All other prescriber queries

Queries from practices or patients when pharmacies do not appear in the list

If you do not see your preferred pharmacy in the available list, you can manually enter the dispensary's email address into the appropriate field. The prescription will then be securely sent to the specified email address. Should you encounter any difficulties at the pharmacy, our support team is available via WhatsApp at +27 66 557 3104 to assist you.

Medical Scheme Information

Formularies for medical schemes are influenced by several factors, including medicine availability and agreements with individual schemes. Please note that the 2025 formularies have not yet been uploaded to the platform. We appreciate your understanding and apologize for any inconvenience this may cause.

Managing Your Subscription

You have the ability to manage your subscription directly from your profile section. Upon clicking on your profile, you will find a ‘Subscriptions’ tab on the left. This will open your subscriptions page, where you can select “Manage your subscription.” An OTP will be sent to your registered email address, granting you access to the self-service portal where you can update your subscription preferences.

Use of the Script in the Public Sector

The EMGuidance Script platform is fully compliant with electronic prescription regulations, adhering to Regulation 33 of the Medicines and Related Substances Act. Regulation 33 governs all prescriptions in South Africa, applying equally to both the private and public healthcare sectors. Furthermore, these requirements cover prescriptions for all medicine schedules, including Schedule 6 medicines, ensuring legal validity and consistency across healthcare settings.

Medical scheme authorisation: understanding acceptance of EMGuidance Scripts

EMGuidance Script is a legally compliant electronic prescription platform, designed to meet South Africa’s requirements as set out in Regulation 33 of the Medicines and Related Substances Act 101 of 1965. Prescriptions are generated electronically and signed by the prescriber using an advanced electronic signature (AES), ensuring alignment with national standards for e-prescribing.

When a prescriber finalises a prescription using AES and two-factor authentication (2FA), the resulting document does not display a traditional handwritten signature. To verify the encrypted AES signature, users must open the PDF in a compatible viewer and access the signature details via the signature panel.

For security, the AES-signed original script is securely stored within the EMGuidance Script cloud. This ensures the dispensing pharmacy can access the original legal prescription, in line with Medical Schemes Act requirements. Neither the patient nor the doctor receives a direct copy of the AES-signed original script.

When applying for chronic authorisation, prescribers can download an authorised copy of the prescription to share with a medical scheme. This version is not AES-signed and becomes available only after the AES-signed original has been securely stored in the EMGuidance Script cloud. It is important to note that scanned copies of handwritten, or typed scripts signed with an unsecured digital signature, do not constitute a legally valid original under current legislation.

By following these steps, healthcare professionals and scheme administrators can be confident in the security, authenticity, and legal compliance of prescriptions generated via EMGuidance Script.

Estimated Quantities

For Schedule 6 medicines, both the numeric and written quantities have consistently appeared on the script PDF, as required by legislation. For all other schedules, an estimated quantity now also appears on the script PDF; this field is necessary for integration with dispensing systems. Prescribers are able to enter their own dosing instructions in the dose field and may adjust the estimated total quantity for any medicine up to and including Schedule 5. Please note that while the system calculates the estimated quantity to the best of its ability, it may not always be exact. Pharmacists are therefore still responsible for determining the most appropriate dispensing quantity, taking into account the prescribed dose, frequency, and duration.

SEP Query

The Single Exit Price (SEP) displayed is based on the pack size associated with the selected NAPPI code, which may, in some cases, reflect a bulk pack size (for example: 1000 units). The system does not calculate the precise SEP for the specific quantity prescribed; rather, it provides a general SEP based on the available pack sizes. If the displayed SEP appears unusually high, users are encouraged to click on the "View detailed pricing" link, which will show the unit price for greater clarity.

Medicines Not Appearing in Script Search

If a medicine does not appear in the script platform’s search results, start by checking whether the issue can be reproduced in the live (production) environment. If the medicine remains unsearchable, investigate whether an Active Ingredient Monograph (AIM) has been published for the relevant NAPPI code. If there is no corresponding AIM, determine if the product is a registered medicine by confirming its presence on the official pricing sheet, or identify if it is an unscheduled, unregistered item.

For Schedule 6 medicines, it is especially important to add the NAPPI to the additional sheet temporarily to ensure accurate quantity calculations until a permanent solution is in place. The medicines team is responsible for notifying relevant stakeholders about any changes to published AIMs; however, updates may not always immediately reflect the most current pipeline status.

For products up to Schedule 5 or 6 that are listed on the pricing sheet but for which the AIM is not yet published or has been temporarily unpublished: the absence of an active ingredient monograph (for example, atomoxetine hydrochloride solution) on the EMGuidance repository explains why the registered NAPPI code does not currently appear in search results. As an interim measure, you can use the “script manually” function to prescribe the medicine. The system will remember these manual entries, so there is no need to retype details for subsequent scripts. Once the monograph is published, the NAPPI will be searchable again and all relevant reference information will become accessible.

For unscheduled products such as supplements or probiotics

Unscheduled products, such as supplements and probiotics, may not be listed on the Department of Health pricing sheet and therefore might not appear when searching the script platform. To prescribe these products, use the “script manually” option. The platform will remember your manual entry for future use, reducing the need to retype each time you wish to script the product. Be aware that reference information will not be available for these manually added items.

Cancellation/Changing plans

Subscriptions via web can be managed via the Subscriptions tab on the user’s profile section. This takes the user to ChargeBee to manage the subscription.

Mobile subscriptions need to be managed via the respective app store or device:

- On mobile Android - Open Google Play Store app > Account (top right) > Payments and subscriptions > Subscriptions

- On mobile iOS - Device settings > Your Apple ID > Subscriptions

Annual mobile subscriptions will not be reimbursed after the cooling off period (a few days), they will need a manual repayment process to be followed if this is applicable to the scenario.

Database coverage for medicines and complementary products

The EMGuidance database is primarily composed of medicines registered with the South African Health Products Regulatory Authority (SAHPRA). We are actively expanding our repository to include more complementary and alternative medicines (CAMS) as well as unscheduled products. Currently, options such as Melatonin syrup and Melatonin 3mg tablets are not listed as SAHPRA-registered products in the SAHPRA Registered Health Products Database or in the Medicines Price Registry.

For further learning resources, including step-by-step instructional videos and educational blog content, please visit our resources page.