Forms, codes, dates and claim details

Accurate claims rely on straightforward checks: the correct patient, correct date, correct form and code, correct voucher and value, valid signature and clear evidence notes. Electronic systems reduce some errors but do not remove the need for human verification.

Support staff must only complete claim tasks they are trained and authorised to perform. If a screen, code, category, performer detail, voucher value or correction process is unfamiliar, stop and ask before submitting.

Details that commonly need checking

• Patient identity: confirm name, date of birth, address, postcode, any NHS or local identifier used, and check for duplicate records.
• Date and place: verify appointment date, actual service date, collection date, domiciliary location or repair date as required.
• Claim type: sight test, eye examination, voucher, complex lens voucher, repair, replacement, supplement or refund route.
• Performer or provider details: ensure the correct practitioner, contractor, practice and authorised login are recorded.
• Voucher information: check category, value, prescription link, supplements and any patient contribution.
• Declarations and signatures: check the patient declaration, collection signature, representative details and evidence note where applicable.

Corrections and audit trails

Do not hide errors by changing unrelated details, deleting notes, using another person’s login or creating a new version that removes the original record. Use the approved correction process so the audit trail shows what changed, when, why and by whom.

Manager system controls

Most claim errors are avoidable by checking names, dates, codes, vouchers, signatures and evidence notes carefully.