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Express Care FAQ and Troubleshooting Follow

This article will cover off our most frequently asked questions surrounding Express Care, and how you can attempt to troubleshoot this feature.

Contents:

What is Express Care?

Express Care is Healthengine's offering to practices that want to increase their efficiency handling repeat patient requests. Healthengine currently offers functionality to allow patients to request repeat Scripts, repeat Referrals and online medical certificates. Within Scripts and Referrals, there are urgent and non-urgent options.

Medical Certificates allows Healthengine to issue the medical certificate directly to the patient, but for Scripts and Referrals the practice is still required to issue the request via their normal processes, and deliver that to the patient.

 

Do I need to offer all the services within Express Care to use it?

No - Healthengine knows that different GP practices have different needs and offerings to their patients, so within the Express Care bundle your practice can decide if it wants to offer repeat Scripts, repeat Referrals or online medical certificates.

We also have the option available to your practice to configure urgent requests, which have a shorter expiry timeframe. This also allows your practice to set a different price or delivery method for these type of requests, to account for the shorter timeframe.

 

What are the patient requirements for making an Express Care request?

In order to comply with AMA guidelines, Express Care requests are only eligible to be requested by existing patients at the practice, who have seen a practitioner either in person or via a tele consult in the last 12 months. In addition, patients also have to be requesting a repeat script or referral for an existing condition; i.e one the practitioner is already aware that they have.

 

What is configurable per request type for Express Care?

There are a number of options configurable per request type, to allow your practice greater control over your Express Care offerings to your patients:

  • The ability to turn on and off requests, including urgent and non-urgent versions of Scripts and Referrals

  • The price for each request (Medical Certificates, urgent script, non-urgent Scripts, urgent Referrals and non-urgent Referrals)

  • Which practitioners are able to accept requests. Editing this list impacts what is displayed to the patient in terms of practitioners to pick; any practitioner can review a request

  • Supported delivery method. Healthengine has 3 options available; electronic (email or SMS), pickup from your practice or post to the patients address

  • The practice policy on each request type; This is shown to the patient on the request form

 

If I already have Stripe accounts set up for Healthengine Payments, do I need to make new ones?

No! One of the benefits of the Healthengine payments product is that these practice and practitioner level accounts work across our Express Care products as well. If you have accounts set up for payments, they are automatically applied to Express Care as well, streamlining the set up process.

 

Why is the "Online Medical Certificates" button not showing on my Healthengine practice profile?

This button only appears when at least one practitioner has been set up to be able to take a Medical Certificate - this is to prevent requests coming in when your Practice Admin and Medical Certificates has not been configured completely yet. Once a practitioner has been set up correctly, this button should appear when the page is refreshed.

If your practice has more than 1 product set up, the button will display "Health Service Requests".

 

What are the practice requirements to be able to action an Express Care request?

There are four main requirements for Express Care request outside of the product being activated and provisioned:

  • The practice has either a PES+ or GP Complete subscription
  • At least one practitioner eligible to take requests. This requires the practitioner to have an APHRA number
  • At least one Stripe account associated with either the practice, or a practitioner. This includes the legal name for the account and the ABN
  • The pricing for the product configured; Healthengine can support Express Care request being any price from $0.30 to $999.99

At this stage, if you cannot see the Express Care option present in your Practice Admin, please contact our friendly Healthengine Support team, or your Customer Success Manager to discuss your options.

 

Does the requested practitioner from the patient's form need to be the practitioner who approves the form?

No - the patient is given the opportunity to request which practitioner approves their Express Care request, but we understand that that is not always possible. As a response, as long as the practitioner is correctly set up within Practice Admin, any practitioner can approve a patient's Express Care request.

 

Is Express Care an integrated product?

Healthengine's Express Care product can be used by integrated and non-integrated GP practices! The only difference is that for integrated practices, a version of the patient's Medical Certificate and details are saved and stored within the PMS. For Scripts and Referrals, a copy of the patient's request form is submitted into the PMS. 

Express Care request works with Best Practice and MedicalDirector PracSoft.

 

How does the patient's Express Care request integrate with my PMS?

When the Express Care request is approved and an patient match can be found, the associated submission questions are saved as a PDF in the following locations:

  • Best Practice: File > Open Patient > Correspondence In
  • Pracsoft: Clinical > Correspondence > Check Holding File > All Recipients (from here it can be actioned which will assign it to the patient file.)

If the request was a Medical Certificate, the Medical Certificate itself is also saved into the PMS as part of that PDF.

Please Note: The Express Care request for Scripts and Referrals is to collect the patient information, and a payment collection method. The actual issuance of the script or referral should be done as per your standard practice workflows.

 

What appointment connector version do I need to use Express Care? (Integrated practices only)

In order to use Express Care correctly, and have us integrate with your PMS, we required your AC to be version 2.5.7.0.

 

How can I let patients know I'm now offering Express Care services?

Healthengine can help you inform patients that you're offering Online Medical Certificates or other request types in the following ways:

We'll automatically send your regular patients an email and app push when your practice first activates an Express Care product. This will happen when you've completed the following: 

    • You've turned on at least one Express Care product in your Practice Admin page
    • There's a request policy in your Practice Admin preferences centre.
    • You have at least one practitioner set up to receive requests.

Healthengine can also provide the following:

  • Download the ready-to-go practice promotional assets from the Resources tab in your Practice Admin account. We've included in-practice posters, TV slides and social media posts to help you let your patients know they can request a Express Care request from the comfort of their home.
  • Try Healthengine’s Communicate add-on to send existing patients bulk SMS messages, letting them know of your new Express Care services.

If you experience any issues, need assistance with making changes, or would like to organise some time to run through this feature, please reach out to our friendly Healthengine Support Team via phone, live chat or email support@healthengine.com.au. 

 

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