Void or correct a permanently closed consultation

Learn when and how to void or correct permanently closed consultations.

The consultation Invoice (Consultation Product Lines) Provider, Description, and Problems are automatically permanently closed the day after you close the invoice (mark ready to pay). When you need to hide or modify a permanently closed consultation, Neo provides you with the ability to void or correct the consultation without needing to delete and re-enter payment, reopen and re-close the invoice, or impact any historic sales reports. When needed, you can:

• Void a permanently closed consultation at any time.
• Correct a permanently closed consultation within 45 days of the Permanently Closed date.

IMPORTANT: Consultation notes and vital signs do not automatically close or lock; they can be manually locked by any user and unlocked, updated, and locked again by users with the Unlock Notes permission, as needed.

Click a topic to jump to that section in this article:
Recommended workflows for voiding or correcting consultations
Void a permanently closed consultation
Correct a permanently closed consultation

Permissions:

Void Consultations – void permanently closed consultations
Correct Consultations – correct permanently closed consultations, including provider.

See the following articles for related information:

Review patient history
Review client account history
FAQs: Voided and corrected consultations
User Permissions

Recommended workflows for voiding or correction consultations:

Depending why you need to update a consultation in relation to how long it has been closed will help you determine what action to take. For example:

When you need to...	And the consultation is...	Recommended workflow...
Update or delete a consultation the same day it was closed (marked ready to pay).	Closed i.e., can still be reopened	Use the recommended workflow to update a consultation based on the consultation status (Draft, Unpaid, Partly Paid, Paid).
Hide or reverse the consultation: Created under the wrong patient. Prescribed medications were never picked up by the client. Medication was prescribed to the wrong patient.	Permanently Closed i.e., cannot be reopened	Void
Add or remove a product. Increase or decrease product quantity sold. Prescribe or refill a medication product line.	Permanently Closed within 45 days of “today”	Correct
	Permanently Closed more than 45 days	Create a new consultation or refund or return, accordingly.
Edit consultation provider Edit line-item provider	Any status	Edit consultation provider on closed invoice. Edit line-item provider(s) on closed consultation, as needed. Permission required: Correct Consultations

Reminder: Consultation notes and vital signs can be modified regardless of consultation status (draft, unpaid, paid, partly paid) or invoice status (open, closed, permanently closed), unless the notes have been locked by a user. Consultation notes and vital signs do not automatically close.

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Void a permanently closed consultation

The Void button will only display on permanently closed consultations.

Permission: Void Consultations

1. Search for and select the patient.
2. Click the Consults tab.
3. Locate the consultation you want to void. Then click the consultation ID to view the consultation.
4. Scroll to the bottom of the consultation page and click Void. The Void Consultation window will open.
5. Required. If this is an unpaid consultation, go to step 6. If this is a paid or partly paid consultation, select what to do with the allocated payment.
   a. Delete Payment - delete the payment when you need to refund the client’s original form of payment, or the payment was recorded under the wrong client record.
   b. Credit Account - leave a credit on the account to reapply to another invoice.
   
6. Required. In the Void Consultation Reason box, enter the reason for the void. For example, wrong patient.
   IMPORTANT: When you complete a void, it cannot be reversed. The consultation and any associated records (prescriptions, vaccines, vitals, problems) will be voided.
7. To complete the void, click Save.
   Or click Cancel if you do not want to void the consultation.

8. For consultation with ordered diagnostics only. Review any additional action you need to take. Then click OK.

   Orders must be cancelled outside of Neo using your normal workflows for: IDEXX Reference Laboratories IDEXX VetLab Station Antech Diagnostics
   Orders for digital imaging will be cancelled in IDEXX Web PACS. Tip: Check your capture station to determine whether you need to delete any pending orders.

Viewing the voided consultation, you will see a banner at the top of the page with the void audit information including the actions taken, reason, date and time, user who completed the void, and any associated details that were voided.

IMPORTANT: Review and update any patient reminders and callback tasks, as these records will not be reversed nor deleted when the consultation is voided.

Additional information

• If the voided consultation was created from an appointment:
  • The link between the voided consultation and appointment will be removed.
  • The appointment status will be updated to No Show.
  • The View Consultation button on the appointment popover card will change back to Create Consultation.
• The voided consultation will automatically be permanently closed.
• The consultation status will be updated to Voided.
• Already-voided consultations cannot be voided.

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Correct a permanently closed consultation

Consultations can only be corrected up to 45 days after the consultation Permanently Closed date; after that, create a refund or return. When you correct a consultation:

• The consultation and any associated records (prescriptions, vaccines, vitals, problems) will be voided.
• A new draft consultation with a new consultation ID is created.
  • A new Rx ID will automatically be created for each prescription.
  • Any other associated records – vaccine, vitals, and problems - will immediately be re-entered on the new consultations.

Permission: Correct Consultations 

1. Search for and select the patient.
2. Click the Consults tab.
3. Locate the consultation you want to correct. Then click the consultation ID to view the consultation.
4. Scroll to the bottom of the consultation page and click Correct.
5. Required. If this is an unpaid consultation, go to step 6. If this is a paid or partly paid consultation, in the Correct Consultation window, select what to do with the allocated payment.
   a. Delete Payment - delete the payment when you need to refund the client’s original form of payment, or the payment was recorded under the wrong client record.
   b. Credit Account - leave a credit on the account to reapply to the corrected or other invoice.
6. Required. In the Correct consultation? Reason box, enter the reason for the correction. For example, forgot to prescribe medication.
7. To continue with the correction, click Save.
8. You will be viewing a draft consultation with a new consultation ID that is a copy of the original
   consultation. Review and update the consultation, as needed. 
   Note: Any prescriptions are considered corrected and will automatically receive a new Rx ID.
9. When you have completed correcting the consultation, click Ready to Pay.
   a. If you selected Credit Account in step 5, you will see a prompt to apply that credit back to the consultation.
   
   b. If you selected Delete Payment in step 5, click the Pay or Refund button to take a payment or create a refund, as needed.
   • To apply the credit now, click Yes. 
     Note: You will automatically be taken to Outstanding Invoices for client. By default, the invoice and payment will not be selected. Pay, refund, and /or credit account accordingly.
   • To leave the credit on the client account, click No.

Additional information:

• If the corrected consultation was created from an appointment, the appointment status will reflect the status of the new consultation (Draft = In Progress; Unpaid = Ready to Pay; Paid = Finalized).
• When you close the corrected consultation, reminder and callback task special actions will update as follows:
  • For new products added to the consultation, reminders and callback tasks will be generated.
  • For existing products:
    • When the line item date is updated. any patient reminders’ and callback tasks’ due dates will be updated.
    • When the line item provider is updated, any callback tasks remain assigned to the original provider.
  • Duplicate reminders will not be created if the product special action is set to “delete existing”.

If you delete a product, any reminders and callback tasks will still be in effect. You should manually update reminders on the Reminders tab in the patient record and callback tasks on the patient Comm Log > Callbacks tab, as needed.

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