Scenarios Where Prescriptions Are Not Stuck in Queue

There are two additional scenarios your pharmacy may encounter where you think the prescription is stuck on the Workbench, but is not. For both of these scenarios, the RxStatusChange button will be disabled.

Prescription on the In Process tab with # in the Priority Column

A prescription is on the In Process tab with a # (red hashtag/number symbol) in the Priority column.

Reasons the prescription is ‘stuck’:

  • This prescription was part of a batch. In the group’s batch Preferences, the Batch Labels option was set to Manually Print.
  • The prescription was background filled or queued, and in More > Pharmacy, the Process Labels in Background option is flagged OFF.

Solution 1: The # (red hashtag/number symbol) means that the user must print this prescription to take them out of the In Process tab.

To print this prescription:

  1. Highlight the prescription(s) from the In Process tab on the Workbench.
  2. Select the Rx > Print.

The prescription’s label set will print and the prescription will be cleared from the In Process tab.

Solution 2: If prescriptions continue to show up on the In Process tab with the # (red hashtag/number symbol):

  1. From the Workbench, select More > Pharmacy.
  2. Ensure the Process Labels in Background flag is turned ON.
  3. Select the Save button.

Prescriptions on the Completed tab for Workflow Integrated Pharmacies

For pharmacies that have the Pharmacy Integration Workflow module, the Completed tab is carrying forward prescriptions that have been picked up by customers.

This means that some prescriptions have been picked up by a patient, but not rung in through Propel POS. As a result, these prescriptions have not been flagged as Picked Up.

Solution 1: Flag the prescription as ‘Picked Up’.

  1. Select the Completed tab from the Workbench.
  2. Highlight the prescription(s) that have been picked up.
  3. Right-click on the Priority column. The Change Workflow Status menu appears.
  4. Change the status to Picked Up. The Change Workflow Status window opens.
  5. Validate the new workflow statuses and select the OK button.

Note: Ensure staff always ring prescriptions through Propel POS, including those with a $0.00 charge.