Associated documents and comments for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-10140060

Associated documents are used to support a claim update, or payment being made by a PIP and/or WIP- Practice Stream practice. They also include Service Australia's responses to the PIP and/or WIP- Practice Stream practice. Associated documents are usually:

• sent and received by the Incentives Processing team
• sent and received by a practice participating in the PIP and/or the WIP - Practice Stream
• letters sent by Program Management

Documents and information that do not relate to the PIP and WIP - Practice Stream should not be uploaded to associated documents. Pages within documents that are not relevant and/or contain private or sensitive information unrelated to the PIP and/or WIP - Practice Stream should be extracted from the document before uploading. If the pages cannot be extracted, the sensitive information must be redacted.

The Process page has steps on redacting and removing information from PDF documents.

The Resources page has more information on what should not be uploaded.

Examples of associated documents may include:

• Incentives forms
• a Letter advising of a change to practice details
• supporting documents for a change of practice ownership
• general correspondence
• an accredited or registered for accreditation certificates
• a review of decision (ROD) request and ROD outcome letters
• Annual Confirmation Statement in PIP
• Quarterly Confirmation Statements in WIP - Practice Stream
• email enquiries
• rejection letters

Not all associated documents need to be uploaded to the practice profile. The relevant Operational Blueprint will advise which associated documents need to be uploaded.

The Resources page has a link to forms.

Upload all associated documents to the practice profile in PIP and/or WIP - Practice Stream Online. The Resources page has details on how to determine where to upload them. The Process page has instructions on uploading documents.

Documents cannot be uploaded to the practice profile directly from PaNDA. The document must be saved to a secure folder first. Do not save documents to a desktop or personal H drive. Incentives documents for upload are saved to the ‘Customer Information’ folder located on the Incentive Programs shared drive.

The Process page has information on how to extract Work Items from PaNDA and prepare documents for upload to PIP and/or WIP - Practice Stream Online.

Additional information relevant to the assessing and processing of a work item may be recorded in an Incentive Programs file note. If using a file note, staff must make sure the information meets Agency standards. All documents uploaded to a practice profile, including file notes, can be accessed under the Freedom of Information Act 1982.

Do not upload internal emails from Program Management unless specifically instructed.

Documents should only be uploaded to the practice profile and program they relate to.

The work item must be split into separate documents before uploading to the practice profile/s, if the work item includes:

• updates specific to PIP only and WIP - Practice Stream only
• notifications for multiple practices

The Process page has information on how to split PDFs into separate documents.

Documents uploaded in PIP online can also be viewed from the WIP - Practice Stream profile if the practice is PIP-consenting.

Documents uploaded in WIP - Practice Stream online can only be viewed from the WIP - Practice Stream profile.

Documents uploaded to PIP and WIP - Practice Stream online must be in PDF format.

The maximum file size for upload to PIP and WIP - Practice Stream online is 20MB. Files exceeding this size limit must be compressed or split into separate documents.

The Process page has information on:

• saving PaNDA documents in PDF format
• converting documents to PDF format
• compressing oversize files
• splitting PDF files

Notes and additional information can be recorded as a comment on the PIP and WIP - Practice Stream Online practice profile. The Process page has more information. These include:

• events
• actions
• decisions
• phone conversations
• instructions from Program Management or Local Peer Support (LPS)

All comments added to a practice profile must be appropriate and professional. They must not use emotive language or include opinions or judgements. Comments must be clear and easily understood by all users.

Practice profile comments can be requested under the Freedom of Information Act 1982.

Where staff enter different details to what is on the form or practice notification, this must be recorded in a profile comment. The comment must clearly explain why different details were updated, including if it was authorised by Program Management or LPS.

The Resources page contains a table of appropriate and meaningful comments.

Adding comments in PIP and WIP - Practice Stream online is a different process to upload documents and record comments in PaNDA.

Comments made in PIP online can also be viewed from the WIP - Practice Stream profile if the practice is PIP-consenting.

Comments made in the WIP - Practice Stream online can only be viewed from the WIP - Practice Stream profile regardless of them being PIP-consenting or not.

External users cannot view uploaded documents and comments recorded on their PIP and WIP - Practice Stream practice profile via Health Professional Online Services (HPOS). They can see a list of the uploaded documents on the Associated Documents screen.

Uploaded documents and comments made in the PIP online and/or WIP - Practice Stream online can usually be requested by practice staff under the Freedom of Information Act 1982 (FOI Act).

All documents held by the agency are subject to the provisions of the FOI Act. This includes:

• customer records
• emails
• Microsoft Teams messages
• administrative file documents
• electronically held documents
• policy documents
• SMS messages
• any audio files (for example, call recordings)

Any document created will be subject to the provisions of the FOI Act. Staff must:

• keep it factual and relevant
• keep business emails professional
• practice good record keeping, and
• keep records in line with the agency's record management policy