Support changes for eRx Script Exchange (eRx) FAQ

Since 2012, eRx has onboarded Best Practice Software customers to the eRx script exchange and supported the eRx application for eRx users.

In the May 2023 budget, the Australian Department of Health and Aged Care announced they had awarded an exclusive 4-year contract to Fred IT's eRx Script Exchange to supply the national Prescription Delivery Service from 01 July 2023.

eRx has advised Best Practice Software that they will no longer provide direct customer support or assist with onboarding Best Practice customers to the eRx script exchange effective 22 January 2024.

IMPORTANT   As a result of the National Prescription Delivery Service's implementation, the processing time for new eRx prescriber registrations has significantly increased. When eRx has completed the registration process, they will email the Entity ID for each prescriber to your practice.

What does this mean for your Practice?

Support for existing eRx Script Exchange customers

If your practice requires assistance with ePrescribing, such as reinstalling the eRx adapter or reporting any issues, contact the Bp Premier Support Team via the standard channels. If required, the Bp Premier Support Team will engage eRx directly on your behalf to escalate any issues that require eRx's assistance to resolve. Incident response timelines may be impacted when we are required to escalate an incident to eRx.

The Bp Premier Support Team will make every effort to keep our practices up to date throughout this new process. Work is being performed to develop additional resources to assist you and your practice should you encounter any issues that require troubleshooting.

Registrations for new eRx Prescribers

Where new eRx Entity IDs are required, practices will continue to use the same registration process and request these via the eRx website.

Once the registration process is completed, eRx Script Exchange will email the Entity IDs to Best Practice Software. Best Practice Software will email your practice with registration information, Entity IDs, and instructions for configuring eRx Script Exchange in Bp Premier.

Configure or Install eRx Script Exchange

To configure and install eRx Script Exchange at your practice:

There may be circumstances where you need assistance installing eRx, including configuring eRx at your practice for the first time or needing assistance installing eRx on a new PC or Server. If assistance is required, please contact our Bp Premier Support Team on 1300 401 111 or support@bpsoftware.net.

Information correct at time of publishing (17 January 2024).