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Name change request summary

Table 1: this table summarises the name change approval process. Service Officers can use this table to identify whether to approve or reject a request.

If Service Officers cannot locate the care recipient in Customer First, they can continue to process the request.

Change request

New or correction reclaim

Approve/Reject

Add to template

Amend ACSP to match Customer First (add Note)

No Match

New

Reject

Yes

No

No Match

Correction

Reject

Yes

No

Match

New

Approve

No

No

Match

Correction

Approve

No

No

Minor

New

Approve

Yes

Yes

Minor

Correction

Approve

No

No

Major

New

Approve

Yes

Yes

Major

Correction

Reject

Yes

No

Deceased

New

Approve

No

No

Deceased

Correction

Approve

No

No

Historical process - Update a care recipient record

Table 2: personal details including care assessment and identification numbers automatically update from data exchanged between systems. Staff must direct all requests to manually update personal details in the ACMPS and ACSP, to the Aged Care Programs Branch for action.

Step

Action

1

Update a care recipient's profile in ACMPS

For Seniors and Ageing Branch staff only.

To update a care recipient's profile in ACMPS:

  • Log on to ACMPS
  • On the Home screen, select Care Recipient Search option from the top menu. The Search: Care Recipient screen will show
  • Key the care recipient's personal details in the relevant fields
  • Select Search. The search results will show
  • Select the relevant care recipient. The Care Recipient Profile screen will show
  • Select Care Recipient Details tab
  • Select the Edit option
  • Key the required updates
  • Select Save

Advise the requestor that updates to the care recipient's profile are complete.

Historical process - Searching and actioning various eACCR statuses in ACMPS

Table 3: this table describes how Service Officers search for and process various electronic Aged Care Client Record (eACCR) statuses in ACMPS. Limited user access exists to perform specific sections of the following procedure.

Step

Action

1

Search eACCRs with a specific status

Note: a care assessment search can also be done via the ACSP, see Table 1 in Aged care care assessments and approvals.

  • Log on to ACMPS
  • On the ACMPS Home screen, select Claim & ACCR from the left hand side menu
  • The Claim & ACCR Search screen will show
  • Select ACCR Search. The ACCR Search screen will show

To approve the:

  • change in Name, go to Step 2
  • change to Part 6 Name Change approval, go to Step 3

2

Approving a name change

To search for the care recipient, key the fields with the following details.

  • Log on to ACMPS
  • On the ACMPS Home screen, select Claim & ACCR from the left hand side menu. The Claim & ACCR Search screen will show
  • Select ACCR Search. The ACCR Search screen will show
  • Set the Status field as 'Name Change Approval (ACCR status)'
  • Set the Request Category field as either 'Aged Care Client Record (eACCR/ACCR)', 'Aged Care Client Record (eACCR/ACCR) Old' or 'Aged care Client Record/NSAF - IC'
  • Select Search
  • Select the required assessment Name Change Approval - SO tab to process

Can the changes be approved?

  • Yes, select Approve and Save
  • No, reject by selecting Reject and Save

Procedure ends here.

3

Part 6 Name Change approval

Note: for Subject Matter Experts (SME) and Team Leaders only.

Key the fields with the following details to search the care recipient.

  • Log on to ACMPS
  • On the ACMPS Home screen, select Claim & ACCR from the left hand side menu. The Claim & ACCR Search screen will show
  • Select ACCR Search. The ACCR Search screen will show
  • Set the Status field value as 'Part 6 change approval - DoHA (ACCR status)'
  • Set the Request category field value as 'Aged Care Client Record ('eACCR/ACCR), 'Aged Care Client Record (eACCR/ACCR) Old' or 'Aged care Client Record/NSAF - IC'
  • Select Search
  • Select the required assessment 'Part-6/Reversal Approval - DoHA' tab to process

Can the changes be approved?

  • Yes, select Approve and Save
  • No, reject by selecting Reject and Save

Historical process - approve name changes in ACMPS

Table 4: this table describes how Service Officers can update a care recipient's name in ACMPS after a care assessment transmission has been received from the My Aged Care Gateway.

Step

Action

1

Assessing name change request

Staff are allocated work in Work Optimiser - Health. For more details, see Work Optimiser for staff:

  • To retrieve work from Work Optimiser - Health, select:
    • Ready
    • Open in Aged Care Staff Portal
  • The Name Change Approval screen will show current and updated care recipient details:
    • ID
    • Given name
    • Middle name
    • Family name
    • Date of Birth
    • Gender
    • Language
    • Street line 1
    • Street line 2
    • City
    • Postcode
    • State
    • Country
    • Social application ID hyperlink
  • Copy the Social Application ID to verify details in ACMPS

Go to Step 2.

2

Searching and viewing ACMPS for name change approval

  • Log on to ACMPS
  • On the ACMPS Home screen, select Claim & ACCR Search - the Claim & ACCR Search screen will show
  • Paste the Social Application ID in the Social Application ID field
  • Select Search - the results list will show
  • Select the Social Application ID hyperlink - the Aged Care Client Record screen will show
  • Select the Name Change Approval - SO tab - the name change request shows
  • Compare the original details to the requested changed details
  • Leave this screen open to refer to later
  • Open another ACMPS tab to review care recipient details
  • Search for the care recipient to determine if the request belongs to the same care recipient

Go to Step 3.

3

Reviewing customer details

To confirm the name change request belongs to the same care recipient, Service Officers must review the care recipient details in:

  • ACMPS, and
  • Customer First

The care recipients name, date of birth and address are reviewed in both programs.

Customer First is the source of truth. If a care recipient has received Australian Government assistance from Centrelink, they would have had their identity verified.

Review details in ACMPS:

  • Log onto another ACMPS
  • Select Care Recipient Search
  • Key the care recipient details - the Care Recipient Profile screen will show
  • Review these details to determine if it is the same care recipient:
    • Full name
    • Date of birth
    • Address
    • Change History tab

Review details in Customer First:

  • Open Customer First
  • On the Home page, search for the customer:
    • Key 'IN' in the Next field - the care recipient details will show
  • Key 'CPDS' in the Next field to view the care recipient's legal name - the care recipient's legal name will show
  • Key 'ADH' in the Next field to view the care recipients address - the care recipient's address displays

Note: if a name change is incorrectly accepted, the Care Recipient Details screen automatically updates with the new care recipient details. Checking the Change History tab will identify any earlier changes incorrectly accepted.

Does the name request belong to the same care recipient?

4

Reviewing the name change request

Service Officers must review the name change to determine if this needs a major or minor update.

For major and minor variations, see Minor or major variations in name in Change legal name on Medicare record.

Care recipient updates can include corrections to:

  • First name
  • Middle name
  • Family name
  • Email address
  • Telephone number
  • Marital status
  • Date of birth
  • Date of death
  • Gender
  • Country of origin
  • Language
  • Address

Has the care recipient died since the name change was requested?

  • Yes, approve name change request
    • Go to the Name Change Approval screen
    • Select Approve - the transaction saved message will show
    • Status changes to Approved - the requested changes will show in ACMPS
    • Procedure ends here
  • No, go to Step 5

5

Checking the ACCR details

Service Officers must review the ACCR form to determine if it is a new reclaim or a correction reclaim.

A care recipient may have multiple ACCR forms on their profile:

  • A new reclaim is labelled as Version 1
  • If a correction reclaim has been submitted it will have a different version number. The numbers increase with each correction submitted

New reclaims or Version 1 are processed differently.

Note: when first selecting the ACCR tab, the ACCR form with latest proposed changes will show.

To view earlier versions of the form, select the Versions tab from the dropdown menu.

Is the request a new reclaim or Version 1?

6

Reviewing a new reclaim request

A new reclaim (Version 1) request is payment affecting, incorrectly rejecting may affect the care recipient's assessment.

Do the care recipient details 100% match to the name change request?

  • Yes, approve the name change request:
    • Select Approve - the transaction saved message will show
    • Status changes to Approved - the requested changes will show in ACMPS
    • Procedure ends here
  • No, go to Step 7

7

Minor change request for a new reclaim

Is the name change request for minor changes to the care recipient profile?

  • Yes, approve the name change request:
    • Select Approve - the transaction saved message will show
    • Status changes to Approved - the requested changes will show in ACMPS
    • Service Officers must amend changes in ACMPS to match Customer First
    • On the Care Recipient Details screen:
      Select Edit
      Amend details to match Customer First
      Select Save
      Add care recipient Note to advise of the update
      Updated name to match CF - First name from xxx to xxx
      Updated name to match CF - middle name from xxx to xxx
  • No, it is a major change, go to Step 8

8

Major change request for a new reclaim

A major change request must come from the care recipient. To make sure the care recipient assessment is not affected, the name change request for Version 1 is approved and the care recipient details are updated in ACMPS to match Customer First.

If a preferred name is listed on the name change request and can be viewed in Customer First as a preferred name, the name change request is approved and the care recipient details are updated in ACMPS to match Customer First.

Approve name change request:

  • Go to the Name Change Approval screen
  • Select Approve - the transaction saved message will show
  • Status changes to approved, the requested changes will show in ACMPS

Service Officers must amend changes in ACMPS to match Customer First:

  • On the Care Recipient Details screen
  • Select Edit
  • Amend details to match Customer First
  • Select Save
  • Add care recipient Note to advise of the update:
    • Updated name to match CF - First name from xxx to xxx
    • Updated name to match CF - middle name from xxx to xxx

Procedure ends here.

9

Reviewing a correction reclaim request

A correction reclaim request displays a version number higher than 0000000001.

Do the care recipient details match 100% to the name change request?

  • Yes, approve the name change request
    • Select Approve - the transaction saved message will show
    • Status changes to Approved - the requested changes will show in ACMPS
    • Procedure ends here
  • No, go to Step 10

10

Minor change request for a correction reclaim

Is the name change request for minor changes to the care recipient profile?

  • Yes, approve the name change request:
    • Select Approve - the transaction saved message will show
    • Status changes to Approved, the requested changes will show in ACMPS
    • Procedure ends here
  • No, major change requests are rejected, go to Step 11

11

Rejecting a care recipient name change request

If the name change request displays a different care recipient's details, it could mean the Department of Health and Aged Care (DoHAC) have an intertwined record.

Service Officers must reject correction reclaim requests for major changes. If a correction reclaim request shows a different name than recorded in Customer First, reject the request.

Services Australia notifies DoHAC of any rejected requests.

To reject the name change request:

  • Select Reject - the transaction saved message will show
  • Status changes to Rejected

Operations team - Tier 3 SharePoint Escalation Form

Operations team - Tier 3 SharePoint Escalation Form

Aged Care Programs - Operations team Escalation Form

  • Note:

  • Service Officers must provide a valid reason for the resource request in the Permission field
The access request will be rejected if details of the work role are not provided