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Update practice bank details in Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-11070010

This document outlines the process for when a practice updates bank account details.

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Assess the IP005 form - bank account details

Update the practice bank account details

Assess the IP005 form - bank account details

Table 1

Step	Action
1	Log into systems and check practice details + Read more ... Log on to these systems: PIP Online, and/or WIP – Practice Stream Online Assess the practice details on the form. The practice must provide their: Practice ID at Question 2 or 3 Practice name at Question 4 Full practice address at Question 5 Notification Type at Question 8 Question 8 is optional if the bank account details are complete or if the change to practice details is clear. If the practice wants a standalone change and is also changing bank account details, see Related links on the Background page for other procedures If the above practice details are missing, check the form version and the rest of the form for incomplete questions, then go to Step 12. The practice does not need to provide these details: Program notification at Question 1 Practice phone number, at Question 7 Postal address at Question 8
2	Search for the practice + Read more ... Search for the practice in PIP Online or WIP – Practice Stream Online. On the Practice Search screen: Key the Practice ID Select Search. The Search Results will show If no Search Results show, the practice ID is incorrect. Check the form version and the rest of the form for incomplete questions only, then go to Step 13. Check if the practice name and address on the practice profile match the details on the form. An address variance may be accepted. If the details: match, go to Step 3 do not match, check the company or trading name: Select the Practice ID. The Practice Summary screen will show Select Practice Details from the Main menu Select Ownership Details from the dropdown. The Ownership Details screen will show Do these details match the details on the form? Yes, go to Step 3 No, check the form version and the rest of the form for incomplete questions only, then go to Step 13
3	Practice status and form version + Read more ... On the Practice Search screen, check the Search Results Status Check the form version number on the bottom left corner of the form. Check if this is acceptable in the Practice Incentives forms list Does the status show as Approved and is the form version acceptable? Yes, go to Step 4 No, go to Step 13
4	Check relocation + Read more ... Is the relocation section completed? Yes, assess and process the relocation, then go to Step 5 No, go to Step 5
5	Check amalgamation + Read more ... Is the amalgamation section completed? Yes, assess and process the amalgamation, then go to Step 6 No, go to Step 6
6	Bank account details + Read more ... Check the below details are complete: BSB number (mandatory) Account number (mandatory) Account name (mandatory) Is the banking details section been completed? Yes, go to Step 7 No, check the rest of the form to see if any other details are needed, then go to Step 13
7	Check Authorised contacts + Read more ... Has the practice indicated changes to the authorised practice contacts? Yes, assess and process the changes, then go to Step 8 No, go to Step 8
8	Ceasing general practitioners + Read more ... Has the practice provided details of general practitioners or nurse practitioners who have left the practice? Yes, assess and process the changes, then go to Step 9 No, go to Step 9
9	WIP – Practice Stream health professional details + Read more ... Has the practice provided changes to the eligible health professionals at the practice? Yes, assess and process the changes, then go to Step 10 No, go to Step 10 Note: the IP005 can only be used to update health professional details for previous quarters. The practice must use the quarterly confirmation statement (QCS) for changes in the current quarter.
10	Check the declaration + Read more ... Check the declaration details on the form at Question 35. There must be: the signature of a registered owner, or an authorised contact their full name, and the declaration date Notes: do not check registered owner details if the practice ID is missing, incorrect or the practice can not be identified the signature of an authorised contact is only acceptable for: change of bank details ceasing general practitioners or nurse practitioners, or updating WIP – Practice Stream health professional details electronic signature is acceptable Are the declaration details complete? Yes, go to Step 11 No, go to Step 13
11	Contact the Practice + Read more ... Phone the practice using the contact number on the profile Confirm the practice owner or Authorised Contact Person’s (ACP) identity. See the Telephone security checks table for details Record the date and time of the calls and all other relevant details as a processing note in PaNDA. This includes details of unsuccessful call attempts Has the ACP’s identity been confirmed? Yes, go to Step 12 No, or an ACP could not be contacted, go to Step 13 Note: Services Officers must make 2 genuine attempts to contact the practice by phone. There must be a minimum of 30 minutes between calls. The PaNDA work item must be pended ‘Dept of Health’ while waiting to confirm the request.
12	Confirm the banking details update + Read more ... Did the practice request their banking details be updated? Yes, see Table 2 No, end the call and Report suspected fraud and corruption. Go to Step 13
13	Return the form to the practice + Read more ... If more information is needed, or staff cannot verbally confirm the request to register/update the banking details: Check if the Practice ID is missing, incorrect of the practice can not be identified. If none of these apply, place the payments on hold. See Table 2 in Payments for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information Use the Request for more information for the PIP and the WIP – Practice Stream (Z1736) letter if the practice address does not match or the practice cannot be identified, use the address on the IP005. If no contact name, use ‘Practice Manager’ if the contact could not confirm the request, address the letter to the practice owner/s include all missing or additional information needed in the letter only attach what is relevant for the practice Merge the letter and the IP005 into a single PDF Upload the letter and IP005 to the practice profile. Upload the documents to PaNDA only if the practice can not be identified Finalise the Work Item as Complete, Request rejected in PaNDA See Forms and Letters for PIP and WIP – Practice Stream letter checking process If the practice is not a PIP consenting practice, upload the letter to both profiles. See also Associated documents and comments for PIP and WIP – Practice Stream.
14	Add comment + Read more ... Add a comment to the practice profile to confirm action taken. This will be either noting the request has been confirmed by the practice or the form is being returned to the practice. If also state if payments are on hold. Select Comments from the Main menu. The Comments screen will show. Under Add new comment, select/key the below details: Area: Practice Updates Reason: Other Comments: Change of practice details – more information required to update practice bank account details, payments placed on hold. 'See PaNDA work item XXXXXXXXXX, work type [PaNDA work type] for details of phone contact DD/MM/YYYY', or Change of practice details – request to update bank details was confirmed DD/MM/YYYY by [contact name]. DD/MM/YYYY Select Add Comment If the practice is not a PIP consenting practice, repeat this step in WIP – Practice Stream Online.
15	Finalise the work item in PaNDA + Read more ... Check the phone call details are recorded as a processing note Check the PaNDA work type classification and update if not correct Finalise the work item as: Complete Request rejected in PaNDA Process ends here.

Update the practice bank account details

Table 2

Step	Action
1	Log into systems + Read more ... Log on to these systems: PIP Online (if updating PIP or are a PIP consenting practice), or WIP – Practice Stream Online (only a WIP – Practice Stream practice or not a PIP consenting practice)
2	Search for the practice + Read more ... Search for the practice in PIP Online or WIP – Practice Stream Online. On the Practice Search screen: Key the Practice ID Select Search. The Search Results will show Select the practice ID hyperlink The Practice summary screen will show
3	Contact details + Read more ... Select Practice Details from the Main menu Select Contact Details from the dropdown. The Contact Details screen will show Check the phone number and postal address on the form match what is on the practice detail screen. If the phone number needs updating: Under Update other details, key the details Select Update Other Details If the postal address needs updating: Under Update Postal Address, key the address Select Update Postal Address
4	PIP bank details + Read more ... Update the practice bank account details in PIP Online. Select Practice Details from the Main menu Select Payment Details from the dropdown. The Payment Details screen will show Under Update Payments Details: Key the below details: Type – select PIP for PIP or Regular for WIP – Practice Stream BSB Account Number Account Name Re-enter BSB (WIP – Practice Stream only) Re-enter Account Number (WIP – Practice Stream only) Select Update Payment Details Is the practice a PIP consenting practice? Yes, go to Step 5 No, Repeat this step in WIP – Practice Stream Online if the practice is registered for WIP – Practice Stream Escalate to Local Peer Support (LPS) via PaNDA for approval of the WIP – Practice Stream bank account details if needed Go to Step 6 Bank details Bank details can be updated once per day. If a keying error has occurred, the bank details can be amended the following day. Do not update bank account details during a calculation month. If the bank details need updating and it is during a calculation month: Pend the work item until the first day of the month after the calculation month Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month
5	WIP – Practice Stream bank account details + Read more ... If the practice is PIP consenting, the PIP bank account details should automatically update. Open WIP – Practice Stream Online and on the Practice Search screen: Key the Practice ID Select Search. The Search Results will show Select the Practice ID hyperlink Under Update History, Regular Accounts does the latest record match the details on the form: Yes, go to Step 6 No, under Update Payment Details: Select Yes to Continue using PIP bank details? Select Update Payment Details Do not update bank account details during a calculation month. If the bank details need updating and it is during a calculation month: Pend the work item until the first day of the month after the calculation month Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month
6	Check the payment status + Read more ... Check if the practice's payments are on hold: Select Practice Details from the Main menu Select Payment Details from the dropdown. The Payment Details screen will show Check the Status of the PIP and/or WIP – Practice Stream payments. If the status is On Hold and: the reason is Other – see comments, view the comments to confirm if the payments are on hold awaiting for new bank account details. If Yes, remove the payment hold: Select Allowed Select Update Status the reason is for something else, escalate to LPS via PaNDA Do not remove payment holds during a calculation month. If a payment hold can be removed and it is during a calculation month: Pend the work item until the first day of the month after the calculation month Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after calculation month
7	Check held and failed payments + Read more ... Check for any held or failed payments: Select Payments from the Main menu Select Payment History from dropdown. The Payment History screen will show Check the Payment Status If any payment shows: Rejected or error, redirect the payment Held, see if the payment can be released. If it can: Escalate to LPS via PaNDA Request the release of payments Do not remove payment holds during a calculation month. If a payment hold can be removed and it is during a calculation month: Pend the work item until the first day of the month after the calculation month Add a note in PaNDA. State that the work item has been assessed but cannot be actioned until after the calculation month
8	Add comment + Read more ... Select Comments from the Main menu. The Comments screen will show. Add a comment to the practice profile to confirm: the update to the practice bank details, and the release of payments (if applicable) Under Add new comment: Select/key the below details: Area: Payment Details Reason: Other Comments: Change of Practice details - bank account details update. ' See PaNDA ID XXXXXXXXXX, Work type [PaNDA work type] for details of call confirming update request. <Requested release of held/failed payments.><PIP/WIP – Practice Stream hold removed P##### DD/MM/YYYY' Select Add Comment
9	PIP consenting practice + Read more ... Is the practice a PIP consenting practice? If the practice is not PIP consenting and has not provided a separate WIP – Practice Stream practice ID, do not make updates in WIP – Practice Stream Online. Yes, go to Step 10 No, log on to WIP – Practice Stream Online and repeat: Steps 1-3 Steps 6-8 Go to Step 10
10	Multiple IP005 form changes + Read more ... Is the practice notifying of other changes to practice details: Yes, assess and process the relevant changes below: a change of authorised contact person/s (Question 34) ceasing a general practitioner or nurse practitioner (Question 35) go to Step 11 No, go to Step 11
11	Upload documents and finalise the work item + Read more ... Upload the IP005 form to the practice profile Check the PaNDA work type classification All forms with a change of bank details must be classified in PaNDA as Change of Details – Bank Account PIP/WIPPS In the Fax No. field add the code for the main notification type for example, RELOC. See Managing PaNDA work items for Incentives Programs for escalation codes If the practice is not a PIP consenting practice, upload the form to both profiles.