Investigating your invalid claim errors in NHS England
Occasionally you may have NHS claims returned with an error message. When a response is received you will see a notification in the top right of Dentally.
However, there is a way to monitor and action your claims from the reports within Dentally, Take a look at the recommended process below 👇
1. NHS Claims Report
You can use your NHS claims report to keep track of your claims as a whole. It can be ideal for locating patients with errors against there treatments.
Go to reports and open the NHS Claims report
Set your filters to the relevant dates
Change the status filter to Invalid
From here you can work through all invalid claims
📝 Please note: Users with security access levels 3 and 4 will be able to see every provider listed on the report. Those providers with less than level 3 access will only be able to see their own figures.
2. Patients NHS tab
After finding a patient that requires action on your report, open the relevant patient in Dentally either by clicking on them on the report, or searching for them as normal.
Navigate to the patient's 'NHS' tab
Here you will be able to see the status and can use the 'View History'
icon to view the treatment history for this claims, ti will show any responses from the NHS, including but not limited to why the claim is invalid.You can use the TP button to jump back to the treatment plan on the chart screen, where you can reopen your plan to make and changes needed.
If you choose to reopen the claim, you can use the 'Submit' button, which will open the claim form and highlight any responses from the NHS at the top of the form 👇
3. Amend the Treatment Plan
Once you understand the error you are receiving you will need to make the relevant changes to the course of treatment and submit this back to the NHS. To make changes to the claim, you will need to first resubmit this plan so it can be edited again:
Follow the instructions here to resubmit your claim.
Once open you can then untick the treatment that needs amending.
Amend as appropriate.
Check the treatment.
Submit the claim back to the NHS.
Help with responses
If you struggle to decipher the reasons why claims are invalid, or cannot see how to amend claims please contact the NHBSA for further advice.
After speaking with the NHSBSA, if you are still unsure please get in touch with Ellie and the support team for further advice via support chat in Dentally.
Alternatively, we do offer a range of help documentation around claim errors which can be found in our dedicated help centre collection here.