General Practitioner Aged Care Access Incentive (GP ACAI) for Practice Incentives Program (PIP) 012-10150000

If the enquiry or duplicate payment request is:

• verbal, tell the caller:
  • the incentive has ceased
  • the final payment calculated was August 2024
  • any payments that were not release by May 2025 were forfeited
  • go to Step 2
• in writing, go to Step 7

Payment enquiries and requests for a duplicate payment summary:

• must come from the GP who provided the services
• must not be accepted from any other persons

Ask the caller if they are the GP who provided the services.

Is the caller the GP who provided the services?

• Yes, for:
  • Complete a security check. See Perform telephone security check for Medicare health professionals
  • payment enquires, go to Step 4
  • duplicate payment summary, go to Step 3
• No, tell the caller:
  • no information can be given
  • the request must be made by the GP who provided the services
  • procedure ends here

Do not accept requests for payments more than 7 years before the date of request.

If the request includes payments that are both greater than 7 years and less than 7 years from the date of request, duplicate payment summaries will be issued for the eligible payments only.

Is the provider requesting a duplicate payment summary for a payment less than 7 years from the date of request?

• Yes, go to step 4
• No, tell the caller requests for duplicate payment summaries cannot be provided for payments more than 7 years before the date of request. Procedure ends here

Open the enquiry template saved in the shared drive: INCENTIVESWORKFLOW>Email Templates>GP ACAI enquiry request.

The following information must be included in the template:

• The GP's:
  • provider number
  • full name
  • postal address
    Note: for privacy and security reasons, a duplicate payment summary cannot be sent through unsecured email. It will be sent through post
• A security check was performed and the GPs identity was confirmed

For a:

• payment enquiry, go to Step 5
• duplicate payment summary go to Step 6

Complete the details of the enquiry.

• Upload the completed template to PaNDA
• Add the escalation code SIP ENQ
• Unassign the work item to LPS work type

For:

• Service Officers, procedure ends here
• Local Peer Support, go to Step 12

Add the Financial year/s for the duplicate payment summary to the enquiry template.

• Upload the completed template to PaNDA
• Add the escalation code SIP DUP
• Unassign the work item to LPS work type

For:

• Service Officers, procedure ends here
• Local Peer Support, go to Step 12

Written payment enquires or requests for a duplicate payment summary will be allocated to staff in PaNDA.

Written requests must include the GPs:

• full name
• provider number
• contact details, including postal address
• for a payment enquiry - the details of the enquiry
• for a duplicate payment advice - financial year or payment quarters needed

Does the request include all the mandatory information?

• Yes, and the request is:
  • payment enquiry, go to Step 9
  • duplicate payment summary, go to Step 8
• No, go to Step 11

Do not accept requests for payments more than 7 years before the date of request.

If the request includes payments that are both greater than 7 years and less than 7 years from the date of request, duplicate payment summaries will be issued for the eligible payments only.

Does request include a payment less than 7 years from the date of request?

• Yes, go to Step 9
• No, go to Step 11

The GP details in the written request must match the details in the Provider Directory System (PDS) before any further action is taken.

To check the GP details:

• Log onto the PDS
• Select Provider
• Select View
• Key Provider Stem (first 6 digits) in the Search ID field
• Select Provider Stem from the ID Type dropdown
• Select Search

Do the GP details in the written request match the details in PDS?
Note: the postal address does not need to match the PDS preferred mailing address

• Yes, go to Step 10
• No, go to Step 11

Written requests and enquiries are escalated to LPS. LPS will then escalate to Program Management.

Before escalating to LPS, complete the following:

• Confirm the mandatory information has been given
• Check the provider number is recorded in the Practice ID field on the PaNDA work item
• Add an escalation code in the Practice name field
  • For a payment enquiry, add SIP ENQ
  • For a duplicate payment summary, add SIP DUP
• Add a processing note to the PaNDA work item confirming the mandatory information has been given and the GP details have been checked. Include any other information relevant to the request
• Unassign the work item
• Recategorise to:
  • Work type program: Incentives
  • Work type: INC_PSO_Escalation

Once all of the above have been complete, escalate the written request or enquiries to LPS.

For:

• Service Officers, procedure end here
• Local Peer Support, go to Step 12

Request a free text letter to return the correspondence to the GPs requested mailing address.

• Add a processing note to the PaNDA work item, include details of the additional information that is needed
• Add the free text letter code to the Practice name field
• Re-assign the work item to INC_NO_POLICY

Procedure ends here.

LPS only.

Review the request to make sure mandatory information has been given.

If the request is:

• incomplete, return the request to the Service Officer with the action that is needed
• complete, escalate to Program Management through usual escalation process

Program Management will respond directly to the GP.

Procedure ends here.