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If PharmaCare knows that PharmaNet is going to be unavailable—for example, to make emergency changes—the PharmaCare Help Desk attempts to notify affected users, either by telephone (if the number of users affected is limited) or through a fan-out message (if all users will be affected).
Emergency change windows are communicated using a fan-out message, should time permit.
An eight-hour maintenance interval is scheduled every Thursday morning, from 12:01 am to 8 am. This change window is required for routine and scheduled maintenance on PharmaNet.
Any alteration to this regular change window is communicated in the PharmaCare Newsletter.
Occasionally, PharmaNet is unavailable. Network disruptions can arise from power cuts, problems with regional or core routers, phone line problems, an unexpected spike in transaction volumes, or failures/errors in computer hardware or software.
Normally, the first sign of a network disruption is a message from the local system after it attempts to communicate with PharmaNet but fails. The system then notifies you that the network is unavailable (with error messages such as “timeout” or “not connected to host”).
Pharmacies have two options when PharmaNet is unavailable (“down”):
Device providers can submit claims for adjudication once PharmaNet is operational again.
Processing prescriptions offline calls on professional judgment in treating each patient. Pharmacists must also decide how to deal with payments.
Since there are no pre-set deductibles for Fair PharmaCare, it may be difficult for pharmacies to anticipate an individual’s level of PharmaCare coverage.
When operating offline, a pharmacy can flag a claim as “pay provider” or “pay cardholder.” When the batched claims are transmitted to PharmaNet and claims are adjudicated, the pharmacy (provider) or patient (cardholder) is reimbursed appropriately.
Pay cardholder | Collect payment from the patient. PharmaCare will automatically reimburse the patient appropriately. |
Pay provider | Do not collect payment from the patient. PharmaCare will automatically reimburse the pharmacy. |
You may choose to dispense the full prescription or an emergency supply that will tide the patient over until PharmaNet is operational again.
Pharmacy software restricts your ability to process a prescription without the patient PHN. When PharmaNet is unavailable, a PHN search is not possible, and a PHN cannot be assigned.