NHS Scotland will send responses to treatment claims where there is an issue requiring your attention.

Managing NHS Claims Responses

Contact the NHS regarding any queries you may have relating to claim responses, as they should be able to provide you with additional context relating to the response.

 💡Tip: Use email as your main point of contact with the NHS regarding responses, due to the NHS email team having access to a wider range of tools to answer your response queries effectively and efficiently.

NHS Scotland Contact Details

Access the NHS Scotland website for the latest contact details; https://www.nss.nhs.scot/contact/.

NHS Scotland Dental Support;

• Email: nss.psddental@nhs.scot
• Phone: 0131 275 6300

ATOS for EPOC and PIN;

• Phone: 01506 606375
   
• Email: epharmsdenquiries@atos.net (only email if you are unable to get through on the phone number).

Requesting Additional Response Information 

When requesting additional information regarding an NHS response, you should include the following information to help the NHS support team assist you effectively;

• Site number.
• List number the claim/s belong to.
• CRN/COT number.
• Response.
• Acceptance, completion, and approval dates.

You should also ask the following questions;

1. Copy and paste the response from EXACT into the email.
2. Include any additional information you want to learn about the claim.
   • This may include background information relating to the claim, such as what type of claim it relates to (continuation or rejection).
3. Include charting information.
   • This should include the codes that have been charted, the quantities and the fee for each.
4. Query what is incorrect in the claim.
5. What is required to get the claim accepted and processed?

eDental Responses

A list of claims responses is available from NHS Scotland.

• eDental error messages; https://www.nss.nhs.scot/dental-services/claims/edental-error-messages/
• Guidance documents on eDental and eOrtho error messages; https://www.nss.nhs.scot/publications/edental-error-messages/

Common Claims Responses

E000851: This claim is a duplicate of a previously submitted claim

This code is used when a claim is reported to overlap with an existing claim already being processed. This is sent automatically when a claim for the patient is being processed.

⚠️Please Note: This response code has previously been received in error by practices when claiming for an A001 (Extensive Clinical Examination) after an A003 (Unscheduled Care and Assessment) on a separate claim. 

E000677: Treatment code and quantity are not valid on the date of acceptance

This response will be received when using a new code as outlined in Amendment No.161 to the SDR prior to 1st November 2023.

To resolve this, re-chart the treatment using the correct treatment codes.

E000716: The benefit recipient name has been specified without the corresponding exemption category being specified

This response is normally seen when the patient information is holding onto an exemption in the background. Follow the steps below to resolve this issue.

1. Resubmit the course of treatment (COT) with the 716 response.
2. Make a note of the patient's actual DOB.
3. Temporarily change their DOB to make the patient older than 26.
4. Clear the CHI number and save the patient file.
5. Select the Chart Tab and click the exemption button on the COT.
6. Remove any exemptions that are ticked and press OK.
7. Return to the patient record and change the DOB back to the correct date and save the patient file.
8. Search for the CHI number again, accepting the correct result as normal, and save the patient record again.
9. TC (Treatment Complete) the COT as normal, and the exemption should have been removed.
10. The COT should get through without further responses.

[Error]: Activate returned Error Code: 50035 'Signing certificate with subject...'

If you see this, contact the NHS support team so they can check the EPOC and PIN code for your practice with ATOS.

[Error]: Activate returned Error Code: 50070 'Failed to retrieve private key of certificate.'

1. Open Microsoft Management Console (MMC) by searching for MMC in Windows or opening the Run window and typing MMC.
   
2. Navigate to File - Add or Remove Snap-in, highlight Certificates and click Add
   
3. Add to Computer Account, click Next, then Finish, then press OK.
   
4. Expand the Personal folder then click Certificates.
   • Right click all Certificates that are yet to expire with 8 digits (usually starting “8120”) then click All Tasks then Manage Private Keys.
     
   • Click Add then type everyone and click OK.
   • Repeat this for each certificate.
     
5. Now close the MMC window and click No to save console settings.
6. Attempt to transmit NHS Claims, or request a CHI number to clear the private key responses.
   ⚠️Please Note: There have been some instances where MMC will crash, preventing you from proceeding. If this happens, try running certlm.msc to find the certificates on the local machine and this should then allow to carry on from step .

[Error]: Activate returned Error Code: 000603 'The patients details response code has been used for a previous claim reference'

1. Resubmit the Course of Treatment (COT).
2. Remove the CHI and Dentist.
3. Save the patient record.
4. Select dentist and re-request CHI.
5. Save the patient record.
6. Re-send the claim