This error has a couple of potential causes:
Provider is incorrectly configured as a GP
You can check whether this is the case using the below instructions:
- Navigate to Settings>Users
- Find the provider's name on the list and click the pencil to the very right of their name
- Click "Update & Configure"
- Click "User Settings" and scroll down to the "Doctor Specialty" section under "Personal Settings". Here you'll be able to see whether they're set up as a GP or a specialist and adjust if needed.
Patient's card has been locked
If you find that this error happens when you try to submit claims for a specific patient you will need to speak to Medicare to confirm whether there are any issues with that patient's Medicare card which could be causing this error to appear. If Medicare confirm that the issue relates to the patient's card the patient will need to contact Medicare themselves to confirm that their details are correct and amend if required.