New Zealand electronic Prescription Service Access Prerequisites. Reference Guidelines for General Practices

Transcription

1 New Zealand electronic Prescription Service Access Prerequisites Reference Guidelines for General Practices (Including Prerequisites for controlled drugs) Applicable to Medtech32 latest version and Medtech Evolution latest version Version 1.0 Date: December 2016

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3 Document information Version 1.0 Prepared December 2016 Author Gordon Chamley Review Name Reviewer s Role Comments Mark Anderson Clare Kirk NZePS Programme Director NZePS Change Manager Approval Name Approver s Role Signature Date Document Version History Version Date Description /4/2016 Draft for discussion /4/2016 Revised draft, restructured /4/2016 Restructuring and further revision /4/2016 Further restructuring and revision /4/2016 Title page reformat and general revisions /4/2016 First draft for review (very draft) /4/2016 Revisions to First draft for review /4/2016 Revisions from review by Clare Kirk. Second draft for (wider) review /5/2016 Revisions to Second draft for review /6/2016 IT Support drafts from Peter Sergent added /6/2016 Develop incomplete sections /6/2016 Reviewed Beta site draft release /6/2016 Revisions to Beta site draft release /11/2016 Updated after Sector Operations review /12/2016 Finalised after review

4 Copyright: Crown Copyright 2015 Creative Common Licence: This Guide is licensed under the Creative Commons Attribution 3.0 New Zealand licence, available at You are free to copy, distribute, and adapt the work, as long as you attribute the work and abide by any other licence terms. For the avoidance of doubt, this means this licence applies only to material as set out in this document. Liability: The Ministry of Health has taken all due care in preparing this document but will not be liable on any legal basis (including negligence) for consequences arising from reliance on it. Use of the Coat of Arms, Emblems of Logos: The Coat of Arms, departmental logo, and any other emblem or logo may not be used in any way which infringes the Flags, Emblems, and Names Protection Act 1981 (as amended). Contact us: Inquiries regarding any use of this document are welcome at: The Ministry of Health National Health Board PO Box 5013 Wellington 6145 Disclaimer Whilst every reasonable effort has been taken to ensure information accuracy within this publication, the New Zealand Ministry of Health make no warranty or guarantee that the information is error-free and will bear no responsibility for the results or consequences or the use of this publication Version 1.0 Last Updated 13 Apr 2017 Page 4 of 37

5 Table of Contents Document information... 3 Review... 3 Approval... 3 Document Version History... 3 Table of Contents Purpose of this Document Audience for this Document Overview of NZePS Getting started Steps to follow when your practice decides to access NZePS Controlled Drugs Process for Ministry approval to generate controlled drug prescriptions NZePS in-market trial conditions Requirements for NZePS controlled drug prescriptions Clinical Preparedness for NZePS Role of the Practice NZePS Prescriber Champion Familiarity with the Medtech NZePS Training Materials Prescriber Responsibilities for NZePS Prescriptions Prescriber Responsibilities for NZePS controlled drug Prescriptions Clinical Familiarisation with NZePS Manage Prescriptions Fax Prescriptions Unsigned Prescriptions Referred Prescriptions Supplementary Information for Pharmacist Accessing and Viewing Pharmacist Comments Management and Administrative Preparedness for NZePS Role of the Practice NZePS Administrator Familiarity with the Medtech NZePS Training Materials Incident Prevention and Handling Management and Administrative Set up for NZePS Check HPI facility ID Set up Access to NZePS for Practice NZePS Prescriber Champion Check Print Quality of Practice Printers Check Fax Quality with Local Pharmacies Version 1.0 Last Updated 13 Apr 2017 Page 5 of 37

6 10 IT Technical Support Preparedness for NZePS IT Technical Support End-to-End Connectivity Testing Troubleshooting Guide Background Appendix A. References Appendix B. NHI Numbers Allocated for Production Testing Appendix C. Help and Support Appendix D. Glossary Preparedness Checklists for NZePS Practice NZePS Prescriber Champion checklist Practice NZePS Administrator checklist IT Technical Support checklist Version 1.0 Last Updated 13 Apr 2017 Page 6 of 37

7 1 Purpose of this Document The purpose of this document is to ensure the practice has a smooth transition to accessing the NZ eprescription Service (NZePS). In order to achieve this purpose, the document: 1. Supports a clinical walkthrough at the practice of core NZePS functionality. 2. Guides the practice administrator in incident prevention and efficient incident handling. 3. Guides the practice s IT technical support in ensuring NZePS technical requirements are met, and in efficient incident handling. 4. Specifies the process for requesting Ministry approval to prescribe controlled drugs on standard prescription forms using NZePS. A Glossary of Terms used in this document may be found in Appendix D: Glossary. A Preparedness Checklist can be found at the end of this document. Version 1.0 Last Updated 13 Apr 2017 Page 7 of 37

8 2 Audience for this Document This document is directed to general practices that are implementing NZePS to improve the management of prescriptions, including controlled drug prescriptions. It is intended for use by the persons fulfilling the following roles for that general practice: The practice NZePS prescriber champion. The practice NZePS administrator/manager. The IT support professionals that service the practice s computer systems. It will also be useful to all prescribers and non-prescribing nurses within the general practice who are likely to use NZePS to prescribe or to support prescribers. Version 1.0 Last Updated 13 Apr 2017 Page 8 of 37

9 3 Overview of NZePS NZePS allows prescribers in approved practices to electronically generate and transmit a prescription for medicines to a pharmacy, and for the pharmacy to update the electronic prescription with the dispensed medicines record to return to the prescriber. Closing the feedback loop between prescriber and pharmacist through NZePS will over time enable significant quality improvements in medicines management. When the prescriber with access to NZePS prints a prescription, a unique identifier for the prescription is created by NZePS. The PMS prints the identifier as a barcode on the prescription form. At the same time, an electronic version of the prescription is created and sent encrypted to the NZePS health information exchange broker (NZePS broker). As at June 2016, 976 pharmacies (98% of all pharmacies) have access to the broker service, via Connected Health. When the patient presents the prescription at a pharmacy, the barcode can be scanned to allow the identifier to be quickly entered into the Pharmacy Management System (PhMS) and for the PhMS to request the electronic version of the prescription from NZePS. Different PMS vendors have implemented different secure networks to connect practices to NZePS. MyPractice sites connect directly by the secure health network, Connected Health. Medtech sites connect via a Medtech managed Cloud based service, which then connects to Connected Health. Regardless of which method of connection is used, any practice accessing NZePS must ensure their IT, and their selected provider s IT, comply with the privacy and security requirements of HISO 10029:2015 Health Information Security Framework. NZePS also allows a pharmacist to create an electronic prescription record when needed e.g. from a paper prescription without a printed barcode; or when the prescriber generated electronic prescription can t be downloaded from NZePS; or when dispensing from a phone conversation with a prescriber for an unsigned or referred prescription; or other special cases such as from a Rest Home chart or Standing Order. Currently 97% of the approximately 20 million electronic prescription records per year processed by NZePS are dispensed prescriptions, created at one of the 976 pharmacies connected to NZePS, when a pharmacist dispenses using a paper prescription only. When the NZePS quality improvement closed loop is fully functioning this percentage should drop from 97% to less than 1%. Benefits The process for faxed prescriptions is made easier by eliminating the need to post the original signed, printed prescription for non-controlled drugs to the receiving pharmacy, or for the pharmacy to return a faxed copy to the prescriber for signing. The eprescription must be downloaded from NZePS at the pharmacy. Once a practice has Ministry approval to generate NZePS controlled drugs the triplicate form can be eliminated as long as all conditions are met. The prescriber can provide a comment for the pharmacist (e.g. why an unusual dose has been prescribed) thereby eliminating the need for a phone call from the pharmacist. The pharmacist can also provide a comment for the prescriber when dispensing. The prescriber can choose to be notified after n days if a patient s medication has not been dispensed. Version 1.0 Last Updated 13 Apr 2017 Page 9 of 37

10 4 Getting started 4.1 Steps to follow when your practice decides to access NZePS 1. Let your PHO know of the practice s interest in using NZePS. 2. Identify an NZePS prescriber champion' for the practice to work with the practice manager and IT support person. 3. Upgrade to the latest version of Medtech (check with Medtech). 4. When ready to access NZePS complete and sign the Medtech Service Activation Form (SARF) found on the Medtech website and send to Medtech. Details in link below 5. Practice manager, prescriber champion' and the practice IT support person read and become familiar with the NZePS Access Prerequisites - Reference Guidelines for General Practices 6. AND familiarise themselves with the NZePS functionality. Refer to Medtech s 'User Guide' and 'Quick Reference Guide' on the Medtech website Communicate with your key local pharmacies to let them know the practice will soon access NZePS and start to generate barcoded prescriptions. Communication between the practice and local pharmacies is a key criterion for success of NZePS. It means both parties understand the impact on the other if things are not right and both can then realise the benefits of NZePS. 8. Medtech will be in touch to activate the practice for NZePS. 9. Once Medtech has activated the practice for NZePS the practice manager/administrator can set up the 'prescriber champion'. Refer to Medtech 'Set up Guide' on Medtech website The practice manager / prescriber champion / practice IT support person check off the Preparedness Checklist at the back of the NZePS Access Prerequisites - Reference Guidelines for General Practices. 11. Prescriber champion' starts to generate barcoded prescriptions. Initially this is for noncontrolled drug prescriptions only (2 weeks minimum). 12. The Ministry or Medtech will advise the practice if there have been any unexpected instances where eprescriptions have not been able to be downloaded from NZePS at the pharmacy for any reason e.g. may be a technical issue at the practice or pharmacy end. The Ministry receives a daily report on this from NZePS and they or Medtech will be in touch if the practice keeps showing up on this daily report. Version 1.0 Last Updated 13 Apr 2017 Page 10 of 37

11 5 Controlled Drugs 5.1 Process for Ministry approval to generate controlled drug prescriptions 1. Once Medtech has activated the practice to access NZePS the prescriber champion' is set up by the practice administrator and starts to generate barcoded prescriptions. Initially this is for noncontrolled drug prescriptions only for a minimum of 2 weeks. 2. The Ministry or Medtech will advise the practice if there have been any unexpected instances where eprescriptions have not been able to be downloaded from the NZePS broker at the pharmacy for any reason e.g. may be a technical issue at the practice or pharmacy end. The Ministry receives a daily report on this from NZePS and they or your software provider will be in touch if the practice keeps showing up on this daily report. 3. If no unexpected instances over the 2 week period (i.e. the practice has not heard from the Ministry Contact Centre or Medtech) then the practice administrator can set up other prescribers in the practice for NZePS. Again this is for non-controlled drug prescriptions only. 4. If no unexpected instances over a period of a month (i.e. the practice has not heard from the Ministry Contact Centre or Medtech) the practice can request Ministry approval to generate NZePS controlled drug prescriptions if they feel ready to do this. onlinehelpdesk@moh.govt.nz (Reference NZePS / Request Approval for CDs). Note: The practice must wait to receive Ministry approval (by ) before starting to generate NZePS controlled drug prescriptions. By generating NZePS controlled drug prescriptions the practice is consenting to agree to and meet the three conditions of the in-market trial and the Requirements for NZePS controlled drug prescriptions (refer below). 5.2 NZePS in-market trial conditions Once Ministry approval is given for a practice to generate NZePS controlled drugs the practice will be required to rigorously meet the same three conditions agreed to by the initial in-market controlled drug trial sites. These three conditions will remain in place until formal notice of the in-market trial being finished is provided by the Ministry. The timeframe for this is still to be determined. The three conditions are: 1. The practice must limit the flow of NZePS controlled drug prescriptions to specific named pharmacies where the majority of their controlled drug prescriptions flow. The practice decides which pharmacies these are. The practice must get each pharmacy s agreement to receive NZePS controlled drug prescriptions and to dispense via NZePS. Version 1.0 Last Updated 13 Apr 2017 Page 11 of 37

12 2. The prescriber must ensure that the patient understands that the NZePS controlled drug prescription must only be taken to one of the named pharmacies and be presented during normal working hours (for both the pharmacy and the practice). NOTE: The patient must retain the right to choose where they take their prescription to be filled. If a patient does not wish to take their controlled drug prescription to one of the named pharmacies then the prescriber will need to complete a triplicate form. 3. The prescriber must ensure that the patient understands that if, for any reason, the eprescription for controlled drugs is not able to be downloaded from NZePS then it is not a legal prescription and can t be dispensed. A triplicate form will then be required. If a triplicate form is required the prescriber must CANCEL the original eprescription before completing a triplicate form. 5.3 Requirements for NZePS controlled drug prescriptions 1. NZePS controlled drug items must be printed on a separate prescription form to that of noncontrolled drugs except where the ingredients are used in the making of syringes and clear instructions stipulate the medicines to be included in the syringe. Multiple controlled drug items can be printed on the same prescription form. If there are too many controlled drug items to fit on one page then multiple pages will be printed. All pages will have the same barcode number and are treated as one prescription. 2. The barcode and barcode numbers must exist and be legible. Please check before giving the signed barcoded prescription to the patient. 3. If a patient presents with a request to reissue an NZePS controlled drug prescription (for whatever reason) then: Do not issue a triplicate paper form or repeat new eprescription unless eprescription for controlled drug in question is SUCCESSFULLY cancelled i.e. The NZePS medication Status must indicate Cancelled When reprinting a Prescription use the Reprint function as this will generate a prescription with the same barcode number as the original, ensuring it can only be dispensed once. If DO REPEAT function is used then the second Prescription will have a new barcode and will be treated as a new prescription (as in issuing repeats). Note: If for any reason the NZePS controlled drug prescription is not able to be downloaded from NZePS at the pharmacy it is not a legal prescription. The pharmacist will need to request a triplicate form unless the cause of the error is able to be quickly identified and fixed. Version 1.0 Last Updated 13 Apr 2017 Page 12 of 37

13 6 Clinical Preparedness for NZePS 6.1 Role of the Practice NZePS Prescriber Champion This person will act as the lead clinical change agent within the practice organisation. As a minimum, the prescriber champion will lead decision making during the planning stages, negotiate consensus among all those involved in implementing NZePS at the practice, and maintain communication and enthusiasm during implementation. The prescriber champion should be a respected and recognised leader within the practice as well as a practitioner who will ultimately use the system alongside his or her colleagues. Having a prescriber in this role is considered by some to be a critical success factor. 6.2 Familiarity with the Medtech NZePS Training Materials The prescriber champion should be familiar with the following training materials for either Medtech32 (refer to Appendix A.4 Medtech32 NZePS Documents) or Evolution (refer to Appendix A.5 Evolution NZePS Documents): NZePS Electronic Prescribing User Guide Prescribing NZePS Electronic Prescribing User Guide Setup NZePS Quick Reference Guide Prescribers NZePS Quick Reference Guide System Administrator Medtech NZePS Webinars (refer to Appendix A.6 Medtech NZePS Webinars). 6.3 Prescriber Responsibilities for NZePS Prescriptions Each prescriber that will use NZePS to generate electronic prescriptions shall: 1. understand the importance of ensuring that the barcode and barcode number are clearly legible on every paper prescription, so that the pharmacy can use them to retrieve the electronic copy of the prescription from the NZePS broker Example of barcode and barcode number: 2. know how to access and process notifications of dispensing and pharmacist changes, 3. know how to process Referred and Unsigned NZePS prescriptions (NOTE: functionality currently on hold, future use) 6.4 Prescriber Responsibilities for NZePS controlled drug Prescriptions The prescriber has additional responsibilities generating NZePS controlled drug prescriptions and should be able to demonstrate their understanding of these. Version 1.0 Last Updated 13 Apr 2017 Page 13 of 37

14 A controlled drug prescription can be either: An H572 or H572M triplicate prescription form provided by the Director General of Health and completed in the handwriting of the controlled drug prescriber; or An NZePS controlled drug prescription form electronically generated by a system approved by the Director General of Health containing a barcode which is scanned (or the barcode number is manually entered if the scan fails). For an NZePS controlled drug prescription to be a legally dispensed: a) the paper copy of the prescription must: be the original signed copy, or a faxed copy of it with the original signed copy forwarded to the pharmacy within two business days b) the electronic copy of the prescription must: Note: be downloaded from the NZePS broker by the pharmacist using the paper prescription s barcode or barcode number An NZePS controlled drug prescription is not a legal controlled drug prescription until the barcoded prescription has been downloaded from the NZePS broker (electronic prescription repository) Thus, controlled drugs may NOT be dispensed from an NZePS controlled drug prescription (i.e. it is not a triplicate H572 form) if that prescription is unable to be downloaded from the NZePS broker at the pharmacy. Each prescriber that will use NZePS to generate NZePS controlled drug prescriptions shall: 1. do so only within a practice that has Ministry of Health approval to generate NZePS controlled drug prescriptions 2. understand and meet the NZePS controlled drug in-market trial conditions 3. understand and meet the requirements for NZePS controlled drug prescriptions 4. understand the requirement to ensure that the barcode and barcode number on every paper prescription for NZePS controlled drugs are clearly legible as the prescription cannot otherwise be dispensed without the triplicate form 5. understand their responsibilities around faxed prescriptions for NZePS controlled drugs (i.e. that the signed original of a faxed NZePS controlled drug prescription must be forwarded to the dispensing pharmacy within two business days) 6. understand their responsibilities around reprinting prescriptions for NZePS controlled drugs, should they be lost, stolen etc. and know how to do this (i.e. must use the Reprint functionality so that the reprinted prescription has the same barcode and barcode number as the original copy of the NZePS controlled drug prescription) Version 1.0 Last Updated 13 Apr 2017 Page 14 of 37

15 7 Clinical Familiarisation with NZePS The following tasks are designed to familiarise prescribers, and the practice administrator, with the range of new functions enabled by NZePS. Producing and processing NZePS prescriptions, including for NZePS controlled drugs Improved processing of faxed, unsigned, and referred prescriptions The tasks in this familiarisation programme require joint planning and cooperation between the general practice and the local pharmacy. It is essential for each of these tasks that the pharmacy dispenses electronically using NZePS (i.e. successfully retrieves the eprescription using the barcode / barcode number and dispenses from that), rather than doing a manual dispensing. In these tasks the following codes are used to denote the person conducting that part of the task: AP: The authorised prescriber at the general practice (e.g. a general practitioner, a nurse practitioner etc.) N: A nurse generating a repeat prescription for the authorised prescriber to authorise. There must be local policy to guide this process to clarify that the nurse is not prescribing in this instance and that the authorised prescriber is accountable for the prescription. DP: The dispensing pharmacist at the pharmacy processing the NZePS prescription. Test Patients listed in Appendix B. NHI Numbers Allocated for Production Testing are available to use for the following tasks. IMPORTANT: When using test patients, prescribe only non-subsidised medicines to avoid the possibility of the pharmacy accidently making a payment claim. When in doubt about how to complete any of these tasks, refer in the first instance to the training materials detailed in section 6.2 Familiarity with the Medtech NZePS Training Materials. 7.1 Manage Prescriptions New Prescription AP... Produce a prescription using Generic Name of Medicines and print paper copy. Before signing prescription, check that barcode and barcode number below signature line are legible. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Dispense the prescription. AP... Check prescription status indicates it has been dispensed Repeat Prescribing of Regular Prescription Items AP... Prescribe medications that this patient has had prescribed previously (a repeat prescription) and print paper copy. Check that barcode and barcode number are legible. Take to pharmacy. DP... Retrieve prescription from NZePS broker and dispense it. AP... Confirm dispensed status. Version 1.0 Last Updated 13 Apr 2017 Page 15 of 37

16 7.1.3 Amending a Prescription AP... Produce a prescription using Generic Name of Medicines and print paper copy. Amend prescription item and print prescription. Amended prescription is printed with a new barcode and barcode number. Original prescription is cancelled automatically at the NZePS broker and can no longer be used for dispensing Cancelling a Prescription Item before Dispensing AP... Produce a prescription using Generic Name of Medicines and print paper copy. Cancel prescription item: cancellation succeeds. If this is a real-life situation and the patient has already left the practice, then it is advisable to contact the patient or pharmacy, if known, to explain that a prescription item has been cancelled Prescribing with Two Repeats using Generic Name of Medicines AP... Produce a prescription using Generic Name of Medicines, with two repeat dispensings of the medicines, and print paper copy. Take to pharmacy. DP... Retrieve prescription from NZePS broker and dispense it. AP... Confirm dispensed status. DP... Retrieve prescription from NZePS broker and dispense first repeat. AP... Confirm dispensed status. Cancel prescription item: cancellation fails because item is part-dispensed Prescribing with Brand Substitution Allowed Note that prescribing using generic names of medicines is the standard and this example is given only to demonstrate the use of the Brand Substitution Allowed feature in exceptional situations. AP... Produce a prescription using Brand Name of Medicines endorsed with Brand Substitution Allowed and print paper copy. Take to pharmacy. DP... Retrieve prescription from NZePS broker, dispense the subsidised generic, and add a note to the prescriber indicating brand changed (refer to 7.6 Accessing and Viewing Pharmacist Comments). AP... Confirm dispensed status. Request and receive pharmacist s note to prescriber. Acknowledge notification received and display pharmacist s note to prescriber Prescribing a Multi-Page Prescription AP... Produce a prescription using Generic Name of Medicines, containing multiple prescription items such that the printed paper copy extends over several pages, and print paper copy. Check that the barcode and barcode number are identical and legible on every page of the printed paper copy. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription items are in identical sequence to those on the paper copy. Dispense the prescription Reprinting an Undispensed Prescription This function is used to replace a lost or destroyed, undispensed prescription with an identical copy, including the barcode and barcode numbers. Having identical barcode and barcode numbers on the Version 1.0 Last Updated 13 Apr 2017 Page 16 of 37

17 copy ensures that the prescription can be dispensed only once, since the electronic copy on the NZePS broker will have a status of dispensed as soon as any copy of the prescription is dispensed. If the original prescription was stolen then it could be cancelled and a new prescription created to replace it. This would prevent the original prescription from being dispensed using NZePS although, unlike an NZePS controlled drug prescription, it could still be dispensed manually. This task is intended to demonstrate both the Reprint function and how an NZePS prescription cannot be dispensed twice once from the original prescription and once from the Reprint. AP... Produce a prescription using Generic Name of Medicines and print paper copy. Check that barcode and barcode number are legible. After checking that status is Active and NOT Dispensed, use the Reprint function to print a copy of the prescription. Notice that the original prescription and the reprint are identical, including the barcode and barcode number. Take both original prescription and reprint to pharmacy. DP... Retrieve prescription from NZePS broker using the copy prescription and check that the prescription details are identical to those on the paper copy. Dispense the prescription. Retrieve prescription from NZePS broker again using the original prescription and check that the prescription details are identical to those on the paper copy. Attempt to dispense the prescription; dispense fails as it is already dispensed. AP... Confirm dispensed status Nurse Generating and Printing an Unapproved Repeat Prescription N... Produce a repeat prescription using Generic Name of Medicines and use print and park function to print a draft paper copy of prescription. Check that NO barcode or barcode number are printed on draft prescription, but that DRAFT is printed on it Reviewing a Repeat Prescription, Editing, Approving, and Printing AP... Retrieve repeat prescription that was produced by nurse, edit prescription as required, then approve it and print paper copy. Check that barcode and barcode number are legible. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Dispense the prescription. AP... Confirm dispensed status. 7.2 Fax Prescriptions Faxing an NZePS Prescription AP... Produce a prescription using Generic Name of Medicines and print paper copy. Fax to pharmacy. DP... Check that barcode and barcode number are legible on faxed copy of prescription. Retrieve prescription from NZePS broker by scanning barcode on faxed copy, and dispense it. Version 1.0 Last Updated 13 Apr 2017 Page 17 of 37

18 7.2.2 Faxing an NZePS controlled drug Prescription This is the same process as detailed in Faxing an NZePS Prescription, with the additional condition for NZePS controlled drug prescriptions that the signed original prescription must be sent to the dispensing pharmacy within two business days. 7.3 Unsigned Prescriptions NOTE: The electronic unsigned prescription process is currently on hold and is for future use. The current manual process for unsigned prescriptions should still be used Viewing and Accepting an Unsigned eprescriptions in Provider Inbox AP... Request a pharmacist, either by phone or via a rest home administration chart, to create a prescription. DP... Produce a prescription as requested then send to the prescriber a paper copy for a signing, and an electronic copy for updating the patient record. AP... Receive, sign, and return to the pharmacist the paper copy of the prescription. Receive electronic unsigned prescription message in Provider Inbox, acknowledge it is correct, and Accept Viewing and Rejecting an Unsigned eprescription in Provider Inbox AP... Request a pharmacist, either by phone or via a rest home administration chart, to create a prescription. DP... Produce a prescription as requested then send to the prescriber a paper copy for a signing, and an electronic copy for updating the patient record. AP... Receive the paper copy of the prescription, determine it is incorrect and notify the pharmacist. Receive electronic unsigned prescription message in Provider Inbox and Reject. DP... Correct the prescription according to the prescriber s reason and re-send the paper. AP... Receive, sign, and return to the pharmacist the paper copy of the prescription. Receive electronic unsigned prescription message in Provider Inbox, acknowledge it is correct, and Accept. 7.4 Referred Prescriptions NOTE: The electronic referred prescription process is currently on hold and is for future use. The current manual process for referred prescriptions should still be used Viewing and Accepting a Referred eprescription in Provider Inbox AP... Produce a prescription using Generic Name of Medicines and print paper copy. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Determine that a change to the prescription that is outside the pharmacist s scope of practice and agree this with the prescriber. Change the prescription Version 1.0 Last Updated 13 Apr 2017 Page 18 of 37

19 accordingly, dispense the amended prescription, then send to the prescriber a paper copy for a signing, and an electronic copy for updating the patient record. AP... Receive, sign, and return to the pharmacist the paper copy of the prescription. Receive electronic Referred prescription message in Provider Inbox, acknowledge it is correct, and Accept Viewing and Rejecting a Referred eprescription in Provider Inbox AP... Produce a prescription using Generic Name of Medicines and print paper copy. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Determine a change to the prescription that is outside the pharmacist s scope of practice and agree this with the prescriber. Change the prescription accordingly, dispense the amended prescription, then send to the prescriber both a paper copy for signing, and an electronic copy for updating the patient record. AP... Receive the paper copy of the prescription, determine it is incorrect and notify pharmacist. Receive electronic Referred prescription message in Provider Inbox and Reject. DP... Correct the prescription according to the prescriber s reason and re-send the paper and electronic copies to the prescriber. AP... Receive, sign, and return to the pharmacist the paper copy of the prescription. Receive electronic Referred prescription message in Provider Inbox, acknowledge it is correct, and Accept. 7.5 Supplementary Information for Pharmacist Whenever a prescriber adds supplementary information for the pharmacist, the information is added to the NZePS copy of the prescription that the pharmacist can retrieve and view on-screen, but is not printed on the paper copy of the prescription. Instead, an envelope icon is printed at the bottom right of the paper copy of the prescription to indicate that supplementary information for the pharmacist has been added to the NZePS copy of the prescription. Example of the envelope icon: Marking Prescription with Unusual Dose Quantity and Adding Explanatory Comment AP... Produce a prescription using Generic Name of Medicines, mark it as Unusual Dose Quantity and add reason for this (refer to appropriate Medtech User Guide Prescribing New Medications Features), then print paper copy. Before signing prescription, check that barcode and barcode number below signature line are legible and that there is an envelope icon to the right of prescriber signature line. Take to pharmacy. Version 1.0 Last Updated 13 Apr 2017 Page 19 of 37

20 DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Note the envelope icon on the paper copy and find the Unusual Dose Quantity indicator and its explanatory comment. Dispense the prescription. AP... Check prescription status indicates it has been dispensed Adding Prescribing Reason to Prescription AP... Produce a prescription using Generic Name of Medicines, add a Prescribing Reason (Refer to appropriate Medtech User Guide Prescribing New Medications Features), then print paper copy. Before signing prescription, check that barcode and barcode number below signature line are legible and that there is an envelope icon to the right of prescriber signature line. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Note the envelope icon on the paper copy and find the Prescribing Reason. Dispense the prescription. AP... Check prescription status indicates it has been dispensed. 7.6 Accessing and Viewing Pharmacist Comments Viewing Pharmacist Comments in Provider Inbox and from View eprescription Module AP... Produce a prescription using Generic Name of Medicines and print paper copy. Before signing prescription, check that barcode and barcode number below signature line are legible. Take to pharmacy. DP... Retrieve prescription from NZePS broker and check that the prescription details are identical to those on the paper copy. Add a Comment to the prescription. Dispense the prescription. AP... Check prescription status indicates it has been dispensed. Find Comment added by pharmacist: Method 1: Look in Provider Inbox Method 2: Look in View eprescription Module. Version 1.0 Last Updated 13 Apr 2017 Page 20 of 37

21 8 Management and Administrative Preparedness for NZePS 8.1 Role of the Practice NZePS Administrator This person will drive the NZePS implementation process by tracking and supervising the activities that need to take place. In the planning stages, the practice NZePS administrator will ensure that the necessary information is gathered and provided to the key decision makers and that decisions are made in a timely and appropriate manner. During the later implementation phases, this person will, at a minimum, create and oversee the timeline for setup, training, and launch. In some practices, the practice manager may step into the practice NZePS administrator role; in other practices, a reliable and respected consultant could fulfil this role. In rare instances, the same person may act both as practice NZePS prescriber champion and as practice NZePS administrator. 8.2 Familiarity with the Medtech NZePS Training Materials The practice NZePS administrator should be familiar with the following training materials for either Medtech32 (refer to Appendix A.4 Medtech32 NZePS Documents) or Evolution (refer to Appendix A.5 Evolution NZePS Documents): NZePS Electronic Prescribing User Guide Setup NZePS Quick Reference Guide System administrator It is also recommended that the practice NZePS administrator views at least the NZePS Setup and Configuration segment of the Medtech NZePS Webinars (refer to Appendix A.6 Medtech NZePS Webinars). 8.3 Incident Prevention and Handling An NZePS incident is any issue related to system performance, unexpected behaviour, application errors, or loss of connectivity affecting the NZePS service s ability to function effectively Incident Mitigation The practice NZePS administrator should mitigate the occurrence of NZePS incidents originating from the practice by following the relevant NZePS Quick Reference Guide System administrator, and by ensuring that all aspects of the systems are maintained, such as: PMS vendor software is kept up-to-date Regularly check that good quality, legible output is produce by all printers and fax machines that are used for printing or transmitting prescriptions Incident Remediation Incidents may be reported to the practice NZePS administrator by: prescribers or others within the practice pharmacists experiencing difficulty with an eprescription from the practice IT support contacts for your practice or other organisations the Ministry online helpdesk Version 1.0 Last Updated 13 Apr 2017 Page 21 of 37

22 Attempt to identify the full symptoms of the incident, and determine the possible causes. Address each of these, and then test whether the incident is remedied. If it is, advise the party who reported the incident that it has been remedied. For example, if the printed copy of the prescription cannot be scanned by the pharmacist, check if the print quality of the prescription is satisfactory, identify the source printer of the prescription and make a test print on the printer, then if necessary replace the ink or toner cartridge to see if that corrects the print quality. Refer to section 12 Troubleshooting Guide for assistance with known incident types. If the cause of the incident cannot be determined or remedied then it will be necessary to report the incident to the appropriate first level support organisation for logging and resolution Incident Reporting and Logging Whenever an incident occurs that is beyond the practice to resolve, it should be reported to the appropriate first level support organisation for logging and resolution. Depending on the type of problem, this may be your IT technical support or your PMS vendor (i.e. Medtech helpdesk). In some instances it may be appropriate to contact the Ministry online helpdesk, although this is normally done on your behalf by your first level support contact if they are unable to remedy the incident themselves. Help and support contact details can be found in Appendix C. Help and Support. This section is partcompleted: the incomplete details vary by practice and the practice NZePS administrator should determine and complete them. When ing the Ministry of Health online helpdesk, please insert NZePS as the reference at the start of the subject. Version 1.0 Last Updated 13 Apr 2017 Page 22 of 37

23 9 Management and Administrative Set up for NZePS 9.1 Check HPI facility ID The practice NZePS administrator should ensure that the practice HPI facility ID, including a hyphen and the check digit (e.g. F0A123-B), is correctly set up in Medtech. To ensure you have the correct HPI facility ID, refer to the table at If your practice name and HPI facility ID is not listed in this table then a new HPI facility ID may be obtained from HI_Provider@moh.govt.nz. 9.2 Set up Access to NZePS for Practice NZePS Prescriber Champion Follow the instructions in Medtech s document NZePS Electronic Prescribing User Guide Setup (refer to Appendix A.4 Medtech32 NZePS Documents) or Evolution (refer to Appendix A.5 Evolution NZePS Documents) to activate the practice for NZePS and provide access for the NZePS practice prescriber champion. 9.3 Check Print Quality of Practice Printers On every page of all prescriptions printed from every printer at the practice that could be used for printing prescriptions: The barcode number must be clearly legible to anyone reading it The barcode must be legible in every instance when read with a pharmacy barcode scanner If this is not the case then it is necessary to identify which printers are at fault, and then remedy this. 9.4 Check Fax Quality with Local Pharmacies On every page of all prescriptions received at a local pharmacy by fax from every fax machine at the practice that could be used for faxing prescriptions: The barcode number must be clearly legible to anyone reading it The barcode must be legible in every instance when read with a pharmacy barcode scanner If this is not the case then it is necessary to determine whether the sending or receiving fax machine is at fault, and then remedy this. Version 1.0 Last Updated 13 Apr 2017 Page 23 of 37

24 10 IT Technical Support Preparedness for NZePS Ensuring reliable network communications The success of the NZePS ecosystem is dependent on reliable communications between the networked system components. From the practice perspective this entails: A reliable internet connection A functioning message pathway to and from the Medtech hub Legible printing and faxing of prescription barcodes and barcode numbers This will involve the practice IT support team working collaboratively with Medtech technical support technicians to ensure this is in place and functioning effectively, and may involve some or all of the following: Internet connections Routers Firewall settings Platform / software configuration Other security considerations Troubleshooting printers and fax machines Incident Reporting and Logging (refer 6.3.3) Version 1.0 Last Updated 13 Apr 2017 Page 24 of 37

25 11 IT Technical Support End-to-End Connectivity Testing Once Medtech technical support has completed activation for the practice to access NZePS, they will conduct end to end testing with dummy prescriptions for test patients. If connectivity issues arise during this testing then they may seek the assistance of the practice IT support team at this time to help resolve any issues. Version 1.0 Last Updated 13 Apr 2017 Page 25 of 37

26 12 Troubleshooting Guide The following table contains the most common issues that arise, the impact that this has on the person experiencing the issue, and a link to the detailed guide, below, that indicates the appropriate course of action to resolve the issue. Version 1.0 Last Updated 13 Apr 2017 Page 26 of 37

27 Symptoms Impacts Possible Causes and Recommended Actions / Remedy eprescription status remains as To be Sent in View eprescribing Module of Medtech Pharmacy cannot retrieve eprescription Unable to dispense NZePS controlled drugs. Prescriber must retain paper copy, cancel electronic copy, and represcribe manually on 3-part form. More effort to dispense noncontrolled drug prescription manually. Unable to dispense NZePS controlled drugs. Prescriber must re-prescribe on 3-part form. More effort to dispense prescription manually. NZePS Unavailable If the View eprescribing Module fails to update the Status of an eprescription from To be Sent to Active within a few minutes of printing the prescription then this is an indication that eprescriptions are not reaching the NZePS broker from the practice. For NZePS controlled drug prescriptions this is a critical issue that prevents dispensing. This condition may be caused by one of the following: The system configuration at the practice has been changed and is now faulty contact the practice s IT Support provider. The NZePS connection between the practice and the NZePS broker is faulty contact Medtech Helpdesk. SCID Unreadable When the barcode (SCID) on the paper prescription cannot be scanned by the pharmacy barcode reader and the barcode number cannot be typed in because it is illegible, the pharmacy should first determine whether this is the original paper prescription or a faxed copy of it. 1. If the paper prescription is a faxed copy: The pharmacy should check and, if necessary, remedy the quality of its fax machine output then request the prescription be re-faxed. Once fax output quality is eliminated as the root cause, the pharmacy should contact the originating practice of the prescription and report the print quality issue. The originating practice should then check the original paper prescription to determine whether the prescription printer of the practice fax machine is the root cause, and remedy this accordingly. The original prescription should then be re-faxed. 2. If the paper prescription is the original: The pharmacy should contact the originating practice of the prescription and report the print quality issue. The practice should then check the quality of its prescription printer output and remedy any faults (e.g. toner low), then re-print the prescription with a legible barcode and barcode number and, depending on urgency, fax or send it to the pharmacy. Version 1.0 Last Updated 13 Apr 2017 Page 27 of 37

28 Symptoms Impacts Possible Causes and Recommended Actions / Remedy Server Unavailable This indicates that the pharmacy system is not communicating with the NZePS broker. The pharmacy should contact their IT provider to remedy this. SCID Unavailable When the barcode (SCID) on the paper prescription has been scanned by the pharmacy barcode reader, or the barcode number has been entered by the pharmacist, and an eprescription could not be fetched or The script is not on the HIE Servers message (or similar) is returned by the NZePS broker, the most likely cause is that the prescription has not reached the NZePS broker from the practice. This may occur for just one, or for all, of the prescriptions issued by that practice. The pharmacy should contact the practice and ask them to check that their prescriptions are getting to the NZePS broker (check the status of the missing prescriptions in the practice PMS). If not, the practice may need to contact their IT provider to remedy this. Contents of paper and NZePS prescriptions do not match Contents of paper prescription have been altered by hand Consumes prescriber and pharmacist time resolving the discrepancy. Consumes prescriber and pharmacist time resolving this issue. Prescription Discrepancy The contents of the paper prescription do not match the contents of the NZePS prescription retrieved by the pharmacy from the NZePS broker. This is a serious issue that should be reported to the Ministry of Health Online Helpdesk. Attach a scan of the paper prescription and a screenshot of the electronic one (blank out personally identifiable data in both). Prescription Altered by Hand The contents of the paper prescription have been altered by hand. The pharmacy should contact the originating practice of the prescription to advise that prescriptions may be altered only by using the prescribing functionality provided for this purpose and request the prescriber to amend the electronic prescription, print it with a legible barcode and barcode number, sign it, and, depending on urgency, fax or send it to the pharmacy. If this is a recurrent behaviour from the same practice then it should be reported to the Ministry of Health Online Helpdesk. Version 1.0 Last Updated 13 Apr 2017 Page 28 of 37

29 13 Background For newsletters, and the Connected Health Information Services Request Form, refer to the website links at A.3 NZePS Background in Appendix A: References. For answers to frequently asked questions about NZePS, refer to the website links at 0. in Appendix A: References. Version 1.0 Last Updated 13 Apr 2017 Page 29 of 37

30 Appendix A. References A.1. Medical Council of New Zealand Good Prescribing Practice This statement aims to assist doctors to maintain appropriate prescribing practice. (April 2010) A.2. Pharmacy Procedures Manual Pharmacy Procedures Manual V7.2 Pharmacy Procedures Addendum V7.2 A.3. NZePS Background An overview of NZePS, periodic NZePS Newsletters, the Connected Health Information Services Request Form and FAQs can all be found here: A.4. Medtech32 NZePS Documents NZePS Electronic Prescribing User Guide Prescribing Medtech32-User-Guide-Prescribing-FINAL.pdf NZePS Electronic Prescribing User Guide Setup Medtech32-User-Guide-Setup-FINAL1.pdf NZePS Quick Reference Guide Prescribers Guide-Prescribers-FINAL.pdf NZePS Quick Reference Guide System administrator Guide-System-Administrators-FINAL.pdf A.5. Evolution NZePS Documents NZePS Electronic Prescribing User Guide Prescribing Evolution-User-Guide-Prescribing-FINAL1.pdf Version 1.0 Last Updated 13 Apr 2017 Page 30 of 37