Processing Online Repeat Prescription Requests

Once your patient has requested a repeat prescription, via your patient online services website, requests can be viewed in Mail Manager. All prescription requests are listed in both the Incoming Mail and Unallocated Mail folder of Mail Manager they are not allocated to a specific staff member and can be viewed by all Mail Manager users. To process requests you must have permission in Control Panel - Security to issue and print a repeat master.

  1. From Mail Manager , select Incoming Mail - Mail Categories - Online Prescriptions.
  2. Request messages initially display with an Available for filing status. Highlight the message you want to process and check the request details displaying in the bottom pane, if the patient has added a message you can view it from here:

    Note - Online Prescription messages cannot be allocated to staff, actioned or copied. If you need to query the request with the GP, do so before processing the message. Messages can only be processed once, either fully or partially.

  3. Highlight the message you want to process, right click and select File All.

  4. A Repeat Issue consultation automatically starts for the patient in Consultation Manager and the Therapy - Repeat screen displays with the requested items selected:

  5. Select Print or press F9 on your keyboard, check the details and if correct select Finalise, Print or press F9 on your keyboard to print the prescription. If prompted to preview the drug label details check the information and select Continue.

  6. The 'The Vision Online Repeat request has been fulfilled, would you like to return to Mail Manager? Remember my selection for this session (until Consultation Manager is restarted), Yes/No' message displays:

    • Select Yes, and you are returned to Mail Manager. The completed message status displays as filed and completed. Your patient's online account displays that the request is processed.
    • Select No, to stay with Consultation Manager.

  7. Select the next prescription request and repeat steps 2 - 7.

If you have issued the requested prescription manually, you must mark the Online prescription message as Read.

  1. From Mail Manager select the Online Prescription request you wish to manually complete.
  2. Right click and select Mark as Read.
  3. Right click again and select Mark as Complete.
  4. The Event Log window displays and you are prompted 'Are you sure you wish to mark this message as complete? Please supply a reason for marking this message as complete. The patient will be able to view this text within Online Repeats'. Enter the reason for manually completing the message:

  5. Select OK.

  6. The request is marked as complete, and the status of the request is updated to Processed on the patient's online account.

There may be occasions when you are unable to issue all the items requested by the patient, for example, medication may have been recently changed.

  1. From Mail Manager , select Incoming Mail - Mail Categories - Online Prescriptions.
  2. Request messages initially display with an Available for filing status. Highlight the message you want to process. Check the request details in the bottom pane, if the patient has added a message you can view it from here.

  3. Highlight the message you want to process, right click and select File All.

  4. A Repeat Issue consultation automatically starts for the patient in Consultation Manager and the Therapy - Repeat screen displays with the requested items selected.
  5. Remove the tick from the items you do not want to issue.
  6. Print the remaining prescriptions in the usual way and then select Close Consultation .
  7. The 'Not all items in the Online Repeat Request have been issued. Do you want to mark the request as complete?' message displays, select Yes:

  8. You are prompted to give a reason for not issuing all the items. Enter the name of the drug and the reason why this has not been issued. This message displays for the patient.
  9. Select OK.
  10. The request is now marked as Filed in Mail Manager.

If you do not wish to issue a prescription requested by a patient, you can reject it.

  1. From Mail Manager , select Incoming Mail - Mail Categories - Online Prescriptions.
  2. Locate and right click on the message required and select Message - Cancel/Supersede:

  3. The 'You are prompted, "Are you sure you wish to mark this message as cancelled/superseded? (You will not be able to reinstate this message) Please supply a reason for cancelling this message.' message displays. Enter a message if required, this is optional but recommended as the patient is able to see why the prescription was rejected.
  4. Select OK.
  5. A confirmation message displays confirming the cancellation and showing the reason (if added):

  6. Select OK to close.

The online prescription request in Mail Manager is marked as Cancelled/superseded and the request status on the website updates, so the patient knows their request is rejected, and the reason why.

Note - To print this topic select Print in the top right corner and follow the on-screen prompts.