How to Report a Missing E-Prescription (Rx) in Practice Mate 

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.

Step 1: Open the Patient’s E-Prescribe Record 

1. Log in to Practice Mate and go to the Manage Patients tab. 

2. Search for the patient and click the ERX link to the right of their name. 

3. Click Online e-Prescription. 

• If you don’t see this option, ensure the Treating Provider is enabled for OA-Rx and that Medications is included in the SOAP Note Layout (under Manage Office).

Step 2: Review the Prescription’s Transmission History 

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

2. 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 

Step 3: Take Action 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), 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• Note: Fax numbers are pulled from Surescripts NCPDP directory and may occasionally be outdated. 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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