Clinics

The Clinics area connects a pharmacy workspace with prescribers and other authorised clinic team members. Each clinic provides a boundary for its portal users, patients, orders, billing, and product access.

This guide will help you:

• Create and manage clinics and link their prescribers.
• Invite Partner Portal users and manage their access and product permissions.
• Configure clinic sharing, ordering, billing, and prescription settings.

Understanding clinics and portal access

A prescriber's portal login follows their active clinic memberships, so one login can access several clinics in the pharmacy workspace. A non-prescriber portal user is assigned directly to one clinic. Partner Portal access is cumulative:

‘Billing Access’ is managed separately from these access levels. Product access is also separate: a portal user may be allowed to use all available products or only selected Product Collections. For a prescriber linked to several clinics, these user permissions and product restrictions apply across those clinics; each clinic's own settings still control its portal behaviour.

Setting Partner Portal workspace defaults

Workspace settings control portal-wide options. Clinics can override visibility, additional prescription content, and the order notification template.

1. Open the workspace settings page.
2. Select the ‘Partner Portal’ tab.
3. Choose the default visibility for:
   1. Product pricing.
   2. Formulation excipients.
   3. Formulation bases.
   4. Order item status, such as ‘New’ or ‘Dispensed’.
4. Set ‘Allow Partner Portal Card Payments’, when available. Card payments also require a connected Nuvei payment service, a linked clinic billing account, and user billing access.
5. Choose ‘Receive Portal Order Confirmation Emails’ to notify the pharmacy when an order is received. Enter a ‘Portal Order Notification Email’, or leave it blank to use the pharmacy's email address.
6. Add any ‘Additional Prescription Content’ that should appear on prescriptions generated from Partner Portal orders.

   • Additional prescription content supports formatted text. Use it for stable pharmacy information that should appear on generated prescription documents. Patient- or order-specific instructions should be entered in the order itself.

7. Select the default ‘Partner Portal Order Email Template’, if applicable.
8. Click ‘Save’.

Creating a clinic

1. Open ‘Clinics’ from the workspace navigation or settings search.
2. Click ‘Create Clinic’.
3. Enter the ‘Clinic Name’ and select a ‘Clinic Type’.
   1. Select ‘+ Add Clinic Type’ if the required type does not exist.
   2. Use a pharmacy clinic type for a pharmacy partner. Pharmacy clinics have order-item notes and, when available, an e-script barcode field instead of the prescriber patient-notes workflow.
4. Enter the clinic's email address and phone number.
5. Enter the clinic address.
6. Add clinic prescribers as required.
   1. Search for an existing prescriber and select them.
   2. Review any suggested prescribers shown from matching clinic information.
   3. Use ‘Add All’ only after confirming that every suggestion belongs to the clinic.
7. Click ‘Create’.

Invite new portal users after the clinic has been created. Linking a prescriber who already has a portal login in this workspace makes the clinic available to that login; prescribers without a portal login still need an invitation.

Finding and managing clinics

1. Open ‘Clinics’.
2. Search by clinic name, suburb, or state using the search search bar.
3. Use ‘Clinic Type’, ‘More Filters’, or ‘sort Sort By’ to refine the list.
   1. ‘More Filters’ can include archived clinics and filter by Partner Portal ordering status.
4. Select anywhere on a clinic row to open it.

The clinic overview shows its details, prescribers, portal users, activity, and Partner Portal configuration. Use ‘Edit’ to change the clinic. Depending on your permissions, the clinic's action menu also allows you to archive or unarchive it.

Linking clinic prescribers

Prescriber membership determines which prescribers belong to the clinic and which prescribers can be offered a linked portal account.

1. Open the clinic.
2. Find the ‘Clinic Prescribers’ section.
3. Use the suggestions, or click ‘Add Prescribers’ and search for an existing record.
4. Review the prescriber name, email, and prescriber number before adding them.
5. To remove a prescriber, use the remove action beside their record and confirm the warning.

Configuring a clinic's Partner Portal

Open the clinic and select ‘Edit’. Configure the following sections as required.

Partner Portal settings

• ‘Order Workflow’ — creates the pharmacy customer order using the selected workflow when a portal order is received. Select a workflow if portal submissions should create customer orders.

• ‘Billing Account’ — associates portal orders with a billing account and makes that account available to portal users with ‘Billing Access’. They can see its account balance, invoices, payments, and closed-period statements, including activity beyond their own portal orders.

• ‘Send Portal Order Confirmation Receipts’ — emails the clinic for each received portal order. Enter the clinic email address before enabling this setting.

• ‘Order Notification Email Template’ — overrides the pharmacy default when more than one suitable template is available.

Partner Portal message

Enter an optional message shown on the portal Home page, then choose its importance. Higher importance settings make the message more prominent; ‘Show a popup’ also opens the message in a dismissible modal.

Prescription document

Leave ‘Use Workspace Default’ enabled to inherit the pharmacy's additional prescription content. Disable it to enter clinic-specific formatted content. A deliberately empty clinic editor suppresses the workspace content for that clinic.

Portal visibility

For pricing, excipients, bases, and item status, select one of:

• ‘Use workspace default’.
• ‘Yes’ to show the information for this clinic.
• ‘No’ to hide it for this clinic.

Portal sharing

• ‘Share Patients Between Portal Users’ allows users to work with patients shared across the clinic's orders and linked prescribers. It also allows prescribers to explicitly share patient notes with the clinic. Existing private notes remain private.

• ‘Share Orders Between Portal Users’ allows authorised users to view Partner Portal orders attributed to this clinic and switch between ‘My Orders’ and ‘Entire Clinic’.

• ‘Share Dispensing History Between Portal Users’ allows authorised users to view scripts from the clinic's linked prescribers. These can include scripts prescribed through another clinic.

Patient notes are available to linked prescribers in non-pharmacy clinics. Only the author can edit or delete a note; other prescribers can read notes explicitly shared with the clinic.

Ordering

Enable ‘Ordering Disabled’ to prevent every portal user in the clinic from creating new orders. This clinic-level setting takes precedence even when an individual user has ‘Patients + History + Ordering’ access.

Click ‘Save’ after reviewing the changes.

Inviting Partner Portal users

1. Open the clinic.
2. In ‘Portal Users’, click ‘Add User’.
3. Choose the user type:
   1. ‘Prescriber’ links the invitation to an active prescriber already attached to the clinic.
   2. ‘Non-Prescriber’ creates access for another clinic team member.
4. Select the prescriber, or enter the non-prescriber's name and email address.
5. Select one access level: ‘Patients’, ‘Patients + History’, or ‘Patients + History + Ordering’.
6. Enable or disable ‘Billing Access’ independently.
7. If product collections are available, choose either:
   1. ‘Access All Products’, or
   2. One or more Product Collections.
8. When granting ordering access, review any displayed monthly charge and accept the terms of service if the workspace's free ordering-user allowance has been reached.
9. Click ‘Confirm & Invite’.

The user receives an invitation at the supplied email address. A prescriber invitation uses the details from the selected prescriber record.

If a prescriber already has portal access in this workspace, link their prescriber record to the clinic instead of inviting a second login. A non-prescriber invitation needs an email address that is not already an active user in this workspace.

Editing or removing Partner Portal access

1. Open the clinic.
2. Find the user in ‘Portal Users’.
3. Click ‘Edit’.
4. Change the access level, billing access, or product scope.
5. If upgrading to ordering access takes the workspace over its free allowance, review the charge and accept the displayed terms.
6. Click ‘Save Permissions’.

To remove access, click ‘Remove User Access’ in the permissions window and confirm. This removes the user's Partner Portal login for the whole pharmacy workspace, including access through other clinics. It does not delete the clinic or its patient and order history. To remove a prescriber from just one clinic, remove their clinic membership instead.

Reviewing clinic orders and prescription changes

Use the ‘Partner Portal orders’ report to search and export portal orders. To propose a prescription change:

1. Open the linked draft and find its ‘Paper Prescription’ section marked ‘Via Portal’.
2. Open the prescription action menu and select ‘Suggest change’, when available.
3. Review the original details, enter the suggested changes and any note, then click ‘Send to prescriber’.

The prescriber can accept and reissue when their access includes ordering, or dismiss the request with an optional note to the pharmacy. Acceptance issues a replacement prescription before cancelling the original. A dispensed or cancelled prescription cannot be replaced this way.

Troubleshooting clinic portal access

A user cannot see the expected clinic

• Confirm that the portal user is linked to the clinic.
• For a prescriber account, confirm that the prescriber membership is active.
• Confirm that the clinic is not archived.

A user cannot create an order

• Confirm that the user has ‘Patients + History + Ordering’ access.
• Confirm that ‘Ordering Disabled’ is not enabled for the clinic.
• Confirm that the user has access to the required products or Product Collections.

Users cannot see shared patients, orders, or dispensing history

• Review ‘Share Patients Between Portal Users’, ‘Share Orders Between Portal Users’, and ‘Share Dispensing History Between Portal Users’ independently.

• Confirm that each user has the required access level.

A user cannot see Billing or pay the account

• Link the correct ‘Billing Account’ to the clinic and grant the user ‘Billing Access’.

• Check ‘Allow Partner Portal Card Payments’ and the Nuvei connection if card payment is needed.

• ‘Pay account’ appears only when payment is enabled and the account has a balance due.

A generated prescription PDF is unavailable

• Confirm that the order was submitted by an account linked to a prescriber.
• Review the prescriber's details and clinic membership.

The clinic did not receive an order email

• Confirm the clinic email address.

• Review ‘Send Portal Order Confirmation Receipts’ and the selected notification template.

• For missing pharmacy notifications, check ‘Receive Portal Order Confirmation Emails’ and ‘Portal Order Notification Email’ in workspace settings.