Known issues

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As part of our ongoing commitment to provide products and services that add value to our users, the following is a summary of known issues that may occur in supported versions of Bp Premier, including the version in which the issue was fixed, and workarounds where available.

See End of support (sunset) for older versions for more information.

Issues are grouped by version detected, and where indicated if the issue affects earlier versions also.

Identifying an issue by callstack

Where relevant, the callstack identifier for an issue is included in the issue description below. This is the text that appears near the top of a 'callstack' alert that provides details about an error. This can be useful searching the known issues list.

Saffron SP3 Rev 1

Bp Function

Issue

Fixed in

Key

Billing

If a practice location has previously been deleted, once an account has been paid, the incorrect payment location may appear for the account.

For example, if your practice has four locations (Location 1, Location 2, Location 3, Location 4).

If Location 2 has been deleted, and a payment is recorded against Location 4, when the account is selected from the patient billing history, the payment will show as being recorded against Location 3.

Not yet resolved

58374

WorkCover QLD

When creating an account for WorkCover QLD and Do another account is ticked, the next account created will also be sent to WorkCover QLD if the Bill to field on the account is set to Medicare.

Workaround: Do not use Do another account after sending a WorkCover QLD account electronically.

Has occurred since Jade SP1.

Not yet resolved

58311

Online claiming

When sending multiple items to Services Australia via patient claiming, if one of the items is rejected 'Service not payable at time of service' or 'Service may be aftercare', an error message will occur.

Orchid

69159

Billing

When attempting to send batches that include the DVA Allied Health item numbers KM or OT80, an error occurs.

Orchid

69028

HealthLink SmartForms

HealthLink SmartForms will not transmit to HealthLink if the user saving and sending the form is a user category ‘Registrar’ or ‘Contract Doctor’. An error will be generated stating that validation failed.

Workaround: To send the form, temporarily change the user’s category to ‘Employee Doctor‘ or ‘Principal Doctor’.

Orchid

69142

Saffron SP3

Bp Function

Issue

Fixed in

Key

User categories

If a provider's user category is set to either Contract Doctor or Registrar, an error occurs when the provider attempts to create an Event Summary or Shared Health Summary for My Health Record.

Saffron SP3 Rev 1

68472

Electronic Prescribing

When re-prescribing an electronic prescription token from the current Rx screen using Medisecure, an incorrect bar code is added to printed tokens.

Saffron SP3 Rev 1

68531

Immunisations

Immunisations created in Saffron SP2 or earlier cannot be adjusted and resent in Saffron SP3 or later.

Saffron SP3 Rev 1

68553

Online claiming

A limited number of practices are experiencing an issue where Medicare payment reports displayed in the Online Claiming screen are not reflecting the correct totals or batches.

Not yet resolved

68845

Online claiming

Practices set up in PRODA with multiple minor IDs and a single B2B device are unable to send claims via patient claiming.

Saffron SP3 Rev 1

68785

Online Claiming

Patient claims with a $0 payment amount are not appearing in the patient claims list.

Saffron SP3 Rev 1

68796

Medicate Web Services

Practices set up in PRODA with multiple minor IDs and a single B2B device are failing the active PRODA device check in Bp Premier.

Saffron SP3 Rev 1

68830

Tyro

The following issues have been identified when performing a check for payments for Tyro bulk bill easyclaims:

  • Non-bulk bill easyclaim transactions are retrieved.
  • If reports for unpaid claims are not ready, the correct prompt does not appear.
  • If no records are retrieved, an error appears.

Not yet resolved

68874

Billing

When creating an invoice with multiple items and the number of patients seen has been added to the invoice, all items include information about the number of patients, instead of just the items that require the number of patients added.

This can cause the incentive or any additional items that do not require the number of patients number to be specified to be rejected by Medicare.

Saffron SP3 Rev 1

68722

Reports

When running an online claiming report and the report includes multiple batches with the same batch number, all services with the same batch number are listed together under the first batch date.

This issue may occur for any reports that group batches by batch number.

Not yet resolved

68801

Printing

When printing PDF documents with excessive margins from Correspondence In, an error occurs. The error also occurs when attempting to print the document via the subpoena tool or via a patient health summary.

Saffron SP3 Rev 1

68890

Immunisations

Immunisation Information Payments that your Doctors or Nurse Practitioners are expecting from Services Australia may have instead been issued to your practice, if the immunisations were recorded as given by another practice staff member.

These Information Payments will appear on the immunisation payment statement for your practice’s location, instead of appearing on the statement for the individual provider.

Not all practices will be affected by this issue. For more details on the issue in the Immunisation screen, review this supporting Knowledge Base article.

Saffron SP3 Rev 1

N/A

Immunisations

If you open the Influenza Immunisation screen from a patient record using the keyboard shortcut Ctrl+F1, you are unable to save a record with any item other than the default Influenza vaccination.

Workaround: Change the default influenza vaccination in Setup > Immunisation Batches > Default Influenza Vaccine.

Saffron SP3 Rev 1

68879

Prescribing

The Regulation 49 check box in the prescribing wizard has reverted back to its previous label, Regulation 24.

When prescribing a medication with repeats, the number of repeats must be altered before the regulation 24 check box can be selected. Changing the number of repeats should not be required for the Regulation 24 check box to be selected.

Not yet resolved

68323

Patient Billing History

In the Patient Billing History, when right-clicking a service and selecting Show Medicare/DVA transmissions, a fatal error occurs if the service was sent via Tyro.

Saffron SP3 Rev 1

68371

Patient Claiming

When sending a payment via Patient Claiming to Services Australia, users may experience data validation errors.

Workaround: To minimise validation errors, please ensure Patient Demographic data is in the expected format for Services Australia. In most cases, the returned error message will be descriptive enough to identify the erroneous data needing correction.

Not yet resolved

68276

Upgrading

When upgrading to Saffron SP3, update databases does not complete successfully.

Workaround: Run the Update Database.exe utility in C:\Program Files\Best Practice Software\BPS by right-clicking on the file and selecting 'Run as administrator'.

Saffron SP3 Rev 1

68312

Patient Claiming

When sending a payment via Patient Claiming to Services Australia, if the invoice contains MBS and non-MBS items it will fail to lodge.

Workaround: Users will need to process MBS items separately via Patient Claiming.

Saffron SP3 Rev 1

68282

Electronic Prescribing

Medications that include a ‘<’ character in their strength field cannot be sent via ePrescribing for Practices using eRx.

Workaround: This is currently being investigated.

Saffron SP3 Rev 1

68100

Immunisations

Practices that do not have a HPI-O entered receive an error message when attempting to upload immunisations to AIR, or use AIR functionality.

Best Practice Software suggest entering a practice HPI-O to ensure immunisation data can be transmitted to AIR. Visit the Services Australia Website for information on how to apply for a HPI-O.

Workaround: This is currently being investigated for practices that do not have a HPI-O.

Saffron SP3 Rev 1

68273

Patient Claiming

When sending an invoice that requires a referral via patient claiming, if the contact included in the referral has a 7 character provider number, an error will appear indicating that the provider number is invalid.

Workaround: Add a '0' (zero) to the start of the provider number in Setup > Users.

Saffron SP3 Rev 1

68184

Prescribing

When printing a patient drug sheet or patient health summary, if a prescription includes complex instructions, then the complex instructions will show twice.

Not yet resolved

68141

AIR

If the patient has a special risk group alert recorded in the AIR, updating the patient's indigenous status will remove the special risk group Alert.

NOTE  This is an issue with AIR, not Bp Premier.

Not yet resolved

N/A

Saffron SP2 Rev 1

Bp Function

Issue

Fixed in

Key

Email

When setting up outgoing email via Setup > Configuration > Email, if TLS encryption is disabled, a port cannot be set.

Workaround:

  1. When setting up outgoing email via Setup > Configuration > Email, tick Enable TLS encryption for Outgoing mail.
  2. In the Outgoing mail (STMP Server): section, click Add or Edit. The Setup outgoing mail server screen will appear.
  3. Specify the port you wish to use or keep the default port. If you are adding a new email, complete the rest of the fields on the screen and click Save.
  4. Ignore the message that the SMTP test connection has failed

  5. Untick Enable TLS encryption for Outgoing mail.

Not yet resolved.

67166

Health Summaries

When creating a Health Summary in the patient record via File > Print Health Summary, the inactive past history section in the Health Summary incorrectly lists the patient's active past history instead.

Workaround: When creating a Patient Health Summary, select View. The Word processor will appear. Use the Past History List (Inactive) autofill key under Clinical to manually populate the correct Inactive History information.

Saffron SP3

 

Incentive items

In Saffron SP2 or later, If the MM Location selector in Location Details is set to any value other than ‘MM1’ and ‘MM2’, the MM location incentive item is not applied correctly to bulk bill invoices. The old incentive items 10990 or 10991 are still being applied.

Workaround: No current workaround. The correct incentive item can be added manually, but the incorrect incentive item cannot be removed.

Best Practice Software are working on an update to the January Data Update and will communicate to practices as soon as available.

Saffron SP3

67545

Saffron SP2

Bp Function

Issue

Fixed in

Key

Prescribing (MediSecure)

Prescribing Estalis Sequi via Medisecure omits the second active ingredient (Norethisterone) from the ETP message.

Workaround

When prescribing, tick Include Brand Name. This includes brand but does also include both active ingredients correctly.

This issue will be fixed in Saffron Service Pack 3.

Saffron SP3

67345

Payment details screen

Ticking Pay Gap does not populate the payment method fields, or the Gap: or Payment total: fields in the Payment details screen with the gap amount.

Saffron SP2 Rev1

66703

Online patient verification

When performing an online patient verification from the appointment book by right-clicking on an appointment and selecting Online patient verification, clicking OK on the prompt causes the appointment book window to minimise.

Saffron SP3

65575

Patient record

Longer phone numbers and ethnicity information is cut off early in the demographic information at the top of the patient record.

Saffron SP2 Rev1

66645

Prescribing

An error occurs when clicking the Drug Combination button in the Current Rx wizard.

Saffron SP2 Rev1

66822

Subpoena tool

A fatal error occurs when exporting the following data in the subpoena tool:

  • Prescriptions
  • Past History
  • Current RX
  • Immunisations
  • Requests
  • Visit Notes
  • Actions.

Saffron SP2 Rev1

66814

Subpoena tool

If the following workflow is used in the Subpoena tool, the exported subpoena file will include all content preceding the date range, regardless of the date range selected:

  1. In the Subpoena tool, select a date range.
  2. Click Select on the item filter.
  3. Click Deselect all.
  4. Click Insert.
  5. Click Export.

Workaround: Use either of the following workflows when using the Subpoena tool instead.

  1. In the Subpoena tool, select a date range.
  2. Untick items you do not wish to include in the output.
  3. Click Export.
  1. In the Subpoena tool, select a date range.
  2. Click Select on the item filter.
  3. Individually deselect any items you do not wish to include in the output.
  4. Click Insert to add the remaining items to the output.
  5. Click Export.

Saffron SP2 Rev1

67127

Saffron SP1

Bp Function

Issue

Fixed in

Key

Contact export

Contacts exported from Jade SP3, Jade SP4, Saffron or Saffron SP1 cannot be imported back into any version of Bp Premier.

Saffron SP2

64598

Electronic Prescribing

When represcribing an ePrescription token from Current Rx with Medisecure, Bp Premier will print the previous ePrescription bar code on paper tokens instead of the new bar code that is generated and sent to MediSecure.

Not yet resolved.

64676

Email from Word Processor

When sending to email from the word processor, if two recipients are added, Bp Premier will place a semicolon between the recipients. If the email is sent, Bp Premier will alert an 'invalid address' error.

Workaround: for emails from the word processor with multiple recipients, manually change the semicolon in the recipient list to a comma. The email will send successfully.

Saffron SP2

61957

eOrdering (SP1)

If your practice has configured an eOrder provider through Contacts > Setup > eOrdering that uses multiple supplied layouts, only the default supplied layout is available for selection in Setup > Preferences > Imaging.

Saffron SP2

60657

eOrdering (SP1)

In Preferences > Imaging, when selecting the preferred layout for an imaging lab that:

  • has been configured for eOrdering through Contacts > Setup > eOrdering, and
  • has a supplied layout

selecting 'Plain paper' will always revert the layout back to the supplied layout. Custom layouts can be selected successfully.

This issue will be resolved in a future Data Update. In the meantime, Best Practice Software have provided a script that users who have upgraded to Saffron SP1 can download and run to resolve this issue. Click here to obtain and run the script.

Saffron SP3

60657

Waiting list

Practices may be unable to add patients with a future appointment that was booked before the upgrade to the waiting list for cancelled appointments.

When cancelling an appointment, or accessing the Waiting list for cancellations screen from an empty slot, the next patient in the cancellation list cannot be selected because the Select option is greyed out for these patients.

Patients with appointments booked after the upgrade work as expected.

Workaround

Edit the patient's future appointment, untick and retick the Add for waiting list for cancellation option, and save the appointment. The patient will become selectable from the Waiting list for cancellations screen.

Not yet resolved.

60454

Multiple sites and NASH certificates

If a practice upgrades to Saffon SP1 and sets up multiple HPI-O and NASH certificates for different locations, Bp Premier will not automatically distribute the NASH certificate for all locations on startup; only the default NASH certificate will be updated when Bp Premier is opened.

You can manually update NASH certificates for all locations in Setup > Configuration on each PC. However, manual update for all locations requires you to:

  • have Windows administrator rights
  • reinstall certificates for each location, for each PC
  • repeat installation for each Windows user account that uses Bp Premier.

Best Practice Software software recommends that NASH certificates for multiple locations be distributed through a Windows group policy. Your IT service provider can assist. Information is also available on the Microsoft technical knowledge base.

Saffron SP2

60587

Saffron

Bp Function

Issue

Fixed in

Key

Merged Patient Restore

When a search is performed using an apostrophe within the merged patent restore utility, a fatal callstack will be generated.

Callstack indicator:

MERGEPATIENTRESTORE:EXECUTEQUERY Line: 11

MERGEPATIENTRESTORE:FILLLIST Line: 13

Workaround:

Perform the search using two single quotes, for example, enter O''Malley.

Not yet resolved.

61208

MEDRefer

Unhandled exception error presented when signing in or signing out of the MEDrefer in the Bp Word Processor address book and action does not take effect. Sign in or sign out performed will take effect upon restarting Bp.

Saffron SP1.

--

Scheduled Reminders

After upgrading to Saffron, some users experienced SMS messages not being sent from Bp Premier for scheduled SMS appointment reminders.

Saffron SP1.

54257

Debtor list

Debtor list did not show name of contact where accounts were billed against a contact with no first name.

Saffron SP1.

54259

Scheduled reminders

The options Exclude appointments that already have a reminder sent and Exclude appointments made within the last X days in Setup > Configuration were reversed when the Utilities > Send Appointment Reminders function was opened.

Saffron SP1.

48314

Reminders

The Added by and Added on values for a patient's reminders now show the original date that the reminder was created and the user who created the reminder, not the user logged in when the reminder was sent.

Saffron SP1.

43938

Scheduled reminders

The options Exclude appointments that already have a reminder sent and Exclude appointments made within the last X days for Scheduled Reminder setup in Setup > Configuration > Bp Service > Configure Appointment Reminders now inherit by default from the values in Setup > Configuration > Reminders, but can be edited in the scheduled reminder setup.

Saffron SP1.

57062

My Health Record

Uploads to My Health Record of eRx scripts were failing due to an incorrect AMT Code System value. This has been fixed.

Saffron SP1.

54531

eOrdering

When reprinting an eOrder pathology request from Previous Requests, sometimes the barcode was missing on the reprinted request.

Saffron SP1.

14613

eOrdering

Duplicate barcodes sometimes appeared on eOrder pathology requests.

Saffron SP1.

28145

Database restore

Restoring a database from a previous version of Bp Premier causes missing functions and Stored Proceduress.

Saffron SP1.

54141

Real Time Prescription Monitoring

Printing Monitored Drugs from Stored Prescriptions did not perform a Real Time Prescribing Check.

Saffron SP1.

54504

Incoming reports

HL7 reports were not populating the Addressed to field in the Incoming Reports window.

Saffron SP1.

54069

Bp Partner Network

Upgrading to Saffron detected Management Report stored procedures as missing.

Saffron SP1.

53553

Invoices

Paying off a single invoice with two separate cheques no longer generates an error.

Callstack indicators:

PAYMENTWINDOW:SAVEPAYMENT Line: 337

PAYMENTWINDOW:SAVEPAYMENT Line: 339

Saffron SP1.

43936

Finalise visit

The Finalise visit window no longer errors when searching for MBS item numbers greater than 100000.

Callstack indicator:

CSERVICE:LOADMBSDETAILSFROMLIST Line: 33

Saffron SP1.

20161

Past visits

In Jade SP2 and later, printing Past Visits by any method excluded Patient Name and other header information. This has been fixed.

Saffron SP1.

24504

Secure Messaging Acknowledgements

For generating acknowledgements upon import of a message, Bp Premier will check to match the sending facility in the HL7 message against the sending facility set up under Results Import > Acknowledgements. If a match is found, Bp Premier uses the matching path.

Otherwise, when a message is imported, if Allows acknowledgements is checked and an acknowledgement path is set for that messaging vendor (determined by the import path), Bp Premier will output an acknowledgement to the specified path for that messaging vendor.

Also review acknowledgement path updates in the Bp Premier Saffron SP1 release notes.

Saffron SP1.

54453

55490

Vaccinations

The Sequence Number generated for Pneumococcus in the Immunisation Schedule for Aboriginal and Torres Straight Islander demographics at 12 Months was incorrect. The Sequence Number is now correct.

Saffron SP1.

57009

Invoicing

Surgery consultation items were not prompting for referral details in Account details screen when the provider had Requires referral for Medicare Billing ticked.

Saffron SP1.

54981

My Health Record

If a practice name in Setup > Practice details contained the '&' character, this caused an error with Event Summary uploads to a patient's My Health Record. This issue also occurred in version Jade SP4.

Saffron SP1.

49705

Patients.IN import

When importing data from Patients.IN via Bp Service, the UR_NO / ExternalID field was trimmed during the import process, which could result in duplicate patient files that needed to be merged.

Saffron SP1.

23952

Reminders

When opening the Reminders window, and some other windows in Bp Premier, sometimes the user received an 'Application Code Error causing Access Violation' error. This no longer occurs.

Callstack indicator:

CMENU:_GETMENUITEMEXTRA Line: 23

Saffron SP1.

41179

CDA referrals

Opening a CDA Referral from the Correspondence Out panel in the patient record, by double-clicking or right-clicking and selecting View, causes a fatal error in Bp Premier. The user will be prompted to close Bp Premier if this error is generated.

Callstack indicator:

CDAVIEWER:DOCUMENT:ASSIGN Line: 12

WorkaroundBest Practice Software recommend viewing sent CDA referrals by either:

  • Clicking the document in the patient tree, which will display the ereferral contents correctly in the right-side panel.
  • Right-clicking the document in the Correspondence Out panel and selecting Move to Correspondence In. This will temporarily move the item to the Correspondence In section. Sent CDA referrals can be moved back after Best Practice Software has resolved this issue.

Saffron SP1.

54288

Scheduled SMS appointment reminders

After upgrading to Saffron, some users have experienced SMS messages are not being sent from Bp Premier for scheduled SMS appointment reminders.

Workaround: Best Practice Software recommend that you confirm SMS messages are being sent from a reminder schedule after upgrading to version Saffron. If not, you will have to manually send appointment reminders by SMS using the single message function.

Best Practice Software are working on resolving this issue.

Saffron SP1.

54101

Configuration

An option Enable Service Registration Assistant for management of users and locations is visible in Setup > Configuration. This function is not yet available and should not be enabled at your practice. The option will be disabled in a future update of Bp Premier.

Saffron SP1.

--

Upgrading and Installation

The links to release materials in the Bp Premier Saffron Install and Upgrade Wizards point to old versions of Bp Premier.

For information on What's New, Best Practice Software recommend selecting Help > Online within Bp Premier after upgrading and viewing What's New, or the new feature links from the knowledge base home page.

Saffron SP1.

--

Electronic prescribing

If the total length of qualifications recorded in the provider details is over 50 characters, the user will be alerted that the qualifications list sent with the token is too long. The script will still be printed.

Best Practice Software software recommend that the qualifications list for users who receive this message truncate their qualifications to under fifty characters.

This is a limitation imposed by the electronic script token format and not Bp Premier.

Saffron SP1.

41072

Referrals

From the patient record, selecting Correspondence out > Add > Send HL7 and then closing the document will prompt to save changes even if the user has made no changes to the last saved version of the document.

If this prompt appears, and you are sure that you have made no changes since the last time you saved this document, you can click No to this prompt.

Behaviour is otherwise as expected.

Saffron SP1.

51140

Prescribing

Strength is not printed for Champix Starter pack, Varenicline Starter pack and Arava Combination Pack when Active Ingredient Prescribing is enabled.

January 2021 DU.

50971

Prescribing

Best Practice Software has identified an issue when prescribing Venlafaxine with the dosage of 37.5mg capsules, which then prints as Venlafaxine 75mg.

This has been resolved in the January 2021 Data Update. Best Practice Software recommend running this data update to resolve this issue.

January 2021 DU.

--

Secure messaging

Not all clinical systems are able to receive PDF payloads. In this case, a Formatted Text segment can also be included which can be received as an alternative. However, some secure messaging providers will not transmit a secure message containing a PDF if the recipient cannot accept this. If a secure message cannot be delivered due to PDF content, the secure messaging software may trigger an alert or error message advising the user that the file cannot be sent.

Workaround: If you send a secure message and receive an alert advising that it cannot be sent because the receiver does not support the payload type (PDF), Best Practice Software recommend ticking the Include a formatted text OBX in REF checkbox in Setup > Configuration > Messaging > Edit messaging provider.

If the message still cannot be sent by secure messaging with this option ticked, Best Practice Software recommend requesting the intended recipient of the secure message contact the Argus Telstra Health Help desk (1800 952 282) so that their mail rules configuration can be updated to receive this payload.

Dependent on secure messaging system. Nothing to resolve.

--

Secure messaging

After upgrading to Saffron, a new field Allows acknowledgements in Setup > Configuration > Messaging > Add is ticked by default for existing providers.

Best Practice Software recommend you confirm that your messaging provider's software accepts acknowledgements if you leave this option ticked. If you are unsure or your messaging provider does not yet support accepting acknowledgements, untick this option for all providers after upgrading to Saffron.

Dependent on secure messaging system. Nothing to resolve.

--

Custom preparations

Deleting an ingredient from a custom preparation deletes that ingredient permanently regardless of whether the preparation is saved. Also occurs in Jade.

Not yet resolved.

41216

Appointment book preferences

When increasing the default appointment length in Setup > Configuration > Appointments, the prompt to ask users whether changes should apply to current session settings only appears when reducing the default length.

Not yet resolved.

55324

Referral

Bp Premier errors when exporting to HL7 a specialist referral letter containing a custom preparation that has a strength of more than 10 concurrent numbers.

Callstack indicator:

GETNUMERICPART Line: 25

Not yet resolved.

54897

Pathology

When creating a new pathology request, if you go to Previous requests and select Use again, the Billing type from the previous request updates the Default billing in the logged-in user's pathology preferences (Setup > Preferences).

This issue affects all supported versions of Bp Premier.

Saffron SP3

55097

Password security

If a password is set beginning with the digits '8' or '9', the following utilities generate an 'incorrect password' error on attempted login: BPCertificateManager and BPS_ImportExportUtility.

Not yet resolved.

54143

Electronic prescribing

Ceased eScripts are unable to be cancelled or deleted from Past Prescriptions. Also occurs in Jade SP3.

Saffron SP2

44439

Last updated 17 May 2022

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