Manage aged care recipient records 065-13070030

Search for a care recipient record in the following aged care systems:

• Aged Care Staff Portal (ACSP). To search by:
• Service in Context view, see Table 11 Step 2 in Aged Care Staff Portal (ACSP) - Service in Context
• Care Recipient in Context (CRiC) view, see Table 1 Step 2 in Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC)
• Aged Care Management Payment System (ACMPS):
• To search for a care recipient record, go to Step 2

There are 2 ways to search for a care recipient record in ACMPS.

To search for a care recipient record by:

• the care recipient ID, go to Step 3
• personal details, go to Step 4

To search for a care recipient record by using care recipient's ID:

• Log on to ACMPS
• On the Home screen, select Care Recipient Search option from the top menu. The Search: Care Recipient screen displays
• Key the care recipient ID in the Care Recipient ID field
• Select Search. The Care Recipient Profile screen displays

Service Officers must check:

• they have selected the correct care recipient record, and
• if no results show, they have entered the correct numbers, or the Death Indicator is set or Not set

Go to Step 5.

To search for a care recipient's profile in ACMPS by using care recipient's personal details:

• Log on to ACMPS
• On the Home screen, select Care Recipient Search option from the top menu. The Search: Care Recipient screen displays
• Key the care recipient's known criteria in the relevant fields
• Select Search. The search results display
• Select the relevant care recipient. The Care Recipient Profile screen will show

Service Officers must check:

• they have selected the correct care recipient record, and
• if no results display, they have entered the correct details or the Death Indicator is set or Not set

Go to Step 5.

Personal details including care assessment and identification numbers update automatically from data exchanged between systems. See Aged care systems and data exchange for details about the various systems.

Identification numbers can include the:

• care recipient ID
• Aged Care Gateway (ACG) ID
• Centrelink ID
• Department of Veterans' Affairs (DVA)

For minor and major variations and acceptable documents, see Minor or major variations in name in Change legal name on Medicare record.

Care recipient updates include corrections to:

• First, middle and last names
• Email address
• Telephone number
• Marital status
• Date of birth
• Date of death
• Gender
• Country of origin
• Language
• Intertwined indicator
• Address
• Address types

Care recipients can make a major variation to a recorded legal name by:

• calling Services Australia HSDD - Means Testing Team
• emailing or mailing the request and supporting documents
• attending a service centre

Send a SharePoint request to the respective Local Peer Support (LPS) team to request they manually update the care recipient's personal details.

The LPS must review the request and follow one of the following processes:

• For Smart Centre aged care skill tagged staff, see Aged care records remediation
• For Aged Care Payments Team (Health Service Delivery Division), direct all request details to the Aged Care Programs Branch using the escalation form. The Resources page has a link to the form

State the reason for the manual update and ask the requestor to provide (if any) supporting documents.

Once confirmed that updates can be made to amend care recipient identifiers or personal details, see Table 2, Step 6 in Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC).

To view a care recipient's compensation details in the:

• Aged Care Staff Portal (ACSP), see Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC)
• Aged Care Management Payment System (ACMPS), go to Step 2

• Log on to ACMPS
• On the Home screen, select Care Recipient Search option from the top menu. The Search: Care Recipient screen will show
• Key the:
• Care Recipient ID in the Care Recipient ID field, or
• Care recipient's personal details in the relevant fields
• Select Search. The search results will show
• Select the relevant care recipient record
• The Care Recipient Profile screen will show

To view the compensation details in ACMPS Select Compensation Details tab. The Compensation Details tab will show, including:

• Com Type
• Decision Date
• Start Date
• End Date
• % of subsidy
• Lump Sum Amt
• Maxi Level Cover
• Fixed Reduct amt
• Total Sub Reduct
• Subsidy Applied
• Subsidy Remain
• Comments

The Health Service Delivery Division receives the Held Events report via an automated Batch Report. This report is received daily and specifies the unique care assessment IDs that need manual matching.

Service Officers can also do a care assessment and ACCR search via the Aged Care Staff Portal (ACSP). See Table 1 in Aged care care assessments and approvals.

• Log on to ACMPS
• On the ACMPS Home screen, select Claim & ACCR from the left hand side menu. The Claim & ACCR Search screen will show
• Select ACCR Search. The ACCR Search screen will show
• To search for a specific ID, in the:
• Social Application ID field - key the transaction number as per the spreadsheet
• Request Category field - select Aged care Client Record/NSAF - IC
• Status field - select Hold
• Select Search. The search result will show
• Select the record. The Agedcare Client Reco: XXXXXXXXXX, (does not exist) will show

In the Agedcare Client Reco: XXXXXXXXXX, (does not exist) screen, the below tabs will show:

• ACCR General Data
• Change History
• ACCR Form
• Parties Involved
• Potential Matches

The Potential Matches will show any matching existing care recipient records.

Does the new record match any existing listed care recipients?

• Yes, go to Step 3
• No, go to Step 4

If there is a matched record, select:

• the matched record
• Update Care Recipient
• Save
• Back

Has the Service Officer completed this process for all care recipients listed in the batch report?

• Yes, procedure ends here
• No, repeat Step 1 to action the next care recipient record

If there is no matched record, select:

• Create Care Recipient
• Back

Has the Service Officer completed this process for all care recipients listed in the batch report?

• Yes, procedure ends here.
• No, repeat Step 1 to action the next care recipient record

Requests to delete assessment details are only actioned on rare occasions requested by the Department of Health and Aged Care and it is a delegation request.

For example, if the care recipient's assessment details were matched to an incorrect care recipient's profile.

Direct all requests to delete assessment details to the Aged Care Programs Branch for action using the escalation form. The Resources page has a link to the form.

Staff are allocated work in Work Optimiser - Health. For more details, see to Work Optimiser for staff:

• To retrieve work from Work Optimiser - Health, select:
• Ready
• Open in Aged Care Staff Portal
• The name change approval screen will show current and updated care recipient details:
• ID
• Given name
• Middle name
• Family name
• Date of Birth
• Gender
• Language
• Street line 1
• Street line 2
• City
• Postcode
• State
• Country
• Social application ID hyperlink

• Review the Care recipient name change details
• To view the care assessment details, select the hyperlink in the Social application ID column. The care assessment version number is displayed in a dropdown menu at the top right of the screen

Go to Step 3.

Service Officers must review the following customer details in ACSP and Customer First to confirm the name change request belongs to the same care recipient:

• Name
• Date of birth, and
• Address

If they cannot locate the care recipient in Customer First, they can continue to process the request.

Customer First is the source of truth. If a care recipient has received Australian Government assistance from Centrelink, they would have had their identity verified.

Review details in ACSP:

• Log on onto another ACSP
• Select Care Recipient Search
• Key the care recipient's details - the Care Recipient Summary screen will show
• Review the following details to determine if it is the same customer:
• Full name
• Date of birth
• Address
• Review Change History:
• Select the care recipient details under the care recipient section
• Go to Maintain Care Recipient Details
• Go to the Details tab
• Change History - select the button to show

Note: if a name change is incorrectly accepted, the Care Recipient Details screen automatically updates with the new care recipient details. Checking the Change History tab will identify any earlier changes.

Review details in Customer First

• Open Customer First
• Search for the customer in Customer First, see Searching for a customer on the system
• On the Home page search for the customer by keying 'IN' in the Next field - the care recipient details will show
• To view the care recipient's:
• legal name and date of birth, key 'CPDS' in the Next field - the care recipient's legal name and date of birth will show
• address, key 'ADH' in the Next field - the care recipient's address will show

Does the name request belong to the same care recipient?

• Yes, go to Step 4
• No, to reject, go to Step 11

Service officers must review the name change request to determine if it requires a major or minor update.

For major and minor variations see Minor or major variations in name in Change legal name on Medicare record.

Care recipient updates can include corrections to:

• First name
• Middle name
• Family name
• Email address
• Telephone number
• Marital status
• Date of birth
• Date of death
• Gender
• Country of origin
• Language
• Address

Has the care recipient died since the name change was requested?

• Yes, approve name change request
• Go to the name change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACSP
• See the Resources page for a summary table for how to action a name change request.
• Procedure ends here
• No, go to Step 5

Service Officers must review the ACCR form to determine if it is a new reclaim or a correction reclaim.

A care recipient may have multiple ACCR forms on their profile.

A new reclaim is labelled as Version 1. If a correction reclaim has been submitted it will have a different version number. The numbers increase with each correction submitted.

A different process applies for new reclaims (or Version 1).

To view earlier versions of the form, on the Versions tab select from the dropdown menu.

Is the request a new reclaim (or Version 1)?

• Yes, go to Step 6
• No, go to Step 9

A new reclaim (Version 1) request is payment affecting, incorrectly rejecting may affect the care recipient's assessment.

Do the care recipient's details 100% match the name change request?

• Yes, approve the name change request:
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved, the requested changes will show in ACSP
• Procedure ends here
• No, go to Step 7

Is the name change request for minor changes to the care recipient profile?

• Yes, approve name change request:
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved
• Service officers must amend changes in ACSP to match Customer First.
  See Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC)
  Select Update
• Amend details to match Customer First
• Select Submit - the Success message will show
• Key a care recipient Note to advise of the update:
  Updated name to match CF - First name from" " to " "
  Updated name to match CF - middle name from " " to " "
• Service officers must advise Aged Care Programs of the approved request by completing a Tier 3 escalation through the Aged Care Programs Escalation SharePoint. Go to Step 12
• No, it is a major change go to Step 8

Major changes must be updated by the care recipient. To ensure their assessment is not affected, the name change request for Version 1 is approved and the care recipient details are updated in ACSP to match Customer First.

If a preferred name is listed on the name change request and can be viewed in Customer First as a preferred name, the name change request is approved and the care recipient details are updated in ACSP to match Customer First.

Approve the name change request:

• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved- the requested changes will show in ACSP
• Service officers must amend changes in ACSP to match Customer First. See Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC)
• Select Update
• Amend details to match Customer First
• Select Submit
• Key a care recipient Note to advise of the update:
  Updated name to match CF - First name from xxx to xxx
  Updated name to match CF - middle name from xxx to xxx

Service Officers must advise Aged Care Programs of the approved request by completing a Tier 3 escalation through the Aged Care Programs Escalation SharePoint. Go to Step 12.

A correction reclaim request displays a version number higher than 0000000001.

Do the care recipient's details 100% match the name change request?

• Yes, approve the name change request:
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACSP
• Procedure ends here
• No, go to Step 10

Is the name change request for minor changes to the care recipient profile?

• Yes, approve the name change request:
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACMPS
• Procedure ends here
• No, reject a major change request, go to Step 11

If the name change request displays a different care recipient's details, it could mean the Department of Health and Aged Care (DoHAC) have an intertwined record.

Service Officers must reject correction reclaim requests for major changes. If a correction reclaim request displays a different name than what is recorded in Customer First, reject the request.

Services Australia notify the DoHAC of any rejected requests.

To reject the name change request:

• Go to the Name Change Approval screen
• Select Reject and Rejection Reason - the transaction saved message will show
• Status changes to Rejected

Service Officers must advise Aged Care Programs of the rejected request by completing a Tier 3 escalation through the Aged Care Programs Escalation SharePoint. Go to Step 12.

Service Officers must advise ACPB of the approved or rejected request by completing a Tier 3 escalation through the Aged Care Programs Escalation SharePoint. Select the query type - 'Name/DOB/Address etc. Update'.

See the Resources page for a link to the escalation form.

Depending on the change outcome they advise, Service Officers must include the following details.

Accepting the request, include:

• Details listed in Customer First:
• First name
• Middle name
• Last name
• Date of birth (01.01.1939) this is the format used
• ACG ID
• Outcome accepted
• Detail the change correction required:
• FIRST NAME from (DOHA) MAY to (CF) JUNE:
• MIDDLE NAME from (DOHA) NO NAME to (CF) AUGUST
• SURNAME from (DOHA) JOY to (CF) JOYCE

Rejecting the request, include:

• Details listed in Customer First:
• First name
• Middle name
• Last name
• Date of birth (01.01.1939) this is the format used
• ACG ID
• Outcome - rejected

Advising the record is intertwined, include:

• Details listed in Customer First:
• First name
• Middle name
• Last name
• Date of birth (01.01.1939) this is the format used
• ACG ID
• Outcome intertwined
• Detail the change correction needed:
• FIRST NAME from (DOHA) MAY to (CF) JUNE:
• MIDDLE NAME from (DOHA) NO NAME to (CF) AUGUST:
• SURNAME from (DOHA) JOY to (CF) JOYCE

Staff are allocated work in Work Optimiser - Health. For more details, see Work Optimiser for staff:

• To retrieve work from Work Optimiser - Health, select:
• Ready
• Open in Aged Care Staff Portal
• The Name Change Approval screen will show current and updated care recipient details:
• ID
• Given name
• Middle name
• Family name
• Date of Birth
• Gender
• Language
• Street line 1
• Street line 2
• City
• Postcode
• State
• Country
• Social application ID hyperlink
• Copy the Social Application ID to verify details in ACMPS

Go to Step 2.

• Log on to ACMPS
• On the ACMPS Home screen, select Claim & ACCR Search - the Claim & ACCR Search screen will show
• Paste the Social Application ID in the Social Application ID field
• Select Search - the results list will show
• Select the Social Application ID hyperlink - the Aged Care Client Record screen will show
• Select the Name Change Approval - SO tab - the name change request displays
• Compare the original details to the requested changed details
• Leave this screen open to refer to later
• Open another ACMPS tab to review care recipient details
• Search for the care recipient to determine if the request belongs to the same care recipient

Go to Step 3.

To confirm the name change request belongs to the same care recipient, Service Officers must review the care recipient details in:

• ACMPS, and
• Customer First

The care recipients name, date of birth and address are reviewed in both programs.

Customer First is the source of truth. If a care recipient has received Australian Government assistance from Centrelink, they would have had their identity verified.

Review details in ACMPS:

• Log onto another ACMPS
• Select Care Recipient Search
• Key the care recipient details - the Care Recipient Profile screen will show
• Review these details to determine if it is the same care recipient:
• Full name
• Date of birth
• Address
• Change History tab

Review details in Customer First:

• Open Customer First
• On the Home page, search for the customer:
• Key 'IN' in the Next field - the care recipient details will show
• Key 'CPDS' in the Next field to view the care recipient's legal name - the care recipient's legal name will show
• Key 'ADH' in the Next field to view the care recipients address - the care recipient's address displays

Note: if a name change is incorrectly accepted, the Care Recipient Details screen automatically updates with the new care recipient details. Checking the Change History tab will identify any earlier changes incorrectly accepted.

Does the name request belong to the same care recipient?

• Yes, go to Step 4
• No, to reject go to Step 11

Service Officers must review the name change to determine if this needs a major or minor update.

For major and minor variations, see Minor or major variations in name in Change legal name on Medicare record.

Care recipient updates can include corrections to:

• First name
• Middle name
• Family name
• Email address
• Telephone number
• Marital status
• Date of birth
• Date of death
• Gender
• Country of origin
• Language
• Address

Has the care recipient died since the name change was requested?

• Yes, approve name change request
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACMPS
• Procedure ends here
• No, go to Step 5

Service Officers must review the ACCR form to determine if it is a new reclaim or a correction reclaim.

A care recipient may have multiple ACCR forms on their profile:

• A new reclaim is labelled as Version 1
• If a correction reclaim has been submitted it will have a different version number. The numbers increase with each correction submitted

New reclaims or Version 1 are processed differently.

Note: when first selecting the ACCR tab, the ACCR form with latest proposed changes will show.

To view earlier versions of the form, select the Versions tab from the dropdown menu.

Is the request a new reclaim or Version 1?

• Yes, go to Step 6
• No, go to Step 9

A new reclaim (Version 1) request is payment affecting, incorrectly rejecting may affect the care recipient's assessment.

Do the care recipient details 100% match to the name change request?

• Yes, approve the name change request:
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACMPS
• Procedure ends here
• No, go to Step 7

Is the name change request for minor changes to the care recipient profile?

• Yes, approve the name change request:
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACMPS
• Service Officers must amend changes in ACMPS to match Customer First
• On the Care Recipient Details screen:
  Select Edit
  Amend details to match Customer First
  Select Save
  Add care recipient Note to advise of the update
  Updated name to match CF - First name from" " to " "
  Updated name to match CF - middle name from " " to " "
• Advise Aged Care Programs of the approved request by completing a Tier 3 escalation through the Aged Care Programs Escalation SharePoint. Go to Step 12
• No, it is a major change, go to Step 8

A major change request must come from the care recipient. To ensure the care recipient assessment is not affected, the name change request for Version 1 is approved and the care recipient details are updated in ACMPS to match Customer First.

If a preferred name is listed on the name change request and can be viewed in Customer First as a preferred name, the name change request is approved and the care recipient details are updated in ACMPS to match Customer First.

Approve name change request:

• Go to the Name Change Approval screen
• Select Approve - the transaction saved message will show
• Status changes to approved, the requested changes will show in ACMPS

Service Officers must amend changes in ACMPS to match Customer First:

• On the Care Recipient Details screen
• Select Edit
• Amend details to match Customer First
• Select Save
• Add care recipient Note to advise of the update:
• Updated name to match CF - First name from xxx to xxx
• Updated name to match CF - middle name from xxx to xxx

Procedure ends here.

A correction reclaim request displays a version number higher than 0000000001.

Do the care recipient details match 100% to the name change request?

• Yes, approve the name change request
• Select Approve - the transaction saved message will show
• Status changes to Approved - the requested changes will show in ACMPS
• Procedure ends here
• No, go to Step 10

Is the name change request for minor changes to the care recipient profile?

• Yes, approve the name change request:
• Select Approve - the transaction saved message will show
• Status changes to Approved, the requested changes will show in ACMPS
• Procedure ends here
• No, major change requests are rejected, go to Step 11

If the name change request displays a different care recipient's details, it could mean the Department of Health and Aged Care (DoHAC) have an intertwined record.

Service Officers must reject correction reclaim requests for major changes. If a correction reclaim request shows a different name than recorded in Customer First, reject the request.

Services Australia notifies DoHAC of any rejected requests.

To reject the name change request:

• Select Reject - the transaction saved message will show
• Status changes to Rejected