How to Report a Missing E-Prescription (Rx) in EHR 24/7

If you’ve sent a prescription through Office Ally’s e-Prescribe system and the pharmacy didn’t receive it, follow the steps below to confirm the transmission and report the issue if needed.

Open the Patient’s E-Prescribe Record 

1. Log in to EHR 24/7 and Click the Patients Chart Tab

• Search for and select the patient. 

2. Hover Over the Progress Notes Tab and Either: 

• Click View Progress Notes / Encounters to edit an existing note, or

• Select a layout under Add Custom Progress Note/Encounter to start a new one.

3. Scroll to the Prescribed Medications Section  

• This section is typically located near the bottom of the progress note.

4. Click Online e-Prescription

• If you don’t see this option:

• Confirm that the Treating Provider is enabled for OA-Rx.

• Ensure Medications is included in the SOAP Note Layout under the Manage Office tab.

Review the Prescription’s Transmission History 

1. Access the Medication Details

• In the Current Medications section, click the blue link for the relevant prescription. 

2. Review the Transmission History

• On the Medication Details screen, review the Transmission History, which shows: 

• Date/Time 

• Type 

• Pharmacy Location 

• Fax Number

• Route (e.g., Electronic or Fax) 

• Status (e.g., Verified or Failed) 

• Details 

Action to Take Based on the Transmission Route 

If the Rx Was Sent Electronically: 

1. Check the Status 

• If Route is "Electronic" and Status is "Verified" (green), the prescription was successfully sent. 

• If the pharmacy didn’t receive it, continue to the next step. 

2. Report a Missing Prescription

• Click Report a Missing Prescription on the Medication Details screen. 

• Complete the form with the following: Who you spoke with at the pharmacy (required) and additional details about what they said.

Example: “Jane Smith at Walgreens said the Rx was not received.” 

3. Submit the Form 

• Reports must be submitted within 5 days of the original transmission. 

• Submissions must include a pharmacy contact name; otherwise, Surescripts cannot investigate.

4. Next Steps 

• Office Ally will receive your report and open a case with Surescripts for investigation. 

If the Rx Was Sent by Fax:

1. Confirm the Fax Number 

• Double-check that the correct pharmacy fax number was used. 

• Note: Fax numbers are pulled from Surescripts NCPDP directory and may occasionally be outdated. 

2. Re-Send the Fax 

• Even if the status is “Verified,” you can re-send the fax like you would for a failed transmission. 

3. Contact the Pharmacy Again 

• After re-sending, follow up with the pharmacy to check if they received it. 

• Important: Once a fax is marked “Verified,” Office Ally cannot track or confirm its delivery. 

Reminders:

• The Report Missing Prescription option is only available for prescriptions sent electronically. 

• Reports must be submitted within 5 days of the original send date. 

• Always confirm with the pharmacy before submitting a report. 

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