Enquiries

Any call or correspondence received by DDU can be recorded as an enquiry.

You can also create an enquiry from an investigation (see below) or a Regulatory Patient Profile .You can also create an enquiry from an entity (practitioner, organisation, or regulatory patient profile).

Enquiry Search

Enquiry Search provides access to all enquiries logged in ScriptCheckSA, regardless of Status.

Enquiries also display in all the ScriptCheckSA entities they are linked to, such as Practitioners, Patients or Investigations.

  1. From the navigation menu, select Enquiries.

  2. (If required) Modify the Date Range filter.

    The default Date Range is set to the last three months and can be changed in order to retrieve older enquiries.

  3. (If required) Apply additional filters to each column header.

    Enquiry Search displays all the enquiries (50 per page) in ScriptCheckSA, with their Number, Date, Caller Details, Topic, etc ...

    It also displays the name of the user who created the enquiry (Raised by), the count of Open Tasks linked to this enquiry, and the count of Correspondence items attached to the enquiry.

  4. Click to open Enquiry Details to edit the enquiry (if required).

Create Enquiry

This function is available to users with the relevant roles: Regulator or Regulator Support.

  1. From Enquiry Search, select Create Enquiry.

  2. In the new Enquiry form, provide summary details for this enquiry:

    3. These fields are pre-filled:

    • Date raised: Today's date

    Status

    Mandatory

    • Open (Default)
    • Closed - The enquiry is read-only, except for Notes.

      Once closed, an enquiry cannot be re-opened.

    Source

    Mandatory

    • Inbound - Received by DDU.
    • Outbound - Initiated by DDU.

    Contact format

    Mandatory

    • Email
    • Letter
    • Phone call

    Caller name

    Enter the name of the caller in the text field.

    Caller Type

    Mandatory

    Select from the list.

    • Other— if selected, you must enter details in the text field.

    Topic

    Mandatory

    Select from the list.

    • Other—if selected, you must enter details in the text field.

    When an enquiry is started from the patient profile, patient details are pre-populated.

    Search

    Link this enquiry to the relevant patient(s), if applicable.

    The patient details displayed Patient Search Results are sourced from the patient profile.

    1. Expand the Patients section.
    2. Enter at least one character in First Name or Surname. Optionally, enter one or more character in Date of Birth, or the patient's IHI Number, then select Search.

      A list of matching patients displays in Patient Search Results.

    3. From Patient Search Results, select the relevant entry.
    4. Click through to view more patient details and make any required changes. 
    5. Select the relevant entry and add it to the Patient section. 

      Select is disabled if the patient only has a medication history.

      If the patient you want to link to only has a medication history, you must first create a patient profile for this patient.

      See Patient Profile

    6. Once the selected patient has been added, do one of the following (if required):
      • View patient - Open the profile to view the full patient details and make any required changes.
      • Remove patient - If your patient selection is incorrect.

    View Patients

    The selected patient(s) display(s) in the Patient grid on the Enquiries page.

    Remove - Remove this row from the grid.

    Link this enquiry to the relevant practitioner(s), if applicable.

    Search

    1. Search by Name, Surname, or Unique ID.

      You must enter at least one character in either the First name or Surname fields or a valid ID number.

      A list of matching practitioners displays in Practitioners Search Results.

    2. In Practitioners Search Results, use the column headers to sort or filter the results.

    3. Select the relevant entry.

    4. Click through to view the full practitioners details and make the required changes.

    5. Select the practitioner to add it to the grid.

    6. (If required) In the grid, select delete to remove a line entry. For example, if your profile selection is incorrect.

    7. Once the selected entry has been added to the grid, do one of the following (if required):

      • View practitioners - Open the profile to view in Practitioners Details and make any required changes.

      • Remove practitioners - If your prescriber selection is incorrect.

    8. Save your changes to return to the Authority.

    View Practitioner

    The selected practitioner(s) display(s) in the Practitioners grid on the Enquiries page.

    Remove - Remove this row from the grid.

    While the enquiry is Open, Add Organisation records to link to this enquiry.

    Add Organisation

    1. Enter at least one character in Name, Suburb, Postcode or enter the Pharmacy Approval Number.

    2. If required, apply additional filters to each column header.
    3. Select the relevant entry (or entries), then Save to add it to the grid (or Cancel to return to the previous page).
    4. If you cannot find the organisation, select Create Organisation to be re-directed to the Organisations page.

      See Organisations

    Provide contact information about the parties associated with this enquiry.

    Add contact

    Provide name, address and role details about the contact person:

    Other actions:

    • Remove - Remove a contact from the grid. The regulatory event must be Open.
    • Cancel - Close the contact form without saving your changes.
    • Save - Save the contact details, then confirm at the prompt.

    When the enquiry is saved, your description is saved as a note and cannot be overwritten. Further recommended actions can then be added.

    Accepts up to 2000 characters.

    Enter information to describe the purpose of this regulatory event in the text field.

    Each entry saved in the Description field is accompanied by a Date/Time stamp and the name of the logged in user.

    Up to 20 descriptions are displayed in reverse chronological order.

    • Select Show More ... to display older entries.

    When the enquiry is saved, your recommended actions are saved like a note and cannot be overwritten. Further recommended actions can then be added.

    Accepts up to 2000 characters.

    Enter information about the actions recommended by DDU as result of this Enquiry or Investigation.

    Each saved entry is accompanied by a Date/Time stamp and the name of the logged in user.

    Up to 20 entries are displayed in reverse chronological order.

    • Select Show More ... to display older entries.

    Create Investigations

    Create a new investigation and link it to this enquiry.

    The Investigations grid displays up to 50 investigations associated with this enquiry, sorted in reverse chronological order.

    See Investigations. You can only create and link an investigation while this enquiry is Open.

    • Save - New investigation is linked to this enquiry.
    • Cancel - New investigation is created (in Investigations), but not linked to this enquiry.

    View Task

    Related tasks display (10 per page) in reverse chronological order in the grid.

    • (If required) Apply additional filters to each column header.
    • (if required) Select any column header to sort.

    Create Task

    When the logged in user has the Regulator role, the Create task screen displays with Status set to Open (by default).

    • Priority - (Optional) Low, Medium, High

    • Status - (Mandatory) Open or Closed

    • Assigned to - (Mandatory) Select the relevant user role.

      All tasks assigned to your user role display on the Tasks Dashboard.

    • Due Date - (Mandatory) Must be a future date.

    • Date Created - (Read-only) Today's date

    • Administrative task type - Select from the list.

    • Regulatory task type - Select from the list.

    • Notes - 1000 characters max.

    When the logged in user has the Regulator Support role, the Create task screen displays default values for the most common task type for this role:

    • Priority: Low

    • Status: Open

    • Assigned to: Regulator

    • Due date: 14 business days after Date created (excluding weekends)

    • Administrative task type: Upload document for review.

    • Regulatory task type: This field is not displayed.

    When all the mandatory fields have been completed, Save is enabled.

    The task is visible on the Dashboard screen to users with the relevant role.

    Correspondence related to an enquiry is visible to users with the relevant role.

    View correspondence (in grid)

    All correspondence is displayed in the grid in reverse chronological order.

    • Open - Select the Filename to open the attached document (and download it).

    • Edit - Select Edit to modify the document details displayed in the grid.

    • Delete - Select Delete to remove the document from the grid. This only applies to uploaded documents.

    Your document has been deleted successfully.

    Attach any digital copy of letters associated with this patient.

    • Date of document - Date the document was created or obtained by the user.

    • Document type - Select from the list.

    • Source

      • Inbound - Received by DDU (Default).

      • Outbound - Initiated by DDU.

    • Sender/Recipient - Either the person or organisation who provided the document, or for whose benefit the document was uploaded.

    • Sensitive - By default, all uploaded documents are flagged as Sensitive. Practitioners cannot view this document in the Practitioner portal, unless the flag is removed.

      Correspondence attached to an organisation cannot be viewed or accessed by practitioners.

    • Choose file - Select a single file to be uploaded. Max size is 4 MB.

    • Drop file here - Drag-and-drop a file to be uploaded.

    • Upload - The document is uploaded to ScriptCheckSA.

      Your document has been successfully uploaded.

      If the document's file type is not allowed, or if malware is detected, the upload is not permitted.

      The document selected is not a permitted file type.

      The document selected did not pass the malware scan and has been rejected.

    • Cancel - The document is not uploaded.

    Edit document details

    Select Edit to modify the document details displayed in the grid.

    If the document was uploaded, all Document Details can be edited.

    If the document was generated by ScriptCheckSA, you can only modify two entries.

    • Document status: To be reviewed, In review, Review completed

    • Sensitive: Remove this flag if you want the document to be displayed in the Practitioner portal.

    Notes can be added after this enquiry is Closed.

    Optional

    Notes are visible to other regulators.

    1. Enter your note (up to 1000 characters), then Save.

      The Notes section displays 20 of the most recently added notes, sorted in reverse chronological order.

      Each note displays with a Date/Time stamp and the name of the user who created it.

    2. Select Show more to display all notes.

  3. Save the enquiry.

    All the enquiry details and uploaded correspondence are saved.

    Upon saving, ScriptCheckSA generates a unique Enquiry Number which is displayed (top right) in the Enquiry form.

    A success message is displayed.

    Your Enquiry has been updated successfully.

    If you leave the enquiry without saving your changes, the changes are lost and the uploaded documents are removed.

Process an enquiry submitted by a practitioner

Enquires submitted by a practitioners are identified with the value HP in the Source column, and associated with External - HP Type - Other in the Caller type column. The practitioner's name and title is visible in the Caller name column. Users with the Regulator and/or Regulator Support role can view and edit an enquiry submitted by a practitioner.

Create a regulatory profile from a temporary profile

  1. Select an enquiry to open it and view its details.

    The enquiry is associated with a new, unlinked temporary regulatory patient profile created by the submitting practitioner.

  2. Ensure the new patient profile is not a duplicate of an existing patient profile.

  3. Select View Patient to view the temporary patient profile.

    It displays with the following mention:

    This is a temporary patient profile - please save the profile to approve it or remove from the enquiry to reject it.

    Temporary profiles do not appear in search results and cannot be linked to any other entity.

  4. Update the temporary profile, as required.

    The field Additional patient information may contain additional information provided by the practitioner, and that can be used to update the (temporary) patient profile. If this information is not deemed relevant, it can be deleted.

  5. Do one of the following:

    • Save: This profile is no longer temporary. It will now appear in search results and it can be linked to any other entity.

      — OR —

    • Remove: The temporary patient profile is removed from the enquiry. It will not appear in search results, it cannot be linked to any entity or march to any patient's medication history.

    Create a regulatory profile and link to an existing medication history

    Alternatively, the practitioner may submit an enquiry by selecting a patient with an existing (unlinked) medication history.

    1. Select an enquiry to open it and view its details.

      It displays with the following mention:

      This is a temporary patient profile - please save the profile to approve it or remove from the enquiry to reject it.

    2. Select Create Profile and create a new regulatory profile for the patient (as explained above).

    3. Save the new profile.

      The red message is removed.

      The medication profile and the regulatory profile for this patient have been linked.

Edit an enquiry submitted by a practitioner

Enquiries submitted by practitioners have their status set to Open. They are read-only, except for Status, Topic and Caller Type.

  • After the practitioner submits an enquiry, they can no longer add or remove patients.

  • Management Portal users can add and remove any number of patients.

Once an enquiry' s Status is changed to Closed, it cannot be re-opened, but the regulator can create (or edit) tasks. Correspondence can be added, modified or deleted. The regulator can enter new notes.