for some patients. When trying to click renew, we would get two popups, the first one says something like 'Another user is updating this, click yes to use your value and No to use the database value...' and the second one says 'Error 32785, possibly too much data...'. We opened a case with GE and so far haven't gotten anywhere. For these patients we are completely unable to prescribe anything using any method in the HTML for or with the legacy update medication and new medication windows.

We are in the state of Michigan, we found the problem was with a PBM eligibility response for a Medicaid carrier in Michigan. Basically it looks like the eligibility response message must be formatted incorrectly because instead of a formularyId, the message is placing the Formulary name in that field, and the name exceeds the length of the formularyId field (10 characters) causing everything to break down. So far in the last 24 hours this bug has affected well over 100 patients. We were wondering if anyone else out there is seeing this issue, and if so, we would like to connect to work together on finding a solution to this.

Posted : February 21, 2018 7:29 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

We are on CPS12.0 SP13 and yesterday afternoon we started receiving the Error 32785 (only 1 yesterday that I am aware of), but have had many, many today. We also have a ticket opened with GE and we are also in Michigan. I have checked a handful after seeing your post and everyone that I checked is indeed Medicaid.

I'm the Sen. DB Admin, so I'm not that clinical, so I do not know if it is the "eligibility response message" or not, but I have been told that it is even happening to RX's that they try to print. Do you know if printed RX's are affected by the eligibility response message?

Posted : February 21, 2018 9:11 am

gibsonmi

(@gibsonmi)

Posts: 827

Prominent Member

Topic starter

Thank you for the response, I’m glad I’m not alone on this. It is all prescriptions, printed, telephone, electronic. Try this script and see if these match the patients that are not working for you, if so it’s the same problem.

SELECT *

FROM erxresponse

WHERE formularyId = 'MINOTCOVERD' and DEFAULTPLAN = 'Y'

ORDER BY SyncRequestTimeStamp desc

The problem seems to come in when you write a prescription, it tries to insert the formularyId here into PRESCRIB. ERXFMYLISTID which is type varchar(10), and that's 11 characters. You would think GE could figure something out quickly but so far they have pushed us from department to department. Let me know if your issue is the same and I'll post back if we get any traction. Thanks!

Posted : February 22, 2018 12:50 am

lsoave

(@lsoave)

Posts: 14

Eminent Member

We are also in Michigan and are having the same issue but it is slowly "fixing itself". Some patients who we couldn't refill prescriptions for over the past two days are fine now. Some still are not. Thank you for the lead on the root cause!

Posted : February 22, 2018 1:55 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

Definitely looks to be the same, every patient that I have been made aware of, I checked to see if they were in the results of the script and they are. Currently, the script is pulling 944 results, so obviously, I am not verifying all of them. We too have been bounced around and are finally on the list of affected customers that the Platform Team apparently has.

Posted : February 22, 2018 4:37 am

gibsonmi

(@gibsonmi)

Posts: 827

Prominent Member

Topic starter

We came up with a way around it to allow users to write a prescription while we wait on GE, shoot me an email and I can explain. Still haven't heard from them at all today, we are going to try to call them in a minute.

[email protected]

Posted : February 22, 2018 5:41 am

gibsonmi

(@gibsonmi)

Posts: 827

Prominent Member

Topic starter

If you are still having issues, I may have a way to help you get prescriptions out the door until GE comes up with a fix, email me directly.

[email protected]

Posted : February 22, 2018 7:10 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

I received the following email from GE late yesterday:

We are working directly with SureScripts to address this issue. As you may have heard there is an illegally formatted field in the SureScript message that creates an error when our program tries to move that data into the database. This prevents Prescriptions from completing. This is specific to certain insurance providers and to patients in Michigan.

There is a work around that some CHUG members are using. However, it has not been tested at GE, and our database team has not approved it for general consumption.

I will have more information on Friday this week and will update you then.

Posted : February 23, 2018 3:01 am

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