This Article aims to show you what steps Support should take when investigating prescriptions failing to send to CAPA.
If a pharmacy lets you know they have sent prescriptions to CAPA, but the prescriptions have not yet come through, you can send a test pack of prescriptions.
Each pharmacy have their own CAPA email address, you will find the email address for their CAPA via the prescriptions tab and then the email address should be in the top right corner.
Please see attached the sample prescriptions test pack to this guide for you to be able to download.
When sending this to a pharmacy you will need to send this from a personal email address as any sample pack sent from our work email addresses will not be sent as it is ignored by the CAPA system. Because you are sending prescriptions from a personal email address you cannot test using real prescriptions as this is against GDPR.
If when you send the sample test pack, it comes through to CAPA:
Make a request to the DevOps team via the teams channel to add the pharmacies email address to our Safe Senders List (SSL).
You can ask the pharmacy to try sending the prescriptions from a different email address
If the pharmacy are using cam scanner make sure they are sending the file as a PDF not a zip file. CAPA only accepts these files as a PDF.
Ask the pharmacy to check their emails to see if the email has bounced back
If the sample scripts do not come through to CAPA:
Create a problem ticket in the internal notes and escalate this to the second line support team.
To create a problem ticket you can select 'bug' in the macros and then select CAPA/Atlas Pharmacy as this is a CAPA issue. Fill out as much of the information as you can and select submit as open when you have finished adding information and wish to add the internal note.
Macro route: Bug > Escalation > CAPA/ Atlas/Pharmacy
After adding the bug ticket macro this should automatically escalate to the second line team, however if this has not happened you can escalate to second line by changing the 'escalation required' tab to say second line support.
If there is a problem ticket already you can link your ticket to the problem ticket by marking the ticket as an incident ticket and then linking it to the problem ticket via the 'linked problem' tab. This will also need to be raised on the DevOps teams channel if this has not yet been raised by anyone.