Australian Organ Donor Register (AODR) quality checking in QST 111-21071442

Entitlement Type

Description

Type 1: Donor Only Entitlements - Subject to AODR quality check

Not linked to a Consumer ID

AODR staff cannot manually create a Donor Only Entitlement in CDMS.

Registrations can be either Intent or Consent.

Sits in 'Donor Only Entitlement' section of CDMS

Sourced from either:

• online registration process (internet)
• registrations are Intent
• system generates a confirmation letter
• letter returned and registration updated to Consent
• data transfer
• information uploaded from the Road Transport Authority (data transfer)
• system generates a confirmation letter
• letter returned and registration is updated to Consent

Type 2: AODR Entitlement without a Medicare Number - Subject to AODR quality check

A new Consumer ID must be created as the Medicare number was not provided and the permission to ‘search box’ was not ticked on registration form.

Registrations can be either Intent or Consent

All new registration forms are Consent (over 18 years). If an old form version (that states Intent) is completed, the registration is Intent until the system generated confirmation letter is completed and returned by the registrant.

Note: when searching, the Service Officer may notice that there is an existing Consumer ID with an association to a current Medicare card. This consumer ID cannot be selected.

Type 3: AODR Entitlement with a Medicare Number - Subject to AODR quality check

As the individual has provided a Medicare number on their registration form, this may be selected for quality checking by appearing on QBBI the next day. QBBI errors are not always a part of AODR quality checking and include telephony intent registrations. See Table 2 Quality check table.

Registrations can be either Intent or Consent

All new registration forms are Consent (over 18 years). If an old form version (Intent) is completed, the registration is Intent until the system generated confirmation letter is completed and returned by the registrant.

Type 3: AODR Entitlement with a Medicare Number - Subject to Eligibility quality check (QBBI)

As the individual has provided a Medicare number on their registration form, this may be selected for quality checking by appearing on QBBI the next day. It is possible the same record may appear as a part of AODR quality checking. See Table 2 Quality check table.

Where an address change is noted on the form, the 'Group' details of the Medicare section of CDMS is to be updated.

What to quality check

Type 1: Donor Only Entitlement - Subject to AODR quality check

Type 2: AODR Entitlement without a Medicare number - subject to AODR quality check

Type 3: AODR Entitlement with a Medicare Number - Subject to AODR quality check

Type 3: AODR Entitlement with a Medicare Number - Subject to Eligibility quality check with selected by QBBI

First name

Yes

Yes

No

Yes

Family name

Yes

Yes

No

Yes

Second initial

Yes

Yes

No

Yes

Date of birth

Yes

Yes

No

Yes

Gender

No

Yes

No

Yes

Address

Yes

Yes

No

Yes

Email address

Yes

Yes

No

Yes

Phone number

Yes

Yes

No

Yes

Intent/consent

Yes

Yes

Yes

No

Organ and tissue for donation

Yes

Yes

Yes

No

Entitlement end date

Yes

Yes

Yes

No

End date reason

Yes

Yes

Yes

No

Date of last contact

Yes

Yes

Yes

No

Donor media type

Yes

Yes

Yes

No

Donor delivery type

Yes

Yes

Yes

No

Most recent donation decision date

Yes

Yes

Yes

No

Comments - medical information, next of kin

Yes

Yes

Yes

No

The registration processed

Yes

Yes

Yes

No

The correct customer selected for processing

Yes

Yes

Yes

No

The Donor Only Entitlement linked

Yes

Yes

Yes

No

New Entitlement created when one exists

No

Yes

Yes

No

Signature

Yes

Yes

Yes

No

Incorrect use of Medicare number

Yes

Yes

Yes

No

Error free status code

Definition

Processing tip

OD01

AODR registration is correct.

Quality check did not detect errors.

Error free status code

Definition

Processing tip

OD02

Non-critical

Registration number and processing comments not notated in PaNDA or on the registration form.

It is an error when the registration number has:

• not been noted (in PaNDA/on form), or
• been noted incorrectly

OD03

Critical

Medicare number used when not supplied or without permission.

It is an error when the Medicare number was used:

• when not supplied
• without permission

OD05

Critical

Family name keyed or amended incorrectly or not amended when requested.

It is an error when:

• the family name in an unlinked record does not match the supporting documentation
• a major discrepancy is not forwarded to AODR trained Service Officers or raised in proficiency for action
• AODR trained Service Officers do not issue the appropriate correspondence in relation to a major discrepancy
• the records are linked (without supporting documentation) if the family name is updated

Note: it is not an error if minor discrepancy details are updated as per Medicare minor discrepancies procedure.

OD06

Critical

First name keyed incorrectly or not amended when requested.

It is an error when:

• the first name in an unlinked record does not match the supporting documentation
• a major discrepancy is not forwarded to AODR trained Service Officers for action
• AODR trained Service Officers does not issue the appropriate manual correspondence in relation to a major discrepancy
• the records are linked (without supporting documentation) when the first name is updated
• the first name is updated incorrectly

Note: it is not an error if minor discrepancy details are updated as per minor discrepancy details procedure.

OD08

Critical

Date of birth keyed or amended incorrectly.

It is an error when:

• the date of birth keyed or amended does not match the supporting documentation
• a major discrepancy is not escalated/raised in proficiency in PaNDA to AODR trained Service Officer or Local Peer Support (LPS) for action
• AODR trained Service Officer does not issue the appropriate manual correspondence in relation to a major discrepancy
• the records are linked (without supporting documentation) if the date of birth is updated

Note: it is not an error if minor discrepancy details are updated as per minor discrepancy procedure.

OD09

Critical

Gender selected or amended incorrectly.

It is an error when the Gender selected or amended does not match the supporting documentation, without evidence to support the action taken.

Note: where a Service Officer identifies a record in CDMS and the gender is different to that on the form, the Service Officer should not amend the record and escalate to a LPS.

OD10

Critical

Address keyed or amended incorrectly.

It is an error when the address keyed or amended does not match the supporting documentation or an address was updated from email notification with no phone contact.

OD11

Non Critical

Phone number keyed or amended incorrectly.

It is an error when the phone number keyed or amended does not match the supporting documentation.

Note: it is not an error if the phone number was not updated when illegible or invalid.

OD12

Non critical

Email address keyed or amended incorrectly.

It is an error when the email address keyed or amended does not match the supporting documentation.

Note: it is not an error if the email address was not updated when illegible or invalid.

OD13

Critical

Intent/Consent (Organ Donation Status) selected incorrectly or not amended when requested.

It is an error when the Organ Donation Status does not match the supporting documentation.

OD14

Critical

Organs/tissue for donation details selected incorrectly or not amended when requested.

It is an error when the Organs/Tissues for Donation details do not match the supporting documentation.

OD15

Critical

Most Recent Donation Decision Date keyed incorrectly.

It is an error when the Most Recent Donation Decision Date keyed does not match the supporting documentation or was updated when not required.

OD16

Non critical

Date of Last Contact keyed incorrectly.

It is an error when the Date of Last Contact keyed does not match the supporting documentation or was updated when not required.

OD17

Non critical

Donor Media Type selected incorrectly.

It is an error when the Donor Media Type selected does not match the supporting documentation.

OD18

Non critical

Donor Delivery Type selected incorrectly.

It is an error when the Donor Delivery Type selected does not match the supporting documentation.

OD19

Non critical

CDMS comments section not completed when required.

It is an error when the Comments are not completed as per supporting documentation to reflect email or inbound/outbound call entry including outbound correspondence sent comments.

Note: see Record information in Comments field for the policy on recording appropriate comments. All AODR must be preceded by ‘AODR’.

OD20

Critical

Donor Only entitlement not linked when appropriate.

It is an error when the Donor Only Entitlement was not linked as per supporting documentation.

OD21

Critical

New AODR entitlement created when a matching entitlement already exists.

It is an error when a new entitlement is created or duplicate/donor only registrations are not deleted when a matching entitlement already exists.

OD22

Critical

Incorrect organ donor registrant selected.

It is an error when the incorrect organ donor registrant was selected.

OD23

Critical

Registration not processed.

It is an error when the registration was not processed.

OD24

Critical

Entitlement end date not recorded or recorded when not requested.

It is an error when the end date has been:

• omitted when indicated on supporting documentation or valid email request
• recorded when there is no indication on supporting documentation

OD25

Non critical

Entitlement end date and/or reason keyed or selected incorrectly.

It is an error when, as indicated on supporting documentation, the incorrect:

• end date has been keyed
• end reason code has been selected

OD26

Non critical

Date of Lodgement keyed incorrectly.

It is an error when the Date of Lodgement keyed does not match the supporting documentation where applicable:

• Forms/documents receipt date via PaNDA
• Email receipt date via PaNDA

OD27

Critical

Documentation not signed.

It is an error when the documentation was not signed and the document was processed.

OD28

Critical

Donor only registration not updated or deleted without evidence.

It is an error when a matched Donor Only Entitlement is not updated or deleted without evidence to support the action taken.

OD29

Non critical

Email - Incorrect electronic archiving in positional email box.

It is an error when sent email replies are not moved into the AODR positional mailbox sent folder. These are required for quality checking and audit purposes.

OD30

Non critical

Email - Incorrect or omitted formatting and manual fields completion.

It is an error when the required formatting is not completed in a reply email and/or the template manual entry fields were omitted or completed incorrectly.

E.g. font & font size, date in template body.

OD31

Critical

Email - Inappropriate or incorrect Reply Email sent.

It is an error when the incorrect or inappropriate reply template is used, that does not address the customer query or a non-standard email response was sent without prior approval from AODR Policy/LPSs.

OD32

Critical

Email - Privacy incident.

It is an error when an email reply is sent to the incorrect email address, without the required consumer security details or a reply email is sent with another consumer’s data that does not adhere to the Privacy Act.

OD33

Non critical

Email - Other (?).

It is an error when the email recipients:

• Name
• Title
• Email reply sent

contains spelling errors or

Phone contact made details is not included and saved in the email template with relevant operator number.

OD34

Critical

Email - CDMS action

Not entering inbound and/or outbound contact in a registration in CDMS, such as ‘date of last contact’, including comments where applicable or failing to action a replacement card where applicable.

CDMS comment errors are described in error code OD19.

OD35

Non critical

Email - Process followed incorrectly.

It is an error where phone contact is possible and more appropriate but a phone contact attempt was not made without evidence to support the action/s taken.