Error AQ

Medium Urgency

Incorrect Patient Surname

The patient's last name on the claim does not match what MSP has on file for that PHN.

Official Description: Surname does not match our records.

Follow these steps in order to resolve the error.

Verify the surname spelling in your billing software against the patient's physical BC Services Card. Look for typos, transposed letters, or issues with hyphenated or maiden names.
Use your software's PHN validation function to check the exact spelling MSP has registered for that Personal Health Number.
If you find a data entry error on your end, correct the patient's surname in your EMR/billing system and resubmit the claim.
If your records match the patient's card but differ from MSP's records, the patient must contact Health Insurance BC (HIBC) to update their information. You cannot do this on their behalf.
Once the patient confirms their record has been updated with HIBC, resubmit the claim. If the rejection persists, contact the Teleplan Data Centre at 604-683-7151 for further assistance.