If items have been handed out on TITAN but the Rx data is not displayed on Atlas please check that all Clinical Checks (would the the clinical check generate if Rx not displayed on Atlas) and that Product matches have been completed. Has the patient been matched incorrectly or to an archived/duplicate profile.
1. Check the ODS code is present on Atlas pharmacy & correct. NHS Digital ODS Portal
2. Request a copy of the TITAN timeline to evidence the items have been processed & handed out correctly.
3. Request examples including the RX/RXID from Pharmacy.
4. Raise a Ticket with Titan with the examples provide to see if they can see any issues from their end or if they are able to re-send the data. If the above doesn't resolve the issue the TITANID will be required.
5. Escalate to Product for further investigation.
If items display in grey in the residents dispense history & do not expand this can mean that items have not been handed out on Titan.
If the Pharmacy have confirmed all Clinical Checks & Product matches have been completed. Please request the Pharmacy provides evidence (screenshot of the Titan timeline) where is displays as handed out as further investigation may be required.
Steps/information required for investigation:
1. The RXID will be visible on Atlas Pharmacy by viewing the Rx. (Prescription ID can be found on the right side of the Rx).
2. Raise a Ticket with Titan with the examples provide to see if they can see any issues from their end or if they are able to re-send the data.
3. If the above doesn't resolve the issue the TITANID will be required.
4. Dev will also require the label numbers for the items dispensed. The label numbers can be found on the Titan>item timeline or the the dispensing label itself.
5. Escalate to Product for further investigation.