When a patient pays for a prescription renewal, Docnote faxes the prescription to the pharmacy on the request for you. You don't send anything yourself. If the fax doesn't go through, you can correct the number and re-send it from the request.

From payment to fax

1. You send a prescription renewal, from the Rx Renewal form in PS Suite or from Docnote. See How do I send a prescription renewal from PS Suite? or How do I send a prescription renewal from the Docnote portal?
2. The patient gets an email with a link to pay. Until they pay, the request is Awaiting Payment and nothing is faxed.
3. As soon as the patient pays, Docnote faxes the prescription to the pharmacy's fax number. The request shows Sending to Pharmacy.
4. When the pharmacy's fax machine receives it, the request shows Delivered.

The pharmacy receives exactly the prescription you saw with Preview prescription in PS Suite, or the PDF you attached in Docnote.

When a fax doesn't go through

If the fax fails, the request shows Delivery Failed, with the reason the fax service gave, for example:

• The pharmacy's fax line was busy.
• Nobody answered at that number.
• That number isn't a working fax line.
• A person answered, so it looks like a phone number, not a fax line.

The request page tells you whether you can re-send without changing anything, or should check the number first.

Re-send the fax

1. In Docnote, click Service Requests and open the request.
2. Click Edit & retry fax.

3. Check the pharmacy details. Correct the Fax number, or enter a different pharmacy if the patient wants it sent elsewhere.

4. Click Re-send fax.

The request shows Sending to Pharmacy again, then Delivered once the fax goes through. The patient isn't charged again.

Can't get it delivered?

If the prescription can't be faxed at all, you can refund the patient from the request.

Good to know

• One request makes one PDF, even with several prescriptions, and goes to one pharmacy. For two pharmacies, send two requests.
• Docnote checks the fax number when the request is created, before the patient pays. A number that can't be dialled is refused then.