Error AD

High Urgency

Incorrect Personal Health Number

The Personal Health Number submitted does not match the patient's name and birthdate in MSP's system.

Official Description: This is an incorrect PHN for this patient.

Follow these steps in order to resolve the error.

Carefully compare the patient's name (first and last), birthdate, and PHN in your EMR with the information on their BC Services Card. A simple typo is the most common cause.
Check for transposed numbers in the PHN (e.g., 987 vs. 978) or birthdate (e.g., 04-12 vs. 12-04).
Use your EMR's built-in PHN Inquiry function (sometimes called 'Eligibility Check') to verify the patient's coverage status with the name and birthdate you have on file. This will often return the correct PHN if a mismatch is found.
If the information in your EMR is incorrect, contact the patient to confirm their current details.
Once you have confirmed the correct PHN, patient name, and birthdate, update the patient's record in your system and resubmit the claim.
If the patient insists their information is correct but the claim continues to be rejected, there may be an issue with their registration. Advise the patient to contact Health Insurance BC (HIBC) or contact HIBC on their behalf at 604-683-7151.