General Practitioner Aged Care Access Incentive (GP ACAI) for Practice Incentives Program (PIP) 012-10150000

If the enquiry or duplicate payment request is:

• verbal, tell the caller:
• the incentive has ceased
• the final payment calculated was August 2024
• any payments that were not release by May 2025 were forfeited
• go to Step 2
• in writing, go to Step 7

Payment enquiries and requests for a duplicate payment summary:

• must come from the GP who provided the services
• must not be accepted from any other persons

Ask the caller if they are the GP who provided the services.

Is the caller the GP who provided the services?

• Yes:
• Complete a security check. See Perform telephone security check for Medicare health professionals
• For payment enquires, go to Step 4
• For duplicate payment summary, go to Step 3
• No, tell the caller:
• no information can be given
• the request must be made by the GP who provided the services
• procedure ends here

Do not accept requests for payments more than 7 years before the date of request.

If the request includes payments that are both greater than 7 years and less than 7 years from the date of request, duplicate payment summaries will be issued for the eligible payments only.

Is the provider requesting a duplicate payment summary for a payment less than 7 years from the date of request?

• Yes, go to step 4
• No, tell the caller requests for duplicate payment summaries cannot be provided for payments more than 7 years before the date of request. Procedure ends here

Open the enquiry template saved in the shared drive: INCENTIVESWORKFLOW>Email Templates>GP ACAI enquiry request.

The following information must be included in the template:

• The GP's:
• provider number
• full name
• postal address
  Note: for privacy and security reasons, a duplicate payment summary cannot be sent through unsecured email. It will be sent through post
• A security check was performed and the GPs identity was confirmed

For a payment enquiry, go to Step 5

For a duplicate payment summary go to Step 6

Complete the details of the enquiry.

• Upload the completed template to PaNDA
• Add the escalation code SIP ENQ
• Unassign the work item to LPS work type

For Service Officers, procedure ends here.

For Local Peer Support, go to Step 12.

Add the Financial year/s for the duplicate payment summary to the enquiry template.

• Upload the completed template to PaNDA
• Add the escalation code SIP DUP
• Unassign the work item to LPS work type

For Service Officers, procedure ends here.

For Local Peer Support, go to Step 12.

Written payment enquires or requests for a duplicate payment summary will be allocated to staff in PaNDA.

Written requests must include the GPs:

• full name
• provider number
• contact details, including postal address
• for a payment enquiry - the details of the enquiry
• for a duplicate payment advice - financial year or payment quarters needed

Does the request include all the mandatory information?

• Yes, and the request is:
• payment enquiry, go to Step 9
• duplicate payment summary, go to Step 8
• No, go to Step 11

Do not accept requests for payments more than 7 years before the date of request.

If the request includes payments that are both greater than 7 years and less than 7 years from the date of request, duplicate payment summaries will be issued for the eligible payments only.

Does request include a payment less than 7 years from the date of request?

• Yes, go to Step 9
• No, go to Step 11

The GP details in the written request must match the details in the Provider Directory System (PDS) before any further action is taken.

To check the GP details:

• Log onto the PDS
• Select Provider
• Select View
• Key Provider Stem (first 6 digits) in the Search ID field
• Select Provider Stem from the ID Type dropdown
• Select Search

Do the GP details in the written request match the details in PDS?
Note: the postal address does not need to match the PDS preferred mailing address

• Yes, go to Step 10
• No, go to Step 11

Written requests and enquiries are escalated to LPS. LPS will then escalate to Program Management.

Before escalating to LPS, complete the following:

• Confirm the mandatory information has been given
• Check the provider number is recorded in the Practice ID field on the PaNDA work item
• Add an escalation code in the Practice name field
• For a payment enquiry, add SIP ENQ
• For a duplicate payment summary, add SIP DUP
• Add a processing note to the PaNDA work item confirming the mandatory information has been given and the GP details have been checked. Include any other information relevant to the request
• Unassign the work item
• Recategorise to:
• Work type program: Incentives
• Work type: INC_PSO_Escalation

Once all of the above have been complete, escalate the written request or enquiries to LPS.

For Service Officers, procedure end here.

For Local Peer Support, go to Step 12.

Request a free text letter to return the correspondence to the GPs requested mailing address.

• Add a processing note to the PaNDA work item, include details of the additional information that is needed
• Add the free text letter code to the Practice name field
• Re-assign the work item to INC_NO_POLICY

Procedure ends here.

LPS only.

Review the request to make sure mandatory information has been given.

If the request is:

• incomplete, return the request to the Service Officer with the action that is needed
• complete, escalate to Program Management through usual escalation process

Program Management will respond directly to the GP.

Procedure ends here.