Responses to claims are sent by the NHS when there is a query relating to a claim or course of treatment. The NHS are best equiped to answer any queries you may regarding these responses via email.

Please use email as your first point of contact with the NHS regarding responses due to the NHS email team having access to a wider capacity of tools to answer your response queries effectively.

We have compiled a list of information and questions to ask the NHS if you are to contact them regarding any responses you may have received.

Information to provide with all queries:

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

Questions to ask:

1. Provide the response in question, you can copy and paste this into your email, this is due to the NHS having specific information relating to each individual claim.
2. Provide any additional information you wish about the claim, eg. the background of the claim such as what type of claim it relates to (continuation/rejection etc).
3. Provide charting information: what codes are charted, how many times each code is charted and the fee for each.
4. What is incorrect in the claim?
5. What is requried to get the claim accepted and proccessed?

You can find a list of some of the most common responses from NHS Scotland below. 

• Official NHS Guidance for eDental and eOrtho
• eDental Responses
• Common Responses
  • E000851: This claim is a duplicate of a previously submitted claim.
  • E000677: Treatment code and quantity are not valid on the date of acceptance
  • E000716: The benefit recipient name has been specified without the corresponding exemption category being specified
  • [Error]: Activate returned Error Code: 50035 'Signing certificate with subject...'
  • [Error]: Activate returned Error Code: 50070 'Failed to retrieve private key of certificate.'

eDental Responses

A list of eDental response codes can be viewed as a PDF here.

Common Responses:

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

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

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 exemtpion in the background, follow the steps below to resolve this issue.

1. Resubmit the course of treatment (COT) that has the 716 response.
2. Make a note of the patients 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. Go back to the patient file and change the DOB back to the correct DOB and save the patient file.
8. Search for the CHI number again, accepting the correct result as normal, 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 support team so they can check the EPOC & 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 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”, “Manage Private Keys”
   
5. Click “Add” then type “everyone” and click ok (for each certificate)
   
6. Now close the MMC window and click “no” to save console settings and test Transmitting, CHI or retransmit to clear the “private key” responses.
   
7. *There have been some instances where MMC will crash out and prevent 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 4 onwards.