Healthcode errors
Some error codes and what they mean-
This means: Although the membership number has been found on the database, the patient details don’t match. This could be the patient’s name, date of birth or the postcode.
Solution: Double-check the patient’s details, especially the date of birth, postcode and name.
This means: The membership number has not been found on the database, the patient details don’t match. This could be because the patients is covered by an international plan (e.g AXA Global not AXA) or a corporate account.
Solution: Contact Healthcode on 0330 900 4900 for the correct details.
This means: The invoice date is not accepted, the date of invoice submission must be the date of submission
Solution: Change invoice date to todays date-
"TP endpoint error"
This means: This means your connection to Healthcode is temporarily down
Solution: Save the invoice as draft and re-try in 10 minutes. If this continues after 10 minutes contact Healthcode on 0330 900 4900
Problem with Diagnosis: Not Valid for Insurer
This means: The primary diagnosis selected is not valid for the addressed insurance provider.
Solution: Select a primary diagnosis that is accepted by the insurance provider. Contact the insurance provider or their website for a list of their accepted diagnoses.
This means: This could be for a number of reasons. Perhaps you’re not recognised by the insurer you’re trying to invoice. Alternatively, you may not have been added (mapped) to the list of people who can invoice from that site.
Solution:
- If you have a PPR (Private Practice Register) profile check the recognition status for the insurer. You can’t send the invoice if your status is showing as “pending” or “not recognised”. If you think this is incorrect contact the insurer directly.
- If you don’t have a PPR profile contact Healthcode on 0330 900 4900 who can send a request to the insurer for the correct provider number. They can also arrange for you to be correctly mapped to the site.
This means: The service code is not recognised by the insurer.
Solution: Select a different service code (e.g. surgeon fee for surgery instead of for multiple procedures).
The specified practitioner is not configured to Healthcode
This means: either the doctors identifier code isn’t mapped on the Healthcode system or it’s mapped but they aren’t recognised by the insurer.
Solution – if the practitioner isn’t mapped:
Please contact the Healthcode Customer Services team – they’ll need the following details:
the practitioner’s name
their regulatory/professional body code e.g. GMC number
the practitioner identifier (the code listed in the Controlling Spec. field)
the name of the insurer being invoiced
Solution – if the practitioner is mapped:
Please send the following details to Customer Services requesting an insurer recognition update:
the practitioner’s name
their regulatory/professional body code e.g. GMC number
the practitioner identifier (the code listed in the Controlling Spec. field)
the name of the insurer being invoiced
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ServiceCode - The insurer you’re billing requires an agreed fee for this service prior to billing
You may experience this error message on invoices for Vitality Health insurance patients. Vitality Health requires Guideline Pricing in Healthcode. If you need assistance please contact Healthcode as this isn't a change TouchPoints can make for you.
It is likely to be because-
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Invoice submission errors and fixes
| # | Error message | What it means | How to fix |
|---|---|---|---|
| 1 | Problem with Setting: Must be I, D, or O | Invoice type not set correctly | Set invoice type to Inpatient I, Daycase D, or Outpatient O |
| 2 | Problem with RegistrationNo: No matching membership details can be found | Insurer cannot match the membership number to the patient | Confirm membership number with the patient and the insurer. Correct any typos or outdated numbers |
| 3 | Invalid Username/Password | Healthcode login credentials are wrong | Re enter username and password. If still failing, ask Healthcode to reset or re issue credentials |
| 4 | Problem with ProcCode: Invalid Code | Procedure code invalid, missing, or not accepted for this insurer or date | Use a valid CCSD code. Confirm it is accepted by the insurer and was active on the service date. Check the insurer fee schedule. If you believe it is valid, email coding@healthcode.co.uk with the CCSD code, description, and insurer name |
| 5 | Problem with Diagnosis: Code not Mapped | Diagnosis code not mapped for this insurer | Choose a diagnosis code accepted by the insurer. Request the insurer approved list if needed |
| 6 | Problem with Diagnosis: Not Valid for Insurer | Diagnosis code not valid for this insurer | Select an insurer accepted diagnosis code |
| 7 | Problem with AuthCode: Invalid Format | Authorisation code format is incorrect | Edit the insurer relationship on the patient record and enter the authorisation code in the correct format required by the insurer |
| 8 | Problem with ProviderNo: Invalid Code | Provider identifier is wrong or not recognised by the insurer | Enter the practitioner identifier correctly. For GMC, include a leading zero where required. Ask Healthcode to confirm mapping and insurer recognition |
| 9 | Problem with Payee No: Invalid Code | Payee identifier is wrong or not recognised by the insurer | Check the payee identifier. Confirm mapping with Healthcode and that the insurer recognises the payee |
| 10 | Problem with ServiceCode: Code not valid for insurer | The service code is not accepted by the insurer | Update the product to a valid CCSD code for that insurer. Verify on the insurer fee schedule |
| 11 | Problem with ValidToDate: May not be before the latest date of service | An invoice or validity date occurs before the latest service date | Correct the invoice issue or validity date so it is on or after the latest date of service |
| 12 | Provider not mapped | The provider is not linked to your Healthcode account | Ask Healthcode Customer Services to map the provider to your account |
| 13 | Problem with FDOS: May not be after Today | First date of service is in the future | Submit on or after the actual date of service. Correct the date if entered in error |
| 14 | Problem with Insurer: Invalid Insurer | The insurer record is missing or has an invalid Healthcode identifier | Edit the insurer contact and add the correct Healthcode identifier |
| 15 | Problem with ServiceCode: Insurer requires agreed fee for service | Insurer requires a contracted or pre agreed fee for this code | Log in to Healthcode ePractice and set the agreed fee for this service. Contact Healthcode if you need help |
| 16 | Problem with InvoiceNo: Duplicate Invoice | The invoice number has already been submitted | Do not resubmit. Check invoice status in your system or Healthcode. If unclear, contact Healthcode with the invoice number |
| 17 | Invalid Request Format/Processing Error | The payload has invalid formatting or characters | Check patient, insurer and invoice fields for problematic characters such as apostrophes, multiple consecutive spaces, at signs, ampersands, or unusual punctuation. Clean up and retry |
| 18 | BadRequestError: Error: getaddrinfo ENOTFOUND | DNS lookup failed for Healthcode services. This is usually a Healthcode or network issue | Try again later. If persistent, contact Healthcode to confirm service status |
| 19 | Bad-RequestError: Error: Request failed with status code 502 | Healthcode gateway or upstream service error | Try again later. If persistent, contact Healthcode to confirm an incident |
| 20 | Access denied | Authentication or session problem on Healthcode side | Re authenticate. If still denied, contact Healthcode to check login services and access for your site ID |
| 21 | Problem with NetTotal: Net total exceeds insurer tariff for service | Your price is above the insurer tariff for this code | Confirm the insurer tariff and any contract price. Adjust your product price and update the invoice, then resubmit |
| 22 | BadRequestError: Error: timeout of 10000ms exceeded | Healthcode did not respond within 10 seconds | Retry. If persistent, contact Healthcode to check performance or incidents |
| 23 | Invalid SiteID | Site ID not recognised or the paired password is wrong | Verify site ID and password with Healthcode. Update saved credentials if changed |
| 24 | The specified practitioner is not configured to Healthcode | The practitioner listed on the invoice is not mapped on Healthcode or not recognised by the insurer | Ask Healthcode Customer Services to map the practitioner. Provide practitioner name, professional registration code such as GMC, the practitioner identifier used on the invoice, and the insurer name. Confirm insurer recognition or add if missing |
| 25 | Result Element is Missing or Not a Number | Missing or invalid Healthcode identifier for the insurer being billed | Add the correct Healthcode identifier to the insurer record and resubmit |
| 26 | Membership No: Patient demographics do not match registration number | Patient details do not match insurer records | Confirm full legal name including middle names and date of birth. Correct any discrepancies and resubmit. If needed, ask the insurer to check their records |
| 27 | Specialist: Invalid Code | Specialist is not recognised or not on the allowed biller list for that insurer | If you use a PPR profile, check recognition status. If pending or not recognised, contact the insurer or Healthcode to complete recognition or mapping |
| 28 | Bill: Latest service date on bill exceeds maximum invoice age | Invoice submitted outside the insurer time limit | Ask the insurer for the permitted submission window and whether an exception is possible |
If you need help from Healthcode: custserv@healthcode.co.uk for general support and coding@healthcode.co.uk for coding queries.
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