EPS RELEASE 2 TROUBLESHOOTING
Contents
1. EPS RELEASE 2 TROUBLESHOOTING Please check with pharmacy owner and system supplier before switching anything off Here the HSCIC who are the organisation responsible For the implementation and Management of EPS identify some of the common problems which can arise when using EPS and the key steps that should be followed to resolve them Dispensing system not working Smartcard reader failure Barcode scanner Electronic prescriptions cannot be retrieved in no particular order professional judgment required Dispensing token and label printer isn t working Options if unable to resolve any of the above issues in no particular order professional judgment required to ascertain urgency and best option for patient Contacting your system supplier For more about EPS visit hscic gov uk epspharm and psnc org uk eps Follow HSCIC EPS team EPSnhs Sign up to receive the EPS bulletin systems hscic gov uk eps contacts signup hscic Health amp Social Care This factsheet was produced by HSCIC Check if other programmes work Check internet telephone connection IF mobile reception consider speaking to your system supplier about a backup 3G connection to help mitigate broadband outages Call the system supplier helpdesk Ask another person to try their Smartcard Try your Smartcard in a different reader Call your system supplier helpdesk Unlocking Smartcards IF you lock your Smartcard by accidental2. ed by arrangement with the GP surgery Referral to another pharmacy not suitable for some scenarios Register to receive text or email alerts when there are incidents affecting the NHS components that support EPS 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 and the date and time when you spoke to them Ask For an estimated time to resolve it to decide what action to take Keep a specific log of issues raised Information Centre
3. ly entering an incorrect passcode three times it can be unlocked if two smartcard readers are present and there is a user who EITHER e Has an RA role i e Sponsor Agent or Manager on their card OR e Has been granted the activity B0263 unlock smartcard Any user with the relevant access rights will be able to unlock any card except their own View the December CPN psnc org uk cpn for Full details of upcoming changes to the background IT system which checks and manages Smartcards in the next Few months This will take place during an overnight transition older background authentication and management software will be replaced with the new Care Identity Service CIS Check the cable Try a different scanner Type in prescription token barcode if available Call the system supplier help desk Check the 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 system supplier help desk Check toner cables and power supply Try a different printer Call the system supplier help desk Patient to return to the pharmacy at a later time if script not required immediately Deliver prescriptions to patient when systems are resumed Emergency supply at the request of the prescriber Paper FP10 prescriptions print
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