Failed Payments (GDES) for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-19042402

Program management update the Summary of Failed EFT Payments spreadsheet when notified of returned payments:

• Open the Summary of Failed EFT Payments spreadsheet at:
  INCENTIVESWORKFLOW > Calculation and Payments
• On the Failed PIP and WIPPS Payments tab add the following information:
• Column A – Program
• Column B – Payment Quarter
• Column C – Payment Run Number
• Column D – Practice ID
• Column E – Amount

Program management process is complete until payment details have been updated by a Service Officer, then see Step 4 in Table 2.

Service Officer

Open the Summary of Failed EFT Payments spreadsheet at:
INCENTIVESWORKFLOW > Calculation and Payments

Has new returned payment information been added?

• Yes, go to Step 3
• No, procedure ends here

Log on to these systems:

• PIP Online, or
• WIP - Practice Stream Online

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

Is the practice listed?

• Yes, select the practice hyperlink. Go to Step 5
• No,
• Check that the Practice ID has been keyed correctly
• If the practice ID is not valid, escalate to Local Peer Support (LPS) mailbox for investigation

• Select Payments from the Main menu
• Select Payment History from the drop down. The Payment History screen will show

Under PIP/WIP - Practice Stream payments:

• find the failed payment/s quarters as shown on the report
• the calculation quarter is the latest quarter before the date of payment failure indicated on the report

Does the Payment Status show as Rejected or Error?

• Yes, update the spreadsheet with the following:
• Column F – Practice Name
• Column G Operator Login ID. Go to Step 6
• No, issue has been resolved. Procedure ends here

Select Comments from the Main menu. The Comments screen will show.

Is there a failed payments comment?

• Yes,
• If further action or follow up is required, go to Step 7
• If no further action is required, procedure ends here
• No, go to Step 7

• Select Practice Details from the Main menu
• Select Payment Details from the drop down
• The Payment Details screen will show all updates to the practice bank details under Update History, starting from the most recent

Updated By will show who updated the details. Internal updates have a Service Officer P-number. HPOS updates have a 10-digit RA number.

Only changes made by a Service Officer can be checked against a form.

Check all associated documents carefully. The below forms can be used to update bank account details:

• Practice Incentives Change of practice details (IP005) form
• Practice Incentives Change of practice ownership (IP010) form

Does the Updated By column show a P number:

• Yes, check the bank account details were updated correctly
• select Associated Documents from the Main menu
• the Associated Documents screen will show
• locate the form used to update the bank details
• confirm the bank details on the Payment Details screen against the form
• If there is an error in the bank details, process the form correctly then go to Step 2 in Table 2
• If the bank details are correct, go to Step 8
• No, go to Step 8

Examine the reasons for the failed payment.

• Select Associated Documents from the Main menu. The Associated Documents screen will show
• Were there any practice updates rejected before the date of the failed payment?
  For example, a rejected Change of ownership form. For help see Search and view an associated document
• Check Comments
• the Comments screen will show
• check all of the comments for reasons for the failed payment/s. For help see the Search and view a comment

Was the reason for the failed payment/s identified:

• Yes, resolve the issue, then see Table 2
• No, or when further follow up is required go to Step 9

A practice participating in PIP and the WIP - Practice Stream may have failed payments for both programs.

Always check the Summary of Failed EFT Payments spreadsheet for failed WIP - Practice Stream payments for the same practice.

Is the practice a PIP consenting practice?

• Yes, make any required updates in PIP Online only
• No, make any required updates in both the PIP and WIP - Practice Stream Online systems

Payment details can only be discussed with an owner or authorised contact person. To find the practice contact details:

• select Practice Details from the Main menu
• select Contact Details from the drop down
• the Authorised Practice Contacts will show
• the practice Phone Number is under Update other details.

To find an owner's name:

• select Practice Details from the Main menu
• select Ownership Details from the drop down
• owners’ names are listed under Owners/Partners/Associates

Discuss the following:

• There is a failed payment in PIP and/or WIP - Practice Stream
• Ask if there have been changes to the practice details. For example:
• change to bank account details
• change of ownership
• a relocation
• an amalgamation
• Provide advice on how to update the changes either by completing the appropriate form or updating the details via HPOS. Offer to help them to do this
• If the practice is not PIP consenting and there are failed payments in both the:
• PIP, and
• WIP - Practice Stream, a separate form or HPOS update is needed for each practice ID number

If the owner or authorised contact person has/is:

• answered, go to Step 11
• unable to be contacted, go to Step 12
• unanswered, go to Step 13

Did the practice immediately update their bank account details through HPOS?

• Yes, update the Failed PIP and WIPPS Payments tab with:
• Column H – Date of first follow up
• Column I – Date of second follow up (if applicable)
• Column J – Comments
• Column K – Payments to be released
• Column L – Date bank details updated online
• Columns M to O – Correct bank account details
• No, go to Step 12

Add a comment in PIP and/or WIP - Practice Stream Online system.

Select Comments from the Main menu. The Comments screen will show.

Under Add new comment, enter:

• Area: Payment Details
• Reason: Other
• Comments: add the below details:
• the name of the authorised contact or owner
• relevant failed payment quarter/s
• the outcome of the phone call. This includes if a message has been left and/or follow up is required
• once the bank account details are updated, Summary of Failed EFT Payments spreadsheet must include the new details
• select Add Comment

Note:

• If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, add a comment in both the PIP and the WIP - Practice Stream Online systems
• Do not take any further action until:
• a call is returned, or
• the required documents are provided

When the documents are provided, update the Failed PIP and WIPPS Payments tab with the below:

• Column H – Date of first follow up
• Column I – Date of second follow up (if applicable)
• Column J – Comments
• Column K – Payments to be released
• Column L – Date bank details updated online
• Columns M to O – Correct bank account details

See Step 2 in Table 2

If the contact attempt/s are unanswered, the practice may have closed.

Check if 1 of the listed practice owners is listed as a current GP on the practice profile.

To check the practice owners:

• select Practice Details from the Main menu
• select Ownership Details from the drop down. The Ownership Details screen shows
• view the practice owners under Owners/Partners/Associates

To check the current GPs:

• select Practice Details from the Main menu
• select Associated GPs from the drop down
• the Associated GPs screen will show

Is one or more of the current GPs recorded as a practice owner?

• Yes, go to Step 14
• No, go to Step 15

Log on to the Provider Directory System (PDS)

From the Provider Directories menu:

• Select Provider
• Select View from the drop down. The Provider View screen will show
• Key the Provider Stem (first 6 digits) in the Provider Stem field
• Select Search. The Provider details screen will show

Under Contact, are alternative contact details available?

• Yes, repeat Steps 10-13 above. Use the alternative contact details
• No, go to Step 15

Add a comment in the PIP and/or WIP - Practice Stream Online system.

• Select Comments from the Main menu. The Comments screen will show

Under Add new comment enter the below details:

• Area: Payment Details
• Reason: Other
• Comments: key ‘Practice payment/s have failed and all attempts to contact the practice have been unsuccessful. No further follow-up can occur at this stage. Practice payments have been placed on hold to avoid incorrect or misdirected payments’
• Select Add Comment

If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, record a comment in both Online systems.

Place the practice payments on hold. Use the reason Other - See comments.

The ‘Other – See comments’ hold must be added to the PIP and the WIP – Practice Stream separately. The hold will not apply to both profiles even if the practice is PIP consenting.

Check the comment is showing in both the PIP and WIP – Practice Stream profiles.

Add a comment to the Summary of Failed EFT Payments spreadsheet that the practice payments are on hold and the practice could not be contacted.

See also: Payments for PIP and WIP-Practice Stream.

Procedure ends here.

The practice may have lodged a form that will resolve the failed payment. Assess and process the form to update the practice details.

See Related links for the relevant procedure.

Check if the practice’s payments are on hold:

• select Practice Details from the Main menu
• select Payment Details from the drop down. the Payment Details screen will show

If the payments are On Hold:

• Add a comment to the Summary of Failed EFT Payments spreadsheet
• Program Management will decide what action to take with the payment hold

Add a comment in the PIP and/or WIP – Practice Stream Online system.

Select Comments from the Main menu. The Comments screen will show.

Under Add new comment enter the following:

• Area: Payment Details
• Reason: Other
• Comments: include the following information
• Payment hold has been removed/not removed
• If not removed, why?
• If a request was made for the release of the failed payments, add the calculation quarters and the date the request was added to the spreadsheet
• Otherwise, note why the payment release was not requested
• Select Add Comment

If there are failed payments in both the PIP and the WIP - Practice Stream and the practice is not PIP consenting, record a comment in both Online systems.

See also: Associated documents and comments for PIP and WIP - Practice Stream.

Failed payments will be redirected by Program Management. Practices should receive redirected payment/s within approximately 2 weeks from the redirection date, unless payments are on hold or there are other issues.

Program management will update the below columns in the Failed EFT spreadsheet when payments are redirected.

• Column P – Date sent to Finance
• Column Q – Date payment released

Once the payment is successfully redirected the details are moved to the Redirected PIP and WIPPS payment tab in the spreadsheet.