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Frequently Asked Questions

Find answers to common questions about using the RxScale Doctor Portal.

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Prescriptions

There are a few reasons why a prescription might not appear in your queue:
  • Questionnaire assignment — Prescriptions are routed to doctors based on questionnaire assignments. If a questionnaire is not assigned to you, the associated prescriptions will not appear in your Anamnesis Center.
  • Blacklisted SKUs — Certain products (SKUs) may be excluded from your review queue based on your organisation’s configuration. If a prescription contains only blacklisted SKUs, it will not appear for you.
  • Organisation scope — You can only see prescriptions for the organisation you are currently logged into. If you work with multiple organisations, make sure you are viewing the correct one.
  • Already reviewed — Another doctor in your organisation may have already reviewed and acted on the prescription.
If you believe you should be seeing prescriptions that are not appearing, contact your organisation’s administrator.
When you place a prescription on hold, it means you need more information before you can make a decision. The prescription is temporarily paused and the support team is notified. They will follow up to gather the additional information needed. Once the situation is resolved, the prescription will return to the review queue.Common reasons for placing a prescription on hold include:
  • Incomplete or unclear questionnaire responses from the patient.
  • A need for additional medical documentation.
  • Questions about the patient’s medical history that require clarification.
Once a prescription has been approved or declined, the decision is recorded and the prescription moves to the next stage. If you need to reverse a decision, contact the support team. They can assist with exceptional cases.
Patients are waiting for their medication, so timely reviews are important. Your organisation may have guidelines about expected review times. In general, reviewing prescriptions promptly throughout the day helps keep the workflow moving smoothly.
Approved prescriptions will remain in your Sign Center queue until they are signed. Signing requests have an expiration window, so if you wait too long, the signing request may expire and a new one will need to be created. It is best to sign prescriptions soon after approval.

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Account and Access

If you are associated with multiple organisations, you can switch between them from the dashboard. Look for the organisation selector, which is typically located in the sidebar or header area. Selecting a different organisation will update the portal to show prescriptions, patients, and settings for that organisation.
On the login page, click the “Forgot password” link. You will receive an email with instructions to reset your password. If you do not receive the email, check your spam folder or contact your organisation’s administrator.
Yes, you can log in from any device with a modern web browser. However, for the best experience — especially for video meetings — we recommend using a desktop or laptop computer.
For technical issues, contact your organisation’s administrator first. They can escalate the issue to the RxScale support team if needed.

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Patients

Patient records are typically created when a patient places an order through the system. In some cases, you may be able to create a direct prescription for a patient, which will also create or update their record. Contact your administrator for details about your organisation’s patient management setup.
Navigate to the Patients section, find the patient using the search bar, and open their profile. Their prescription history is displayed in the patient detail view, showing all past prescriptions and their statuses.