Summary of My Aged Care System Changes 7 December 2015

Summary of My Aged Care System Changes 7 December 2015

This summary document is intended to assist service providers and assessors to understand the changes to the My Aged Care system that will be introduced on
7 December 2015. The My Aged Care quick reference and user guides will be updated to include this information shortly.

These changes to My Aged Care build on the changes made on 17 October 2015 to continue to improve the useability of the system. The changes are listed in the table below.

Improving My Aged Care provider and assessor portal usability /
What? / Why?
Client list view – assessor and provider portals / Assessors and service providers can view their organisation’s clients in a list with columns of information, as an alternate to the existing card view. This change has been applied on all pages with the card view.
If an assessor or service provider chooses to view clients in a list, this preference will be retained the next time they log in to the portal.
A list of 50 clients will be displayed on each page of the list view, and assessors and service providers will have the ability to:
·  Sort and filter the list by last name, date referred, and priority
·  Switch back to the card view.

Assessors and service providers will also have the ability to see more information about the client by selecting the arrow beside the client’s name.
/ People with the Team Leader role will be able to see all clients referred to the outlet. Assessors, Delegates and Staff Members will be able to see all clients assigned to them in their ‘Current work’ list.
Assessors and service providers will be able to complete the same actions that are available in the card view (i.e. view full client record) from the expanded list view.
/
Ability to remove inactive users from view – assessor and provider portals / Inactive users (staff whose profiles have been deactivated) can be removed from the My Aged Care portals.
From the ‘Staff administration’ page (Organisation administration page in the assessor portal), select the name of the staff member whose profile you want to remove. Note, the staff member must be ‘Inactive’ before you can remove it permanently.

Then select ‘Remove’. A confirmation box will appear asking you to confirm that you want to remove this staff member.
/

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Improving access to information through My Aged Care /
What? / Why?
Ability to view and create notes about clients –assessor and provider portals / Assessors and service providers can view and add additional types of notes about clients in the My Aged Care portals. Assessors can also view and add these notes in the myAssessor app.
Who can add different note types?
·  Assessors can add Client story, Sensitive notes, Preference, Observations and Other
·  Service providers can add Observations and Other
·  Clients can add Other.
Who can view different note types?
·  Other and Client Story are displayed to the client, assessors and service providers
·  Observations are displayed to assessors and service providers
·  Preferences are displayed to assessors
·  Sensitive notes are only displayed to assessors (RAS and ACATs).
Please note, My Aged Care contact centre staff can add and view all note types.
To add and view Client notes, assessors navigate to the Notes tab from the client record (shown below); service providers also navigate to the Notes tab from the client record.

From the Notes tabs, assessors and service providers can view notes about the client, and can select to ‘Add a note’.

/ From the pop up box, assessors and service providers will select a note type, and add a description of the note.

A help icon (?) in the pop up box provides information about the different types of notes to help assessors and service providers select the appropriate category.
Assessors using the myAssessor app will also be able to use a new notes function to record information about the client, shown below. The free text notes page is now available in the Notepad section.
/
Access to the client story before accepting a referral – assessor portal / Assessors can view the client story and notes before accepting a referral. The client story will display the most recent entry first. The date of each entry will be displayed, which will make it easier for assessors to follow the client story.
/
Visual indicator of referral status will be displayed – assessor portal / Additional visual indicators in the assessor portal will show assessors the status of referrals for service or to waitlist, to help them manage effective referrals for clients. Assessors will be able to see the status of referrals in the ‘Manage services and referrals’ tab in the client’s support plan.

The referral status’ that will display are:
Category
/ Status
/
Service not yet in place
/ Not actioned, Rejected referral, Recalled referral, Referral pending, Waitlist pending
/
Services pending
/ Referral code generated, Referral accepted, Waitlist offered, waitlist pending
/
Service in place
/ Service in place
/
/
Ability to add and view relationships on the client record – assessor and provider portals / In addition to adding representatives for a client, assessors can record additional relationships for clients in the assessor portal by selecting ‘Add relationship’ at the bottom of the client record. /
/ Assessors will provide the name and contact details for this person, and specify the relationship that this person has to the client. For example, a Carer, Support person, Emergency contact or GP.
/
Improvements to the assessment process /
What? / Why? /
Ability to change priority of referral – assessor portal / Individuals assigned the Team Leader role in the assessor portal can change the priority of the assessment referral when they accept the referral.
From the Incoming Referrals tab, Team Leaders select the arrow on the Client card, and select Accept in the summary pane (or from the expanded client information in list view).
/
/ The pop up box to accept and assign the referral will also enable Team Leaders to change the priority of the referral.

If the Team Leader changes the priority, they will then be asked to record a reason for changing the priority (Client situation change, Incorrect priority assigned, Inaccurate priority assigned, Client functional decline, Client in emergency care, Other (please specify)), and to add a free text description of the reason.

When the Team Leader changes the priority, the new priority timeframe will be applied to that referral. Please note, the new timeframe will continue to be calculated from the date the referral was issued, not the date the priority was changed. /
Ability to self-refer clients to the assessment organisation – ACATs only, assessor portal / Currently, assessors can register a client, but then need to call the My Aged Care contact centre to request that the client is referred to their organisation. Comprehensive assessors will be able to undertake self-referral to enable an immediate assessment. It is expected that this will be necessary in situations where the referral is direct from a hospital, or where the assessor visits a client to undertake an assessment and determines that the client’s spouse or responsible person also requires an assessment.
After searching to confirm that the client does not have a client record, the assessor will register the new client as they do currently, by selecting ‘Register new client’.

To create a client record, assessors will enter details about the client, including that the client consents to be registered.
Comprehensive assessors will then have the option to ‘Refer the client for assessment’.
/
/ Assessors will be prompted to assign the referral to themselves or an outlet, select the priority for the referral, and the reason for self-referring.

If the assessor assigns the new client to themselves, the referral will appear in their ‘Current work’ tab. If the assessor assigns the new client to an outlet, the referral will appear in ‘Incoming referrals’ tab for individuals assigned the Team Leader role in the assessor portal to accept and assign.
If the client already has a client record, the comprehensive assessor can self-refer that client for assessment. However, if a referral for assessment has already been sent for that client, the comprehensive assessor will not be able to self-refer them.
Note, RAS assessors will still be able to register clients. They will need to continue to call the My Aged Care provider and assessor helpline in these circumstances. /
Improvements to the carer section of the NSAF – assessor portal / There is an additional mandatory question at the bottom of the Carer overview page in the National Screening and Assessment Form, as shown below. The appropriate questions will be displayed according to the caring relationship and who is informing the assessment process.
/
/ The assessor is asked to ‘Select the scenario that matches this interview’ from the following options.

Depending on the selection, the following question sets will display:
·  If ‘Client is informing the screening process and has a carer’ is selected, the Carer page will display with questions relating to the client’s perspective of the caring relationship.
·  If ‘Client is informing the screening process and does not have a carer’ is selected, the Carer page will not display
·  If ‘Carer is informing the screening process’ is selected, the Carer page will display with questions relating to the carer’s perspective of the caring relationship
·  If ‘Client and Carer are informing the screening process together’, the Carer page will display with questions relating to the client and carer’s perspectives of the caring relationship.
This feature is also available in the myAssessor app. /
Improvements to reports – assessor portal / The Assessment Management Report is now available for RAS and ACATs. This report can be generated to see current assessments for individual assessors, or for the Outlet.
The RAS EOM Preparation Report now provides the ability for RAS organisations to select a date range for a period that they want the report to cover, improving the useability of the report. Additionally, the Aged Care Client ID has now been added in, making it easier to identify the specific assessments and clients that are included in the report. /
Improving the service finders /
What? / Why? /
Improvements to the way information is displayed in the service finders – assessor and provider portals / In response to feedback from consumers and service providers, a number of changes have been made to the way information is displayed in the service finders on the My Aged Care website, and the service finders within the portals.
These changes will resolve a number of outstanding issues, including:
·  Improving the accuracy of the results when people search based on a service provider’s name
·  Reducing the appearance of duplicate records being returned in the search results
·  Consistently displaying all matched service sub-types for Help at Home searches
·  Displaying waitlist availability for Help at Home services. /
Additional prompts to action referrals in a timely manner /
What? / Why? /
Additional notifications for overdue referrals – assessor and provider portals / Individuals assigned the Team Leader role in assessment organisations and service provider organisations will see visual indicators in their ‘incoming referral’ tab that referrals need to be actioned (accepted or rejected).
An email will also be sent to the outlet email address prompting them to action the referrals in a timely manner.

Please refer to the My Aged Care Guidance for Providers and My Aged Care Guidance for Assessors documents for more information on priorities and timeframes for action. /

Further information

Another series of changes to improve assessment processes, including improvements to the printed support plan and National Screening and Assessment Form, are planned for mid-December 2015. More information about these changes will be made available soon.

The next system release is scheduled for March 2016. The scope of this release is currently being finalised, and is subject to change. The release will focus on changes to enable:

·  assessment organisations to transfer referrals to other assessment organisations

·  attachments to be added, reviewed and removed in each portal

·  hospitals to refer patients to My Aged Care using an inbound referral webform

·  improved My Aged Care contact centre processes, for example, streamlining the screening process.

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