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Dispensing & Workflow FAQs

Here are some of our most frequently asked questions about dispensing in Apotec CRM.

Getting started​

1. What do the prescription widget components mean?

The prescription widget displays all the most important prescription information at a glance. All details you'll see on the prescription widget have been described in the table below.

IconDescription
Selecting the Note icon opens the View Log window where you can see the complete history of EPS activity for the selected prescription.
This icon is used to indicate Electronic Prescription Service (EPS) prescription(s).
Prescription flagYou may see a flag displayed on the prescription widget. This is used to quickly identify the country of origin of an Electronic Prescription Service (EPS) prescription(s). e.g., scripts that have been dispensed in Wales.
DateThe date the script was issued/added.
Treatment typeThe type of prescription e.g., acute/repeat dispensing. This is displayed in the top left of the main prescription box.
RTEC badge

If configured in your application settings, an RTEC check will be performed for EPS prescriptions at the point of script download and an RTEC badge will be displayed on the prescription widget. These are:

  • RTEC UNKNOWN: RTEC returned an unknown status. You will need to speak with the patient to determine whether they are eligible for free prescriptions.
  • RTEC Exempt: RTEC returned a valid exemption response.

If the Automatic RTEC Check application setting is disabled and a manual check has not been performed, or if the prescription has been manually added, you may see one of the following badges. These badges display the exemption status/letter from the patient record:

  • Paying
  • Exempt - [Exemption Letter]: e.g., Exempt - U
EditedEPS prescriptions in a claimed status that have been edited will display an Edited badge, this will be automatically removed once the prescription has been reclaimed.
The prescription contains one or more Controlled Drugs (CDs).
The prescription contains items flagged as expensive. These items exceed the Expensive Item Threshold value based on the pack price. The Expensive Item Threshold value is configurable in your application settings, and is set to £100 by default.
The prescription contains one or more fridge lines
View icon buttonThe View icon button is used to open the View Script window.
Prescription notesPrescription notes will be displayed at the top of the prescription widget. Hovering over the note will display it in full within a tooltip.
The item(s) have been marked as Not Dispensed (ND). Hovering over the ND icon will display the Not Dispensed reason within a tooltip.
The prescribed item(s) have been matched to a dispensable item in our database.
We've been unable to match the prescribed item(s) to a dispensable item in our database. These item(s) will need to be be matched manually when the prescription is processed.
Prescriptions downloaded without an authenticated NHS smartcard will be LOCKED and will only display the prescription ID and prescribing date to unauthenticated users. Only users who have authenticated a valid NHS smartcard and who have the required RBAC permissions can unlock locked prescriptions.

2. What do the prescription type tags mean?

There are several prescription types, the tags are colour coded. These are:

  • FP10: Scripts that are dispensed at community pharmacies.
  • DENTAL: Scripts issued by dental prescribers.
  • PRIVATE: Scripts issued by private prescribers.
  • CP NURSE: Scripts supplied by Community Practioner Nurses/District Nurses.
  • OTC: Over-the-Counter items sold by Pharmacists without the need for a prescription.
  • PGD NHS: Specified items supplied/and or administered to a pre-defined group of patients, without them having to see a prescriber.
  • PGD PRIVATE: Specified items supplied/and or administered to a pre-defined group of patients, without them having to see a prescriber.
  • FP10MDA: Issued by prescribers managing substance misuse patients.
  • MAS: Minor Ailment Service.
  • OTHER: Any other script.
  • VET: Private scripts issued by a Veterinary surgeon.
  • OUTP PHARM: Scripts provided by an Outpatient Hospital Pharmacy e.g., Podiatry.
  • RETIRED: Prescriptions issued by Retired prescribers.
  • IP/SP: Scripts issued by an Independent Prescriber/Supplementary Prescriber.
  • ES: Any script issued as an Emergency Supply. The tag will also display the Emergency Supplies type e.g., STF (Script to Follow), PTP (Pandemic Treatment Protocol).
  • OCP: Scripts issued in relation to the Oral Contraceptive Pill. The tag will also display the prescriber e.g., Nurse/Pharmacist.
3. What do the prescription status tags mean?

There are several statuses you may see on a script. These are:

  • DN Success: The dispense notification has been successfully sent.
  • DN Queued: The dispense notification has been queued.
  • DN Rejected: The dispense notification has been rejected.
  • DN Withdrawn: The dispense notification has been withdrawn successfully.
  • DN Withdrawn Queued: The dispense notification has been queued.
  • DN Withdraw Rejected: The request to withdraw the dispense notification has been rejected.
  • Claim Success: The claim has successfully sent.
  • Claim Queued: The claim has been queued.
  • Claim Rejected: The claim request has been rejected.
  • Return Success: The script has been returned successfully.
  • Return Queued: The script return request has been queued.
  • Return Rejected: The request to return the script has been rejected.
4. What do the Emergency Supply status tags mean?

When an item has been dispensed as an Emergency Supply and requires redemption, the prescription widget will update with a tag that indicates the redemption status of your script. These are:

  • Completed: Emergency Supply script(s) that have been completely redeemed.
  • Outstanding: Refers to Emergency Supply script(s) that have not been redeemed within 72 hours of the supply being made.
  • Overdue: Where 72 hours have elapsed since the supply was made, and the Emergency Supply script(s) have not been fully redeemed. This only applies for UK Prescriber, EEA/Swiss Prescriber and Email Requests.
  • Partially redeemed: Where only part of the Emergency Supply items on the script have been reconciled.
  • Partially Redeemed - Overdue: Emergency Supplies that are still only partially redeemed 72 hours after the supply being made. This only applies for UK Prescriber, EEA/Swiss Prescriber and Email Requests.
5. Why have the Emergency Supply statuses changed on some scripts?

UK Prescriber, EEA/Swiss Prescriber and Email Requested Emergency Supply (ES) prescriptions need to be redeemed within 72 hours from the date of supply. After this time, the prescription status will update to Overdue. The prescription widget will update to reflect the changes depending the stage of redemption. The table below outlines the statuses against the type of ES request and the changes you can expect after 72 hours has elapsed.

Emergency Supply (ES)Prescription received in 72 hours of supplyItem StatusES Status within 72 hoursES Status after 72 hours
Patient RequestNot ApplicableNot ApplicableCompletedCompleted
UK PrescriberYesFull quantity reconciledCompletedCompleted
UK PrescriberNoFull quantity reconciledOutstandingOverdue
EEA PrescriberNoFull quantity reconciledOutstandingOverdue
Script to FollowNoFull quantity reconciledOutstandingOutstanding
UK PrescriberYesPartial quantity reconciled; remainder reconciled within 72 hoursPartially redeemedCompleted
EEA PrescriberNoPartial quantity reconciledPartially redeemedPartially Redeemed - Overdue
Script to FollowNoPartial quantity reconciledPartially redeemedPartially redeemed

6. What do the icons on the Emergency Supplies dashboard widget mean?

The Dashboard module features an Emergency Supplies widget that updates and displays the current count of your active scripts pending redemption and those that are overdue. The icons you see are described in the table below.

IconStatusDescription
OutstandingThis icon indicates an up to date total number of Emergency Supplies requiring redemption.
OverdueThis icon indicates the total number of Emergency Supplies on Prescriber UK/EEA/Swiss or Email requests that have not been redeemed and 72 hours have elapsed since the date of issue.

7. What are the RTEC status badges on the prescription widget?

If configured in your application settings, an RTEC check will be performed for EPS prescriptions at the point of script download and an RTEC badge will be displayed on the prescription widget. These are:

  • RTEC UNKNOWN: RTEC returned an unknown status. You will need to speak with the patient to determine whether they are eligible for free prescriptions.
  • RTEC Exempt: RTEC returned a valid exemption response.

If the Automatic RTEC Check application setting is disabled and a manual check has not been performed, you may see one of the following badges. These badges display the exemption status/letter from the patient record:

  • Paying
  • Exempt: e.g., Exempt - U
8. What information will I see displayed from the ES badge?

The ES badge will display against any outstanding ES item(s). Hover your cursor over the badge to see the redemption details in full as a tooltip. You will see the following:

  • Supplied already: The total quantity supplied on the emergency script and any quantity reconciled so far on any prescription
  • Remaining to be reconciled: The quantity outstanding to be reconciled on the emergency supply
  • To be supplied now: The quantity remaining after deducting the reconciled quantity from the prescribed quantity on the script doing the reconciling. This will be zero if nothing is outstanding from the new prescription.

This detailed view allows you to track the status of each emergency supply, easily understand the amounts processed, and identify any remaining quantities that need to be addressed.

Dispensing​

1. I am trying to select an item from the Add Item(s) window using the function keys on the keyboard but it isn’t working. How can I fix this?
This can happen when the URL bar on the browser has accidentally been selected, causing the browser to lose focus on Apotec CRM. Try closing the Add Item(s) window and re-opening. If the issue persists, you’ll need to close and restart the web browser.
2. I am unable to manually match items where the drug name contains a forward slash, e.g., Methadone 10mg/ml oral solution sugar free. How can I map these items?
You will need to add a space before the forward slash, e.g., Methadone 10mg /ml oral solution sugar free. This will allow you to perform a search of the drugs database and subsequently manually map your item(s).
3. What does the Disc badge mean?

Any product that has been marked as discontinued within the last two years will be displayed with a Disc badge. This covers any potential stock that the pharmacy still has in circulation. If all packs associated with the product have been discontinued for more than two years, the product will no longer be available for selection. In this situation the prescriber will need to be contacted to issue an alternative and you will need to mark the item as Not Dispensed.

4. My patient has submitted a script with a mixture of HRT and non-HRT items, what can I do?

When faced with a patient's script that contains mixed HRT and non-HRT items, there are a few options you can consider, these are described in the table below.

OptionDescription
Return the script
  • Decline to dispense the script. In non-urgent situations, refer your patient/script back to the prescriber. Two separate scripts, one for the HRT item(s) and another for the non-HRT item(s) will need to be generated.
  • Once the new scripts have been generated, they can be dispensed and processed through the Dispensing Wizard as normal.
  • Your patient, if holding a valid HRT PPC, will then only need to pay a charge for the non-HRT item(s).
    • Dispense the HRT item(s) only
  • If there is an urgent clinical need for the listed HRT, dispense the HRT and mark the non-HRT item(s) as Not Dispensed.
  • If the patient holds a valid HRT PPC they will not need to pay a fee.
  • An additional script will need to be obtained for the non-HRT item(s) marked as Not Dispensed.
  • Once the new script as been generated, the remaining item(s) are dispensed and processed as normal.
  • The patient will need to pay a prescription fee to cover the non-HRT item(s).
    • Dispense the non-HRT item(s) only
  • If there is an urgent clinical need for the listed non-HRT item(s), dispense the non-HRT item(s) and mark the HRT item(s) as Not Dispensed.
  • The patient will need to pay a prescription fee.
  • An additional script will need to be obtained for the HRT item(s) marked as Not Dispensed.
  • Once the new script as been generated, the remaining item(s) are dispensed and processed as normal.
  • If the patient holds a valid HRT PPC they will not need to pay an additional fee.
    • Dispense both items
  • In situations where there is an urgent clinical need for all listed HRT/non-HRT items, you can dispense both.
  • If your patient does not have a valid HRT PPC they will need to pay a prescription charge to cover each item.
  • An FP57 Receipt and Refund form can be completed if your patient requires an NHS receipt and intends to refund the charges, are unsure if they are entitled to free prescriptions, or if they have applied or will be applying for a PPC or exemption certificate. Refer to FP57 guidelines when completing the form in relation to HRT refunds.
  • At the Hand Out step of the Dispensing Wizard a message will be set as a reminder to complete the FP57 and collect charges where applicable.
    • 5. How can I record the dispensing of an item on a PGD?
    You can record PGD item dispensing by creating a manual prescription and selecting one of the PGD prescription types.
    6. I cannot see any search results on the Drugs Matching window. What do I do?
    If you are expecting to see search results and none are displaying, please try amending the search term to refresh the search. Once you have located the item you're looking for, you may need to select it twice to enable the [Select - F10] button.
    7. What reasons will trigger the Clinical Check to be reset?

    We have developed intelligent clinical checking (CC) logic that contributes to streamlining the dispensing process, freeing up your time to carry out other services within your pharmacy. Once you have completed a clinical check for a patient, this will be retained and you will not be required to complete another clinical check unless any of the listed reasons below are triggered. Within the Clinical Check Actions section on the Clinical Check window you will see the reason you are being prompted to perform a clinical check, these reasons are:

    • Patient’s age requires clinical check: By default, patients aged 12 years or under will always require a clinical check to be performed. You can configure the age (in years) that will trigger the CC using the Clinical Check Age (Years) application setting. Patient's aged 2 years or under will always require a clinical check.
    • New item(s): If there are new items on the selected prescription(s) you will be prompted to complete the clinical check.
    • Controlled Drug present: Depending on the value configured in the Reset Clinical Check for CDs application setting, you may be required to perform a clinical check if there is a Schedule 2, 3, 4 or 5 CD on the selected prescription(s).
    • Stopped item issued/restarted: When items have been previously marked as STOPPED and have now been restarted a clinical check must be performed.
    • Acute item(s): If the Reset Clinical Check for Acute Prescriptions application setting is enabled, a clinical check will be required if Acute EPS prescriptions have been selected for processing.
    • Cancelled item(s): If there are cancelled items on the selected prescription(s) a CC will be prompted.
    • Quantity changed: A CC is required where quantities have changed on the selected prescription(s) based on the last dispensing in the patient's Medication History.
    • Dosage changed: A CC is required where dosages have changed on the selected prescription(s) based on the last dispensing in the patient's Medication History.
    • Allergies/conditions (existing or amended): You will be required to perform a Clinical Check (CC) whenever an existing or amended allergy and/or condition triggers an alert. This will need to be repeated even if a previous CC has been carried out.
    • Clinical check period elapsed: By default, a clinical check must be completed every 6 months. This can be configured between 1 and 12 months using the Clinical Check Period (Months) application setting. If the time period configured in this setting has elapsed, you will be required to complete another clinical check.
    • Different user performing clinical check: You will be required to perform a clinical check when the current user performing the CC differs from the user who previously carried out the check if the Reset Clinical Check for Different Users application setting is enabled.
    • Different brand dispensed: With the Flag as Requires Attention if Brand Changes application setting enabled, you must perform a clinical check if the brand being dispensed differs from the brand that was previously dispensed.
    • Prescription edit: You'll be required to perform a CC on dispensed prescriptions if certain edits are made to the prescription. After editing, patient's will be flagged on the Requires Attention Workflow tab with the reason of Prescription edit. Edits include:
      • Marking items as Given that were previously marked as Not Dispensed
      • Amending prescribed items
      • Amending dosages
      • Deleting or restoring dispensed items
      • Deleting or restoring the prescription
    8. What do the icons mean in the Clinical Check window?

    All the icons you might see in a clinical check have been described in the table below. Hovering your cursor over the icons in the Clinical Check window will display the icon description in a tooltip.

    IconNameDescription
    AllergiesThis icon will display for any Drug-Allergy interactions.
    ContraindicationsThis icon will be displayed for Drug-Condition contraindications.
    Duplicate therapyThis icon indicates potential duplicate therapy, this occurs when two drugs from the same therapeutic class are present.
    Drug interactionsThis icon will be displayed for Drug-Drug interactions.
    PrecautionsThis icon will be displayed for Drug-Contraindication precautions.
    9. How do the NHS Spine/EPS Tracker prescription statuses reflect on Apotec CRM?

    The table below displays the NHS Spine/EPS Tracker prescription statuses on the left, alongside the prescription status you will see in Apotec CRM.

    NHS Spine/EPS Tracker prescription statusApotec CRM prescription status
    With DispenserNew Rx
    With Dispenser ActiveDN Success with full or partial owing
    DispensedDN Success
    ClaimedClaim Success
    With DispenserDN Withdraw
    To Be DispensedReturn Success
    10. Why are items marked with a Not Permitted badge in the picking list?

    Items may be marked with a Not Permitted badge in the picking list if the item is:

    • Blacklisted
    • Not allowed in a dental formulary
    • Not allowed in a community nurse formulary
    • Not allowed on a minor ailment/OTC
    11. How do I park a clinical check?
    To park a clinical check select the [Park CC - F2] button during the Clinical Check step. A snackbar displays confirming your clinical check has been parked successfully. After processing the script through the Dispensing Wizard, a prompt displays informing you that the script cannot be handed out to the patient until the clinical check is complete. All scripts flagged as Clinical Check not completed are moved to the Requires Attention tab in Workflow for review.
    12. What does the OW badge mean?

    All items with an outstanding balance will be marked with a OW badge on the prescription widget. You may also see this badge on the Active Prescription Items widget or within the patient's Medication History.

    13. What types of prescriptions allow for price editing?

    Users have the ability to edit prices for certain types of prescriptions. The option to edit the price will only display when one of the following prescription types are selected:

    • Private
    • Emergency Supply: Prescriber Request EEA/Swiss
    • Emergency Supply: Patient Request (Sale)
    • Emergency Supply: Pandemic Exemption
    • OTC Sale
    • Veterinary (animal only)
    • PGD (private)
    14. I cannot find the veterinary prescriber when dispensing a Vet script type. How can I find the prescriber?

    We are aware of an issue that prevents users from adding an imported veterinary prescriber when dispensing veterinary scripts. If you are encountering this problem, we recommend the following:

    • In Edit Patient, initially, assign the prescriber to your patient.
    • Once the prescriber is assigned, click on edit and amend the prescriber type using the Prescriber Type dropdown menu to select Veterinary Doctor.

    Learn more about adding prescribers using our Selecting Prescribers and Prescribing Organisations article.

    15. My prescription has validation errors and can no longer be processed. How can I resolve this?

    The validation errors you are seeing are due to discrepancies in the patient’s NHS Number, Name, and Date of Birth. The system is unable to process the prescription until these errors are resolved. This can be addressed in one of two ways:

    • Validate the patient details: Navigate to Edit Patient to update the patient’s information. This will synchronise the details with the Patient Demographic Service (PDS) and rectify the mismatches.
    • Unmap the Prescription: Unmap the prescription via View Script, which will revert the script to a Patient Not Matched state. You will then be able to add and update the details using our Patient Match tool.

    Once the discrepancies are fixed, the prescription can be processed as usual.

    Workflow​

    1. Why isn't my expired New Prescription displaying on the Requires Attention tab on Workflow?

    Manual or EPS prescriptions in the New Prescription tab that have not been processed and have expired will not be flagged on the Requires Attention tab because the prescription has not yet been saved. In this scenario, prescriptions will display on the Expiry Risk tab as Expired where you can bulk remove them from the CRM.

    Only prescriptions that have been processed whilst still valid and that subsequently expire before being delivered/collected will appear on the Requires Attention tab as Expired.

    2. Why does my prescription show there’s a CD, but the Workflow CD total does not?

    The Workflow CD total will only display a count of Schedule 2, 3 and 4 CDs to highlight prescriptions expiring after 28 days.

    Therefore, if an item is a Schedule 5 CD which has a six-month expiry, it will not be included in the Workflow CD total but the CD badge will display on the prescription widget.

    3. What is the criteria for an item to be flagged as expensive?
    Items are flagged as expensive to indicate when there are items on the script that exceed the Expensive Item Threshold value based on the pack price. The Expensive Item Threshold value is configurable in your application settings, and is set to £100 by default.
    4. Why are my assorted/mixed flavours not displaying as an expensive item on the prescription widget or Workflow?

    Expensive item flags are dependent on the pack selected for dispensing. For assorted flavours, until it is known how many flavours you are going to supply, we cannot correctly determine if the prescription item is classed as expensive. For such items, the flavour item is only deemed expensive if the quantity of an individual flavour exceeds the Expensive Item Threshold value.

    5. I have sent a DN/claim but my prescription is in a Queued status. What do I do?

    When you send a dispense notification (DN) or claim, they are added to a queue to be sent and you may temporarily see these prescriptions in the DN Queued or Claim Queued statuses. From this queue, the DN and claim will be sent and the status will update accordingly. There is no need for any additional action.

    On the rare occasion that your prescriptions remains in a Queued status for 10 minutes, Apotec CRM will automatically move the prescription back to the To Be Claimed tab in Workflow and make it available for you to initiate a re-send.

    6. Where will I find prescriptions with owings in Workflow?

    You will find your owed prescriptions in Workflow as listed below:

    • All items are full owings: If you have created full owings on a prescription where all items are owed, you will find this prescription on the Requires Attention and To Pick tabs.
    • At least one item is partially owed: If a partial owing has been created on a prescription where at least one item is owed, you will find this prescription on the To Be Claimed, Requires Attention and To Pick tabs until the owing is cleared.
    • Mixture of full or partial owings: If there is a mixture of full or partial owings on a prescription where at least one item is owed, you will find this prescription on the To Be Claimed, Requires Attention and To Pick tabs until the owing is cleared.
    • Completed owings: Once a full or partial owing has been completed for an EPS prescription and an updated dispense notification (DN) has been sent successfully, you will find this prescription on the To Be Claimed tab ready to claim. Manual prescriptions will move straight to the Completed tab.
    7. Why can’t EPS scripts with a Not Known exemption status be claimed?
    EPS scripts with a Not Known exemption status will need amending to include a valid exemption status or to confirm that the patient is not exempt from charges before they can be successfully submitted for claims.
    8. What Location badges might I see displayed in the prescription widget or the Active Prescription Items widget in the patient CRM?

    When a script has been stored to a location within your pharmacy a badge is applied based on it's location. These are:

    • AutoPickUp: This badge will display against all items marked in auto pick up locations.
    • CD: This badge will display against all items stored in your assigned CD locations.
    • DSPRobot: This badge will display on all items stored within automated dispensing units.
    • Fridge: This badge will display against all items stored in an assigned fridge.
    • Shelf: This badge will display against all items stored on an assigned shelf.
    • Tote: This badge will display against all items stored in assigned totes.
    9. I have sent a DN/Claim but my prescription is displaying a Rejected status. What do I do?
    Apotec CRM will automatically retry sending your dispense notification (DN) or claim. After 10 minutes, the session will time out, and you will need to review the cause of the rejection before manually initiating a re-send. This can be done via the To Be Claimed tab, or the Requires Attention tab on Workflow.
    10. Can I send a DN or claim on edited, clinically checked scripts?
    Unfortunately, a repeat clinical check must be performed before sending a DN or claim. Based on your CC RBAC (Clinical Check Role Based Access Control) permissions, a prompt will display if an attempt to send a DN or claim is made. You will have the option to perform the CC now or be informed that a pharmacist level user is required.
    11. I have Auto Send Dispense Notification configured in my application settings. Why are my DNs not being sent automatically?
    For the configuration to work, ensure that there are no outstanding owings, the clinical check is complete, and that the prescription does not have an exemption of Not Known set against it, or include any Schedule 2 CDs. If any of these conditions are present, the dispense notification will not be sent automatically.
    12. I have Auto Send Claims configured in my application settings. Why are my claims not being sent automatically after they are marked as collected/delivered?
    For the configuration to work, ensure that there are no outstanding owings, the clinical check is complete and that the dispense notification has been queued or sent successfully. If any of these conditions are not met, the claim will not be sent automatically.
    13. When downloading prescriptions, what reasons will cause a prescription to go to the New Rx tab instead of To Pick?

    During a nominated download, a Clinical Check is automatically performed. However, a prescription will be sent to the New Rx tab if any of the following occurs. This also includes any prescription that requires user action:

    • Stopped item issued/restarted: When items have been previously marked as STOPPED and have now been restarted a clinical check must be performed.
    • Controlled Drug present: There is a Schedule 2, 3, or 4 CD on the prescription.
    • Acute item(s): If the Reset Clinical Check for Acute Prescriptions application setting is enabled, a clinical check will be required if Acute EPS prescriptions have been selected for processing.
    • New item(s): If there are new items on the selected prescription(s) you will be prompted to complete the clinical check.
    • The prescribed quantity changed: The quantity on the prescription has changed since the last dispensing in the patient's Medication History.
    • Dosage changed: A CC is required where dosages have changed on the selected prescription(s) based on the last dispensing in the patient's Medication History.
    • A patient record update: If the patient's record has changed (such as adding, editing, or removing an allergy or condition) since the last dispensing, any new prescription for that patient will go to the New Rx tab, regardless of whether the new prescription triggers the updated allergy or condition.
    • Allergy triggered: A drug has triggered an Allergy Alert. These prescriptions will be marked as ND (Not Dispensed).
    • Patient’s age requires clinical check: By default, patients aged 12 years or under will always require a clinical check to be performed. You can configure the age (in years) that will trigger the CC using the Clinical Check Age (Years) application setting. Patient's aged 2 years or under will always require a clinical check.
    • Clinical check period elapsed: By default, a clinical check must be completed every 6 months. This can be configured between 1 and 12 months using the Clinical Check Period (Months) application setting. If the time period configured in this setting has elapsed, you will be required to complete another clinical check.
    • Different user performing clinical check: You will be required to perform a clinical check when the current user performing the CC differs from the user who previously carried out the check if the Reset Clinical Check for Different Users application setting is enabled.
    • Cancelled item(s): An item on the incoming script has been cancelled.
    14. The Clinical Check is complete; why is the script still in the New Rx tab?

    Apotec CRM automatically performs a clinical check on download and will move your script to the To Pick tab if all criteria are met. However, additional user actions may be required, which could keep the script in the New Rx tab. This can include the following:

    • Patient not matched in the system: Patient's will display in the New Rx tab within Workflow with a Patient Not Matched badge.
    • Validation: issues related to patient details (e.g., changes in name, DOB, or address).
    • STOPPED item prompt: A prompt to restart stopped items.
    • STOPPED items: Any script containing stopped items that don't display a prompt.
    • Drug mapping: Any drug(s) requiring mapping in our system.
    • Prescriptions needing SLS (Specific License Status): An endorsement has been missed.
    • Expired prescriptions: These will be flagged with an EXPIRED badge.
    • Flagged items: Items on the prescription that are disallowed, expired, or cancelled (meaning the entire prescription cannot be dispensed).
    • Outpatient hospital or homecare prescriptions.
    • Locked prescriptions: Prescriptions that are locked due to an unauthenticated session.
    • Validation for post-dated prescriptions.
    • Private EPS (Electronic Prescription Service) prescriptions.
    • eRD scripts / CDs: All items in an electronic repeat dispensing (eRD) script that are Schedule 2 or 3 controlled drugs.
    15. What does it mean if a prescription has an Accuracy Check Required flag?
    If a prescription is marked as Accuracy Check Required, it indicates that the prescription needs to be reviewed for accuracy before it can be processed further. This flag is applied in specific situations, such as when items are added manually, completed without full scanning during processing, or assigned manually during packing. It serves as a reminder for Pharmacists or Accuracy Checking Technicians (ACTs) to verify the details of the prescription to ensure patient safety and prevent dispensing errors. Prescriptions with this flag cannot be marked as collected or delivered until the accuracy check has been completed and the flag has been removed. These scripts can be reviewed as a batch in the Requires Attention tab in Workflow.
    16. What do the icons against processed items in the prescription widget mean?

    Once an item has been processed, an icon will be assigned to items designated for collection or delivery, based on the patient's preference. Once handed out or marked as delivered, this icon will be replaced with a icon.

    IconNameDescription
    DeliveryIcon displays on items marked for Delivery.
    CollectionIcon displays on items marked for In Store Pick-Up.
    17. What CC badges might I see across Workflow?

    The following badges are displayed to identify a prescriptions' CC state at a glance:

    • CC Required: This badge appears when the Clinical Check (CC) has either never been performed, has been reset, or the user has chosen not to complete the CC (e.g., parked).
    • CC Parked: This badge shows when the CC has been parked by the user (either in the Batch CC window or via Workflow after moving to the To Pick tab).
    • CC Completed: This badge indicates that the CC has been completed, either manually or automatically, for both the patient and the prescription.

    Note: If the same patient has multiple CC statuses across different Workflow tabs, the most recent status/badge will be displayed.

    Dispensing History​

    1. What badges might I see displayed in the Dispensing History grid?

    You may see several badges displayed in the Dispensing History grid. These are:

    • OWING: This badge will display showing the owed quantity when there is an outstanding balance, e.g., 28 OWING.
    • ND: Will be displayed if an item is fully marked as Not Dispensed.
    • SSP: Dispensed substituted items will be displayed with an SSP badge.
    • Deleted: All items marked as Deleted will be displayed with a Deleted badge. Hovering your cursor over the badge will display the information in full.

    EPS​

    1. My log shows an Error getting prescription details. Resource not found (RESOURCE_NOT_FOUND) error message when I am trying to download a prescription. What does this mean?
    There are several reasons why you may see this error in your logs when trying to download a new prescription. One reason could be that the prescription you are trying to download has been post-dated. In this scenario, you will only be able to download the post-dated prescription once the “effective time” has been reached. If in doubt, check the EPS prescription tracker to determine the prescription’s status.
    2. How do I locate a patient prescription that didn’t download on Apotec CRM?

    The prescription may not have been released from the Spine yet, or it may have been downloaded with another dispenser. Alternatively, the nomination is missing.

    To track the prescription, select the [EPS Tracker – F6] button on the lower navigation bar located in the patient's CRM or patient preview windows. You can also use the unique 18-character barcode to download it, if it has already been dispensed you will be notified with the details of the dispenser.

    If the prescription is unavailable, we recommend referring to your local user processes to determine the next action.

    3. I am using Internet IA and I am unable to authenticate my NHS smartcard in Apotec CRM. What can I do?

    We are aware of a known NHS issue when multiple users attempt to authenticate their NHS smartcards using the same browser on the same machine.

    If you are experiencing this issue, our recommended approach is to clear the browser cache and cookies by following the steps outlined on the links below, depending on which browser you are using:

    Further suggested workarounds from the NHS:

    4. I have a prescription that is not clinically appropriate for a patient and want to ensure that this is not inadvertently dispensed for them by another pharmacy. What should I do?

    We advise, that if a prescription is no longer clinically appropriate for a patient, that you mark all items as Not Dispensed on the prescription and send the DN as this will remove the prescription from circulation. Learn how to mark items as Not Dispensed in Apotec CRM by following our Marking items as Not Dispensed article.

    Please see additional guidance from Community Pharmacy England and NHSE below:

    5. I was expecting an EPS prescription to come down from the Spine but I cannot see it in Apotec CRM. What should I do?

    Some prescriptions may have an invalid digital signature; these are automatically returned to the Spine as part of the Fast Healthcare Interoperability Resources (FHIR) implementation. On the EPS tracker, these may appear as available to dispense.

    If you know the script ID, you can use it to search the Completed tab in Workflow (we recommend also filtering to show the Returned scripts). Alternatively, you can use the Returned filter on the Completed tab in Workflow tab to refine the grid by returned prescriptions and locate the patient whose script you are expecting.

    6. Why does my prescription display as Locked?

    Prescriptions downloaded without an authenticated NHS smartcard will display as LOCKED, leaving only the Prescription ID and prescribing date visible to unauthenticated users. Locked prescriptions can only be unlocked by users who have successfully authenticated with their NHS Smartcard and who have the required role permissions.

    7. What happens if I try to return an eRD prescription after its Dispense Notification (DN) has been withdrawn?

    Returns are only permitted if the Dispense Notification (DN) has not been sent for the electronic Repeat Dispensing (eRD) prescription. If a DN has already been sent or withdrawn, attempting to return the script will result in an Unable to Return prompt and a Return Rejected status from the Spine.

    8. How does the CRM handle prescriptions for free-of-charge (FOC) contraceptives?

    The CRM will automatically apply the X – was prescribed free-of-charge contraceptives exemption to the EPS message for patients whose PMR exemption is set to Paying that have been dispensed:

    • A prescription for a FOC contraceptive (only item)
    • A prescription for a non-FOC contraceptive that has the prescriber endorsement CC in the prescriber endorsement field in the electronic message.

    Note: Even if the pharmacy marks the prescription as paid, no charge will be deducted if the CC endorsement has been made in the presciber field. If the patient’s exemption is set to Not Known, the X – was prescribed free-of-charge contraceptives exemption cannot be selected. Therefore it is highly recommended that you amend the exemption in the patient’s record prior to dispensing prescriptions for contraceptives. If the patient’s exemption is set to an "exemption letter", you will not be required to select X – was prescribed free-of-charge contraceptives as the currently applied exemption will suffice.

    Background: This exemption has been removed from the reverse of the new FP10 form and Tokens (1219). This category was removed because the NHSBSA automatically identify the FOC contraceptives listed in the Drug Tariff and those marked for contraceptive purposes accordingly, to ensure no prescription charges are deducted regardless of paid/exempt status declared by the patient.

    Tokens​

    1. What should I do if the patient wants to take their prescription elsewhere, but I’ve run out of dispensing tokens?

    You can print the prescription ID to a label from the View Script window.

    To access the View Script window, select the View icon button on the prescription widget, and print the barcode label using the [Print Barcode Label - F7] button.

    2. What should I do if a patient has lost their non-nominated prescription token, they don’t know their prescription ID, or the barcode isn’t readable?

    The EPS Tracker can help you locate any EPS prescription within a set time frame using the patient's NHS number. If the patient is unsure of their NHS number, you can run a Personal Demographics Service (PDS) search for it using their demographics by selecting the [PDS Search - F2] button on the search panel in the Patients module.

    Another option is to check your local CRM records to see if the NHS number has already been captured for the patient.

    If a patient tells you they did not receive a token from their GP, you may want to consider contacting the surgery to request that they print non-nominated tokens for patients in the future.

    3. How do I rectify a dispensing token that is missing information, printing incorrect information or failing to print altogether?

    All tokens are visible on screen in the View Script window in Apotec CRM. To access the View Script window, select the  View icon button on the prescription widget. From here, you can print the barcode label to use in another pharmacy using the [Print Barcode Label - F7] button or reprint the token using the [Print Token - F8] button.

    Should the token printing fail, we recommend you follow your local user processes in the first instance.

    4. I’m experiencing issues with missing prescriptions and information located in the wrong place, e.g., my prescription for a Schedule 2 CD contained the quantity in words in the additional instructions but they are not present on Apotec CRM. How do I fix this?

    Software differences between providers may result in minor problems with the exchange of data between networks. Information can sometimes get ‘lost’ in transit.

    While we do not anticipate any issues, if they do occur, we advise you to contact Apotec Support in the first instance where the issue can be communicated to the NHS.

    5. If a prescriber cancels an item, do we need to return the prescription to the Spine?

    Usually, the prescriber will update the prescription on the Spine with the cancellation reason before it is downloaded.

    There may be occasions where the prescription is downloaded before the prescriber amends the prescription with a cancellation update. In these cases, the prescriber will need to contact the pharmacy to advise of the item(s) that are cancelled. The prescription can be returned to the Spine and re-downloaded to reflect the cancellation. However, if the cancellation is not reflected, there is a risk that the item may be dispensed and cause potential harm to the patient.

    To avoid this, we recommend that you select the [Mark as ND – Alt+N] button at the Picking step in the Dispensing Wizard. You will need to provide a reason for marking the item as Not Dispensed before progressing. However, we strongly advise that you refer to your local user processes to determine the course of action to take.

    6. What are Phase 4 Prescriptions?

    Most EPS prescriptions in England will have a nomination set that determines which dispensary the prescription is sent to. Phase 4 prescriptions are ES prescriptions that have no nomination set and patients can present to any pharmacy with a prescriber token.

    These prescriber tokens may be printed on the green prescription stationery. You can identify Phase 4 prescriptions as these will not have a prescriber signature on them as the prescription will have been signed electronically. The word nominated will also not appear on the token.

    7. How do I process Phase 4 Tokens?

    Each token will have a unique 18-character barcode that will need to be scanned or entered manually to retrieve the prescription from the Spine. Do not dispense from the token alone as the legal prescription is always the electronic prescription.

    Scanning the token will highlight the prescription on Workflow. This will make it easier to view and reduce the risk of selecting other prescriptions with similar details.

    Once the prescription has been dispensed the Patient Medical Record (PMR) will automatically update. In the event of missing prescriptions, the EPS Tracker will provide details of where the item was dispensed.

    Endorsements​

    1. What exemption applies if a paying patient is prescribed both a CC and FS endorsed item on the same prescription form?

    This is treated as exempt and you can send either the X exemption (contraceptive) or Y exemption (sexual health).

    2. What happens if an FS endorsed item is prescribed for an age-exempt patient?

    Apotec CRM will submit the Y exemption (sexual health).

    3. Are all items on the prescription exempt from prescription charges if a prescriber has added FS endorsement to an item?

    No, only those items endorsed FS should be treated as free-of-charge. All other items would be chargeable unless the patient is exempt from prescription charges for other reasons.

    4. What items can the FS endorsement be added against?

    Guidance on STIs that may be suitable for managing in primary care can be found in the guidelines section of the British Association for Sexual Health and HIV (BASHH) website and in BASHH's Standards for the management of sexually transmitted infections.

    5. Can the pharmacy manually endorse FS on a prescription if a patient claims that their treatment is for an STI?

    No, only prescribers can apply the FS endorsement. If a patient claims that their prescribed item(s) is to treat an STI but the item has not been endorsed FS by the prescriber, the prescription would need to be returned to the prescriber for the correct endorsement.

    Exemptions​

    1. What is RTEC?

    Real-Time Exemption Checking or RTEC, is a system used to verify whether an individual is exempt from paying prescription charges. The service aims to help reduce fraud and error by making sure prescriptions are claimed correctly.

    2. How does RTEC work in Apotec CRM?

    The Automatic RTEC Check application setting is enabled by default meaning an RTEC check is automatically carried out as soon as a prescription is downloaded (applicable to EPS prescriptions only). RTEC generates a response based on the prescription provided with the corresponding information held by the DWP and the NHSBSA databases. If the details match and the exemption is valid, RTEC will verify the exemption status, a response will be returned and the RTEC status will update on the script.

    3. What exemptions are included with RTEC?

    A valid exemption status will be returned with one of the following exemptions.

    • Maternity Exemption Certificate: Exemption - D
    • Medical Exemption Certificate: Exemption - E
    • 3 or 12 month Pre-Payment Certificates that cover all NHS scripts: Exemption - F
    • Pension Credit (Guarantee Credit) paid on its own, or Pension Credit (Guarantee Credit with Savings Credit): Exemption - G
    • Income-related Employment and Support Allowance (ESA): Exemption - H
    • Income support: Exemption - H
    • Income-based Jobseeker's Allowance (JSA): Exemption - K
    • HC2 and HC3 Certificates: Exemption - L
    • Universal Credit (UC) and meeting the qualifying criteria: Exemption - U
    4. My patient says they have a valid exemption certificate, why is the RTEC system returning an UNKNOWN status?

    If your patients’ prescriptions are returning an RTEC UNKNOWN status, the exemption certificate may no longer be in place e.g., a Pre-Payment Certificate or Medical exemption has expired and not yet been renewed. Alternatively, there may be a mismatch between databases e.g., the registered address between the GP/NHSBSA records are different. If the certificate has been renewed and the patient can provide proof of renewal, you should follow your local procedures for collecting prescription charges as and when required.

    5. I flagged a script as needing exemption confirmation. Where can I find it?

    Any scripts that are marked as requiring attention can be found in within the Workflow module on the Requires Attention tab. For scripts requiring exemption confirmation start by selecting Workflow from the left-nav and the Requires Attention tab.

    Then select the RTEC Exemption not known - confirm exemption check box from the Requires Attention Reason dropdown list.

    6. What is covered by the Hormone Replacement Therapy Prescription Prepayment Certificate (HRT PPC)

    HRT PPCs cover HRT medicines that are also licensed to treat the menopause in the UK. If your patient is taking HRT for reasons other than the menopause, you can still use an HRT PPC certificate. Please refer to the Community Pharmacy England HRT PPC Guidance and FAQs for the most up-to-date information.

    7. My patient has submitted an HRT script but doesn't have an HRT PPC in place, what do I do?

    If the patient does not have an HRT PPC in place, they are waiting for their certificate to arrive or have applied/will be applying for one, you can provide them with an FP57 Receipt and Refund form at the point of payment, upon request or if the patient is unsure about their entitlement to free NHS prescriptions. They will then have three months to claim a refund. Patients who choose not to purchase a PPC and who are not exempt from paying prescription charges for any other reason, will need to continue to pay applicable charges for all chargeable items.

    8. Which certificate is best for my patient?

    The HRT PPC is applicable only for certain HRT medications. A standard three or 12 month PPC is valid for all medications prescribed on NHS prescriptions. With an HRT PPC, patients can save money if they pay for more than two HRT prescription charges within a 12 month period. However, patients will still need to pay for non-HRT chargeable items. If a patient is prescribed other chargeable items along with their HRT medication, a standard three month PPC will be beneficial for those who expect to have four of more items in three months, while a 12 month PPC will be beneficial for those with 12 or more items in a year.

    9. How is the FP57 Receipt and Refund form completed in relation to HRT claims?

    The FP57 has recently been updated to allow pharmacists to record the number of charges paid for items on the HRT medications list separately from other prescription items. The form now includes an additional row in Part 1 in which to record the charges collected for listed HRT medication separately from any other charges collected for items not on the HRT medication list. Part 5 now includes an exemption box ‘W’, to enable patients to select when claiming a refund for listed HRT medications.