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Parchment eScripts (SSO Integration) – Internal Support Guide

Parchment eScripts — Common Q&A for Partner Support Teams(Single Sign-On / Partner-Managed Identity Version)

Content extracted from a document provided to us from Parchment

Audience: Internal support staff at PMS partners integrated with Parchment via SSO, where user identity, login, and roles are managed entirely by the partner software. Users never create a Parchment password, never receive Parchment invite emails, and never log in to Parchment directly — they reach Parchment through your software (typically an embedded screen).

What this means for support: Almost no Parchment identity-management issues arise in this model — no password resets, no welcome emails, no "resend my invite", no user-role management inside Parchment. If a user can't access prescribing, the first place to look is their account and role in your software — not Parchment. The one exception is MFA: all users must still set up multi-factor authentication through Parchment on first access (see Section 3).

Escalation to Parchment: hello@parchment.health (or your established integration channel). When escalating, include the organisation name, the user's email, your platform name, and a screenshot of any error.

In this article:

  1. HPI-O — The Most Common Question

  2.  Linking Parchment's CSP in PRODA 
  3. Users, Roles & Access
  4. Prescriber Verification
  5. Patient Access
  6. Pricing & Billing
  7. Prescribing Quick Links (Once They're Set Up)
  8. Triage Order for "It's Not Working"
  9. When to Hand Off to Parchment

 

1. HPI-O — The Most Common Question (Still Applies Under SSO)

SSO changes who manages identity — it does not change the government-side organisation setup. An HPI-O (Healthcare Provider Identifier – Organisation) is issued through PRODA/HPOS, and every organisation must have one linked to Parchment before anyone can prescribe — including sole practitioners.

The short answer for customers:

Every clinic (even a solo prescriber with an ABN) needs an HPI-O registered in PRODA and linked to Parchment. Parchment's step-by-step guide covers this end-to-end — and if you get stuck, Parchment's team will walk you through it directly.

Primary link to give customers: SETTING UP A NEW ACCOUNT & ORGANISATION

Common HPI-O variations and how to respond:
Customer says… Response Link
"Do I need an HPI-O? I'm a sole practitioner." Yes — required for ePrescribing. Any prescriber with an ABN can register one, no clinic ownership needed. Can I apply for an HPI-O without owning a clinic?
"What actually is an HPI-O?" Brief explainer of the identifier and registration requirements. What is an HPI-O and registration requirements?
"We already have one but can't find it." It can be looked up in HPOS via PRODA. How to find my existing HPI-O?
"We've applied but Medicare/PRODA hasn't issued it yet." Provisioning can take time and is outside Parchment's control — but direct them to Parchment, who can assist with the application and extend trials/offers while they wait. Escalate to Parchment
"Setup errors / can't link / something's wrong in PRODA." Troubleshooting for the most common registration and linking errors. HPI-O Registration, Setup and Linking Guide for Parchment in PRODA

Rule of thumb: Anything PRODA/HPI-O related that isn't answered by the articles above → hand straight to Parchment.

2. Linking Parchment's CSP in PRODA (Still Applies Under SSO)

After the HPI-O exists, the organisation must link Parchment's CSP (Contracted Service Provider) to it in HPOS. This is government-side setup and applies regardless of how users log in.

Practice manager doing PRODA setup on behalf of doctors? Delegation still applies:

3. Users, Roles & Access — Managed In Your Software

Under SSO, your platform is the source of truth for who a user is and what they can do. Parchment receives the user's identity and role from your software each time they open a prescribing session.

What this means in practice:

  • "I can't log in to Parchment" → They don't log in to Parchment. They access it through your software. Troubleshoot their login to your platform.
  • One exception — MFA is still required through Parchment. Even under SSO, every user must set up multi-factor authentication with Parchment on first access — prescribing is a regulated activity and this layer sits on top of your software's login. Users are prompted to set it up the first time they open Parchment. Setup and changing MFA methods: How to change or set up other authentication methods/passwords
  • "I'm not receiving my MFA code" / "I need to change my MFA method" → Same article as above; if the user has lost access to their MFA method entirely, escalate to Parchment to reset it.
  • "I can't see the prescribing screen / get an access error" → Check the user's role and permissions in your software first. They must be set up with the appropriate prescriber (or admin) role on your side. If the role is correct and access still fails, escalate to your integration team and Parchment.
  • "Forgot my Parchment password / didn't get a welcome email" → These don't exist under SSO. Login and identity are handled by your software — only the MFA step above belongs to Parchment.
  • Adding or removing a user → Done in your software. New prescribers will still need their clinical identifiers verified before they can write scripts (Section 4), and will set up Parchment MFA on first access.
  • A prescriber's details changed (name, email, role) → Update in your software; changes flow through to Parchment. If details aren't reflecting after an update, escalate.

4. Prescriber Verification (Still Applies Under SSO)

SSO handles who the user is — it does not replace the clinical identifiers every prescriber must have on record before prescribing: AHPRA number, HPI-I, and prescriber/provider number. Depending on the integration, these are captured in your software's prescriber profile or completed in the embedded Parchment setup flow on first use.

Question Link
Where do I find my AHPRA number? How to look up an AHPRA number?
What's an HPI-I and where is mine? What is an HPI-I and how to find yours? / How to find my HPI-I?
My HPI-I isn't linked in PRODA My HPI-I is not linked in PRODA?
Where do I find my prescriber number? How to look up a Prescriber number on PRODA?
We've opened a new location and need another provider number How to add a new provider number on PRODA?
What's my PRODA RA number? How to find my PRODA RA number?

Provider number formatting matters. Provider numbers include a check character at the end (e.g. a trailing letter). If a pharmacy reports a dispensing issue tied to a prescriber's provider number, verify the full number was entered exactly as issued in your software's prescriber profile — including the final letter — and escalate if it appears correct but scripts still fail.

eRx entity ID failures. Occasionally a prescriber's eRx entity ID fails to generate during setup. This is not a Parchment issue — it's usually a problem on the eRx (prescription exchange) side. When it happens, direct the user to How do I manually generate an eRx entity ID?. Once the form is submitted, eRx sends the number directly to Parchment — Parchment will input it and notify the user when it's done. No further action is needed from the user or your team after the form is filled.

5. Patient Access — One Patient at a Time

The #1 misconception: "I opened Parchment and can't see all my patients."

Parchment does not bulk-import your patient database. Patients sync across one at a time — the recommended workflow is to use your software's "open in Parchment" function on a patient record, which searches for and adds that patient.

This is expected behaviour, not a sync failure. Set this expectation up front and most "missing patients" tickets disappear.

Patients are verified against the national IHI (Individual Healthcare Identifier) service when added. Most remaining issues come down to data mismatch:

Symptom First steps Link
"I can't see all my patients" Expected — patients are added one by one via the open-in function from your software, not bulk-imported. —
"Patient Not Found" when opening a patient The patient's name, date of birth, and Medicare/DVA number must exactly match Medicare's records — check spelling, middle names, and card details in the patient record on your platform, then re-open. Why am I receiving a Patient Not Found error?
Duplicate patient records created when opening from your software Known sync edge case — capture the patient IDs (no clinical details needed) and escalate for merge/cleanup. Escalate
Patient has no Medicare/DVA number They can still be added manually. Add a new patient without a Medicare or DVA number
"Parchment Health Service May Be Unavailable" Usually a transient HI Service outage — retry shortly. Health Service unavailable error
Patient's IHI status shows "Deceased" Data issue on the Medicare side — see article before escalating. My patient's IHI status is Deceased?
Need to fix/extend patient details Update in your software where possible so records stay in sync; additional Parchment-side fields per article. How to add or amend additional patient details?

6. Pricing & Billing

Note: Billing is managed through Zanda and they will be billed for Parchment during their regular subscription billing based on the number of prescribers. 

  • "How much does it cost?" → Only prescribers consume paid seats — a group practice where only some clinicians prescribe pays only for those prescribers.
  • Trial expiring while waiting on an HPI-O, or a partner offer deadline approaching → Parchment regularly extends trials and honours partner offers for clinics held up by Medicare provisioning. Always direct these to Parchment — don't tell customers the offer is lost.

7. Prescribing Quick Links (Once They're Set Up)

8. Triage Order for "It's Not Working" Under SSO

  1. Can the user log in to your software, with the right role? If not, fix on your side — this resolves most access complaints.
  2. Has the user completed Parchment MFA setup, and is their MFA method working? They're prompted on first access; for changes or code issues see the authentication methods article. Lost MFA access entirely → escalate to Parchment.
  3. Has the organisation completed HPI-O + CSP linking? If not, that blocks all prescribing (Sections 1–2).
  4. Is the prescriber fully verified (AHPRA, HPI-I, prescriber/provider number)? If not, complete verification (Section 4).
  5. Is it a patient-level issue? Apply the one-by-one sync and IHI matching checks (Section 5).
  6. Is the embedded Parchment screen failing to load at all (blank frame, security/CSP error, session expired)? This is an integration-level issue — route to your own integration/engineering team and Parchment together, with the user's email, organisation, browser, and a screenshot/console error if available.

9. When to Hand Off to Parchment

Send the customer (or the case) to hello@parchment.health for:

  1. HPI-O applications stuck with Medicare/PRODA (Parchment can assist and extend trials)
  2. CSP linking failures after the troubleshooting article has been tried
  3. Prescriber verification errors (HPI-I/AHPRA/prescriber number mismatches)
  4. Users who have lost access to their MFA method and need it reset
  5. Duplicate or mis-synced patient records needing backend cleanup
  6. Persistent dispensing/provider-number issues reported by pharmacies
  7. Embedded screen / SSO session failures that persist after a role check on your side — escalate jointly with your integration team
  8. Billing, pricing exceptions, trial extensions, and partner offers
  9. Anything where the customer is blocked and the articles haven't resolved it

When escalating, always include: organisation name, user email, your platform name, and a screenshot of the error.