Sometimes you will see errors or queries on your NHS Scotland Claims, from either the patient's NHS tab, or the NHS Claims Report.

For more information on how to submit an NHS Claim to NHS Scotland, take a look at our web page - Create and Submit an NHS Scotland claim

Dealing with errors

There are three types of errors:

  1. Dentally validation errors. These appear when you try and submit, they relate to specific fields on the claim that we have identified should be set up and we try to make sure that you don’t send information that will give you an error back straight away before the claim is sent.

  2. XML validation errors. As part of the process for sending a claim or PA the information is turned into a special document format called XML. Before Dentally sends this information, it runs it past a piece of software that makes sure it looks correct.

  3. Errors returned by Practitioner Services

XML Validation Errors

XML errors will always say they are XML errors. Dentally has tried hard to make the error message clear so that you can work out what you need to do.

For example here the CHI number is too long. You will need to search for the CHI number once again.

One of the common XML errors we see is "postcode is invalid". When you see this you need to check the patient’s postcode AND the postcode for the patient’s representative, if you have entered one.

Practitioner Services Errors

When you see an error on the NHS Claims Report, there is usually either a warning (in yellow) or an error code and explanation with it (in red).

To see the full explanation, go to the individual patient's record, and click on their NHS tab, Claims tab.

NHS Warning Message

An NHS warning tells you that your claim may be rejected.

NHS Report with Error number

An Error message usually has a code associated with it. Hover your mouse over the details and it will display on screen. However, it is often easier to go to a patient's NHS tab, then Claims Tab to see the error message in full.

NHS error with more detail

The error message always has an error code, followed by a full explanation of the error. If you cannot work out what to do yourself to resolve the error, the Dentally Support team will help you.

When you resolve the error, submit the claim once again.

Multiple Errors on one Claim

You may find that there are more than one error on the claim. In this case, each error will be listed. Work through the errors and submit again when all are resolved. Each individual error will start with an error code, such as E000623 above. The error may refer to a particular treatment code on the plan, for example, in the image above, Error E000682 refers to treatment 1426.

You can only submit a claim 10 times before it will be permanently rejected. If you are getting anywhere close to the limit, please contact the Dentally Support Team for help and advice.

eDental error message

Occasionally you may see an eDental error message. This usually means that the eDental service is unavailable. You will need to submit these claims again once the eDental service has been restored.

Other Dentally web pages to help you with NHS Scotland Claims include:

Create and Submit NHS Scotland Claim

Withdraw a claim NHS Scotland

Use the NHS Claims Report to track progress of NHS Scotland Claims

NHS Scotland Claim Error - No significant treatment on a claim

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