More questions people ask

Q: What is the difference between "Pending provider approval" and "Ready to Order"?

A: Pending means the prescription is prepared and waiting for approval. Ready to Order means someone with send permission authorized it; it is being sent (or the pharmacy rejected it and it needs fixing).

Q: Is there a separate "Approve" button?

A: No. Approval happens when an authorized person clicks Process order, Send selected, Fax to pharmacy or Mark as ordered. That click is logged as the provider's authorization.

Q: Who is logged as having sent an order?

A: The person who clicked Process / Send / Fax / Mark as ordered. Each step is in the patient's Order history (click "N earlier steps" to see them all) and in the audit log.

Q: I cancelled a reorder and it came back an hour later.

A: The reorder date is still inside the notice window, so the hourly check opened a new cycle. Change the reorder date with Adjust next reorder date if the patient should not reorder now.

Q: Can I order for a patient whose membership is paused or cancelled?

A: Yes, Order (one-off) on the patient page. It does not start a reorder date.

Q: Can I order for someone with no membership?

A: Yes, the same way: Order (one-off).

Q: How many days ahead does "Due in Nd" on the dashboard show?

A: It follows your clinic's reorder notice days, the same as the Pharmacy page. Change it in Admin → Settings → Schedules → Reorder notice (days before due), or in the box right under Auto-prepare (it is the same setting).

Q: The order status says Overdue but the medicine was already ordered at the pharmacy.

A: The portal records it at the next morning pull. To fix it now, open the order and Mark as ordered (by-hand pharmacy), or wait for the pull, or use Verify last order.

Q: Where is the order history for a patient?

A: Patient page → Medication order card → Order history: each order's status, a pharmacy chip (for example "pharmacy: accepted #123456"), due and placed dates, and the latest step. A grey cancelled pill marks cancelled orders.

Q: What do the chips next to the order status on the dashboard mean?

A: auto: Auto-prepare made it. Sent to pharmacy: sent, waiting. Pharmacy accepted: the pharmacy took it. Faxed to pharmacy: sent by fax. Pharmacy rejected / Pharmacy error: needs fixing and sending again. A prepared order shows only its order status ("Pending Provider Approval"), with no second chip.