Skip to navigation Skip to content

Medicare online account - Care plan search history screen 133-20021940

This document outlines how to help customers use the Care plan search history screen.

On this page:

Manage enquiries about Care plan search history screen

Check Medicare claims history

Manage enquiries about Care plan search history screen

Table 1

Step

Action

1

Explain screen information to customer + Read more ...

Advise the customer:

the Care plan search history 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.

2

Questions for customer about screen entries + Read more ...

Questions may help the customer understand entries on their Care plan search history screen.

Are there entries on the screen?

Yes, check with the customer if they saw a doctor near the date/s listed on the screen

If they did, it may be the doctor was checking their eligibility for care plan items for those dates. The customer can check this with their doctor's office. Procedure ends here
If they did not see a doctor, 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

Check Medicare claims history

Table 2: process for helping a customer understand entries in their Care plan search history screen. This should only be done after completing the process in Table 1.

Step	Action
1	Complete public security check + Read more ... 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
2	Check for plan items on the patient's history + Read more ... 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 Care plan search history screen? Yes, go to Step 3 No, go to Step 4
3	Provide customer information about items claimed + Read more ... Provide the customer a brief description of the item claimed. Advise them it is likely their doctor checked their eligibility for that service before sending the claim to Medicare. If the customer understands and has no further concerns, procedure ends here If the customer is concerned their information was accessed incorrectly, go to Step 5
4	Explain care plan history to customer + Read more ... Advise the customer that entries on the Care plan search history 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.
5	Customer concerned about inappropriate access + Read more ... 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.