Managing PaNDA work items for Incentive Programs 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 including the correct program type is selected for Incentives work items
• identification code for work items that is in a group work type category
• 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.

PaNDA search functionality uses work type and Case ID to call up work items.

If these are not recorded correctly, Incentives work items cannot be located using PaNDA search tools.

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
• 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

See:

• Work Optimiser for Staff 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

Incentives programs use the PaNDA pend function for work that cannot be finalised immediately. Reasons for pending work include:

• Waiting for a customer call-back
• Holding work types for training purposes

The pend function is not used for the following:

• free text letter (FTL) requests
• work items escalated for further advice
• requests for duplicate GP Aged Care Access Incentive payment advices

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)
• Work types that cannot be processed during a payment calculation months
• 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
• Practice location amendments
• 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 and letters for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream.

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

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

Once scanned, paper mail is batched with a header sheet, recording the date scanned and date of destruction. Scanned paper mail is stored in the Incentives compactus for 70 days after the date of lodgement, then is destroyed under Records Management Unit protocols.

See Storing Documents for more information on record management protocols.

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, 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) that is registered on the PIP and/or WIP-PS practice profile. The person must pass a security check. For more information see Enquiry Management in PIP and WIP – Practice Stream.

The Resources page contains a list of which details can be obtained verbally. If unsure that verbal confirmation/clarification is acceptable send a letter.

There are a number of retired Incentives PaNDA work types. The work types remain searchable by staff in PaNDA as they are still ‘active’ in KOFAX. These work types are regularly checked, and incorrectly classified documents are recategorised to the correct work type.

Staff locating work items classified to a retired work type must recategorise the work item to the correct work type. The Resources page contains a list for the active and retired PaNDA work types.

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