This Guide will show you how to investigate prescriptions becoming stuck in parked during the Atlas/Titan integration.
Obtain a details from Pharmacy:
Have all patient matches, product matches & clinical checks been completed?
How many items are stuck in parked?
How many Care homes?
Obtain specific examples (Resident/Care Home/Prescription details/prescription id)
Check examples on Atlas Pharmacy>prescriptions tab. If the patients/items stuck in parked are showing examples including prescriptions ID can be taken from this screen to raise with Titan.
If the prescriptions are not showing on Atlas pharmacy, please ask the pharmacy to share a couple of Rx IDs to raise with Titan.
Start a side conversation with Titan integrations@titanhelp.zendesk.com - Please include the pharmacy ODS code (this can be obtains from Atlas manager) and the information obtained above including examples items/prescriptions IDs. Request Titan investigate and provide the Titan IDs if they require the Atlas Dev's to investigate.
Please note:
The pharmacy have the options to release items from parked manually if they have urgent medications to supply while the issue is being investigated.
Titan now have the option to remove the “parked” process from the integration on a site basis. This means that if someone has repeated issues where prescriptions are getting stuck in parked, their support staff will remove this process which means for that site going forwards Titan will send us a prescription, they will receive a message back from Atlas to say it’s been successfully received, and it will be release regardless as it if it has a patient match or drug match outstanding. If Titan support does remove this process for sites, they will notify us via email to Zendesk.
Benefits:
Prescriptions will no longer get stuck in parked for the customer.
Removes customer frustration/Improved customer experience.
Removes pressure on support, product, and dev to investigate and resolve.
Risks:
Pharmacies will be able to continue the dispense prescriptions without them being held when there is an outstanding action on Atlas (Patient match/drug match) as a result if they do not complete the patient/drug match and dispense the item to the home then the items won’t show, or scan and the checks will not be generated. Titan have advised that If this does happen once the patient match is complete all the data will come through. Pharmacies are trained to complete these outstanding actions on Atlas Pharmacy prior to dispensing on Titan, they will be reminded of this should this new process be applied to them.