Medical Certificates FAQ and Troubleshooting Follow

Commonly Asked Questions

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

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

What are the practice requirements to be able to take Online Medical Certificates?

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

Is Medical Certificates an integrated product?

How does the patient's Medical Certificate integrate with the PMS?

What appointment connector version do I need to use Medical Certificates?

How can I let patients know I'm now offering Online Medical Certificates?

 

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 new Medical Certificates product as well. If you have accounts set up for payments, they are automatically applied to Medical Certificates 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.

 

What are the practice requirements to be able to action an Online Medical Certificates?

There are four main requirements for Medical Certificates 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 Medical Certificates being any price from $0.30 to $999.99

At this stage, if you cannot see the Medical Certificates option present in your Practice Admin, please contact support 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 Medical certificate, 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 Medical Certificate request.

 

Is Medical Certificates an integrated product?

Healthengine's Medical Certificates 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.

 

Medical certificates works with Best Practice and MedicalDirector PracSoft.

 

How does the patient's Medical Certificate integrate with my PMS?

Yes!

When the Medical Certificate is approved and an patient match can be found, the medical certificate and 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.)

What appointment connector version do I need to use Medical Certificates (Integrated practices only)

In order to use Medical Certificates 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 Online Medical Certificates?

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

  • We'll automatically send your regular patients an email and app push when your practice first activates Online Medical Certificates. This will happen when you've completed the following: 
    • You've turned on Medical Certificates in your Practice Admin preferences centre.
    • There's a Medical Certificates policy in your Practice Admin preferences centre.
    • You have at least one practitioner set up to receive medical certificate requests.

  • 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 medical certificate 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 Medical Certificate services.

 

 

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