Managing PaNDA work items for the Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-23042007

There are a number of PaNDA functions specific to the Practice Incentives Program (PIP) and the Workforce Incentive Program (WIP) - Practice Stream. These functions are used to search for and identify Incentives work items and their status.

Incentives specific functions include:

• Work Item ID and Case ID
• Completing a Work item
• Pending work items
• Processing notes
• Future-dated work
• Proficiency raised work

When processing Incentives work items in PaNDA, staff must add or update the required information. Staff must ensure the correct:

• naming conventions are used when escalating work items or requesting free text letters (FTL)
• work type classification is selected
• identification code for work items in a group work type category is used
• work item ID is recorded in the Case ID field
• practice ID is recorded in the Practice ID field. If there is no practice ID, key the practice name

When ‘completing’ a work item in PaNDA, secondary completion options are available. If the work item is not being updated, the correct additional completion reason must be selected:

• Already Completed for duplicate work items
• Request Rejected for rejected work items

Note: work type classification cannot be changed once the work item has been marked Complete.

See Resources page for PaNDA Escalation codes.

PIP and WIP-Practice Stream customers can submit forms and documents using HPOS Form Upload. Forms and documents uploaded via HPOS Form Upload go directly into PaNDA.

Customers using HPOS Form Upload can add text to the form upload screen. Text entered on the form upload screen does not get copied to the PaNDA work item.

All PaNDA work items now have an ‘Open in HPOS’ link in the top right-hand corner of the Work Item and Document Details screen. Selecting the link will open the HPOS form upload mail centre.

Additional text on the HPOS form upload screen that may be relevant to the practice notification must be recorded as a processing note on the PaNDA work item. See Table 2 on the Process page for information on identifying documents uploaded via HPOS form upload.

The PaNDA Search tile allows multiple search options.

Staff can perform searches using:

• Work Item ID (case ID)
• External reference ID (Practice ID)
• Secondary reference ID
• Work type
• Status

See Processing and National Demand Allocation (PaNDA) for more details about PaNDA search functions.

Incentives Programs use PaNDA processing notes to add additional information or comments to a work item. Staff use processing notes to:

• record details verified by phone:
• relevant information must be added as a comment on the practice profile as well
• request a free text letter (FTL)
• notify a work item has been escalated for further advice
• identify a work item has been sent for delegation
• record information that needs to be kept with the work item, for example, linked PaNDA items
• identify a duplicate work item
• identify work that requires quality control outside of normal QC processes
• identify work requiring quality assurance while staff are in training consolidation
• record information related to returned mail for the Incentive Programs
• record messages from the HPOS Form Upload mail centre

See:

• Processing and National Demand Allocation (PaNDA) for information on adding processing notes
• Associated documents and comments for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for information on adding comments to the practice profile

Staff must only use the PaNDA pend function for the following:

• Waiting for a customer call-back
• Holding work types for training purposes
• Holding work that cannot be finalised immediately

Service Officers must add a processing note explaining why the work item is pended whenever the pend function is used. This is regardless of how long the item is expected to be in pend.

Do not use the pend function for the following:

• free text letter (FTL) requests
• escalated work items

See:

• Forms and letters for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information on requesting a FTL
• the Process page for the steps to escalate a processing enquiry

Some work items cannot be processed until a future date. Examples include:

• Forms received prior to the start date for a practitioner or practice. For example, Individual GP/NP or HP details forms (IP003)
• notifications of future practice changes
• Work types that cannot be processed during a payment calculation month
• Calculation months are February, May, August and November

Do not process the following work types during a calculation month:

• Adding or removing payment holds
• Changes to bank details
• Change of practice ownership
• Practice relocation
• Practice amalgamation
• Additional practice branches
• Practice closure or withdrawal

Staff must assess all work items before pending as Future Date. If information is missing, staff must request the required additional information and reject the work item.

For more information, see:

• Forms for PIP and WIP - Practice Stream
• Letters for PIP and WIP - Practice Stream

For information on IP003 forms with future start dates, see Practitioners in PIP and WIP - Practice Stream.

Some PIP and WIP – Practice Stream work types have a 100 percent quality check requirement for certain updates and changes. The ‘send for delegation’ option in PaNDA is used to allocate these work items to an appropriately skilled Service Officer.

Once the information has been quality checked, the work item is returned to the original Service Officer for finalisation.

Impacted work types:

• New applications for the PIP and WIP – Practice Stream
• Change of practice banking details
• Change of ownership, relocation or amalgamation which includes a change of banking details

Operational Blueprint has more information on quality checking requirements and when to use the send for delegation function for the different work types.

See Table 4 in Processing and National Demand Allocation (PaNDA) for information on how to use the send for delegation function in PaNDA,

There are 2 Practice Incentives forms which are used for multiple notifications. These forms are:

• Practice Incentives Change of practice details form (IP005)
• Practice Incentives Individual general practitioner or nurse practitioner details form (IP003)

Service Officers may be allocated one of these forms with an update the Service Officer is not trained in. This is due to PaNDA skill tag requirements.

Service Officers allocated a work type that they are untrained in should use the Proficiency Raised option in PaNDA to send the work item to an appropriately trained Service Officer. See Table 3 on the Process page for steps on raising proficiency for a PaNDA work item.

All physical mail, including Return to Sender, is scanned and uploaded to PaNDA. This registers the item in the workload management system and creates a work item for action.

Scanning of Incentives physical mail is managed by the mail scanning team. The scanned mail is sent to Kofax for the work to be uploaded to PaNDA for processing.

PaNDA work type Other Programs (INC_OTHER_PROGRAMS) is used by the KOFAX classification team when the correct work type cannot be determined.

Work items with this classification will be allocated to staff via the PaNDA Quick Ready function.

Staff allocated these work items must:

• review the documents to determine the correct work type
• re-categorise the work item to the correct work type classification
• unassign the work item

If a non-PIP or WIP -Practice Stream work item is received, staff should try to reclassify to the correct program type.

If the correct program area cannot be determined, escalate to Local Peer Support (LPS), For how to do this, see Table 5 on the Process page. LPS will use the LPS MS Teams chat to try and find the correct classification.

Since 2023, PIP and WIP – Practice Stream Program Management have been simplifying and streamlining the available PaNDA work types for Incentives. Work items no longer required have been retired and removed from use.

Work items in retired work types remain visible in PaNDA for a short period of time after the work type is retired. This is to ensure work is being correctly classified in KOFAX.

The Resources page contains a list of active PaNDA work types.

See Work Optimiser for Staff for information on recategorising work items in PaNDA.

Staff can obtain information verbally if it does not impact on practice eligibility or the recorded practice details. If staff identify changes to the registered practice details when confirming information, they must send a letter to the practice. The letter must outline the forms & documents needed to update the practice profile.

Staff must speak to an owner or authorised contact person (depending on the information) who is registered on the PIP and/or WIP-Practice Stream practice profile. The person must pass a security check. For more information see Enquiry Management in PIP and WIP - Practice Stream.

See Forms in PIP and WIP – Practice Stream for details about what can be obtained verbally. If unsure that verbal confirmation/clarification is acceptable send a letter.