In Instinct EMR, if an item dispensed from a Cubex cabinet does not appear on a patient's invoice as expected, start with the Cubex Transaction Report. Cubex can only send a transaction to Instinct EMR after it has been successfully recorded in Cubex, so a missing charge usually means the transaction was not completed at the cabinet or was recorded under the wrong patient.
Check the Cubex Transaction Report
In MyCubex, go to Reports → Transactions and select Transactions, Complete Export, C51. Search the report for the patient and item in question.
Confirm two things:
Is the transaction listed on the report?
Was the item dispensed to the correct patient?
This matters most for Profile Overrides, where a staff member manually searches for and selects the patient at the cabinet. For example, an item intended for Fluffy Smith could accidentally be dispensed under Fluffy Clark. In that case, Cubex successfully recorded the transaction, but it will not appear on Fluffy Smith's invoice.
Check the dispense workflow
If the C51 report does not list the transaction at all, a common cause is exiting the order screen on the Cubex cabinet before the dispense finishes processing.
After dispensing an item, wait for the cabinet to display "All items have been dispensed" before selecting Exit.
Warning: Exiting the cabinet before this confirmation appears means the dispense may not be recorded in Cubex. If Cubex has no record of the transaction, there is no transaction for Cubex to send to Instinct EMR, and the charge will not appear on the patient's invoice. |
Escalate to support if the charge is still missing
If the C51 report confirms the item was successfully dispensed to the correct patient, but the charge still does not appear on the patient's Instinct EMR invoice, contact Instinct Support for further investigation. Contact support via live chat or email [email protected].
When contacting support, include:
The patient’s name
The name and PIMS ID of the dispensed item
The approximate date and time of the transaction
A screenshot or copy of the applicable C51 transaction
For an overview of how Cubex Billing determines invoice charges, see How Cubex Billing Works in Instinct EMR. For other common questions about the Cubex integration, see Cubex Integration: Troubleshooting and Common Questions.