Manage aged care recipient records 065-13070030

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

• 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)
• To update record, go to Step 5
• 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 will show
• Key the care recipient ID in the Care Recipient ID field
• Select Search. The Care Recipient Profile screen will show

Service Officers must check:

• they have selected the correct care recipient record, and
• if no results show, they have keyed 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 will show
• Key the care recipient's known criteria in the relevant fields
• Select Search. The search results will show
• 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 show, they have keyed 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 record
• Address
• Address types

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

• calling Services Australia HSDD - Means Testing Team
• uploading via myGov 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 processes:

• Check the care recipients Centrelink record to ensure the correct details have been updated, see Changing the legal name of customers or their children
• If updates are required, procedure ends here
• for Aged Care payments team, direct all request details to the Seniors and Ageing Branch using the escalation form
• the Resources page has a link to the form (query type: Name/DOB/Address)

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:

• ACSP, see Aged Care Staff Portal (ACSP) - Care Recipient in Context (CRiC)
• 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

Requests to delete assessment details are only actioned on rare occasions requested by the Department of Health, Disability and Ageing 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 Seniors and Ageing Branch for action using the escalation form (query type: Name/DOB/Address). 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 Care recipient name change approval screen shows 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

Service Officers must review the care recipient details in ACSP and Customer First (legal name) to confirm the name change request belongs to the same care recipient including:

• Name
• Date of birth, and
• Address

• Log on onto another ACSP
• Select Care Recipient Search
• Key the care recipient's details - the Care Recipient Summary screen shows
• Review the following details to determine if the name change request is connected to the correct care recipient profile:
• Full name
• Date of birth
• Address

• Open Customer First
• If a care recipient has received Australian Government assistance from Centrelink, they would have had their identity verified and have a profile in Customer First. If the care recipient has not had any interactions with Centrelink and the SO is unable to locate a record in Customer First, they can continue process, go to Step 4.
• Search for the care recipient 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 – and keying the care recipient details
• check 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 shows
• address, key 'ADH' in the Next field - the care recipient's address shows

Go to Step 3.

After comparing the Current and Updated details on the change request to the care recipient profile in ACSP and Customer First is the care recipient name change request linked to the correct care recipient profile?

• Yes, go to Step 4
• No, reject the request, go to Step 7

Service Officers must review the name change request to determine if it requires a major or minor update, including deceased care recipients.

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

Note: if the change request is for a deceased care recipient who departed more than 3 months escalate to LPS for further review to ensure records have not merged.

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

If the name change request:

• Already matches the name in ACSP and Customer First
• Select Approve- the transaction saved message shows
• Procedure ends here
• Is a minor update, go to Step 5
• Is a major update, go to Step 6

Do the Updated details match the legal name in Customer First?

• Yes, approve name change request:
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message shows
• Status changes to Approved
• When a name change is accepted, the Care Recipient Details screen automatically updates with the new care recipient details
• Procedure ends here
• No, approve the name change request and update name to match Customer First
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message shows
• 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 shows
• 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
• Procedure ends here

Major changes must be updated by the care recipient.

If a preferred name is listed on the name change request and can be viewed in Customer First as a preferred name, we are unable to accept the name change request.

Do the updated details on the care recipient name change request match the legal name in Customer First?

• Yes,
• Go to the Name Change Approval screen
• Select Approve - the transaction saved message shows
• Status changes to Approved- the requested changes show in ACSP
• Procedure ends here
• No, reject the name change request:
• Go to the Name Change Approval screen
• Select Reject
• Select the corresponding Rejection Reason
• the transaction saved message shows
• Status changes to Rejected
• Procedure ends here

If the name change request displays different care recipient details, it could mean the Department of Health, Disability and Ageing have an intertwined record.

Service Officers must reject requests for major changes if a request displays a different name than what is recorded in Customer First.

To reject the name change request:

• Go to the Name Change Approval screen
• Select Reject
• Select the corresponding Rejection Reason - the transaction saved message shows
• Status changes to Rejected

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 Date of Death Discrepancy Activity screen displays:

• Activity details:
• Activity number
• Activity type
• Care recipient name
• Care recipient ID
• Service ID
• Service NAPS ID
• Service name
• Status
• Created by
• Created date
• Updated by
• Updated date
• Steps for Task - this will advise if any additional steps have been flagged
• Information – this will advise any information relating to the care recipient’s partner if applicable
• Upload Documents – any related documents can be uploaded here
• Activity notes – add notes when making amendments relating to this activity

Copy the care recipient ID to verify if a date of death discrepancy exists in ACSP.

Go to Step 2.

• Log on to ACSP
• On the ACSP Home screen, select Care recipient search
• The Care recipient search details screen will show
• Paste the care recipient ID in the Care Recipient ID field
• Select Search
• The care recipient summary screen will show

When there is a discrepancy in the dates recorded, an information message displays Date of death and Deceased departure date have a discrepancy. Investigation required to resolve.

Go to Step 3.

Service Officers must check the:

• date of death
• deceased departure date
• confirm the source location of the information received (Centrelink (CLK), Department of Veterans’ Affairs (DVA) or provider)

To check this from the care recipient in context:

• Select the Care recipient details tab
• Select Go to maintain care recipient details tab
• The Maintain care recipient details screen displays
• Select Details tab
• The Care recipient information displays:
• Care recipient ID
• First name
• Middle name
• Last name
• Email address
• Telephone number
• Marital status
• Date of birth
• Gender
• Language
• Deceased departure date
• Date of death
• Source
• Intertwined indicator
• Means testing start date
• RC means testing start date

Does the date of death and deceased departure date match on this screen?

• No, go to Step 4
• Yes, go to Step 10

Does the source location for the discrepancy identified read as CLK/DVA or blank?

• CLK/DVA, go to Step 5
• Blank, go to Step 8

Service Officer must check care type on departure by going to Care recipient summary screen in ACSP.

Did the care recipient depart Home care (before 1 November 2025) or Residential care?

• Home care (before 1 November 2025), go to Step 6
• Residential care, go to Step 9

When a care recipient’s departure has been coded as deceased, the assigned home care package will automatically end on this date.

Is the updated deceased departure date later or earlier?

• Later, go to Step 7
• Earlier, go to Step 9

If the deceased departure date is later than the existing date recorded and needs to be amended, Service Officers must:

• Escalate to the Seniors and Ageing Branch using the escalation form
• In the Escalation details field include:
• Unable to amend deceased departure date due to assigned home care package flagging an earlier date than the required update
• Task ID
• Correct date of death
• Deceased departure date recorded in ACSP
• End date of the assigned home care package
• Add care recipient notes in ACSP Activity <ID> Unable to update deceased departure date from <original date> to <correct date> due to assigned home care package ending on <original date> Esc T3 <ID>
• Place the work item on hold until a resolution has been received
• The Service Officer will get 2 automated emails advising an escalation has been lodged and completed

When the Service Officer receives the completion email, go to Step 10.

When the source of the care recipient’s date of death has not yet been confirmed, this section will be left blank. This is generally flagged due to a service provider coding a departure reason as deceased.

No updates can be made and escalation is required as this date has not yet been confirmed with CLK/DVA.

• Service Officers must escalate to the Aged Care Customer team via LPS
• Create the LPS referral using Aged Care > Customer (Means Assessment) > Deceased Customer > Verification
• When the Customer team LPS has confirmed the date of death service, go to Step 10

To update the deceased departure date, Service Officers must:

• Contact the service provider to confirm the departure date
• Select [Update]
• Key in or select from the Calendar icon to update the date to match the care recipient’s date of death recorded
• Select [Submit]
• The Success: Details successfully updated message displays
• Add care recipient notes in ACSP Activity <ID> Updated deceased departure date from <Original date> to <Amended date>

Note: Service Officers must only amend if the reason for departure is deceased to avoid overpayment to service provider.

Go to Step 10.

When the outcome for the escalation is returned or update has been actioned manually, update the work item in Work Optimiser – Health to complete the activity.

• Open the activity work item in Workload Optimiser - Health
• Add activity notes according to action taken:
• Deceased departure date was manually corrected Updated deceased departure date from <Original date> to <Amended date>
• Escalation outcome received Deceased departure date remediated as per T3 <ID> resolution received. Date of death has been updated from <Original date> to <Confirmed date>
• No updates required, no discrepancy identifier has been flagged on the profile Deceased departure date and Date of death already matching in maintain care recipient details. No updates required
• Select [Complete Activity]
• The Success: Activity has been approved message displays

Procedure ends here.