Quick Reference Guide – Navigating and viewing information in the client record

This Quick Reference Guide has been designed to inform those who are assigned the role of ‘Staff Member’ or 'Team Leader' within the My Aged Care provider portal (the provider portal) of the processes for searching for and viewing information in the client

record. The client record contains client details, service referral details, assessment information, documents attached to the client record, care approval information, service delivery information, client interactions with My Aged Care and all Notes created about the client. A person who performs the Team Leader role can perform all the functions as a Staff Member.

1. How do I find a client?To find a client who has been referred to or accepted to service by your organisation, follow the procedure below.

Step One: Select 'Find a client’ from the home page.

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Guide for Providers

Staff Member Team Leader

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Alternatively, (i) from any page in the provider portal, you can choose the 'Find a client’ option from the tool bar at the top right hand corner of the page to find the referral for that client.

To enable easy navigation in the portal, the tool bar will display when your screen has a smaller resolution, and will not display when zoomed in. If you cannot see the tool bar, try zooming out or expanding your window.

Or (ii) by choosing the ‘Find a client’ option from the side menu by selecting the menu option available in the top left corner of the portal.

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Step Two: On the 'Find a client' page, you can search for a client by entering the first name and/or last name of the client.

Any matching results will be displayed.

Tip: Use the ‘Advanced Search’ link, to filter further by the following fields associated with the client:

Aged Care Management Payment System (ACMPS) number Centrelink Customer Reference Number (CRN) Client Status Date of birth Department of Veterans’ Affairs (DVA) card number Home contact number Locality (Suburb, state and postcode of the client’s home address) Medicare Card Number Preferred Name System for the Payment of Aged Residential Care (SPARC) number

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2. How do I view client information?Once you have located the relevant client’s details using the procedure above, you can view information contained in the client record.

You can view all information about a client, apart from their contact details, prior to accepting a referral.

Step One: Select the client’s name from the list of search results.

Alternatively, you can access the client record from different points in the provider portal:

(i) In the ‘Find a client’ section by selecting the client’s name when in card view; or

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(ii) by selecting 'Service referrals', selecting the expansion arrow on the client card in card view of expanded record in list view, and selecting 'View client record'.

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The ‘Client details’ page will be displayed. If you have navigated from your ‘Incoming referrals’ tab, you will be taken to the ‘Referrals for my organisation’ tab.

A summary ‘snapshot’ of the client record is also available in PDF format by selecting the ‘View PDF of Client record’ from any tab in the client record, and includes client details, representative and carer details, notes, assessment history, care approvals and the client’s interactions with My Aged Care.

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3. What information is in the client record?The client record contains client information displayed across nine tabs, which are described in more detail below.

1. The ‘Client record’ tab contains basic demographic and contact information about the client. It is also where you can view details about the people connected to the client in the system, such as the client’s primary contact person, GP, carer, emergency contact, representative or other support person.

The client details tab also has links to current notes, the client’s current support plan, and any services that are in place.

If a client’s status is ‘Deceased’, the client’s record will be read-only and you will not be able to make any edits. A banner will be displayed on all tabs of the client record. If the client’s status is incorrect please contact the Service Provider and Assessor Helpline on 1800 836 799.

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2. The ‘Referrals for my organisation’ tab displays service referrals that have been issued to or accepted by your organisation.

3. The ‘Plans’ tab contains detailed information about current and previous screening and assessments the client may have had, including client goals, recommendations and motivations, as well as the support plan.

Select the arrow next to each heading to display detailed information captured during the assessment.

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4. The ‘Attachments’ tab contains documents that have been attached to the client record. To upload an attachment to the client record, select ‘Add an attachment’ from this tab.

5. The ‘Approvals’ tab contains a view of a client’s approvals for aged care services under the Aged Care Act 1997.

If a client has a Home Care Package approval, the details of pending packages and assigned packages will be displayed underneath ‘Current care approvals’. Further details of the changes to Home Care Packages can be found on the Increasing Choice in Home Care page on the Department of Health website.

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6.The ‘Services’ tab contains a record of: Services the client is currently receiving Services that are pending (Not yet in place) Service referrals yet to be accepted Previous services the client has received.

7. The ‘My Aged Care Interactions’ tab will show the client’s history of interactions with My Aged Care, for example, a phone call to the My Aged Care contact centre.

8. The Notes tab contains notes that have been created about the client.

There are five different types of notes, listed in the table below.

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Note type Who can add?

Who can view?

Description Examples

Client story Assessor Client

Assessor

Provider

A summary of the client’s current circumstances.

Mrs Jones has just been discharged from hospital and is seeking help at home.

Lives with her husband and has early onset dementia.

Observations

Provider

Assessor

Provider

Assessor

Observations from service provider and/or assessors’ interactions with the client.

There is a dog on the property.

Mrs Smith seems more energetic than she did during my last visit.

Other Client

Provider

Assessor

Client

Provider

Assessor

Additional information about the client.

Jennifer has planned respite on 01/08/2017.

When the My Aged Care contact centre staff or assessors add a ‘Sensitive note’ about a client, all service providers who are sent a referral will see a flag informing them that there is a sensitive note about the client, and instructing them to call the My Aged Care contact centre for more information.

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9. The ‘Tasks and Notifications’ tab will display all tasks and notifications for a singular client.

You will only be able to see tasks and notifications that are associated to your outlet and for clients you are providing services to. Assessors will be able to see all tasks and notifications for clients.

For more information or support

Further information is available from the My   Aged   Care - Information for Service Providers page on the Department of Health website. The My Aged Care service provider and assessor helpline is available by calling 1800 836 799.

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