Troubleshooting Immunisation Claims

Pracsoft User Guide

Troubleshooting Immunisation Claims - Error Messages

About Immunisation Claims
Deleting an item within an Immunisation Claim
Dropping the Immunisation Claim
Error Messages and Resolutions

There are numerous reasons for why an immunisation claim might be rejected. For example;

o Error 9202 'Could not set the vaccine batch number' can occur if the claim contains any hyphens, spaces or other symbols, or is missing a batch code entirely.

If Pracsoft discovers errors within an immunisation claim, you will be alerted to them when you are preparing the claim data for transmission. See below for a full list.

What to do if an Immunisation Claim Fails Preparation

Your choices for resolving failed immunisation claims are;

o Deleting an item within an immunisation claim.
This flags one or more immunisations within an immunisation claim as 'deleted'. A deleted item will be ignored when you next prepare the claim, allowing you to successfully send the remaining immunisation items within the immunisation claim. An item within a claim should only be deleted once you have determined the issue that prevented successful preparation to begin with. Once you have determined this, you can delete the item, the practitioner can be notified of the issue, and she can modify/re-record the immunisation, after which it can be re-imported to Pracsoft and sent in a new claim. See Modifying Immunisation Claims for more information on deleting items within a claim.

o Dropping the immunisation claim.
This removes the claim from the list of those selected for preparation in Step 1 of Sending Bulk Claims. To drop an immunisation claim from this list, locate the claim, right-click it and select Drop Immunisation Claim from the menu that appears.

When you drop a claim in this way, there is no notification of this action in Clinical; from Clinical's perspective the claims have been successfully sent to ACIR via online claiming, regardless. Considering that a single immunisation claim can contain the data of up to 20 patients, you should ensure that you print the immunisation claims before dropping them, so that you can send a hard copy of the immunisations data to ACIR instead. It is for this reason you should drop an immunisation claim only as a last-resort.

o To print a hard copy, from within the Online Claiming window select View > Immunisation Claims. The Claim History window appears. Select the claim you wish to print and then click Print

The following table lists the possible issues that can occur, and may assist you in resolving them. Please consult your System Administrator if you require assistance.

Error Message	Reason
Line x of the IMM.OUT file is not in the required format. Please contact your clinical management application provider. Do you want to delete the IMM.OUT file?	The IMM.OUT file has an unexpected format. Please delete the file and try again.
An Immunisation for Surname, Firstname has no vaccine code and will be ignored.	Vaccine code field is blank. Please review in your clinical package and try again.
An Immunisation performed by <practitioner name> has been set-up without a Provider Number in your clinical management application. The Immunisation for Surname, Firstname will be ignored.	Practitioner's Provider Number is missing. Please ensure it is recorded in Pracsoft and your clinical package.
FirstName Surname (External_Id = xxxxx") is not linked to a patient in Pracsoft so their immunisation encounter on <Date> by <DrName> cannot be sent electronically.	External ID sent does not match any patient record in Pracsoft. An External ID is an identifying number for a patient record. Please ensure that the patient exists in both Pracsoft and your clinical package.
Surname, FirstName (External_Id = xxxxx")is not correctly linked to a patient in Pracsoft - <one of the above fields that didn’t match> doesn’t match	External ID is found, but specific data does not match what is on record (Surname, First Name, Medicare Number and Date of Birth). An External ID is an identifying number for a patient record. Please ensure that the patient exists in both Pracsoft and your clinical package.
Error retrieving encounters for batching.	Trouble retrieving encounters for the batch from the database. Please contact MedicalDirector Customer Care.
Error creating immunisation claims.	Error creating the batch. Please contact MedicalDirector Customer Care.
Error retrieving unlinked immunisations.	Error occurs when looking for unlinked immunisation records. Please contact MedicalDirector Customer Care.
Error retrieving immunisations.	Trouble retrieving encounters for the batch from the database. Please contact MedicalDirector Customer Care.
Provider No. xxxxxx has not been set-up in MedicalDirector Pracsoft. Please set-up this Provider before continuing with Immunisations	The Provider Number in Clinical does not match that recorded in Pracsoft. Please ensure it is recorded in MedicalDirector Pracsoft and your clinical package.
FirstName Surname (External_Id = xxxxx") is not linked to a patient in MedicalDirector Pracsoft so their immunisation encounter on <Date> by <DrName> cannot be sent electronically. Surname , FirstName (External_Id = xxxxx") is not linked to a patient in Pracsoft so their immunisation encounter on <Date> by <DrName> cannot be sent electronically.	If the External ID sent does not match any patient record in Pracsoft An External ID is an identifying number for a patient record. Please ensure that the patient exists in both Pracsoft and your clinical package.
Error retrieving encounters for batching.	Trouble retrieving encounters for the batch from the database. Please contact MedicalDirector Customer Care.
Error creating immunisation claim.	Error creating the batch. Please contact MedicalDirector Customer Care.
There are no encounter in claim Axxxxx. Please delete this immunisation from Pracsoft and recreate it in your clinical management application.	Batch has no encounters. Delete the immunisation and recreate it in your clinical package.
Error (<error code>): Could not reset the Medicare Australia Online session.	Cannot reset Medicare session. Please try again.
Error (<error code>): Could not create the Medicare Australia Online ACIR Claim.	Cannot create the claim object. Please try again.
Error (<error code>): Could not set Immunising Provider Number.	Cannot set Provider Number / Payee Provider Number. Record the Provider Number / Payee Provider Number.
Error (<error code>): Could not set Immunising Provider Number.	Cannot set immunising provider number. Record the Provider Number / Payee Provider Number.
Error (<error code>): Could not set Claim id.	Cannot set Claim ID (claim batch number). Please contact MedicalDirector Customer Care.
Error (<error code>): Could not create the Medicare Australia Online Encounter for Surname, FirstName.	Cannot create encounter object. Retry. If it fails again, please contact MedicalDirector Customer Support.
Error (<error code>): Could not set the ATSI indicator for Surname, FirstName.	Cannot set ATSI Indicator. Review the patient's ATSI status.
The immunisation claim for Surname, FirstName has an invalid Date of Immunisation. Please delete this immunisation from Pracsoft and recreate it in your clinical management application.	Date of immunisation set is invalid. It cannot be a future date, and must always be after the patient’s date of birth. Please check the data in your clinical package and try again.
Error (<error code>): Could not set the Date Of Immunisation for Surname, FirstName.	Date of immunisation set is invalid. It cannot be a future date, and must always be after the patient’s date of birth. Please check the data in your clinical package and try again.
Error (<error code>): Could not set the Patient Address Line1 for Surname, FirstName.	Cannot set Patient Address Line1. Review the patient's details.
Error (<error code>): Could not set the Patient Address Line2 for Surname, FirstName.	Cannot set Patient Address Line2. Review the patient's details.
Error (<error code>): Could not set the Patient Suburb for Surname, FirstName.	Cannot set patient address locality. Review the patient's details.
Error (<error code>): Could not set the Patient Postcode for Surname, FirstName.	Cannot set patient address post code. Review the patient's details.
Please enter a correct Date of Birth for Surname, FirstName and prepare the claim again.	Date of birth is not valid. Must be a valid date Must not be more than 130 years in the past Must not be a date in the future Must be equal to or prior to the date on which the patient was assessed Please check these parameters and try again.
Error (<error code>): Could not set the Patient DOB for Surname, FirstName.	Cannot set the patient date of birth. Review the patient's details.
Error (<error code>): Could not set the Patient Family Name for Surname, FirstName.	Cannot set patient family name. Review the patient's details.
Error (<error code>): Could not set the Patient First Name for Surname, FirstName.	Cannot set patient first name. Review the patient's details.
Please enter gender for Surname, FirstName and prepare the claim again.	Patient sex at birth is not recorded correctly. Review the patient's details.
Error (<error code>): Could not set the patient gender for Surname, FirstName.	Cannot set patient Sex at Birth. Review the patient's details.
Please enter Medicare Card Number for Surname, FirstName and prepare the claim again.	Patient medicare number is empty. Review the patient's details.
Error (<error code>): Could not set the Patient Medicare Card Number for Surname, FirstName.	Cannot set patient medicare number. Review the patient's details.
Please enter Medicare Referance Number for Surname, FirstName and prepare the claim again.	Patient reference number (Medicare line number) is invalid. Please check the patient's Medicare number.
Error (<error code>): Could not set the Medicare Reference Number for Surname, FirstName.	Cannot set patient reference number. Please check the patient's details and try again.
Error (<error code>): Could not set the HepB Birth dose indicator for Surname, FirstName.	Cannot set HepB birth dose indicator. Review this in the clinical package.
The immunisation claim for Surname, FirstName has an invalid HepB Birth Dose Date. Please delete this immunisation from Pracsoft and recreate it in your clinical management application.	Cannot set HepB birth dose date. Must be a valid date Must be on or after 1/1/1996 Must be on or after patient's DOB Cannot be in the future Please check these parameters and try again.
Error (<error code>): Could not set the HepB Birth dose date for Surname, FirstName.	Cannot set HepB birth dose date. Must be a valid date Must be on or after 1/1/1996 Must be on or after patient's DOB Cannot be in the future Please check these parameters and try again.
Error (<error code>): Could not create the Episode for Surname, FirstName.	Cannot create episode object. Please try again.
Error (<error code>): Could not set the Vaccine Code for Surname, FirstName.	Cannot set vaccine code. Review this in the clinical package.
The immunisation claim for Surname, FirstName has an invalid Batch Number. Please delete this immunisation from Pracsoft and recreate it in your clinical management application.	Vaccine batch number is not recorded. Review this in the clinical package.
Error (<error code>): Could not set the Vaccine Batch Number for Surname, FirstName.	Cannot set vaccine batch number. Review this in the clinical package.
The immunisation claim for Surname, FirstName has an invalid Vaccination Dose.	Vaccine sequence / dose is invalid. Please delete this immunisation from Pracsoft and recreate it in your clinical management application.
Error (<error code>): Could not set the Vaccine Dose for Surname, FirstName.	Cannot set vaccine dose. Review this in the clinical package.
Claim authorisation failed. Error (<error code>): <Error description>.	Claim authorization has returned an error. Please review your PKI certificate and passphrase , or call Medicare for further assistance.
**** END OF CLAIM (Axxxxx): Claim not processed - Provider <provider number> has not been confirmed as added to the Location Certificate	If the practitioner has not selected 'Added to location certificate'. Ensure the practitioner has selected to be added to the Location Certificate.
Problems selecting all Prepared claims	Failure to get stored content to transmit. Please contact MedicalDirector Customer Care .
Could not find IMMCLAIM entry for ClaimNo Axxxxx.	Could not match the claim number returned in the report to a record in database. Please contact MedicalDirector Customer Care.
Could not find ENCOUNTER entry for ClaimNo Axxxxx.	Could not match the encounter ID returned in the report to a record in database. Please contact MedicalDirector Customer Care.
Could not find EPISODE entry for ClaimNo Axxxxx.	Could not match the episode ID returned in the report to a record in database. Please contact MedicalDirector Customer Care.
Transmission successfully sent to Medicare Australia. However Claim Axxxxx encountered database problems when setting Claim status.	Failed to update the status of transmitted claim. Please contact MedicalDirector Customer Care