Patients Direct Debit or Standing order has not been collected 

If you receive notification that a patient’s direct debit has not been collected or you see that a patients standing order has not been paid you should record this on the patients contact lens management form.

With the patient record active, open the CL Mgt form.

Double click on the Direct Debit/Standing Order payment that was not taken.

i-Clarity will ask you if you want to reverse this payment.

Click Yes

A minus entry for the same date as the intended collection will be entered to show this payment was not collected

The patients balance will be adjusted accordingly.

Patient pays a missed DD/SO collection by another method e.g. cash/card/cheque or bacs

Open the CL Mgt form for the patient paying a missed payment.

Click on the button ‘Modify this patient’s payments’

The ‘payments received maintenance’ form will open

Enter the amount the patient is paying in the ‘Payment Amount’ field.

Select the payment type the patient is using to pay

Click the ‘Add’ button

This will add the payment to the grid

Click close.

The payment will be added to the SO/DD Payments Received column and the patients balance will be amended.

Amending an incorrect balance

We recommend you regularly use the ‘Direct Debit’ reports in i-Clarity to check the patient contact lens management balances to ensure you do not end up with any large patient balances owing to you or owing to the patient.

Below are some scenarios that may cause the patient balance to be incorrect, and a description of the correction method.

Patient balance shows they are owed money, but this is incorrect as the patient has collected lenses, but they have not been marked as collected

The error has occurred on the patient balance because contact lens collection entries have not been made and therefore not recorded in the ‘goods/services paid for by DD/SO column’.

Because the error is in this column then the correction needs to be made in this column.

Open the patient account.

Create a New Sale.

On the create new sale form, click ‘search by description’

Search for the patient’s lenses that have not been marked as collected

Amend the product description to say the lenses were not marked as collected at the correct time. And with amend the quantity or the price if more than one collection has been missed

Click Add to Sale and Confirm Sale.

On the enter payment screen that opens select the DD/SO payment type.

Click Confirm Amount

Click Confirm Total

An entry will be made on the patient till that is hidden, unless you click the button ‘show transactions Paid by DD or Write-off’

An entry will have been made on the ‘Goods/Service paid for by DD/SO column’

Patient cancelled their DD/SO. The mandate was cancelled but the recurring product supply was not cancelled so products have been marked as supplied to the patient incorrectly.

The patient balance shows that they owe money, but this is incorrect because the patent cancelled their plan with you but only the mandate was cancelled rather than the mandate and supply.

Supply entries have been made in the ‘goods/services paid for by DD/SO’ column incorrectly, therefore the correction to the patient balance should also happen in this column.

Open the patient account

Click the button ‘show transactions Paid by DD or Write-off’

Tick the supply/sale that was incorrectly supplied to the patient

Click the button ‘Refund selected sale’

i-Clarity will ask you if you want to refund the sale

Click Yes.
The enter payment screen will open.

Select the payment type DD/SO, then confirm amount and confirm total.

A refund will be entered onto the patient account, that is usually hidden as it is paid off by DD/SO.

This refund will show on the patient CL Mgt in the column ‘Good/Services paid for by DD/SO’

You can repeat this process if there is more than one incorrect sale that needs refunding.

Patient cancelled Direct Debit or Standing Order but the mandate on i-Clarity was not cancelled.

The mandate was not cancelled when it should have been so there are payments listed incorrectly in the column SO/DD Payments received. 

NB: If the payments that need to be corrected are under 3 months then you can reverse the payments with the method described above.

If the payment is over 3 months old, then click ‘modify this patient’s payments’

In the payment amount field enter the figure required to correct the incorrect collections (this would usually be a minus figure) e.g. the balance says the patient is owed £100 enter -£100

Select the collection method that was record as the original collection method. You could also add a note about the correction for future reference

Click Close.

A correction will be entered into SO/DD payments received column.

Correcting a balance from data transfer or a historical issue.

If you have a incorrect balance on a patient Contact Lens Mgt that is historical or from a data transfer and you would like to correct it without effecting any of your accounting reports you can use the following method.

Click the button ‘Modify this px’s payments’

In the payment amount field enter the amount needed to correct the patient balance

Select ‘Balance Correction’ from the collection method drop down.

Make a note about the correction in the ‘Notes’ box

Click ‘Add’

When running the DD/SO collected report (under the direct debit report button) exclude any balance corrections by selecting your live collection method from the list e.g. Direct Debit