Letters for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-22080436

If the macro does not automatically pop-up, enable letters, select Enable Content.

A Microsoft Word macro shows.

Confirm letter fields completed

• Select OK - A trusted document warning shows
• Select No - The letter shows in print preview
• Select Cancel to close the Macro box
• On the top right-hand side of the screen select Viewing dropdown:
• Change selection from Viewing to Allow Editing
• At the top of the screen, select the:
• Add ins tab, then
• Create New Letter
• This reopens the Macro box to let the Service Officer key the data for the letter

If a document does not have macros enabled, select the Edit Document button to start editing the letter.

On the Address/Ref tab, key the below details:

• Letter Date - this field is auto-populated
• Title, first name, surname - the Resources page contains details on determining the addresses
• Address details - the Resources page contains details on determining the postal address
• Practice ID - key the Practice ID number
• Practice name:
• Abbreviate the practice name if it is longer than 75 characters. The Resources page has common abbreviated words
• If the abbreviation needed is not listed, escalate to the LPS for advice
• PaNDA ID - key work item ID from PaNDA
• If the letter has not been updated for the PaNDA ID - key P00000 in the Logon ID field
• Date form received - key PaNDA date of lodgement

Note: some Standard Letter Templates (SLTs) have extra tabs to select and complete for different options. This will vary the letter content.

To complete the required fields in the extra tabs:

• Select the Letter Request and/or Information tabs
• Complete the letter request details
• Select the Options tabs. A list of standard rejection reasons will show
• Find and select the right rejection reason

The information in each tab will differ for each letter type.

See Table 2 if the right reason is not available.

Service Officers must proofread the letter to check for any errors.

Are changes to the letter needed?

• Yes, go to Step 5
• No, go to Step 6

To amend the letter, select:

• Close Print Preview
• Add-Ins tab
• Create New Letter

The dialogue box shows. Change or complete fields as required.

If Service Officers select:

• Reset, all fields will clear to the default value
• Cancel, the dialogue box disappears and they can view all available text options

To save the letter as a PDF, Service Officers must:

• Select File
• Select Save As
• Select Browse
• Go to nominated staff folder located at R:SA > ADEL-209-Greenhill > HSDD_SA_Customer_Information > HSD_PRV_INC_KWIL_01
• Rename the file name as required to allow clear identification of the document
• Go to Save as type field and select PDF from the dropdown list
• Select Save

Note: do not save customer information to desktops or personal H drives.

Does the letter need to be quality checked?

• Yes, see Preparing, quality and peer to peer checking of Medicare external mail
• No, go to Step 8

For more information or to determine if the letter needs to be quality checked, see Preparing, quality and peer to peer checking of Medicare external mail.

Letters must be merged with the associated PaNDA work item before returning to the customer.

See Table 3.

Is the FTL for an existing PaNDA work item?

• Yes, add a Processing Note with a summary of why a free text letter is needed. Go to Step 3
• No, create a PaNDA work item, go to Step 2

There will be occasions where there is no open PaNDA item to escalate and/or no associated document.

For HPOS applications with no forms:

• Take a screen shot of the PIP Eligibility Check screen
• Save the screenshot as a PDF
• Create a new PaNDA work item for the screen shot
• Add a processing note with summary of why the FTL is needed
• Go to Step 3

If the original work item is completed in PaNDA:

• Save the document from the original work item as a new pdf
• Upload the pdf as a new PaNDA work item
• record the original PaNDA work item ID in a processing note
• add a processing note with a summary of why the FTL is needed
• Go to Step 3

FTL requests are identified by an escalation code added to the Fax No field of the PaNDA work item. To add the FTL identification code in PaNDA:

• Remove fax number
• Add FTL (Escalation code). See Managing PaNDA work items for Incentive Programs for list of Escalation codes
• Select Save

In PaNDA:

• Un-assign
• Re-categorise to
• Work Type Program - Incentives
• Work Type - ‘INC_NO_Policy’

Note: do not ‘pend’ the work item, leave the status as ‘open.’

Program Management will:

• upload the completed letter to the PaNDA work item
• re-categorise the work item to the original work type, and
• reassign the work item to the requesting service officer

Incentive Programs Delivery:

• Returned free text letters will be identified in the Service Officer ‘worklist’ in PaNDA.

Check the letter.

Is the letter correct?

• Yes, save the letter to the nominated staff folder
• Select File
• Select Save as
• Select Browse
• Go to nominated staff folder located at R:SA > ADEL-209-Greenhill > HSDD_SA_Customer_Information > HSD_PRV_INC_KWIL_01
• Rename the File name as the Practice ID_Letter
• Select PDF from the Save as type drop down menu
• Select Save
• See Table 3
• No, return the letter for correction
• add a processing note to explain issue
• go to Step 1 to re-raise the FTL request

Note: if a FTL is incorrect on the second return, raise to a Program Officer to discuss with Program Management.

Program Management may choose a different response to that requested by the service officer. A processing note or email will be provided outlining the decision. These letters should not be raised with the Program Officer unless an obvious assessment error has been made.

Letters and the associated forms/documents must be uploaded to PIP and /or WIP – Online systems as a single document. The individual PDFs must be merged before uploading.

See Managing PaNDA work items for Incentive Programs to merge the letter and associated forms/documents.

Incentives letters are sent as an HPOS mail attachment or by post, depending on the communication preference set by the practice.

To check the communication preference:

• Log on to PIP Online or WIP - Practice Stream Online
• Key the practice ID in the search field
• Select the practice ID hyperlink
• Select Practice Details
• Select Contact Details
• Go to Update online subscriptions
• Check which option is selected for General Correspondence

Has the practice selected Access online as their communication preference for General Correspondence?

• Yes, go to Step 3
• No, print the letter and send manually via post. Then go to Step 3

• Upload the merged document to PIP and/or WIP – Practice Stream online
• If the letter is sent via HPOS mail, add ‘sent via HPOS’ to the associated document description file
• If the letter is sent via post mail, add ‘sent via POST’ to the associated document description file
• Delete all customer documents from the letter folder

Has the practice selected Access online for general correspondence?

• Yes, see Table 4
• No, finalise the work item as Complete, Request rejected in PaNDA

Log on to HPOS.

• Select mailbox:
• Practice Incentives Program (PIP), or
• Workforce Incentives Program (WIP) - Practice Stream
• The Mail Centre screen will show
• Select Compose new mail

Note: select the mailbox that corresponds to the PaNDA work type. Use the PIP mailbox:

• where the mail is for both programs, and
• the practice is a PIP consenting practice

• Select Practice
• Enter the Practice ID into the To box
• The practice name will show (check the details are correct)
• Enter the following into the Subject field:
• Important letter about your <Practice Incentives Program/Workforce Incentives Program - Practice Stream> request
• Copy and paste the following message into the Text field:
• Please read the attached letter and take the requested action if required
• Attach the letter in Attachments field:
• Select the Choose file button to navigate to the letter in your nominated folder. Select the letter and select Add File (a maximum of 5 attachments can be added.)
• To remove an attachment, select Remove (next to the attachment)
• Select Send

Note: for HPOS applications not yet approved, there is no Practice ID. Return the letter to the RA number of the person lodging the application.

The Resources page has more details about composing emails.

Finalise the work item as Complete, Request rejected in PaNDA.