Update practice bank details in Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-11070010

Log on to these systems:

• PIP Online, and/or
• WIP - Practice Stream Online

Assess the practice details on the form. The practice must provide their:

• Practice ID at Question 2 or 3
• Practice name at Question 4
• Full practice address at Question 5
• Notification Type at Question 8
  Question 8 is optional if the bank account details are complete or if the change to practice details is clear. If the practice wants a standalone change and is also changing bank account details, see Related links on the Background page for other procedures

If the above practice details are missing, continue assessing the form for missing information before returning the form to the practice. Go to Step 2

The practice does not need to provide these details:

• Program notification at Question 1
• Practice phone number, at Question 7
• Postal address at Question 8

Search for the practice in PIP Online or WIP - Practice Stream Online.

On the Practice Search screen:

• Key the Practice ID
• Select Search. The Search Results will show
• Select the practice ID hyperlink
• The Practice summary screen will show

If no Search Results show, the practice ID is incorrect. Continue assessing the form for missing information before returning the form to the practice. Go to Step 3

Check if the practice name and address on the practice profile match the details on the form. An address variance may be accepted.

If the details:

• match, go to Step 3
• do not match, check the company or trading name:
• Select the Practice ID. The Practice Summary screen will show
• Select Practice Details from the Main menu
• Select Ownership Details from the dropdown. The Ownership Details screen will show

Do these details match the details on the form?

• Yes, go to Step 3
• No, continue assessing the form for missing information before returning the form to the practice. Go to Step 3

• On the Practice Search screen, check the Search Results Status
• Check the form version number on the bottom left corner of the form. Check if this is acceptable in the Practice Incentives forms list

Does the status show as Approved and is the form version acceptable?

• Yes, go to Step 4
• No, return the form to the practice, adding only incorrect Practice ID signatory (if relevant) go to Step 10

If practice is not Approved, discuss with Local Peer Support.

Is the relocation section completed?

• Yes, assess and process the relocation, then go to Step 5
• No, go to Step 5

Is the amalgamation section completed?

• Yes, assess and process the amalgamation, then go to Step 6
• No, go to Step 6

Check the below details are complete:

• BSB number (mandatory)
• Account number (mandatory)
• Account name (mandatory)

Has the banking details section been completed?

• Yes, go to Step 7
• No, continue assessing the form for missing information before returning the form to the practice. Go to Step 7

Has the practice indicated changes to the authorised contact person?

• Yes, assess and process the changes to the authorised contact person, then go to Step 8
• No, go to Step 8

Has the practice provided details of general practitioners or nurse practitioners who have left the practice?

• Yes, assess and process the changes, then go to Step 9
• No, go to Step 9

Has the practice provided changes to the eligible health professionals at the practice?

• Yes, assess and process the changes, then go to Step 10
• No, go to Step 10

Note: the IP005 can only be used to update health professional details for previous quarters. The practice must use the quarterly confirmation statement (QCS) for changes in the current quarter.

Check the declaration details on the form at Question 35. There must be:

• the signature of a registered owner, or an authorised contact person
• their full name, and
• the declaration date

Notes:

• do not check registered owner or authorised contact person details if the practice ID is missing, incorrect or the practice cannot be identified
• the signature of an authorised contact is only acceptable for:
• change of bank details
• ceasing general practitioners or nurse practitioners, or
• updating WIP - Practice Stream health professional details
• electronic and digital signatures are acceptable

Are the declaration details complete?

• Yes, go to Step 11
• No, go to Step 13

All requests to update practice banking details must be verbally confirmed with an owner or authorised contact person.

• Phone the practice using the contact number on the profile
• Confirm the practice owner or authorised contact person’s identity. See the Telephone security checks table for details
• Record the date and time of the calls and all other relevant details as a processing note in PaNDA. This includes details of unsuccessful call attempts

Has the practice owner or authorised contact person’s identity been confirmed?

• Yes, go to Step 12
• No, or a practice owner or authorised contact person could not be contacted, go to Step 13

Note: Services Officers must make 2 genuine attempts to contact the practice by phone. There must be a minimum of 30 minutes between calls. The PaNDA work item must be pended ‘Dept of Health’ while waiting to confirm the request.

Did the practice request their banking details be updated?

• Yes, go to Step 14
• No, end the call and Report suspected fraud and corruption. Return the form to the practice, go to Step 13

If more information is needed, or staff cannot verbally confirm the request to register/update the banking details:

• Place the payments on hold. See Table 2 in Payments for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information. If the practice cannot be identified, do not place the practice payments on hold
• Return the form to the practice. Use the Request for more information for the PIP and the WIP - Practice Stream (Z1736) letter
• if the practice address does not match or the practice cannot be identified, use the address on the IP005. If no contact name, use ‘Practice Manager’
• if the contact could not confirm the request, address the letter to the practice owner/s
• include all missing or additional information needed in the letter
• select the ‘Payments on hold’ paragraph if payments are on hold has been applied
• only attach what is relevant for the practice
• Merge the letter and the IP005 into a single PDF
• Upload the letter and IP005 to the practice profile. Upload the documents to PaNDA only if the practice cannot be identified
• Finalise the Work Item as Complete, Request rejected in PaNDA

If the practice is not a PIP consenting practice, upload the letter to both profiles.

Add a comment to the practice profile to confirm action taken. This will be either noting the request has been confirmed by the practice or the form is being returned to the practice. If also state if payments are on hold.

Select Comments from the Main menu. The Comments screen will show.

Under Add new comment, select/key the below details:

• Area: Practice Updates
• Reason: Other
• Comments:
• Change of practice details - more information required to update practice bank account details, payments placed on hold. 'See PaNDA work item XXXXXXXXXX, work type [PaNDA work type] for details of phone contact DD/MM/YYYY', or
• Change of practice details - request to update bank details was confirmed DD/MM/YYYY by [contact name]. DD/MM/YYYY
• Select Add Comment

If the practice is not a PIP consenting practice, repeat this step in WIP - Practice Stream Online.

Can the bank details be updated?

• Yes, see Table 2
• No, go to Step 15

• Check the phone call details are recorded as a processing note
• Check the PaNDA work type classification and update if not correct. IP005 - Bank Details worktype in PaNDA is Change of Details - Bank Account PIP/WIPPS
• If the practice ID is missing or invalid, key the practice name in the practice ID field for the PaNDA work item
• Finalise the work item as:
• Complete
• Request rejected in PaNDA

Process ends here.

Log on to these systems:

• PIP Online (if updating PIP or are a PIP consenting practice), or
• WIP - Practice Stream Online (if updating a WIP - Practice Stream only practice)

Search for the practice in PIP Online or WIP - Practice Stream Online.

On the Practice Search screen:

• Key the Practice ID
• Select Search. The Search Results will show
• Select the practice ID hyperlink
• The Practice summary screen will show

• Select Practice Details from the Main menu
• Select Contact Details from the dropdown. The Contact Details screen will show

Check the phone number and postal address on the form match what is on the practice detail screen.

If the phone number needs updating:

• Under Update other details, key the phone number
• Select Update Other Details

If the postal address needs updating:

• Under Update Postal Address, key the address
• Select Update Postal Address

Is the practice updating their PIP bank details?

• Yes, go to Step 4
• No, go to Step 5

Update the practice bank account details in PIP Online.

• Select Practice Details from the Main menu
• Select Payment Details from the dropdown. The Payment Details screen will show

Under Update Payments Details:

• Key the below details:
• Type - select PIP
• BSB
• Account Number
• Account Name
• Select Update Payment Details

Is the practice a PIP consenting practice or wanting to update their WIP - Practice Stream bank account details?

• Yes, go to Step 5
• No,
• Key the below details:
  Type - Regular for WIP - Practice Stream
  BSB
  Account Number
  Re-enter BSB
  Re-enter Account Number
  Select Update Payment Details
• If bank details, need approval, escalate to Local Peer Support (LPS) via PaNDA for approval of the WIP - Practice Stream bank account details
• Go to Step 6

Bank details

Bank details can be updated once per day. If a keying error has occurred, the bank details can be amended the following day.

Do not update bank account details during a calculation month. If the bank details need updating and it is during a calculation month:

• Pend the work item until the first day of the month after the calculation month
• Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month

If the practice is PIP consenting, the PIP bank account details should automatically update.

Open WIP - Practice Stream Online and on the Practice Search screen:

• Key the Practice ID
• Select Search. The Search Results will show
• Select the Practice ID hyperlink

Under Update History, Regular Accounts does the latest record match the details on the form:

• Yes, go to Step 6
• No, under Update Payment Details:
• Select Yes to Continue using PIP bank details?
• Select Update Payment Details

Do not update bank account details during a calculation month. If the bank details need updating and it is during a calculation month:

• Pend the work item until the first day of the month after the calculation month
• Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month

Check if the practice's payments are on hold:

• Select Practice Details from the Main menu
• Select Payment Details from the dropdown. The Payment Details screen will show

Check the Status of the PIP and/or WIP - Practice Stream payments.

If the status is On Hold and:

• the hold reason is Other - see comments, view the comments to confirm if the payments are on hold awaiting for new bank account details. If Yes, remove the payment hold:
• Select Allowed
• Select Update Status
• the hold reason is for something else, assess if the payments will need to stay on hold. Discuss with LPS if required. Change hold reason using the dropdown to reflect the most appropriate reasons. Additional comments may need to updated in the Comments screen to reflect action taken

Do not remove payment holds during a calculation month. If a payment hold can be removed and it is during a calculation month:

• Pend the work item until the first day of the month after the calculation month
• Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month

Check for any held or failed payments:

• Select Payments from the Main menu
• Select Payment History from dropdown. The Payment History screen will show
• Check the Payment Status

If any payment shows:

• Rejected or error, redirect the payment
• Held, see if the payment can be released. If it can:
• Escalate to LPS via PaNDA
• Request the release of payments

Do not remove payment holds during a calculation month. If a payment hold can be removed and it is during a calculation month:

• Pend the work item until the first day of the month after the calculation month
• Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after the calculation month

Select Comments from the Main menu. The Comments screen will show.

Add a comment to the practice profile to confirm:

• the update to the practice bank details, and
• the release of payments (if applicable)

Under Add new comment:

• Select/key the below details:
• Area: Payment Details
• Reason: Other
• Comments: Change of Practice details - bank account details update. ' See PaNDA ID XXXXXXXXXX, for details of call confirming update request. <Requested release of held/failed payments.><PIP/WIP - Practice Stream hold removed P##### DD/MM/YYYY'
• Select Add Comment

Is the practice a PIP consenting practice?

If the practice is not PIP consenting and has not provided a separate WIP - Practice Stream practice ID, do not make updates in WIP - Practice Stream Online.

• Yes, go to Step 11
• No, log on to WIP - Practice Stream Online and repeat:
• Steps 1-3
• Steps 6-8
• Go to Step 10

Is the practice notifying of other changes to practice details:

• Yes, assess and process the relevant changes below:
• a change of authorised contact person/s (Question 30)
• ceasing a general practitioner or nurse practitioner (Question 31)
• Delegate work item for quality control, go to Step 11
• No, delegate work item for quality control, go to Step 11

In PaNDA:

• Add a processing note ‘Bank details updated. Quality control required’
• Select ‘Delegation Required’ tab. Leave work item in Open Status

The work item will move into Delegation Required queue for another Service Officer to complete quality control.

Process stops here until the work item has been quality controlled. When the work item has been quality controlled, the PaNDA item will be returned to the original Service Officer to finalise. Go to Step 12.

Are there any errors identified as part of the quality control?

• Yes, review the processing note with the error identified and correct. Add processing confirming action taken. Return the work item for quality control again following Step 11
• No, finalise work item, go to Step 13

Any quality control discrepancies should be discussed with the Team Leader.

• Upload the IP005 form to the practice profile
• Check the PaNDA work type classification
• All forms with a change of bank details must be classified in PaNDA as Change of Details - Bank Account PIP/WIPPS
• In the Fax No. field add the code for the main notification type for example, RELOC. See Managing PaNDA work items for Incentives Programs for escalation codes

If the practice is not a PIP consenting practice, upload the form to both profiles.

Log on to these systems:

• PIP Online (if updating PIP or are a PIP consenting practice), or
• WIP - Practice Stream Online (a WIP - Practice Stream only practice or not a PIP consenting practice)

Search for the practice in PIP Online or WIP - Practice Stream Online.

On the Practice Search screen:

• Key the Practice ID
• Select Search. The Search Results will show
• Select the practice ID hyperlink

The Practice summary screen will show

Review the change in practice bank details on the form against the PIP and/or WIP - Practice Stream Online on the Payment Details screen - access via the Main Menu on the left hand side of the screen, select Practice Details and then Payment Details.

Are banking details updated correctly on the screen as per the details on the form?

• Yes, go to Step 4
• No, if an error is identified:
• Add details of error in the Processing Note and confirm action required to correct the error
• Complete the details in the Staff Feedback Tool
• Return the work item in PaNDA back to the original staff member by selecting:
  Return work item tab
  A pop up window will appear to ‘Reassign to Service Officer PXXXXX’ or ‘Unassign’ - select Reassign to Service Officer PXXXXX
  Select Reject tab

The original Service Officer will receive this work item when they open their worklist.

Any quality control discrepancies should be discussed with the Team Leader.

Return work item back to the original by selecting:

• Add processing note ‘Quality Control, no errors’
• Return work item tab
• A pop up window will appear to ‘Reassign to Service Officer PXXXXX’ or ‘Unassign’ - select Reassign to Service Officer PXXXXX

The original Service Officer will receive this work item when they open their worklist.