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Since upgrading to 12.3 in 2018 we have had an increase in complaints from pharmacies and patients that refill requests were sent (electronically and regular fax) to our clinics with no response. The complaints have increased dramatically since upgrading to SP3 in August.
I am researching the incoming electronic refill requests part of this issue and am noticing 2 huge issues:
1. We are receiving at least half of these requests electronically.
2. We have had a couple providers leave our clinics since 2018 and we are noticing that many of the regular fax requests are for these providers. Could it be possible that these requests are being sent electronically but because of the new Rx Renewals tab, we are not receiving them?
With the old incoming requests, inactive providers refills would go to Link Logic and we would forward them on to the covering provider. Now that we don't have this as an option I'm wondering what happens to these requests?
I am looking for suggestions on workflows to keep up with these requests, how to track what is coming in & how long it sat in the Rx Renewals tab before being done, what happens to these requests for inactive providers, and what other clinics have done to help alleviate these issues we are finding.
Any help, suggestions, etc are much appreciated. Thank you.
Posted : December 11, 2019 10:05 am
I was once told that before I inactivate provider in Centricity, that I needed to log into our ESM console and remove service levels (New, Refill, Cancel) for the provider. Once that's done, then I can inactive the provider in Centricity. I'm not sure if that process is the reason why we don't continue to get requests, or if it's something else. I will also say though, most of our providers that have left were retiring rather than moving on to another job. Not sure if that matters.
Posted : December 20, 2019 7:13 am
The correct way to prevent refill requests coming in for providers that have left the practice:
In ESM Console - Providers Tab, remove all services levels, hit Save.
In ESM Console - Providers Tab, click the deactivate button.
Then go to Centricity application and disable/inactivate the provider there.
If you don't do the steps in ESM Console first, the provider's SPI number remains active in Surescripts, allowing pharmacies to continue to route refill requests into your clinic.
Posted : December 27, 2019 3:18 pm
