We performed the mandatory upgrade in the middle of August and have had nothing but problems yet I cannot find any other threads with similar issues. The number of error types make it difficult to determine if they are related or not. My SAM has had a few open tickets SINCE SEPTEMBER 1st yet whomever calls just states “:we are working on it” and no work actually seems to be done. For a few of the errors, I actually troubleshooted information which the techs couldn’t find which seems like it might be related, yet still no answers. If anyone has any insight (so I can let my eCW tech people know how to solve their problem, lol), let me know. Problems include:
Numerous NDC errors in MULTUM medications (not just custom ones)
Prescriptions from telephone encounters confirm as “OK”, sent, yet are locked and errored
Some prescriptions randomly flip to “send as fax” and “confirm” as went by fax and get locked, but did NOT send
NO “next appointment date” appears on incoming patient refill requests; incoming birthdate is in incorrect format (YYYY-MM-DD instead of MM/DD/YYYY)
For MULTUM medication refills in telephone encounters, you can choose to link the correct NDC, yet it errors as NDC invalid
Incoming eprescription refill requests frequently without strength or formulation
When validating incoming eprescription requests with “current medications”, cannot tell if is custom or not so cannot correct NDC error if there is one
So far I have been told that my workaround would include creating a new phone encounter for each failed medication, but I am at a count of over 50 just since September 1st. It seems that even if I need to correct errors from previously-used custom medications, at least the incoming pharmacy request should be coming in with information correct so I can just respond back with authorization. Refills are becoming a nightmare, taking more than 3 hours on a Monday morning alone.
NONE of these problems existed with my MULTUM / eprescription refills PRIOR to the V11.52 upgrade. My SAM stated I had not completed MULTUM updates in 22 months and I should complete one. I HAD completed them and completed the 9/21 without correction-yet the fact that somewhere my system indicated the updates weren’t happening does not seem to be a concern to anyone???
If anyone can shed light on any of these problems, I would be eternally grateful (important as these problems are carving months if not years off of my life).