Patient Consent File

The Consent File allows pharmacies to create, edit, and manage patient consent forms that can be presented during checkout.

To access and manage Patient Consents, navigate to File I. Patient Consent.

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BestRx currently supports five consent types:

• Custom – Used to capture pharmacy-specific acknowledgements, authorizations, and signatures that are not part of a standard BestRx workflow. Custom consents can be displayed on supported signature devices and are primarily used for recordkeeping and documentation purposes.

  • Additional Notes

    • Custom consents allow pharmacies to create their own consent forms for any purpose the pharmacy finds necessary.

    • These consents store the consent response and signature (if selected), but have no further interaction in the system and are only meant for recordkeeping purposes.

• Auto Refill – Allows patients to accept or decline enrollment in Auto Refill. Based on the patient's response, BestRx can automatically update their Auto Refill enrollment status. The system can also be configured to periodically request consent renewal and re-prompt patients after a specified interval if consent is declined.

  • Additional Notes

    • The Auto Refill consent will modify the patient's Auto Refill enrollment status only if the current Auto Refill value is blank in the patient file. If Auto Refill is already set, no interaction is necessary.

    • Some insurance companies require mandatory capture of Auto Refill consent every 12 months when Auto Refill is set to "Yes." BestRx will automatically request this consent every 11 months and update the Auto Refill configuration based on the patient's response.

    • A configuration setting, "If Denied, Ask Consent After," is available in the Consent File. This allows the pharmacy to define how long to wait before re-prompting the patient after they decline.

    • Auto Refill consent can also be manually managed per Rx by right-clicking the Rx in the Patient Profile (F6) and selecting Add/Remove Auto-Refill Consent.

    • Patients can also opt into Auto Refill and notifications through the Cloud Delivery App during delivery.

  • State-Specific Note: Illinois requires pharmacies to obtain Auto Refill consent for all prescriptions dispensed to Illinois patients, including pharmacies located outside of Illinois. Pharmacies should follow applicable state regulations.

• Healthix RHIO – Used to obtain patient authorization for sharing health information with Healthix RHIO.

  • Additional Notes

    • To learn more about the benefits of granting consent to Healthix RHIO, refer to the Healthix RHIO official web resources.

• Text/Email Notifications: Used to obtain patient consent to receive pharmacy communications such as refill reminders, prescription status updates, ready-for-pickup notifications, and other pharmacy messaging services.

  • Additional Notes

    • Once the patient accepts, the consent is stored and the patient will generally not be prompted again.

    • If the patient declines, the system typically suppresses future prompts for an extended period (approximately 12 months).

    • Consent records can be reviewed under Reports → Dispense Reports → Consent Signature Log, which is often used when troubleshooting patients who are not receiving messages.

    • Some signature devices have been reported to freeze when displaying Text/Email consent prompts. Updating software has been referenced as a resolution.

• State-Specific Note Some states, such as New York, may require patient consent prior to sending pharmacy text or email communications. Pharmacies should follow applicable state and federal messaging consent regulations (e.g., TCPA).

• KeepRx: Used to obtain patient consent for participation in KeepRx communication services and related patient notification programs.

Adding a New Consent Form

Click Add New Consent. Enter the Consent Name, select the Consent Type, configure the Capture Signature for Accept and Capture Signature for Reject options, and enter a Consent Description. Use the Active option to enable or disable the consent as needed.

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When finished, click Save to save the record or Save & Exit to save the record and return to the previous screen.

Editing an Existing Consent Form

To edit a consent, select it from the main list and ensure Edit Consent is selected. Make the necessary changes, then click Save to save the record or Save & Exit to save the record and return to the previous screen.

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Deleting a Consent

To delete a consent, ensure Edit Consent is selected, then click Delete. When prompted with "Are you sure you want to delete this record?", click Yes to confirm.

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New Jersey Auto Refill Consent

Due to regulations in New Jersey, the Consent File behaves slightly differently with Auto-Consent.

To set up Auto-Refill Consent for New Jersey pharmacies, navigate to File → I. Patient Consent. Then select Add New Consent if Auto Refill Consent is not present in the center grid.

The pharmacy has five options to select in case the patient declines consent:

• Ask again after 3 months.

• Ask again after 6 months.

• Ask again after 12 months.

• Ask again after a custom interval set by the pharmacy.

• Don't ask again.

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Behavior Notes

• For prescriptions where Auto-Refill consent was denied, the Auto-Refill date will not be populated.

• If the patient consents to Auto-Refill for a prescription, the consent is saved for 6 months from the time it was accepted, and the Rx will refill automatically.

• If patient consent is older than 11 months, the Rx will not be added, and the Auto-Refill date will be cleared from the prescription.

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Manual Auto-Refill Consent

BestRx supports collecting Auto-Refill consent manually for pharmacies that do not use a signature pad to dispense prescriptions.

California Pharmacy Auto-Refill Consent

Manual Auto-Refill Consent

BestRx supports collecting Auto-Refill consent manually for pharmacies that do not use a signature pad to dispense prescriptions. Manual consent workflows vary depending on whether the pharmacy is located in California or outside of California, as Auto-Refill consent in California is collected on a per-prescription basis.

California Pharmacy Auto-Refill Consent

Because Auto-Refill consent is collected on a per-prescription basis in California, the ability to add consent has been added to the Rx Profile screen for each Rx.

To collect consent:

1. From the Rx Profile screen, right-click on the number corresponding to the Rx.

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2. Select Add/Remove Auto-Refill Consent

3. Complete the fields in the consent entry window

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4. Save the record.

Consent Log Location: A record of consent, including signatures if applicable, can be found under Dispense/Delivery → Reports → 6. Refill Consent Log

Non-California Pharmacy Auto-Refill Consent

Non-California pharmacies can collect manual Auto-Refill consent from either the Patient File or the Rx Profile screen.

From the Patient File

1. Open the patient file.

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2. Click the three dots next to Last Consent Date.

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3. Complete the fields in the consent entry window.

4. Save the record.

From the Rx Profile Screen

1. Open the Rx Profile screen.

2. Click the three dots next to the Patient Name.

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3. Select Request Auto-Refill Consent from the prompt.

4. Complete the fields in the consent entry window

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5. Save the record.

Consent Log Location: A record of consent can be found under Dispense/Delivery → Reports → 5. Consent Signature Log.

Consent & Auto-Refill Frequently Asked Questions

Auto-Refill prescriptions are not processing automatically

Issue

Prescriptions may not auto-process through Night-Tech or Auto-Process when required consent has not been captured.

Resolution

• Navigate to Pharmacy Setup → Refills.

• Review the Action if Consent Missing/Expired setting.

• If appropriate for the pharmacy's workflow, change the setting to Add to Refill Queue AND Process.

• Non-California pharmacies may also review their consent capture settings if consent collection is not required for their workflow.

A patient revoked consent, but the consent date still appears

Information

Consent records are maintained as part of the patient's history and audit trail. Updating a consent response does not necessarily remove all historical consent information.

Resolution

• Review the consent details from the Patient File.

• Update the consent status as needed.

• If permanent removal is required, additional review may be necessary.

Patients are not appearing in the Consent Signature Log

Information

Consent signatures are only recorded when consent prompts are presented and captured through configured workflows.

Resolution

• Verify the applicable consent is enabled.

• Confirm signature capture settings are configured correctly.

• Review messaging and signature collection settings.

Where can consent records be reviewed?

Consent Signature Log

• Dispense/Delivery → Reports → Consent Signature Log

Refill Consent Log

• Dispense/Delivery → Reports → Refill Consent Log

Capturing Auto-Refill consent for California pharmacies

Information

California pharmacies may be required to obtain Auto-Refill consent before prescriptions can be automatically refilled.

Resolution

• Capture consent using supported electronic workflows when available.

• Review available consent options from the patient or prescription profile.

• Follow applicable state requirements for consent collection.

Auto-Refill consent for nursing home, assisted living, and delivery patients

Information

Consent requirements still apply when required by state regulations.

Recommendation

Use supported electronic signature collection methods appropriate for the pharmacy's workflow and applicable regulations.

Requesting consent for multiple prescriptions

Information

Consent requests are generally performed at the prescription level.

Recommendation

Review the Patient Profile and request consent for each eligible prescription as needed.

Signature pad issues during consent collection

Resolution

• Verify BestRx and BestPOS are up to date.

• Confirm signature pad settings are configured correctly.

• If using supported payment hardware, verify all required device options remain enabled.