Dr. First has a scheduled maintenance window upcoming. Here is the notice:
Dear Valued Partner,
DrFirst is performing scheduled system maintenance during daylight saving time on Sunday November 7, 2021 between 12:00 AM ET to 04:00 AM ET.
During the scheduled maintenance period, ALL of the following applications will be UNAVAILABLE:
- Rcopia
- EPCS
- MedHx
- Patient Advisor
- Java Engine Middleware (JEM)
- iPrescribe
Please note that this maintenance will affect ALL Production environments.
UPDATE 11/1/21 2pm EST: This issue has been resolved
Update from Dr. First:
Date: November 1, 2021
Details
Products Impacted: Rcopia
Transaction Types Impacted: Rcopia Login
Specific Impact: Some customers may be experiencing intermittent performance issues when attempting to access Rcopia. Our engineers are working to resolve this issue. We apologize for the inconvenience.
For any questions, please go to help.drfirst.com or contact your DrFirst account manager.
11/1/21
We wanted to alert you that we have received reports of some issues occurring with Dr. First today. We are still awaiting more information from them and will update you as soon as we can.
Update from Dr. First, 10/12/2021
Dear Valued Customer:
The Covid-19 pandemic has caused many companies nationwide to experience significant staffing shortages due to illness, quarantining, and a newfound desire from employees to continue to work in remote environments. Unfortunately, DrFirst was not immune to these challenges over the past few months, and they have resulted in unexpected delays in customer response time.
Unlike many companies who have begun limiting their service hours due to staffing shortages, we know that we must continue offering 24/7 customer support because healthcare does not sleep. We are dedicated to quickly finding ways to expedite our customer response times to provide the level of service you should expect and deserve.
We are working to improve our customer service in the next 30-90 days through a variety of ways:
- Actively hiring and training additional customer service staff
- Implementing a callback feature to reserve your place in line without having to wait on hold
- Implementing a new customer service platform to increase automation and provide more robust self-service options, as well as online chat functionality
- Providing a new customer portal that includes an extensive knowledge base library
We are committed to providing exceptional service, and we appreciate your patience and understanding as we put in place these new upgrades and increase our staffing. If you have questions or comments, please reach out to your account manager.
Thank you for your continued partnership.
 |
 |
 |
 |
 |
 |
 |
10/1/2021
We have compiled a list of common inquires we have been receiving regarding Rcopia 4.
Since the cutover to RCOPIA4 a number of customers have had some common questions regarding RCOPIA4 functionality. Below are a few comments regarding customer inquiries regarding RCOPIA4 that answer a number of questions that have come into our Helpdesk:
- Undelivered Scripts:
Dr First will automatically flag a script as ‘undelivered’ if a pharmacy does NOT ‘accept’ the script within 24 hours. Note that Pharmacies are also seeing these scripts differently than previously (this is through Surescripts and not Dr First per se – Dr First sends to Surescripts and Surescripts sends to the pharmacy).
Or via the Prescription Report screen at the top of RCOPIA4 and selecting Undeliverable as the Status:
What to do when you see that a script has be flagged as ‘undelivered’?
Check out the Transmission history on the script by double clicking script in question.
- If a script shows ‘verified’, this is an indicator that it was delivered to the pharmacy and that the pharmacy has accepted it
- If a script says rejected, this means there is an issue sending to the pharmacy – try sending this again (renew icon on the undelivered script screen) again and it fails again, create a ticket with us to investigate
As an FYI, here is a Transmission History of a successful delivery:
If you find, a script that was undelivered you can hit the renew icon to queue up the scrip again for sending
Note: that if you want to know why the script was not delivered, the following is required:
If you see a pattern regarding Undelivered scripts (where you see an issue with a common pharmacy, a common medication, etc), enter a ticket into Zendesk within a 10 day period for TenEleven to open a ticket with Dr First
Note that Dr First will often attribute this to a training issue on the pharmacy end but they need to know of an issue in order to confirm this. Within the ticket you send to us through Zendesk, you will need to include the scripts Order# (see screenshot above) in order for Dr First to investigate.
- Can Formulary and Clinical Alerts be suppressed?
RCOPIA4 does not allow for Formulary Alerts to be suppressed. However, Clinical Alerts can be suppressed for up to 1 year.
- Can Patient Advisor be turned off?
Patient Advisor cannot be fully turned off but you have the following options available:
UPDATE 5:14 pm EST
Dr. First is confirming this has been resolved:
Specific Impact: Some customers may have experienced intermittent performance issues when attempting to login to Rcopia. Our engineers have resolved this issue and normal functionality has been restored. We apologize for the inconvenience.
9/20/21
We’ve received the following communication from Dr. First:
Details
Products Impacted: Rcopia
Transaction Types Impacted: Rcopia Login
Specific Impact: Some customers may be experiencing intermittent performance issues when attempting to login to Rcopia. Our engineers are working to resolve this issue. We apologize for the inconvenience. For any questions, please go to help.drfirst.com or contact your DrFirst account manager. Thank you,
The DrFirst Team
(866) 263-6512
Update 9/15
Topic: How can I see undeliverable prescriptions at the agency level?
If you are having occurrences, where your e-prescriptions are not being successfully delivered to the pharmacy, you may want to consider the following:
Have TenEleven turn on a menu option under Day to Day that will launch the Dr First Prescription Report in agency mode versus single patient mode.
Send a ticket to the Helpdesk to turn on an option in the Day to Day menu called ‘eprescribing notifications’.
Understand that this is not fully complete but it does provide 2 hyperlinks that will open Dr First in ‘All Patient’ mode (versus single patient). The 2 links will identify any Pending or Renewal scripts at the agency level.
Clicking on any of these will open the Prescription Report for Pending or Renewal scripts for the entire agency.
However, once the Prescription Report is opened from here (All Patient mode), you can then change the Status type of scripts you want to report on to ‘Undelivered’. This will show any undelivered scripts at the agency level and not require a Provider to review every patient to see if their script was delivered as expected.
NOTE: This screen is accessible through Access Level permissions (Administration à Access Levels) so that you can give proper access if need be.
Update 9/1
Please click the button below to view a short training video, detailing Rcopia 4 updates.
IMPORTANT UPDATE 8/24
We have been notified that the Rcopia 4 release is now Live. We were unaware this would be happening a day early and apologize for the inconvenience this has caused for you. You can access the newest manual but going to eCR University > Training > Modules > Dr First Rcopia 4.
Please share this information with any staff as well.
The newest version of Rcopia for DrFirst, Rcopia 4 will be enabled Wednesday, Aug 25th.
Here is some info regarding changes to “Favorites” within Rcopia 4:
