As of September 2024, Healthengine has released a new feature for our app to make it even easier for you to manage your scripts and appointments all in one place!
Contents
What does Healthengine do with my eScript?
What are the benefits for me to using Healthengine for my eScripts?
The app is telling me my password isn't secure/compliant. Why do I need to make a new password?
I've seen this error message - what does it mean?
What is an eScript?
An eScript or ePrescription is a digital prescription your doctor can use to prescribe you medication. An eScript is an substitute to a paper prescription that you might get given in person. It is convenient for people who travel, prefer to use their phones instead and is secure to use.
Your health practitioner will send the eScript to you by SMS or email. You will receive a weblink to a token that you take to a pharmacist to get your medicine. Your pharmacist can then scan your screen with the QR code on it to then dispense medication. An example eScript page can look like this:
You can either open the eScript in your device's browser, or in certain compliant apps. Apps that are allowed to open your script are vetted by the Australian Digital Health Agency (ADHA) and have undergone a compliance process - Healthengine is one of them!
What does Healthengine do with my eScript?
Once your health practitioner has entered your script into their Patient Management System (PMS), if enabled, the Electronic Script Exchange (eRx) reads this from your practitioners PMS and converts your script into a token, which is then emailed or texted to you. A token is just a secure digital record of your script, which allows for you, your pharmacist or other health practitioners to digitally open your script by clicking on the link provided..
Your eScript message will look something like this:
When you click the link, you can now choose to open the eScript in the Healthengine app in the new My Health section. This section has been developed to allow you to keep all your relevant health information like bookings and script tokens in once place! It is important to note that Healthengine does not store any script information and cannot access it. Healthengine just provides a convenient place for you to store the token so that when you need it, we can display the information to you on the screen.
What are the benefits for me to using Healthengine for my eScripts?
There are a number of reasons why you should store your script token in the Healthengine app!
- Removes the need for a paper script; meaning you can't lose it or damage it
- You can still use your paper script or other apps to manage this script if you want
- You can more easily see which token is for which script within the app than within your message history or email
- If you lose or change your device, you can't lose access to your eScript if its stored in Healthengine, unlike if you were using eScripts in your message history which don't always carry over to new devices
- If you need to get someone else to pick up the script for you, you can use the share functionality (top right in the app page) to send it to someone to fulfil for you, be it a carer or family member
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You can even forward your eScript to your pharmacy so you can pick up your medication later. If your pharmacy offers delivery, your medication can get sent to your home.
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- You can easily see the number of repeats available, as every time you dispense it the eRx updates to show the most up to date information on your script
- If your script is cancelled or expired, you can easily see the status without having to go to the pharmacy
- Its easy for the pharmacist to read the QR code, and your script is always available to you if you have the app on your phone. An eScript makes it more convenient to pick up your prescription wherever and whenever you are ready.
What information does Healthengine store?
In order to comply with the Australian Digital Health Agencies guidelines, Healthengine doesn't store any information relating to you or your script. When you want to access your script, we make a request to a government approved 3rd party service (The script exchange and token services OEXA and eRx) who then sends us the relevant information to display to you, but we don't collect or store that information anywhere.
The only information we have, to enable us to better troubleshoot in the case of an error, is when a token request was made, and by what anonymised user ID (a string of numbers and letters, no names) and how many script tokens are registered to an account.
The app is telling me my password isn't secure/compliant. Why do I need to make a new password?
A requirement from the Australian Digital Health Agency is that users passwords need to meet certain high security standards, and the password you might have created for your Healthengine account might not meet those standards. If you want to use the My Health section for eScripts, you will either need to update your healthengine password, or if you logged in via Single Sign On (SSO), create a compliant password for Healthengine.
The requirements for a compliant password are:
- at least 10 characters
- at least 1 digit
- at least 1 letter
- No consecutive repeating characters (for example, 1111)
- No sequential characters (for example, 1234)
- This new password cannot match any of the 4 previous passwords you might have used for Healthengine
Are eScripts widely used?
Electronic prescriptions, or eScripts are a safe and secure alternative to paper scripts.
Over 219 million electronic prescriptions have been issued since May 2020, by more than 85,958 prescribers - GPs and nurse practitioners as of April 2024 (Source: https://www.digitalhealth.gov.au/initiatives-and-programs/electronic-prescriptions)
I've seen this error message - what does it mean?
There are a variety of error message you might see when using eScripts since Healthengine works as part of the chain that involves your doctor, your pharmacist and the token dispensing service. Below are the most common error messages and what they mean
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No electronic prescriptions found for this token. This script has been cancelled. If you still require this prescription, please speak to your prescribing doctor.
- This error is usually initiated by your doctor, and can be done at their discretion. If you receive this error, its best to speak to your doctor about how to obtain a new script.
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No electronic prescriptions found for this token. This script has already been dispensed. If you still require this prescription, please speak to your prescribing doctor.
- This error occurs if you are trying to fill a script that has already been dispensed. It is important to note that each script and each repeat has a unique QR code/token, which means that for one script there are four tokens that need to each be added to Healthengine to be used. This is a security feature for the script. When you dispense a script and still have repeats left, you should automatically receive a new SMS link with a new token which you can then add to HE. If you don't, you can go back to the pharmacy that did your original dispensing for the token.
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No electronic prescriptions found for this token. This script has expired. If you still require this prescription, please speak to your prescribing doctor.
- This error occurs if your script has expired as it has been too long between seeing your doctor and fulfilling the script.
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No electronic prescriptions found for this token. This script has been disabled. If you still require this prescription, please speak to your prescribing doctor.
- This error is usually initiated by your doctor, and can be done at their discretion. If you receive this error, its best to speak to your doctor about how to obtain a new script.
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No electronic prescriptions found for this token. This script has been ceased. If you still require this prescription, please speak to your prescribing doctor.
- This error is usually initiated by your pharmacist, and can be done at their discretion. If you receive this error, its best to speak to your doctor about how to obtain a new script.
- Hospital and residential care inpatient prescriptions cannot be managed within the Healthengine app. Please speak to your prescribing doctor or local pharmacist for how to manage this prescription.
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- Certain types of prescriptions are not suitable for an eScript service with Healthengine's app due to compliance standards. These are prescriptions you receive when you are in a hospital, or a residential care inpatient. You may still receive an SMS for these services and can access them in your browser.
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Unfortunately the Electronic Prescription service is not available due to being unable to connect to the 3rd party server. Please try again later
- Since Healthengine relies on OEXA to be able to request your token and display it to you, sometimes we can't complete this action due to an outage on their end. When this error is shown, it means the partner is experiencing an issue which is impacting our ability to request the script. Your token is still safe, you just need to wait and try again later.
Frequently Asked Questions
Can I still use my paper script if I want too?
Yes! Healthengine's eScript option is another way for you to manage and store your script, but your paper script still works.
Can I still use other apps for managing my eScript?
Yes - there is no limit to the number of token storage services you can use so you can save your token in multiple apps.
Does every practice allow eScripts?
No - in order to generate eScripts, your practice has to have consented to do so with a 3rd party agency like the Electronic Scripts Exchange (eRx). This choice is up to each individual practice.
If you'd like to receive a eScript, make sure you speak to your health practitioner to ask about options for you.
Do I need to use an app to manage my eScript?
No. If you'd prefer, you can open and view your script in your device's browser. Depending on your device settings, you might have to push and hold the link (mobile) or right click (desktop) in your SMS or email and select "open in browser" to do so.
Your pharmacist can view your script either in the app or a browser; they just need to be able to scan the QR code.
I can't seem to see a "next" button on my screen - HELP!
In some cases, if you have adjusted your devices text size, you might not be able to see if there is a next or continue button. Healthengine is working to update the app so regardless of size you can still see a button, but in the meantime if you get stuck on a page that doesn't appear to allow you to scroll or see an action button, try reducing your device text settings.
In iOS, you can do this by:
Going to Settings > Display & Brightness, then select Text Size. Drag the slider to select the font size you want.
For Android, you can do this by:
On your device, open the Settings app -> Search and enter select Font size -> move the slider left or right to your preferred size.
For more information, visit https://www.healthdirect.gov.au/escript-electronic-prescription or https://www.digitalhealth.gov.au/initiatives-and-programs/electronic-prescriptions
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