Partner Portal

The Partner Portal gives authorised prescribers and clinic team members a focused place to work with a pharmacy. The pages and actions shown in the portal depend on the permissions assigned by the pharmacy.

This guide will help you:

• Select your clinic and manage the patients and notes available to you.
• Create and review orders and respond to prescription change requests.
• Use clinic billing and maintain your prescriber profile when your access allows it.

Understanding your access

Portal access is cumulative:

‘Billing Access’ is separate. The ‘Billing’ page is available when the pharmacy grants this access and links a billing account to your clinic.

Your pharmacy may also limit which products you can use and whether you can see pricing, formulation details, or order item status.

Signing in and selecting a workspace

1. Open the invitation email and complete the sign-in process.
2. After signing in, use the ‘Workspace’ switcher in the portal navigation.
3. If you can access more than one pharmacy workspace, first select the pharmacy.
4. Select the clinic you want to work in.

The current clinic controls the patients, orders, products, messages, and permissions shown in the portal. When only one pharmacy or clinic is available, the portal may select it automatically.

Using the Home page

The Home page shows:

• A message from the pharmacy, when one has been configured for the clinic.
• ‘Recent patients’, with a link to view the complete patient list.
• ‘Recent orders’, when your access includes history.
• Shortcuts to ‘New Order’ and ‘Find Patient’, when those actions are available.

The navigation only shows areas allowed by your permissions. For example, ‘Recent orders’ is hidden when you only have patient access.

Managing patients

Finding a patient

1. Select ‘Patients’.
2. Search by patient name, email, or phone number.
3. Select anywhere on a patient row to open their record.

The patient page displays contact and clinical details and, when permitted, previous orders and patient notes.

Creating a patient

1. Select ‘Patients’ and click ‘Create Patient’.
2. Enter the patient's identity and contact details.
3. For an animal patient, also enter the owner, species, age, weight, and sex as applicable.
4. Find and select the address, or choose to enter it manually.
5. Confirm that you have the patient's or animal owner's consent to share their information with the pharmacy.
6. Click ‘Create’.

Editing a patient

1. Open the patient.
2. Click ‘Edit Patient’, or select an individual editable detail.
3. Update the required information.
4. Click ‘Save’.

Deceased patients can remain visible for historical review but cannot be edited or used for a new order. Archived patients are normally excluded from patient searches and cannot be edited or used for new orders.

Patient history

With history access, the patient page and order screen can show previous portal orders and dispensed scripts. The pharmacy controls patient sharing, portal-order sharing, and dispensing-history sharing separately. Being able to find a patient does not give you access to every order or script for that patient.

Shared portal orders belong to the selected clinic. Shared dispensing history can include scripts from the clinic's linked prescribers even when they were prescribed through another clinic.

To reorder, open an accessible portal order from ‘Recent orders’ and select ‘Reorder’. Viewing a dispensed script in patient history does not by itself give you access to a portal order.

Private and shared patient notes

Patient notes are available to linked prescribers in clinics other than pharmacy clinics. They stay with the patient and are not printed on the prescription.

• Add notes from the patient page or while creating an order.

• Private notes are visible to their author. When clinic patient sharing is enabled, you can choose to share a note with the clinic's other prescribers.

• You can edit or delete your own notes and change their importance or privacy where available. Shared notes written by another prescriber are read-only.

• Notes marked to show a popup appear in an ‘Important patient notes’ message.

Check the private/shared setting before adding a note; the portal remembers your choice. Enabling patient sharing does not automatically make existing private notes shared.

Creating an order

1. Select ‘Create order’ or click ‘New Order’.
2. Search for and select an existing patient.
   1. Search results include additional patient details to help distinguish similar records.
   2. To create a patient during the order, click ‘Add a new patient’, complete the form, confirm consent, and click ‘Add Patient’.

   • A patient added inside the order is not created until the order is submitted. If you leave the order before submission, that new patient is not saved.

3. Click ‘Add item’.
4. Browse Product Collections or search the available products, then select the required quantity and price option when shown.
5. Review the prescription item:
   1. Confirm the medication name, quantity, route, and dosage form.
   2. For an editable compound, open the item to review or adjust its formulation details.
   3. Choose a standard direction or ‘Custom directions’, then review the editable directions.
   4. Add item notes when required.
   5. Select or enter the number of repeats.
   6. Use ‘Attach files’ to add supporting documents when required.
   7. In a pharmacy clinic, use the order-item notes and ‘E-script Barcode’ field when available.
6. Add further prescription items if required.
7. Review the patient's history and notes when available.
8. Click ‘Place order’ and wait for the submission to finish.

Linked prescribers can click a product's star to add it to ‘Favourites’ in the product picker. Select favourite products from that list, drag them to change their order, or click the star again to remove them.

Reviewing previous orders

1. Select ‘Recent orders’.
2. Search by patient or medication.
3. Use ‘Order date’ to select a date range. Use ‘Status’, when available, to filter by ‘New’, ‘Dispensed’, or ‘Cancelled’.
4. If clinic sharing is enabled, choose:
   1. ‘My Orders’ for your own eligible history.
   2. ‘Entire Clinic’ for eligible orders across the clinic.
5. Select anywhere on an order row to open it.

The order list shows the order ID (unlock code), order date, patient, prescription item, repeats, and item status when the pharmacy has made that status visible.

On the order page you can:

• Review the patient and prescription details.
• Open or download the A4 prescription PDF when one is available.
• Click ‘Copy summary’ to copy a text summary to the clipboard.
• Click ‘Reorder’ to start a new order when your access includes ordering.

• Click ‘Cancel prescription’ for an eligible item and record a reason. Cancellation affects that item; other items on the order are unchanged.

If ‘Choose items to reorder’ appears, select the required items and click ‘Continue’. Review the patient, quantities, directions, and repeats before placing the new order. Reattach any supporting files needed for the new order.

When a compound's formulation has changed, review the changes and select ‘I have reviewed and accept the updated formulation’ before submitting. Reordering creates a new order; it does not change the original prescription.

Reviewing prescription change requests

Linked prescribers with history access can open ‘Change requests’ to review changes proposed by the pharmacy for their prescriptions. The navigation badge shows the pending request count.

1. Select a request under ‘Pending requests’.
2. Review the patient, the ‘Note from pharmacy’, and the current and suggested prescription details. Use ‘View original order’ if needed.
3. To accept, click ‘Review and reissue’, then ‘Confirm and reissue’. This requires ordering access. The portal issues the replacement prescription before cancelling the original.
4. To decline, click ‘Dismiss’, optionally enter a ‘Note to pharmacy’, and confirm. Dismissing a request leaves the original prescription unchanged.

Completed requests appear under ‘History’. A prescription that has already been dispensed or cancelled cannot be replaced through this process. If the portal asks you to review the recipe on the ordering screen, contact the pharmacy and create a new prescription after reviewing the compound.

Using Billing

The ‘Billing’ page shows the billing account linked to the selected clinic. It can include invoices and payments beyond your own portal orders.

1. Select ‘Billing’ and check the account name and ‘Balance due’.
2. Choose a ‘Statement period’ to review ‘Invoices and payments’.
3. Select an invoice to view its document, then open or download the PDF when available.
4. For a closed billing period, select ‘Download Statement’ and choose ‘PDF’, ‘Excel’, or ‘CSV’. Statements cannot be downloaded until the period closes.

When card payments are enabled and there is a balance due:

1. Click ‘Pay account’.
2. Review the amount, any card surcharge, and the total.
3. Enter the card details and click ‘Pay’ for the displayed total.
4. Complete any requested payment authentication and wait for confirmation.

If online payment is unavailable, contact the pharmacy to arrange payment.

Updating your prescriber profile

Linked prescribers with ordering access can select ‘My profile’ to maintain the details used on generated prescriptions.

1. Open ‘My profile’.
2. Review your name and qualifications.
3. Review your email, mobile, phone, and fax numbers.
4. Review your practice address.
5. Click ‘Save’.

The prescriber number is shown for reference and is maintained by the pharmacy. Contact the pharmacy if it is missing or incorrect.

Troubleshooting

I cannot see the expected clinic

• Confirm that you selected the correct pharmacy in the Workspace switcher.
• Ask the pharmacy to confirm that your portal user is linked to the clinic.

• If you are a prescriber, ask the pharmacy to confirm your prescriber membership is active.

I cannot create an order

• Confirm with the pharmacy that you have ‘Patients + History + Ordering’ access.
• Ask whether ordering is disabled for the clinic.
• Confirm that the patient is active and not recorded as deceased.

I cannot find a product

• Ask the pharmacy whether your account has access to all products or only selected Product Collections.

• Confirm that you selected the correct clinic.

I cannot see another user's patient or order

• Ask the pharmacy to review patient, order, and dispensing-history sharing for the clinic.
• Confirm that your access level includes the required area.

I cannot see Billing or pay the account

• Ask the pharmacy to check your ‘Billing Access’ and the clinic's linked billing account.

• ‘Pay account’ is available only when card payments are enabled and there is a balance due.

A prescription PDF is not available

• Confirm that the order was submitted by an account linked to a prescriber.
• Ask the pharmacy to review the linked prescriber details and clinic membership.