Medicare online account - Dates my care plan services were viewed screen 133-20021940

Advise the customer:

• the Dates my care plan services were viewed screen displays health professionals who have checked the customer's care plan eligibility
• health professionals can search a patient's care plan history via Health Professional Online Services (HPOS)

See the Resources page for screenshots.

Questions may help the customer understand entries on their Dates my care plan services were viewed screen.

Are there entries on the screen?

• Yes, check with the customer if they saw a health professional near the date/s listed on the screen
• If they did, it may be the health professional was checking their eligibility for care plan items for those dates. The customer can check this with their health professional or medical practice. Procedure ends here
• If they did not see a health professional, see Table 2
• No, the customer's care plan history has not been searched via HPOS. Advise the customer that health professionals do not need to check their eligibility to provide care plan services. Procedure ends here

Perform security check to authenticate Medicare record.

Proceed only if the caller meets the security check

Advise the caller that the information provided is:

• based on the patient’s Medicare claiming history at the time of the enquiry
• subject to change if there are claims pending

Check for GP management plan items.

Check for Mental health plan items.

The care plan history (used by health professionals in HPOS) does not support eating disorder treatment and management plan items.

Are there any services on or around the date/s listed on the Dates my care plan services were viewed screen?

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

Provide the customer a brief description of the item claimed. Advise them it is likely their health professional checked their eligibility for that service before sending the claim to Medicare.

If the customer:

• understands and has no further concerns, procedure ends here
• is concerned their information was accessed incorrectly, go to Step 5
• asks a follow-up question about their care plan history, go to Step 6

Advise the customer that entries on the Dates my care plan services were viewed screen appear when a health professional has checked their eligibility for a care plan. This does not necessarily mean they have a care plan in place or that they have paid for a care plan service.

If the customer:

• is concerned their information was accessed incorrectly, go to Step 5
• asks a follow-up question about their care plan history, go to Step 6

If the customer is concerned their information has been accessed inappropriately, they can report suspected fraud via the Services Australia website.

See the Resources page for a link.

Tell the customer they can view claims billed to their care plan:

• in their Medicare Online Account
• by selecting My care plans screen > My care plan history

See My care plan history in Medicare online account (MOA).