Pharmacy IT System Troubleshooting (for sites using EPS
Contents
1. Pharmacy IT System Troubleshooting for sites using EPS Release 2 Supplier details System name Help desk telephone number email address Branch account number required to log call Help desk opening hours Where to find a copy of the training material Useful contacts e Local EPS lead e Contact for Smartcard issues e Contact for dispensing tokens e Internal company contact for reporting system issues chains Troubleshooting Please check with pharmacy owner and system supplier before switching anything off Dispensing system not working Check other programs work Check for an internet and telephone connection Call the system supplier help desk on gt _ Smartcard reader failure Ask another person to try their Smartcard 2 Try your Smartcard in a different reader 3 Check the Smartcard Self Service Portal to reset renew unlock passcodes https portal national ncrs nhs uk portal 4 Call system supplier help desk Check the cable Try a different scanner Type in prescription token barcode if available Call the system supplier help desk Barcode scanner PwON gt Electronic prescriptions cannot be retrieved Check internet connection Can you send receive emails Have you received any other electronic prescriptions today Have you done a manual download to request prescriptions from EPS Check with the GP practice that the prescription has been signed and sent Call the system2. suppler helpdesk in no particular order professional judgment required Dispensing token and label printer 1 Check toner cables and power supply is not working 2 Try a different printer 3 Call the system supplier help desk Options if unable to resolve any of e Patient to return to the pharmacy at a later time if script not required immediately the above issues e Deliver prescriptions to patient when systems back up and running e Emergency supply at the request of the prescriber i po perdonet oner e Paper FP10 prescriptions printed by arrangement with the GP surgery professional judgment required f e Referral to another pharmacy not suitable for some scenarios Contacting your system supplier 1 Register to receive text or email alerts when there are incidents affecting the NHS components that support EPS http systems hscic gov uk eps dispensing help Ensure you understand the escalation route Have a lead at each site with responsibility for progressing issues Obtain a reference number allowing you to track the issue and get updates Record the name of the person dealing with your issue Ask for an estimated time to resolve it to decide what action to take Keep a specific log of issues raised NOOR wD
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