CHSP Provider Hub

Sector Support and Development staff raised with the Department a number of issues relating to the My Aged Care Portal/Website and referrals. This is the response and guidance they have provided.

Incorrect service availability

Information about the availability of CHSP services is shown differently for each care type, the service subtype availability is shown on the provider profile. The Department is aware of an issue which is affecting the display of service availability values which are configured by the provider/system. In these instances, the availability of the service needs to be entered at both the service type level and the underlying sub-type service items. Providers will need to adjust the availability value at both levels to receive CHSP referrals. Further information and instructions on updating the availability status of services is available on pages 23-24 in the My Aged Care Service and Support Portal User Guide.

Finder Provider tool inconsistencies

The information displayed on the service finder is managed and maintained by service providers themselves, including information about the types, availability and delivery location of the services they provide. It is the responsibility of providers to ensure that the information displayed on My Aged Care is correct and up to date. The Department is aware of providers concerns regarding the limitations of the display of information on the My Aged Care website. Further work is underway to determine if this is a user experience issue or if this is a data driven between points from the ACG Service and Support portal to how the information is displayed on the website. It is noted that user experience issues could potentially be addressed through clearer communications regarding the use of the My Aged Care portal and a stronger understanding of the terminology used.(ie available vs availability) or as part of future enhancements. The Department is currently reviewing these issues in terms of future enhancements. Further advice will be provided by the Department.

Referrals outside service delivery areas

CHSP information is displayed under the “Help at Home” tab of the Find a Provider tool which is controlled by filters. Location searches through the Find a Provider tool are matched against an outlet’s service delivery area, which may be different to the outlet address. If a CHSP provider does not service the area displayed, the organisation will need to update their information. Provider profile information is maintained through the My Aged Care Service and Support Portal by an individual who has been assigned the administrator role in the organisation. To ensure CHSP providers service delivery area information is accurate, the administrator should review the following information in the My Aged Care Service and Support Portal:

• service delivery area(s) for each of the services to ensure they reflect the areas where the provider deliver services.
• selected suburbs from the ‘List of serviced suburbs’ if the provides does not deliver funded services in that location (e.g. [Deception Bay, Queensland]). Alternatively, use the ‘Remove all’ function to reconfigure your list of suburbs.
• Change ‘service availability’ to unavailable. CHSP providers will also need to update service sub-type availability.
• Deactivate outlets if they are no longer active.

The Department has updated user guide material to better support providers to update their service delivery information which can be found on the department’s website at My Aged Care – Service and Support Portal user guide – Part 1: Administrator functions | Australian Government Department of Health, Disability and Ageing.

Escalate issues to the My Aged Care / MAC technical teams with evidence provided.

The Department continues to escalate issues with the My Aged Care Teams to support providers.