ACFI Review and Reconsideration Process in the My Aged Care Provider Portal

This Quick Reference Guide has been designed to inform those who perform the role of ‘Administrator’ and ‘ACFI contact’ within the My Aged Care provider portal (the provider portal) of the procedures for assigning the ACFI role to staff members and actioning ACFI review and reconsiderations notifications.

Table of ContentsHow do I allocate the ACFI role to a staff member?..................................................................2

How do I view and action ACFI notifications?...........................................................................7

How do I attach and submit ACFI packs for an ‘at-desk review’?............................................10

How do I request a Reconsideration of an ACFI Review outcome?........................................13

Common issues with submitting Reconsideration requests?..................................................27

How do I view ACFI Links?.....................................................................................................28

1

Guide for Providers

Administrator

ACFI Contact

May 2019

How do I allocate the ACFI role to a staff member?1. From the home page, select ‘Staff administration’.

Note: If you are assigned to multiple outlets, select the outlet you want to view in the top right hand section of the screen, then select 'Staff administration'.

2. You will be taken to the Staff administration page, which allows you to view all staff members that have access to the provider portal. You can sort staff alphabetically, or by status.

2

May 2019

Note: If you are an Organisation Administrator, you will be able to sort staff by outlet(s) they are assigned to.

3. Select the name of the staff member from the ‘Staff card’ that you wish to allocate the ACFI role.

If the staff member account has not been created yet, please refer to the Quick Reference Guide – Create and maintain staff accounts using the My Aged Care provider portal on the department’s website.

3

May 2019

4. From the ‘View Staff member’ page, select the ‘Edit staff details’ link

5. This will open a page displaying all previously entered information for the staff member. The Organisation or Outlet must be selected.

Staff members may only be assigned at the organisation or outlet level, so where a staff member is assigned roles at one level (for example, outlet) and is then assigned roles at the other level (for example, organisation), any roles assigned at the original level will be removed.

4

May 2019

6. From the ‘Staff details’ page, select the ‘Assign roles’ link.

7. From the ‘Assign roles’ pop-up box, select the ‘ACFI contact’ checkbox.

To assign the ACFI contact role, a staff member must also have another role such as Team Leader, Administrator or Staff Member.

8. Note that the ACFI contact role has been added and select ‘Save’.

5

May 2019

9. The ACFI contact role will now display under the roles for that staff member and a confirmation box will display.

The first time each staff member logs into the provider portal, they will need to follow the steps outlined in Attachment A in the My Aged Care Provider Portal User Guides (Part One and Part Two)

6

May 2019

How do I view and action ACFI notifications?If you have been assigned the ACFI contact role you will be able to view and action ACFI notifications.

1. From the home page, select the ACFI reviews tile.

2. This will open a page displaying all ACFI notifications for your organisation/outlet.

*Note* that the twisty icon indicates that there is expandable content.

Click on the twisty icon to view additional reports:

7

May 2019

Click on the twisty icon to reduce the content.

8

May 2019

3. In the ‘ACFI Review appointment’ notification, select the ‘Booking Confirmation’ link.

Click on the ‘Open’ button to view the the ‘Booking Confirmation’ letter

9

May 2019

4. To view the results of an ACFI review, beneath the ‘ACFI Outcome Available’ notification, select the ‘Review Letter’ link.

Click on the ‘Open’ button to view the the letter:

*Note* that you will only receive letters for care recipients where a review has resulted in a classification change.

10

May 2019

11

May 2019

How do I attach and submit ACFI packs for an ‘at-desk review’?1. If you are requested to submit ACFI packs for an at-desk review, select the

‘Add Attachment’ button.

2. Select the ‘Choose File’ button to find and insert the file that you need to attach. This will allow you to browse your folders to select the file you would like to upload.

3. The name of the file is displayed next to the ‘Choose file’ button. Enter your reference and select ‘Upload’ to upload the file.

12

May 2019

4. The name of the attached file is now displayed under ‘ACFI packs’.

Note: Repeat steps 5-8 for every file you would like to upload.

5. To submit the ACFI packs to the Department, select the ‘Submit ACFI Packs’ button.

6. In the ‘Submit ACFI packs’ pop-up box, fill in the details and select the ‘Delivery mode’ from the drop down box. The default will be ‘Portal’ but you can change this if you have sent via a different delivery mode.

13

May 2019

7. Select ‘Submit ACFI requested information’.

8. A notification confirms the date the ACFI packs were submitted through the Portal.

14

How do I request a Reconsideration of an ACFI Review outcome?

1. In the ‘Result for Review’ notification, expand the twisty to display all care recipients included in the review with a classification change. Select the ‘Review report’ link to view the individual ‘ACFI Review Report’ for a care

recipient with a classification change.

The ‘ACFI Review Report’ will display

15

You will need to repeat steps 1 to 8 below for each care recipient to be included in your Reconsideration Request.

May 2019

2. To request a reconsideration of the ACFI Review outcome, select ‘Request Reconsideration’:

The ‘Reconsideration request for <Care Recipient>’ page will display listing the classification results you submitted as part of your original appraisal as well as the classification following the review:

16

May 2019

3. Expand the twisty next to each question you would like reconsidered and complete the relevant checklist items.

17

You must complete the entire checklist for any question that you wish to be reconsidered, including responses for items you would like reconsidered and items that were validated at review (as shown in the two examples below one for a reconsideration of Q1 Nutrition, the second for Q12 Complex health care ).

May 2019

4. Enter a ‘Reason for inclusion’ and then select ‘Save’ within the question

5. Select ‘Add attachments’ to add documents and evidence to support your request.

18

You must select ‘Save’ before you add attachments or your checklist responses will be lost and you will not be able to submit a valid request.

Each document uploaded must have a unique file name. More information about acceptable file types and file naming conventions is available here.

May 2019

Select ‘Browse’ to find the appropriate file to ‘Insert’ Select ‘My Reference’ to provide a reference name for the file You must also indicate ‘Yes’ or ‘No’ to the question ‘Was this evidence provided at

review’ Select ‘Upload’ to add the attachment.

Select ‘View attachments’ to review documents you have added to the requested case.

A ‘List of supporting documents’ pop up box will display. You can review the list of documents, and delete any attachments as required by selecting the red bin icon.

19

May 2019

6. To add Diagnosis information expand the twisties next to the Medical Diagnosis and the Mental and Behavioural Diagnosis questions to add information about the care recipient’s health condition(s).

Select the tick box next to the question for which you are providing evidence and select ‘Save’

Select ‘Add attachment’ to upload copies of the required evidence. Select ‘Add medical conditions’

If medical conditions have been previously added, the “Add medical condition’ link will display as ‘Edit medical condition’.

20

May 2019

Medical conditions can be searched by typing the condition into the search field and selecting ‘Filter’.o Add the medical condition by checking the box next to the condition and selecting

‘Attach Medical Condition(s)’.

How do I add my Care Recipient to a Reconsideration Request? When you have completed and saved all question responses and uploaded all of your documentary evidence, you can submit the Care Recipient request.

21

After pressing submit, you will not be able to make any further changes to the Care Recipient request. If changes are required after submission, the care recipient request must be cancelled and a new request created. All responses and evidence will then need to be re-entered.

May 2019

7. Select ‘Submit Request for <Care Recipient>’ at the bottom of the page.

Select ‘Next’ if you wish to proceed to the ‘Acknowledgement of conditions’ page.

Read the ‘Acknowledgement of conditions’. If you agree and would like to submit the care recipient request:o Select Deliver Mode ‘Portal’o Add comments (this is optional) o Select the tick box ‘I agree to the above conditions’ o Press the purple ‘Submit for Reconsideration’ button

22

May 2019

23

May 2019

8. When the Care Recipient request has been submitted, a new notification will be displayed on the ‘ACFI reviews’ page.

The added Care Recipient request is displayed with a tick icon

You can view added Care Recipient requests by clicking the ‘View Reconsideration’ button under each care recipient’s name.

9. If needed, you can cancel a Care Recipient request before you submit your completed Reconsideration Request (refer to Steps 10 to 13 below). To do this, locate the care

24

Submission of your reconsideration request is not yet complete. You need to add a each care recipient and then submit the overarching Reconsideration Request. Do not press the ‘Submit Reconsideration Request’ button (see step 11 below) until all care recipients have been added.

Repeat steps 1 to 8 above for each care recipient to make sure they are included in your Reconsideration Request.

May 2019

recipient on the ‘ACFI Reviews’ page and select . Then press the ‘Cancel <Care Recipient>’ button at the bottom of the page.

The ‘Cancel reconsideration’ pop-up box will open. Select a ‘Withdraw reason’ from the drop down list. Select ‘Proceed’.

25

Once a care recipient request is cancelled, it will not be included in your Reconsideration Request. If you wish to include a care recipient whose request has been cancelled, you must repeat steps 1 to 8 above to create a new care recipient request.

May 2019

How do I submit my Reconsideration Request? When you have added all the care recipient requests, you can proceed to submit your completed Reconsideration Request.

10. On the ‘ACFI Reviews’ page, return to the ‘ACFI Outcome Available’ notification.

Before submitting you must ensure that all care recipients with a requested case have a tick icon

‘In progress’ cases are displayed with an hourglass icon

For any ‘In progress’ cases, click the ‘Request Reconsideration’ button to return to your saved draft. You must either complete and submit or cancel each ‘In Progress’ care recipient request.

11. Once all care recipients you wish to include in your Reconsideration Request are displaying a tick icon , click the ‘Submit Reconsideration Request’ button to proceed to the final submission step.

12. The ‘Submit reconsideration request’ pop-up box includes the ‘Acknowledgement of conditions’ which apply if you proceed with submitting this request for reconsideration.

Read the ‘Acknowledgement of conditions’

26

The Reconsideration Request cannot be submitted until all ‘In progress’ cases have been submitted or cancelled. Make sure to add every care recipient you wish to be reconsidered before submitting the overarching request.

May 2019

Select the checkbox to confirm you agree to the conditions. This will enable the link to ‘Submit’ this reconsideration request.

13. On the ‘ACFI Reviews’ page, a success message and new notification item is displayed. This confirms you have successfully submitted your request in the portal and a submission date and Reconsideration Request ID are provided.

27

May 2019

How do I withdraw a Reconsideration of an ACFI Review outcome?14. The submitted reconsideration request notification can be used to initiate a withdrawal

of a reconsideration request for all submitted cases or for a single requested case. To withdraw the reconsideration either select ‘Withdraw all reconsideration

requests for this review’ or ‘Withdraw reconsideration request’ under the name of the relevant care recipient.

15. Select the appropriate ‘Withdraw reason’ from the drop down box and select ‘Proceed’.

16.When the reconsideration request and all included requested cases have been assessed by the department, a new notification and letter will be issued advising of the outcome of the reconsideration.

28

May 2019

Common issues with submitting Reconsideration requests?

Problem Solution

Request not accepted because it would not result in a classification change.

1. Cancel the invalid Care Recipient request.

2. Start a new request for this care recipient.

3. In the new request, ensure you complete all itmes in the question checklist(s), including items you would like reconsidered AND those that were validated at review

4. Ensure you click the save button BEFORE adding the attachments

Refer to steps 1 to 8 above for further assistance.

Unable to see the save button or submit button on the acknowledgement screen or the checklist screen

Please either remove the toolbar at the bottom of you screen or resize your browser.

You have added all care recipients but cannot see the Submit Reconsideration Button

1. Return to the ACFI Outcome Available Notification item

2. Make sure there is a tick icon next to all care recipients

that you wish to request a reconsideration for.

3. You will also need to cancel or complete requests for care recipients with an hourglass

icon next to their name before the Submit Reconsideration Button will appear.

Refer to steps 10 to 13 above for further assistance.

You have added each Care Recipient request but do not receive any notification in the portal confirming your Reconsideration Request has been submitted and do not see a‘Reconsideration Request ID’.

You need to proceed to the final stage of submission and submit your overarching Reconsideration Request.

Refer to steps 10 to 13 above for

29

May 2019

further assistance.

How do I view ACFI Links?1. At any time, you can view ACFI related links by clicking on the ‘ACFI links’ modal which

appears at the top of the notifications page.

2. Select ‘Display ACFI Links’ to open the pop up window.

3. Selecting an ACFI link will take you to the corresponding webpage.

30

May 2019

31