Submitting an Order
Once a patient has enrolled in a treatment plan and completed checkout, DrWell Connect creates their medication orders for you. This guide shows you where those orders appear, how to review and submit them to the pharmacy, and how to track them afterward. Who can do this: A team member whose security role includes the Orders module with View Pending and Save/Submit Pending permissions (set in Settings → Roles). Note that some steps are provider-only: an order is only sent to the pharmacy when the prescribing provider submits it, and controlled-substance orders must be signed by the provider personally.
Before You Start
- The patient must have completed checkout. Orders are generated from purchased treatment plans — the system creates each order automatically when a fill comes due, so you don’t have to create them by hand.
- Providers should have their authenticator app set up. Controlled-substance orders require the prescribing provider to sign with a 6-digit code from their authenticator app at submission time.
Where Orders Come From
After a patient purchases their plan, DrWell Connect automatically generates a prescription order for each medication whenever a fill is due — including the very first fill right after enrollment. New orders appear on the Orders page under the Pending tab, ready for review. You can also create a one-off order manually with the New Order button, but for enrolled patients the queue fills itself.
Step 1 — Open the Pending Orders Queue
Click Orders in the navigation. The page has up to three tabs, depending on your permissions:
- Pending — orders waiting to be reviewed and submitted (statuses Pending and Pending Provider).
- Submitted — orders that have been submitted, with their pharmacy and shipping progress.
- Batch Shipping — nightly batch shipping fee records for ship-to-practice orders.
Use the filters at the top (provider, location, medication) and the search box to narrow the list. Pending orders are listed oldest-first so the queue works top-down.
Step 2 — Review the Order
Click a pending order (or choose Edit Order from the row’s ⋯ menu) to open it. Review the details the system pulled from the patient’s plan:
- Patient, prescribing provider, and location
- Medication, dosage, quantity, and directions (sig)
- Shipping method and ship-to address
Make any corrections needed. Costs and shipping fees are calculated by pharmacy and pricing rules after you submit, so you won’t see final pricing on this screen.
Step 3 — Submit
Click Submit Order. What happens next depends on who you are:
- You are the prescribing provider — the order is submitted immediately and moves to the Submitted tab.
- You are staff (not the prescriber) — your review is saved and the order moves to Pending Provider status. The prescribing provider then opens it and submits it themselves.
Controlled substances: signing required
If the medication is a controlled substance, the prescribing provider must sign the order at submission. A dialog asks for the 6-digit code from the provider’s authenticator app; entering it signs and submits the order in one step. Orders waiting on this show a Sign with TOTP action in the row menu, and only the prescribing provider can complete it — this is a federal e-prescribing (EPCS) requirement and can’t be delegated to staff.
Tracking the Order After Submission
Submitted orders move to the Submitted tab, where the status column tracks their progress:
|
Status |
Meaning |
|---|---|
|
Batched |
A ship-to-practice order queued for tonight’s 9 PM ET batch send. |
|
Submitted |
Submitted, on its way to being routed to the pharmacy. |
|
Sent to Pharmacy |
The pharmacy has received the order. |
|
Shipped / Partially Shipped |
The pharmacy has shipped some or all items; tracking details appear on the order. |
|
Delivered |
The shipment arrived. |
|
On Hold / Cancelled |
The order is paused or was cancelled. |
If a pharmacy transmission fails, the row shows a red Pharmacy Failed badge — open the ⋯ menu and choose Resend to Pharmacy to retry. The same resend action is available from the order on the patient’s record.
Tip: Submitting your first order completes the Submit Order item on your setup checklist.
FAQ & Troubleshooting
I don’t see the Orders page or the Pending tab. Your security role doesn’t include the relevant Orders permissions. An administrator can enable View Pending and Save/Submit Pending under Settings → Roles.
The patient enrolled, but I don’t see an order yet. Orders are generated automatically when a fill comes due, on the system’s daily generation run. If the enrollment just happened, check back shortly; if an expected order still hasn’t appeared, contact support.
Why is an order stuck in “Pending Provider”? A staff member reviewed it, but only the prescribing provider can submit. The provider needs to open the order and click Submit (and sign, if it’s a controlled substance).
Why can’t I sign a controlled-substance order for my provider? Controlled-substance signing is legally tied to the prescriber’s own identity and authenticator app. It can’t be delegated.
What does “Batched” mean? Ship-to-practice orders are collected and sent to the pharmacy together in a nightly batch at 9 PM ET to combine shipping. The order hasn’t been sent yet; it will flip to Sent to Pharmacy after the batch runs, and the batch’s shipping cost appears on the Batch Shipping tab.
The order shows “Pharmacy Failed.” The transmission to the pharmacy didn’t go through. Use Resend to Pharmacy from the order’s ⋯ menu. If it keeps failing, contact support.
Can I edit an order after it’s submitted? No — only orders in Pending or Pending Provider status can be edited. After submission you can view the order and, where applicable, resend it.