PatientHub Ideas

Please submit your ideas for improving the PatientHub here. Feedback should not include personal health information (PHI), product complaints, or technical issues. For clinical, technical, or other support, please visit the PatientHub Help Center for contact information.

If you are experiencing a technical issue with PatientHub, please report it to PatientHub support at 1-800-313-1143.


Fix Delivery and Order Communication in the hub

Due to route optimization, they called after the July delivery to tell us our delivery is changing to Wednesday (8/14), but we’ll get the delivery on 8/2. The order window for the 8/2 delivery opened on the 19th; I placed the order that evening. Today, I went to view the order (it is supposed to be editable until the window closes).

My order is gone. My calendar does not reflect the 8/2 delivery we were supposed to get during the transition period. And since the communication happened after the July order window closed, it could never have been adjusted to deal with the route optimization.

Now, looking at the system, I can’t tell if the order I placed is still there, and it’s a display issue, hence some serious concern.

This type of communication and the promises made on the phone are irresponsible. It is genuinely impressive that a company with supposedly state-of-the-art medical technology can’t create a decent ordering system.

  • Guest
  • Jul 21 2024
Please select the modality this idea applies to: CCPD (using a cycler)
  • Attach files
  • Guest commented
    22 Jul 14:42

    The pharmacy tech reached out to verify that my order on 7/19 was in the system. He could not explain why I could not edit my order because I was set up for staging. It made sense that I might not see my order in the confirmed list, but when it is in the staging process, I should be able to edit the order or at least see that the order was taken into the system, not something only the tech can see. This visibility gap needs to be closed.


    To complete the loop, this issue must reach the supply chain team. The supply chain team needs to address what the patients see from the SAP configuration (a tool that is not user-friendly and is years behind in user interfaces).

    Attachments Open full size
  • Admin
    AJ Boucher commented
    22 Jul 12:30

    Thank you for reaching out. I have passed this question on to our supply team and someone should be in touch with you.

    Attachments Open full size

Related ideas