Hi Robert,

If a patient informs you after treatment completion that they were actually exempt, and the NHS has already deducted the amount from your practice’s payment, here’s what you can do to sort it out:

1. Update the Patient’s Record:

• Go to their record and add the correct exemption type and date under their exemptions.

2. Reopen the Treatment Plan:

• Head to the patient’s chart history, find the treatment plan, and reopen it.

3. Resubmit the Claim:

• Submit the claim again, ensuring you’ve selected the correct exemption on the NHS claim form.

4. Adjust the Invoice:

• If an invoice was already raised for the patient, you’ll likely need to delete it and create a new one reflecting the exemption.

5. Contact the NHS:

• Reach out to the NHS to explain the situation and request a correction to your practice’s payment.

It’s always a good idea to double-check exemptions at the start of a treatment plan to avoid these issues in the future, but hopefully these steps help you recover the amount this time around! If you need further help, feel free to contact our Support team with the live chat feature within Dentally.