Southern Cross Troubleshooting

[Revised July 2015]

If a Southern Cross claim on a patient’s script is not sending to Southern Cross or is coming up with an error please follow these instructions:

• Go to the RxOne Start Menu, Tools, Options, Disp Switchboard

• Click the button "Test Southern Cross"

• Click the "Switch on Diagnostics" button.  (HealthSoft, please ask the pharmacy to call us when they next have a Southern Cross script.)

• HealthSoft will turn off the Diagnostics (click the button “Switch Off Diagnostics”) after a Southern Cross script has been processed. At this point an email with the diagnostic data will be automatically sent to Southern Cross and to HealthSoft

Note

The  "Switch on Logging" tick box gives lower level logs, e.g. the basic message  (what was sent in the claim)

Diagnostics sends much more information including things like security headers

Additional Notes

Bag Label

When a Southern Cross script has been finished on the dispensary screen, there will be a delay in the receipt printing as we are waiting for the Southern Cross response. However, a bag label will immediately print out to let you know something has happened. On the bag label we have clarified the message to say: “Refer to receipt for Southern Cross response”.    

Prompt if no Southern Cross number entered

If you tick the Southern Cross check box on the script and there is no Southern Cross card number recorded in the card details, a prompt to enter the card number will come up. Enter in the card number first then tick the Southern Cross check box on the script and enter in the scripts.

‘Send to Southern Cross’ button

In the situation where you had entered in the script(s) first and then the patient shows you a Southern Cross card: record the card number in the card details field and go back into the script(s) and tick the Southern Cross box, ‘Finish’ script(s). Then highlight the script(s), Select Alt+C or click on ‘Print Duplicate’ to bring up the ‘Print Duplicate’ box. Then tick the ‘Send to Southern Cross’ box.   

‘No Response’ Prompt

A 'No Response' message will come up if the script information has been transmitted to Southern Cross and no response has come back from Southern Cross. In this situation, go to ‘Window’, ‘Options’, ‘Disp Switchboard’,  on the right hand side of screen, under ‘Southern Cross’, select ‘Test Southern Cross’ to test the Southern Cross connection.

‘No Result’ Prompt

A' No Result' message will come up if the script information has been transmitted to Southern Cross and Southern Cross has not returned a result in their response.

Recheck Southern Cross Card

To recheck if the right Southern Cross card number is attached to the patient in RxOne: go to the patient screen, select ‘Utilities’ and select ‘Recheck Southern Cross Card’. This will bring up the list of the people in the Southern Cross database attached to the policy that is linked to the card number. Checked the names and numbers on the list and relink the number.  

Event Audit

Examples:

Southern Cross will sometimes return a response requesting we delete the card number from the person’s details (e.g. they have issued a card number or the policy has been cancelled etc.) RxOne will then automatically remove the

Southern Cross card number.  This will be recorded in the event audit as “Southern Cross card deleted as requested by Southern Cross”.

Whenever you enter in a new number or use ‘Recheck Southern Cross Card’, Southern Cross returns a list of the people on the same policy.  When you accept a number on this list, the event is recorded under ‘Events Audit’ as “Checked Southern Cross Card”.

Family members

In the situation of a family where you have the family members linked in RxOne and the patient has a ‘Family’ policy. I.e. more than one member attached to the policy (note: each member will have their own card number):

After you have accepted the first person’s Southern Cross number, a box will come up asking if you would like to add the Southern Cross number for other members on the policy. Say yes if you want to download the other Southern Cross card numbers to the patients that are in your RxOne database and follow the prompts.

Detailed Steps:

• When you add a Southern Cross card number into a person it will check against the Southern Cross data and a list will come up for you to select the matching person. Select the matching person and ‘Ok. (In ‘Events Audit’, it will be recorded as ‘Checked Southern Cross Card’)

• Then if the policy covers more than one person i.e. it covers other family members and in RxOne you have some of the other family members linked to the person, then a prompt will come up asking if you would like to add the Southern Cross card to other family members.

• Answer ‘No’ if you don’t want to do this now.

• Answering ‘Yes’, will bring up the ‘Select The Correct Southern Cross Patient’ box

• The top blue part will display the next family member in the RxOne database and then below that a list of the people on that policy from the Southern Cross database.

• Check the name in the very top blue box and see if you can find the matching name on the Southern Cross list and then highlight the name on the Southern Cross list and select <OK> to link/download the matching card number. In ‘Events Audit’, if the card is added in via the family list, it will say “Southern Cross card added and checked”.

• RxOne will bring up each family member that is in the RxOne database. When it has reached the end of the family members’ list in RxOne, RxOne will go into ‘New Script’ for you to carry on entering the script(s).