Prescriptions
Every prescription your network has written: the three fulfilment paths, the review window before a queued script auto-sends, and the exact wording of every failure.
Prescriptions is every prescription written across your network — where you finish the ones still waiting on you, and where you read why one failed. You write prescriptions in the chart; this page is the register.
Questions people ask about this page
I opened this page to write a prescription and there is nowhere to write one.
Correct. Prescribing happens on step 4 of the charting workspace, Write a Prescription, inside a visit. This page is the register: history, queue and failures. The one exception is Create prescription at the top right, which starts a standalone record outside any visit.
I pressed Prescribe and nothing was sent. Is it broken?
No — sending takes two presses. Prescribe replaces the form with a read-only pre-send card listing MEDICATION, PHARMACY, QTY, SUPPLY, REFILLS and DIRECTIONS, with Back and one confirm button. That confirm is the point of no return.
What is the difference between sending and saving?
Send transmits to the pharmacy. Save writes the record and stops — the hint says Saving creates a prescription record without sending it to the pharmacy. Which one you get depends on the pharmacy path and on whether the client has pharmacy sending switched off.
Why is there a countdown on a row?
The prescription is Queued for review. Your network sets an editable window — two hours by default — before it submits itself. Inside that window you can Edit, Send now or Cancel it. Editing resets the clock.
A prescription failed. Where does it say why?
Hover the red status pill. Staff get a card with a bold title, a plain-English cause, a line beginning What to do: , and the raw pharmacy message underneath. Patients never see any of it — every failure reads as Processing on their side.
What is the difference between "Fix & resubmit" and "Resubmit"?
Resubmit retries the same prescription unchanged — right when the pharmacy simply did not answer. Fix & resubmit reopens it for editing; sending the correction voids the original record automatically.
Can a Provider Delegate prescribe?
Not as themselves. A provider must approve the review first; the delegate then finishes the prescription against that provider. On the ScriptSure path this goes further: GEN Health signs the delegate into ScriptSure using the prescriber's ScriptSure identity and records the delegate separately in the audit trail. A delegate therefore does not need their own ScriptSure enrolment — but the prescriber must be verified.
Why can I not void this prescription?
Some states are never voidable: Voided, Cancelled, Cancelled by Admin, Delivered, Shipped, Received, Expired, Discontinued. Provider-network roles can void the failure states; client roles can void more of the pre-dispatch ones.
Where to find it
Left menu → Prescriptions. Direct link: /prescriptions. Visible to Provider Network Admin, Provider and Provider Delegate, all with the same surface. Subtitle: View prescription status, fulfillment, and provider follow-up.
The two tabs
| Tab | What is in it |
|---|---|
| Prescriptions | The full register. |
| Requires Approval | Up to two cards. Prescriptions awaiting approval — Saved from charting for provider review and pharmacy submission; empty: No prescriptions require approval. And Prescription drafts — Prepared from reviewed client forms or queued by Client Admins, columns Patient, Client, Medications, Prepared, Status (always the amber badge Awaiting finalization) and the button Review and finalize. |
The page opens on Requires Approval when anything is waiting, otherwise on Prescriptions. ?tab=requires-approval deep-links to it.
What is on this page
| What you see | What it does |
|---|---|
Search Search by medication, patient, provider, or client... | Filters the table. |
| Create prescription | Opens the prescription composer outside a visit. |
| Columns | Prescribed date, Patient, Provider, Pharmacy, Medication, Status, Last updated, and an actions column. |
| Filters and row click | All patients, All medications, All providers, All clients, All pharmacies, All statuses, Last updated and Prescribed date. Clicking a row opens Prescription Details. |
The three fulfilment paths
| Path | How you can tell | What happens when you send |
|---|---|---|
| OnlyScripts | The hint reads This prescription is submitted via OnlyScripts. | The prescription is transmitted from inside GEN Health. Status moves to Sent to pharmacy, then tracking arrives. |
| ScriptSure | The send button is replaced by a card: Click here to open ScriptSure and proceed — Review the patient chart, write prescriptions in the ScriptSure pop-up, then return here when you are finished. | ScriptSure opens in a pop-up. You write the prescription there and come back. GEN Health shows ScriptSure prescription received when the result lands, with a Refresh prescriptions button. Controlled medications can only go this way. |
| Manual | You chose Manual entry in the medication picker, which reveals PHARMACY NAME, MEDICATION NAME, DOSAGE, DIRECTIONS FOR USE, QUANTITY, DAYS SUPPLY and TOTAL REFILLS. The confirm reads Save prescription, with Saving creates a prescription record without sending it to the pharmacy. | A record is written. Someone sends it to the pharmacy outside GEN Health. The queue badge reads Prescription saved. |
Setup for the ScriptSure path lives in ScriptSure e-prescribing. Do not try to invite or enrol anybody from this page.
Where a prescription is actually written
Open the visit, work through to step 4, Write a Prescription. Pick a medication in the MEDICATION field (Select medication → Search medications...) or choose Manual entry and type the pharmacy and drug yourself. Complete the directions, quantity and days supply, then press Prescribe.
Prescribe never transmits. It retitles the section Review prescription(s) — Confirm the medication, pharmacy, quantity, supply, and refills before submitting. — and the confirm button on that card is what sends. On an assessment-first order the first button is not called Prescribe at all: it reads Queue payment, or Hold prescription when the client pays externally. The confirm's wording tells you which route you are on:
| Confirm button reads | What it tells you |
|---|---|
| Send primary prescription / Send prescription / Send N prescriptions | Ready to transmit. |
| Save prescription / Save N prescriptions | Manual mode, or the client has pharmacy sending disabled. |
| Save primary prescription | Add-on prescriptions are queued behind this one. |
| Open ScriptSure / Prescribe via ScriptSure | The pharmacy is ScriptSure; the second form means a controlled medication. |
| Queue prescription payment | Assessment-first order — the patient pays after you queue. |
| Sign and hold prescription | The client pays externally. |
| Save changes | You are editing a prescription that is already queued. |
| Queue prescription | Recommendation-only review. |
| Retry N prescriptions | A previous send failed. |
| Sign & … | Your network signs and prescribes in one action. |
Add-on prescriptions have their own action, Send to patient for payment: each add-on is queued for the patient to review, accept and pay before it reaches the pharmacy.
If the medication picker offers nothing but Manual entry and an empty Search medications..., the client's formulary has no medications mapped. That is a network setup job, not something you can fix from the chart.
How to finish a queued prescription
Open the page
In the left menu, click Prescriptions.
Start with Requires Approval
Click the Requires Approval tab. Anything here is blocked on a person, not on a pharmacy.
Read it, then correct it
Click the row to open Prescription Details. The Summary card carries Rx ID, Written, Quantity, Days supply, Pharmacy, Tracking and Void reason; missing values read Not available.
Click Edit in the status cell. Saving resets the review countdown.
Send it, or let the window expire
Click Send now (busy label Sending...) to dispatch immediately. Do nothing and it submits itself when the window runs out.
Or stop it
Cancel (busy Cancelling...) stops a queued prescription. Void prescription in the row menu kills a written one and asks for a reason; toast Prescription voided.
Check the result
Back on the Prescriptions tab, confirm the status moved. A red pill means it did not — hover it.
Every gate the chart checks before it will send
| Message you get | What to do |
|---|---|
Record a decision before prescribing. | Finish the Attestation/Decision step. |
No encounter provider is linked to this visit. Prescription submission is blocked. | Ask a Provider Network Admin to assign a provider to the visit. |
Complete pharmacy, medication, dosage, and instructions before queueing. | Fill the four fields. |
Enter a valid quantity and days supply before sending. | Days supply must be between 1 and 365. |
Controlled substance medications require the prescriber's DEA number before sending. | Use the inline rescue: Apply for DEA license → State *, DEA number * (format AB1234567), Expiration date, License image/PDF * → Submit for review. An admin must verify it. |
Controlled medication can only be prescribed via ScriptSure | Choose the ScriptSure pharmacy for that line. |
Provider must have a verified ScriptSure prescriber mapping before ScriptSure can open. | The prescriber is not enrolled and verified. See ScriptSure e-prescribing. |
For Vios or VS controlled substance medications, provide SSN (last 4), state-issued ID, or driver license with state before sending. | Add one identity field on the prescribe step. |
Epiq Scripts requires the patient's driver's license number and state before sending. | Add both. |
Clinical difference statement is required for GLP-1 medications (semaglutide, tirzepatide). | Write the statement on the prescribe step. |
Medical necessity statement is required for DiRx prescriptions. | Write the statement. |
Vios does not ship injectable medications to patients in California. Choose a different pharmacy or a non-injectable medication to continue. | Change pharmacy or medication. |
Greenwich pharmacy can handle up to N medications in one prescription. Reduce the medications going to Greenwich to N or fewer before sending. | Split the order across sends. |
That medication is no longer on the live Formulary list. / No Formulary medication matched this product. | Pick a medication that is on the network formulary. |
Select the product the patient will pay for before queueing. | Assessment-first order: choose the product first. |
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Queued for review | Held for review before the patient is charged. | Edit, Send now, or let the window expire. |
| Awaiting patient payment | Written; the patient must pay before it goes out. | Wait. |
| Saved | Written and stored, not transmitted (manual mode). | Send it outside the app. |
| Sent to pharmacy / Submitted to pharmacy | Transmitted. | Wait for tracking. |
| Pharmacy processing / Processing | Being verified or filled. | Wait. |
| On Hold | The pharmacy paused it. | Contact the pharmacy. |
| Action Required / Need Clarification | The pharmacy needs something from you. | Hover the pill and do what it says. |
| Failed / API Submission Failed | The send did not work. | Fix & resubmit or Resubmit. |
| Payment Failed | The pharmacy-side charge declined. | Update the payment method held by the pharmacy. |
| Voided | Killed before dispatch, often by Fix & resubmit. | The replacement carries on. The void reason shows under the badge. |
What can go wrong
| Tooltip title | What to do |
|---|---|
| Prescriber DEA number required | Add the DEA number to the prescriber's profile, then resubmit. |
| Prescriber not licensed in this state | Reassign to a prescriber licensed in that state, or add the licence to their profile. |
| Prescriber not assigned to this client | Assign the provider to the client in network settings, then resubmit. |
| Prescriber not registered with the pharmacy | Finish the prescriber's pharmacy registration, then resubmit. |
| Pharmacy does not dispense to this state | Send it to a pharmacy that covers the patient's state — or correct the patient's address if the state is wrong. |
| Medications come from different vendors | Send one prescription per vendor and resubmit each. |
| Quantity not accepted / Directions too long | Open the prescription, correct the field, resubmit. |
| Supplies missing | Open the prescription, add the syringe or needle supply, and resubmit. |
| Shipping address incomplete / Patient details missing | Correct the patient's address or profile, then resubmit. |
| Client is in sandbox mode | Turn off sandbox mode in the client's settings, then resubmit. |
| Pharmacy rejected our credentials | Ask Gen Health support to refresh the pharmacy credentials for this client. |
| Pharmacy did not respond | Resubmit — this usually clears on the next try. |
| Gen Health system error | Contact Gen Health support with this prescription ID — no pharmacy action is needed. |
| Prescription could not be sent | The fallback. Resubmit the prescription. If it fails again, contact Gen Health support. |
The patient sees none of this. Every failure state is shown to them as Processing with the line "Your care team is finishing this up." The one exception is a declined patient card, which they see as Payment issue because only they can fix it. If a patient says "it just says processing", they are not being fobbed off — open the row and read the real status.
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