Manage aged care recipient records 065-13070030

Care recipient records are created automatically, from data being exchanged between systems, or manually in the following systems:

• Customer First (CF)
• Process Direct (PD)
• ACMPS
• ACSP
• My Aged Care/Aged Care Gateway
• DVA Process Direct

Care recipient records are automatically created when data is received via the My Aged Care Gateway. Care recipient information auto populates based on the information from My Aged Care and can also be created by a pre-entry assessment undertaken in PD/CF.

Care recipient data is:

• automatically matched to existing care recipient records, or
• held for manual processing by the Health Service Delivery Division (HSDD)

If a care recipient’s record is held, HSDD will determine if a new record is to be created or if the record should be matched to an existing care recipient record. All updates to a care recipient's personal details (for example, name, address, date of birth) are received separately from the approval, classification and places details data.

Information can be updated between departments, for example:

• My Aged Care (Department of Health, Disability and Ageing) can update information that flows through to Services Australia's systems

Service Officers need to view a care recipient's record in the aged care payment systems to answer aged care provider’s queries.

Care recipient notes must be recorded if information is received from or provided to a provider and if any manual action has occurred on a care recipient record. See Recording information in the Aged Care Staff Portal (ACSP). Action can be requested by the Department of Health Disability and Ageing, the aged care service or by the Service Officer. For example, an aged care service can request a change to a hospital leave's start date. Service Officers must record a note where a care assessment created aged care record was mismatched due to misspelt names or Date of Birth (DOB) issues.

The Aged Care Staff Portal manages all care recipient notes. For example:

• registered
• deleted
• updated, or
• viewed

While a care recipient record cannot be deleted, events recorded on the care recipient record may be deleted. For example, entry events may be deleted.

• Requests to:
• delete Australian National Aged Care Classification (AN-ACC), Aged Care Funding Instrument (ACFI) appraisals and care assessment approvals must be directed to the Seniors and Ageing Branch for action. See Aged care records remediation for the process
• change an entry or delete dates require the provider to submit the signed care agreement that has been agreed between the provider and care recipient
• Deleting permanent entry events where a previous respite entry was not coded is no longer required. The Aged Care Staff Portal will allow the respite entry to be coded in addition to the current permanent entry. See Table 17 in Aged Care Staff Portal (ACSP) - Service in Context for more details

See Aged Care leave for details on leave types and how to code and register leave events in ACSP.

The most common forms of compensation are:

• payments made in respect of personal injury
• physical and/or emotional suffering, or
• property damage

Compensation payments can be:

• Workers' Compensation
• Third Party, and
• Common Law

• The ACMPS was the previous system used for processing Name Change approvals
• Held events and approved name changes are completed in ACSP only from June 2025
• To view the previous ACMPS process, see the historical version