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Failed Payments (GDES) for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-19042402

This document outlines how to action failed payments for Incentive Programs

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Failed PIP or WIP - Practice Stream payments

PIP and WIP - Practice Stream practice update and payment redirection

Failed PIP or WIP - Practice Stream payments

Table 1

Step	Action
1	Update the Summary of Failed EFT payment/s spreadsheet Program management update the Summary of Failed EFT Payments spreadsheet when notified of returned payments: Open the Summary of Failed EFT Payments spreadsheet at: INCENTIVESWORKFLOW > Calculation and Payments On the Failed PIP and WIPPS Payments tab add the following information: Column A – Program Column B – Payment Quarter Column C – Payment Run Number Column D – Practice ID Column E – Amount Program management process is complete until payment details have been updated by a Service Officer, then see Step 4 in Table 2.
2	Identify a returned payment Service Officer Open the Summary of Failed EFT Payments spreadsheet at: INCENTIVESWORKFLOW > Calculation and Payments Has new returned payment information been added? Yes, go to Step 3 No, procedure ends here
3	Log into systems Log on to these systems: PIP Online, or WIP - Practice Stream Online
4	Search for the 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 Is the practice listed? Yes, select the practice hyperlink. Go to Step 5 No, Check that the Practice ID has been keyed correctly If the practice ID is not valid, escalate to Local Peer Support (LPS) mailbox for investigation
5	Check the payment status Select Payments from the Main menu Select Payment History from the drop down. The Payment History screen will show Under PIP/WIP - Practice Stream payments: find the failed payment/s quarters as shown on the report the calculation quarter is the latest quarter before the date of payment failure indicated on the report Does the Payment Status show as Rejected or Error? Yes, update the spreadsheet with the following: Column F – Practice Name Column G Operator Login ID. Go to Step 6 No, issue has been resolved. Procedure ends here
6	Check the practice comments Select Comments from the Main menu. The Comments screen will show. Is there a failed payments comment? Yes, If further action or follow up is required, go to Step 7 If no further action is required, procedure ends here No, go to Step 7
7	Check practice bank details Select Practice Details from the Main menu Select Payment Details from the drop down The Payment Details screen will show all updates to the practice bank details under Update History, starting from the most recent Updated By will show who updated the details. Internal updates have a Service Officer P-number. HPOS updates have a 10-digit RA number. Only changes made by a Service Officer can be checked against a form. Check all associated documents carefully. The below forms can be used to update bank account details: Practice Incentives Change of practice details (IP005) form Practice Incentives Change of practice ownership (IP010) form Does the Updated By column show a P number: Yes, check the bank account details were updated correctly select Associated Documents from the Main menu the Associated Documents screen will show locate the form used to update the bank details confirm the bank details on the Payment Details screen against the form If there is an error in the bank details, process the form correctly then go to Step 2 in Table 2 If the bank details are correct, go to Step 8 No, go to Step 8
8	Investigate the failed payment/s Examine the reasons for the failed payment. Select Associated Documents from the Main menu. The Associated Documents screen will show Were there any practice updates rejected before the date of the failed payment? For example, a rejected Change of ownership form. For help see Search and view an associated document Check Comments the Comments screen will show check all of the comments for reasons for the failed payment/s. For help see the Search and view a comment Was the reason for the failed payment/s identified: Yes, resolve the issue, then see Table 2 No, or when further follow up is required go to Step 9
9	PIP consenting practice A practice participating in PIP and the WIP - Practice Stream may have failed payments for both programs. Always check the Summary of Failed EFT Payments spreadsheet for failed WIP - Practice Stream payments for the same practice. Is the practice a PIP consenting practice? Yes, make any required updates in PIP Online only No, make any required updates in both the PIP and WIP - Practice Stream Online systems
10	Contact practice Payment details can only be discussed with an owner or authorised contact person. To find the practice contact details: select Practice Details from the Main menu select Contact Details from the drop down the Authorised Practice Contacts will show the practice Phone Number is under Update other details. To find an owner's name: select Practice Details from the Main menu select Ownership Details from the drop down owners’ names are listed under Owners/Partners/Associates Discuss the following: There is a failed payment in PIP and/or WIP - Practice Stream Ask if there have been changes to the practice details. For example: change to bank account details change of ownership a relocation an amalgamation Provide advice on how to update the changes either by completing the appropriate form or updating the details via HPOS. Offer to help them to do this If the practice is not PIP consenting and there are failed payments in both the: PIP, and WIP - Practice Stream, a separate form or HPOS update is needed for each practice ID number If the owner or authorised contact person has/is: answered, go to Step 11 unable to be contacted, go to Step 12 unanswered, go to Step 13
11	HPOS update Did the practice immediately update their bank account details through HPOS? Yes, update the Failed PIP and WIPPS Payments tab with: Column H – Date of first follow up Column I – Date of second follow up (if applicable) Column J – Comments Column K – Payments to be released Column L – Date bank details updated online Columns M to O – Correct bank account details No, go to Step 12
12	Add a comment Add a comment in PIP and/or WIP - Practice Stream Online system. Select Comments from the Main menu. The Comments screen will show. Under Add new comment, enter: Area: Payment Details Reason: Other Comments: add the below details: the name of the authorised contact or owner relevant failed payment quarter/s the outcome of the phone call. This includes if a message has been left and/or follow up is required once the bank account details are updated, Summary of Failed EFT Payments spreadsheet must include the new details select Add Comment Note: If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, add a comment in both the PIP and the WIP - Practice Stream Online systems Do not take any further action until: a call is returned, or the required documents are provided When the documents are provided, update the Failed PIP and WIPPS Payments tab with the below: Column H – Date of first follow up Column I – Date of second follow up (if applicable) Column J – Comments Column K – Payments to be released Column L – Date bank details updated online Columns M to O – Correct bank account details See Step 2 in Table 2
13	Unanswered call/s If the contact attempt/s are unanswered, the practice may have closed. Check if 1 of the listed practice owners is listed as a current GP on the practice profile. To check the practice owners: select Practice Details from the Main menu select Ownership Details from the drop down. The Ownership Details screen shows view the practice owners under Owners/Partners/Associates To check the current GPs: select Practice Details from the Main menu select Associated GPs from the drop down the Associated GPs screen will show Is one or more of the current GPs recorded as a practice owner? Yes, go to Step 14 No, go to Step 15
14	Search for the provider contact details Log on to the Provider Directory System (PDS) From the Provider Directories menu: Select Provider Select View from the drop down. The Provider View screen will show Key the Provider Stem (first 6 digits) in the Provider Stem field Select Search. The Provider details screen will show Under Contact, are alternative contact details available? Yes, repeat Steps 10-13 above. Use the alternative contact details No, go to Step 15
15	Add a comment Add a comment in the PIP and/or WIP - Practice Stream Online system. Select Comments from the Main menu. The Comments screen will show Under Add new comment enter the below details: Area: Payment Details Reason: Other Comments: key ‘Practice payment/s have failed and all attempts to contact the practice have been unsuccessful. No further follow-up can occur at this stage. Practice payments have been placed on hold to avoid incorrect or misdirected payments’ Select Add Comment If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, record a comment in both Online systems.
16	Payment holds and notifying Program Management Place the practice payments on hold. Use the reason Other - See comments. The ‘Other – See comments’ hold must be added to the PIP and the WIP – Practice Stream separately. The hold will not apply to both profiles even if the practice is PIP consenting. Check the comment is showing in both the PIP and WIP – Practice Stream profiles. Add a comment to the Summary of Failed EFT Payments spreadsheet that the practice payments are on hold and the practice could not be contacted. See also: Payments for PIP and WIP-Practice Stream. Procedure ends here.

PIP and WIP - Practice Stream practice update and payment redirection

Table 2

Step	Action
1	Process the practice update request The practice may have lodged a form that will resolve the failed payment. Assess and process the form to update the practice details. See Related links for the relevant procedure.
2	Check the payment status Check if the practice’s payments are on hold: select Practice Details from the Main menu select Payment Details from the drop down. the Payment Details screen will show If the payments are On Hold: Add a comment to the Summary of Failed EFT Payments spreadsheet Program Management ;will decide what action to take with the payment hold
3	Add a comment Add a comment in the PIP and/or WIP – Practice Stream Online system. Select Comments from the Main menu. The Comments screen will show. Under Add new comment enter the following: Area: Payment Details Reason: Other Comments: include the following information Payment hold has been removed/not removed If not removed, why? If a request was made for the release of the failed payments, add the calculation quarters and the date the request was added to the spreadsheet Otherwise, note why the payment release was not requested Select Add Comment If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, record a comment in both Online systems. See also: Associated documents and comments for PIP and WIP - Practice Stream.
4	Redirect payment Failed payments will be redirected by Program Management. Practices should receive redirected payment/s within approximately 2 weeks from the redirection date, unless payments are on hold or there are other issues. Program management will update the below columns in the Failed EFT spreadsheet when payments are redirected. Column P – Date sent to Finance Column Q – Date payment released Once the payment is successfully redirected the details are moved to the Redirected PIP and WIPPS payment tab in the spreadsheet.