Clients with existing approvals for care types under the Aged Care Act 1997 can approach service providers directly (these clients may not be registered with My Aged Care) Providers can receive electronic referrals for service via the My Aged Care provider portal Clients can approach providers directly with a referral code issued by assessors or the My Aged Care contact centre Providers can accept electronic referrals for service to a provider’s waitlist, if a waitlist is available. These pathways are described below in Section 2.1 (Managing referrals) of this guide. Once a referral is received, Team Leaders can manage referrals in the following ways: Accept the referral Reject the referral Reject the referral and offer waitlist (where waitlist is enabled) Revoke the referral after acceptance Waitlist the referral (for referrals sent to waitlist) Each service provider outlet needs at least one person assigned the 'Team Leader' role in the portal to manage referrals. Detailed referral history The ‘Referral history’ tab allows service provider Team Leaders and Staff Members to view referral history, including information on whether a referral was revoked or recalled. Detailed referral information is available by selecting the arrow to the left of the referral. Referral priority status Incoming service referrals are assigned a priority status (low, medium, high) based on a client’s level of function, the level of risk in relation to the care situation, and any other concerns that are relevant to the client’s circumstances identified during the screening or assessment process. Service providers are required to action referrals (accept, reject or waitlist) within three calendar days of receiving an electronic referral for service or electronic referral
If a service provider chooses to utilise the waitlist function in the provider portal, they will be able to receive electronic referrals for waitlist. This allows a client to be placed on a waitlist for a particular service until the service becomes available. Step One: To view referrals for waitlist, navigate to the ‘Service referrals’ page and select ‘Show referrals for Waitlist’ in the ‘Incoming referrals’ tab. Step Two: Select the arrow at the top right of the referral to display information about the referral. You can accept or reject the referral based on this information. Alternatively, if you want to see more client information, select ‘View full client record’ to view details of the referral. Step Three: To accept the referral to waitlist, select ‘Accept to waitlist’, then ‘Accept’ on the confirmation modal. The referral will now appear in the ‘Waitlist’ tab in the ‘Service referrals’ page. Step Four: To reject a referral to waitlist, select ‘Reject referral’ and enter reason for rejection and select ‘Reject’. The referral will no longer be displayed in your ‘Incoming referrals’ tab. To receive electronic referrals to waitlist, the Administrator for your organisation must ensure that ‘Waitlist availability’ for specific services is set to ‘On’. This procedure is described in Section 2.5 of the . Moving a waitlisted referral into ‘Accepted services pending’ When you are able to provide services to the client that you placed on your waitlist, you need to move this referral into your ‘Accepted, services pending’ tab. The steps to move a referral from the waitlist to ‘Accepted, services pending’ are outlined below. Step One: From the provider portal homepage, select ‘Service referrals’.
Service providers can only view notes of type ‘Client story’, ‘Other’ and ‘Observations’. When contact centre staff or assessors add a ‘Sensitive note’ about a client, service providers who are sent a referral for that client will see a flag informing them that there is a sensitive note about the client. If you believe the information may impact your provision of services to the client you can call the contact centre to request this information. Viewing tasks and notifications You can view tasks and notifications in the provider portal. The steps to view tasks and notifications are outlined below. Administrators at the organisation or outlet level can manage task and notification email preferences for their organisation/outlets. This process is described in Section 2.4.2 in the Provider Portal User Guide Part One – Administrator Functions. Step One: From the provider portal homepage select ‘Tasks and notifications’. Step Two: To view tasks for your organisation select ‘Tasks’. You can filter Tasks by ‘Due Date’, ‘Aged Care User ID’ and navigate directly to the associated client record by selecting ‘View client record’. Tasks should be marked as complete once the required action has occurred using the tick box. Step Three: To view notifications for your organisation, select ‘Notifications’. You can filter Notifications by ‘Date Received’ and navigate directly to the associated client record by selecting ‘View client record’.
Step One: Select ‘Reports and documents’ from the homepage. The ‘Reports and forms’ page will be displayed. Step Two: The ‘Reports and forms’ page features a ‘Reports’ tab and a ‘Forms’ tab. The reports tab displays a list of ‘Recently Requested Reports’ and ‘Reports’. The ‘Recently Requested Reports’ will display client record PDFs or NSAF reports that have been generated by the user. The reports available to be generated from the ‘Reports and forms’ tab are the workload management report and Quality Indicators reports, if the facility is participating in Quality Indicators. Step Three: To generate a report, select the name of the report in the ‘Reports’ list. Step Four: Select the Outlet ID, enter a start and end date, and an output type (CVS or PDF), then select ‘Request report’. If you do not want to generate the report, select ‘Cancel’. Viewing reports The steps to view reports are outlined below. Step One: Select ‘Reports and documents’ from the homepage. The ‘Reports and forms’ page will be displayed. Step Two: In the ‘Recently Requested Reports’ list, select ‘View’ beside the report you would like to view. Step Three: Select the action you want to complete: ‘Open’, ‘Save’ or ‘Cancel’ the report.