Errors on the patient account or Walk In Sale can be corrected using one or more of the following features.

Write Off

The Write Off button allows you to remove either all the outstanding balance against an individual sale or part of the outstanding balance.

In the left hand column, select the sale with the outstanding balance you would like to remove.

Click the 'Write Off' button which will open a new window.

Type in the amount you would like to reduce the outstanding balance by and type a reason for the write off. If you are returning a product back to stock then make sure the 'Restore to Stock' checkbox is ticked. Then click 'Ok'.

Amend Payments

Amend Payment allows you to amend the payments against a sale. This is used to correct errors, e.g. the patient said they would pay by card but then the payment failed.

Click to highlight the transaction that requires the payment amending.

Click the 'Amend Payment' button.

This will open the 'Enter Payments' Screen.

To reverse a payment that was paid against a sale, select the payment type that matches the original payment type.

Then click the '(Minus)' button to enter a reverse payment.

Then use the number button to enter the value of the payment that is being reversed. If reversing the whole payment, it should match the value of the original payment but can be less if the situation dictates.

The payment amount shown should begin with a minus.

Click 'Confirm Amount' and then 'Confirm Total'.

Deleting A Transaction (Maintenance Access Required)

A transaction can be deleted in full on the same day that it was entered. This can be done in the Maintenance module.

Navigate to Maintenance, Data Clean Up and then Delete a Transaction.

Click to highlight the transaction you would like to delete and then click the 'Delete Transaction' button.

Examples

It is important that all stages of these correction are completed at the same time, e.g. new sales are created at the same time as the old ones are written off. This is so the payment amounts (Visa, cash etc) cancel each other out and have no effect on cashing up.

1. Sale entered against the wrong patient (paid off in full, no outstanding balance) - 
   - Access the patient account of the patient against whom the sale has been incorrectly recorded.
   - Select the incorrect transaction.
   - Click the 'Amend Payment' button.
   - Select the payment type that was originally used.
   - Enter a MINUS amount to the value of the sale by clicking on the '(Minus)' button before entering the amount.
   - Confirm the payment amendment and enter the reason.
   - Ensure the transaction is still selected but is now showing the full amount to pay.
   - Write off the full amount and enter the reason.
   - Exit that patient's Sales record and cancel the related spectacle order (if any).
   - Access the correct patient's record.
   - Enter the sale in the normal way against the correct payment, either through Sales, Dispense or Contact Lens Supply.
   - Enter the payment for the value of the sale using the same payment type originally used.
   
   
2. Sale entered against the wrong patient (with an outstanding balance) - 
   - Access the Sales form for the patient against whom the sale has been incorrectly recorded.
   - Select the incorrect transaction.
   - Note the amount that was originally paid.
   - Click the 'Amend Payment' button.
   - Select the payment type that was originally used.
   - Enter a MINUS amount to the value paid by clicking on the '(Minus)' button before entering the amount.
   - Confirm the payment amendment and enter the reason.
   - Ensure that the transaction is still selected but is now showing the full amount still to pay.
   - Write off the full amount and enter the reason.
   - Exit that patient's Sales record and cancel any related records, e.g. spectacle orders.
   - Access the correct patient's record.
   - Enter the sale in the normal way against the correct patient, either via Sales, Dispense or Contact Lens Supply.
   - Enter the amount paid that you noted earlier.
   
   
3. Sale entered against the wrong patient (including an NHS payment - 
   - Access the Deferred Payments module.
   - Select 'Voucher' from 'Payments of This Type'.
   - Click 'Retrieve Records'.
   - Select the voucher that has been applied to the wrong patient and select 'Delete'.
   - Exit the Deferred Payments module.
   - Access the patient's Sales form.
   - Select the incorrect transaction.
   - Note any additional payments that may have been taken in addition to the voucher. (If there were none, skip to the highlighted step).
   - Note how much was paid and how.
   - Click the Amend Payment button.
   - Select the payment type that was originally used.
   - Enter a MINUS amount to the value paid by clicking on the '(Minus)' button before entering the amount.
   - Confirm the payment amendment and enter the reason.
   - Ensure that the transaction is still selected but is now showing that the full amount is left to pay.
   - Write off the full amount and enter the reason.
   - Exit that patient's Sales record and cancel any related records, e.g. spectacle orders.
   - Access the correct patient's record.
   - Enter the sale in the normal way against the correct patient, either via Sales, Dispense or Contact Lens Supply.
   - Enter the amount paid that you noted earlier (if any).
   - Enter the voucher value you are claiming/
   
   
4. Patient fails to collect specs leaving an outstanding balance - 
   - Access the patient's Sales record.
   - Select the correct spectacle transaction.
   - Click the 'Write Off' button and write off the outstanding balance of the sale.
   - Access the spectacle order and mark the job as collected (otherwise the job will continue to show as outstanding on the Outstanding Orders report.
   - (Advisable) - Make a note on Patient Activity and/or spectacle order/Progress and Collection notes, recording what has been done. This is particularly important if there is a voucher assigned to the job which you are going to mark as collected.
   
   
5. Patient had a Private Eye Exam but should have been NHS - 
   - Access the patient's Sales form.
   - Select the correct Sight Test transaction.
   - If the exam hasn't been paid for, then skip to the highlighted step.
   - If the exam has been paid for, click the 'Amend Payment' button.
   - Select the payment method you are using to reimburse the patient.
   - Enter the amount you are reimbursing the patient as a MINUS amount.
   - Confirm the amended payment.
   - Ensure that correct eye exam transaction is still selected.
   - Click on 'Write Off'.
   - Enter the reason for the write off.
   - Click on 'Create Sale'.
   - Create the sale for an NHS exam.
   
   Note 1: If your system is set up correctly then an NHS Sight Test should automatically be paid off with payment type 'NHS Fee'.
   Note 2: If you do not make this correction on the day the eye exam took place, make sure that you record the reason in Patient Activity, in case of an NHS inspection.
   
   
6. Patient had an NHS Exam but should have been Private - 
   - Access the Deferred Payments module.
   - Select the NHS Fee payment for the patient and select 'Delete'.
   - Access the patient's Sales record.
   - Select the correct sight test transaction.
   - Click 'Write Off'.
   - Enter the reason for the write off.
   - Click on 'Create Sale'.
   - Create the sale for a Private exam.
   
   
7. NHS refuse to pay for a sight test (e.g. invalid early test code) - 
   - Access the Deferred Payments module.
   - Click 'Not Yet Paid, submitted between..'
   - Click 'Retrieve Record'.
   - Click on the voucher that has been refused and select 'Un-Submit'.
   - Click 'Not Yet Submitted' and then 'Retrieve Records'.
   - Select the payment that has been refused and select 'Delete'.
   - Access the patient's Sales form.
   - Select the correct sight test transaction.
   - Click 'Write Off'.
   - Enter the reason for the write off.
   
   Note: It will now be down to your practice's policy and/or particular circumstances whether you create a sale for a private sight test instead.
   
   
8. NHS refuse to pay a voucher - 
   - Access the Deferred Payments module.
   - Select 'List Payment of Type' and choose 'Voucher'.
   - Click 'Not Yet Paid, submitted between'.
   - Select the voucher that has been refused and select 'Un-Submit'.
   - Click 'Not Yet Submitted' and click 'Retrieve Records'.
   - Select the voucher that has been refused and select 'Delete'.
   - If you are going to ask the patient for the outstanding balance then that is all you need to do, as the amount will now be outstanding on the patient's record. However, if you are unlikely to collect is, follow the next steps.
   - Access the patient's Sales record.
   - Select the correct spectacle transaction.
   - Click 'Write Off'.
   - Enter the reason for the write off.
   
   
9. Voucher has been added to the wrong transaction - 
   - Access the Deferred Payments module.
   - Select 'Voucher' from 'List Payments of This Type'.
   - Select the voucher and select 'Delete'.
   - Exit the Deferred Payments Module.
   - Select the correct patient.
   - Access the patient's Sales record.
   - Select the correct spectacle transaction.
   - Click 'Enter Payment'.
   - Select Payment Method 'Voucher' and enter the correct value.