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Pharmacies report morning of Cegedim EPS outages

Cegedim Rx: Supplier "working to fix this as soon as possible"

Reports are pouring into C+D of Cegedim users experiencing problems downloading electronic prescriptions.

Cegedim Rx told C+D it had been alerted to “a potential issue with customer ability to connect to the internet and the electronic prescription service (EPS)”, at 11.35am, but stressed that “a large portion of Cegedim Rx customers have not been affected by the issue”.

Contractor David Sharp told C+D this afternoon (February 28) that EPS is down across his three pharmacies in Doncaster.

“All three branches can’t access the spine at all,” he said. “We know there are prescriptions sat there waiting to be downloaded, but we can’t access them.”

Mr Sharp said he is still waiting for an urgent EPS prescription to come through from his local GP.

“As you can imagine, it's the last day of the month, we’re trying to get everything in,” he said.

“It’s affecting our ordering too,” he added.

Cegedim response

Cegedim told C+D: “The root cause of the issue has now been identified by our supplier, who is working to fix this as soon as possible.”

“Guidance has been added to our service desk phone lines and regular communications are being issued. We would recommend that customers follow their business continuity processes until the outage is resolved.”

“Cegedim Rx would like to apologise to customers impacted by this issue and reassure them that we are doing everything within our power to rectify the problem,” it added.

The outage reports come less than a year after Cegedim announced a "resilient" new system to deal with previous problems with EPS.

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Are you experiencing issues with your Cegedim system?

Stephen Eggleston, Community pharmacist

Electronic systems are all well and good but this highlights the problem if the system, whether it is due to a software issue or a simple powercut, fails

Leon The Apothecary, Student

There have been multiple outages with Cagedim so far this year. Seems like a really good way to lose customers.

R Patel, Community pharmacist

usury N O, I think you need to work on a dispensary floor doing the processes before commenting. For a Pharmaceutical Adviser (in which field of the profession?) your comments are very unsympathetic. Just stand in a busy dispensary  at the end of every month to realise the pressure.


Farm Assistant, Community pharmacist

They should be fined with the fine increasing each time. The company is a joke. Pharmacy Manager is crap......the original program is nearly 30 years old!

Kiran Patel, Community pharmacist

This has been going on since the beginning of the year and today was no different. This company is NOT fit for purpose. Last year this company left us without connectivity for FIVE woirking days and had the audacity to say they were NOT in breach of their SLA.

A Hussain, Senior Management

Cegedim is awful, end of.

Bal Singh, Locum pharmacist

Independent pharmacies. Learn your lesson. Get off cegedim....when the contract comes up, LEAVE, find another provider. Leave their shoddy practise to the multiples. Once bitten, twice shy. I worked in a branch that had problems with their network, and once they changed, they never looked back.

Kam Lung Ng, Superintendent Pharmacist

I have learnt my lesson! I left Cegedim last month although my contract does not finish until Aug 2017. My current PMR supplier does not start charging me until Aug 2017. I had been dreading when the next outage would be happening. I lost count how many hours (if not days) had been wasted in the past 12 months because of the outage. 

N O, Pharmaceutical Adviser

""" last day of the month and cannot claim any eps 2 scripts. This could bankrupt some pharmacies if they are unable to claim"""

Are you serious?? Bankrupt !!! You know that the claims can be sent up to the 5th of next month to be included in the last month ??? Don't tell me you or your staff has not sent the "Dispense notification" for the scripts that need to be claimed and don't even tell me that MOST of your EPS patients only collect the scripts on the last day of the month !!!

I do sympathise with all those affected. It is a real frustration having N number of staff to do the job and all just twidling their ..... and the scripts finally arrive when most of the staff have left and the Poor Pharmacist is left to handle the huge load. Shame on this system of EPS.

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