Annual satisfaction

surveySummary of results - 2019

of users are

satisfied with the

PPA's administration

94.3%

of users are more

satisfied than in

December 2018

87.1%

of users satisfied

with the timeliness

of payments

95.7%

In December 2019, all users of the Pharmacy Programs

Administrator (PPA) Portal were asked to complete a

satisfaction survey. Over 500 responses were received,

which are summarised in this document.

of users satisfied

with the timeliness

of claim validation

95.7%

of users satisfied

with the ease of

claim submission

85.3%

of users satisfied

with the ease of

using the website

85.3%

of users satisfied

with the information

on the website

82.5%

of users satisfied with

the friendliness and

professionalism of the

Support Centre

95.6%

of users satisfied with

Support Centre staff

knowledge

91.8%

of users satisfied with

the timeliness of

Support Centre

service

90.6%

of users satisfied

with invoice and

remittance report

information

89.3%

Things users thought the Pharmacy

Programs Administrator could do better

included reducing repeat data entry for

claim forms, providing greater detail on

remittance advices and increasing

integrations with software vendors.

Things users thought the Pharmacy

Programs Administrator was doing well

included fast payments, quick claim

validation, existing integration with external

software vendors and a friendly support

centre.

Survey respondents were also asked about what they liked about the Portal and what improvements

they would like to see. These wordclouds use the size of phrases to show how frequently an issue was

raised in the Annual Survey comments.

DID YOU KNOW?

2CAN YOU SEND MECLA IM ING REMINDERS?

We do! Multiple email reminders are sent forprograms where there are limited claimingwindows, like the Clinical Interventionsprogram and the RPMA program. For almostall other programs, claims must be lodged bythe end of the the next calendar month, so noreminders are sent. If your pharmacy is notreceiving reminder emails please ensure youcheck the email address recorded for yourpharmacy on the Portal. If this is correct youmay need to check your junk mail andwhitelist emails ending in@noreply.ppaonline.com.au

Survey comments received indicate that users may not be aware of all of the Portal

features available. Here are some tips on how to get the most out of the Portal.

1WHERE CAN I SEE MY CAPCOUNT FOR PROGRAMSWITH CAPS?

MedsChecks, DAA and Staged Supply havedynamic, real-time cap counters when youstart data entry. It will tell you what your capis and what number this claim is in relation tothat cap. If you're having trouble finding thisfor each program, our Support Centre canassist. We are also currently consideringadditional cap information at the top ofrelevant program pages.

3WHY DO I HAVE TOIND IV IDUALLY TYPECLA IMS INSTEAD OFUPLOADING THEM?

In order to have the real-time validation thatallows for rapid payments, we can't facilitatebulk data uploads. We understand that dataentry can be time-consuming so we'll keepworking to allow software vendors toprogressively integrate with the PPA portalwhere we can.

Yes, there is. You can copy and paste from an Excel

spreadsheet, which can either be an export from

your software vendor, or one you have created

yourself. As long as it only contains two columns,

Medicare number/DVA number and Date of

Service, you'll be able to copy and paste. You can

watch this video showing you how to do this. You

will need to make sure your dates are formatted

correctly (DD/MM/YYYY), Microsoft Office support

explain date formatting here. 

Alternatively, our Support Centre can assist you.

6DAA CLA IMS TAKE METOO LONG TO TYPE IN .I S THERE AN EAS IERWAY TO CLA IM?

Dates in web browsers can be tricky - this is

unfortunately something we don't have control

over, your broswer dictates how you can see the

date and select dates. For example, Microsoft

Edge forces you to use a date picker. The easiest

solution to this problem is using Chrome when

accessing the PPA Portal as it allows dates to easily

be typed/pasted in.

7WHY ARE DATES HARDTO ENTER IN THE PPAPORTAL?

5HOW CAN I CHECK I F ANDWHEN  A PAT IENT HAS HADA PREV IOUS SERV ICE?

A service history checker is available in theportal and can be used by anyone who islinked to a Service Provider that is registeredfor either the HMR, MedsCheck or RMMRprograms. You can find it under theseprogram tabs. This checker will let you knowwhether a patient has had a HMR or RMMRwithin the previous 24 months, or aMedsCheck in the last 12 months. Informationsuch as the date and Service Provider whoconducted the last HMR Service cannotbe made available in the PPA service historychecker due to privacy reasons. Itis therefore important that Service Providerscommunicate with the Patient andReferrer to ensure a more recent HMR PatientInterview has not taken place prior toundertaking any follow-up services. Moreinformation on how to user the service historychecker can be found in this Guide.

Yes you can. Multiple documents can beuploaded by using the zip functionality onyour computer, which puts multiple files intoone folder which can then be uploaded intothe claim. How you zip files depends on yourcomputer and software, however instructionscan be found by searching "how to zip files"on the internet.

I 'D L IKE TO UPLOAD MORETHAN ONE DOCUMENT ATA T IME WHEN CLA IM INGFOR PROGRAMS SUCH ASTHE RURAL CONT INU INGEDUCAT ION ALLOWANCE .CAN I DO TH IS?

4

WE'RE LISTENING.

Yes! From late February 2020 you can enter your

own contract extensions into the Portal. Contract

extensions still need to be approved by an

Operator to ensure there are no conflicts with

other contracts in our system. See the QUM and

RMMR User Guides for more information on how

to upload contract extensions.

1CAN I JUST UPLOAD MYOWN CONTRACTEXTENS IONS FOR RMMRAND QUM SERV ICEAGREEMENTS INSTEAD OFEMAIL ING THEM?

2THE ROLE REG ISTRAT IONPROCESS AND L INK INGMYSELF TO SERV ICEPROV IDERS I S QUITED IFF ICULT . WILL YOU BEMAK ING IMPROVEMENTSTO TH IS PROCESS?We've heard that you find it confusing and sohave added information onto the Portalhomepage for brand new Portal users with anoverview of the registration process. Thisoverview can also be found by all users onthe Portal registrations page by clicking theNeed Help link. An updated Registration UserGuide is also available to help users navigatehow to register themselves for different rolesand how to link themselves to one or moreService Providers. We hope this will make theregistration process easier, but we note thatsome elements, such as the role types andthe relationships between users and servicesare mandated by the Department of Health socan't be amended.

5DATA ENTRY TAKES ME AWHILE . WILL THE PPA BEINTEGRAT ING WITHPROFESS IONAL SERV ICESSOFTWARE?

.

We already do! We've rolled outintegration specifications for HMRs, MedsCheck and Diabetes MedsCheckservice claims. We understand that dataentry can be time-consuming so we'llkeep working to allow software vendors toprogressively integrate with the PPAportal where we can.The next integrationsdue to be released were for healthoutcomes data collection forMedsCheck/DAAs/Staged Supply claims,however given the recently announcedchanges to payments for these programsintegrations will no longer be rolled out.We will however, continue to worktowards integrating service claims forother programs.

4CAN PROGRAMDOCUMENTS BE IN THEPORTAL?

Yes, soon. A number of users have asked forthis feature, so over the coming months we'lladd links to the consent forms and otherrelevant information.

We’ve been making improvements based on the feedback you’ve provided to us via the

Support Centre and the Annual Satisfaction Survey. Here's what's new or coming soon.

Unfortunately not. Due to strict security andprivacy requirements, we can't send emailsthat contain Medicare numbers or names, sothese can't be included in remittance advices.Instead, to help you reconcile your payments,we've created a reconciliation report thatprovides this detail. It can be viewed andexported from the portal - this Guide showsyou how to view, search and download thesereconciliation reports. We'll also be workingto create some additional reports over thecoming months to assist with tax reporting.

3I 'M HAV ING TROUBLERECONC I L ING MY CLA IMSAND PAYMENTS . CAN YOUINCLUDE MORE DETA I LSIN MY REMITTANCEADV ICES , L IKE MEDICARENUMBERS ETC?

6CAN YOU MAKE CLA IM INGEAS IER BY PRE - F I L L INGDATA FOR US? We've rolled out pre-filling of informationfor a range of programs such as StagedSupply. In future we'll also be looking athow we can continue to improve thePortal's pre-fill functionality.

7CAN YOU JUST SEND AMONTHLY STATEMENTINSTEAD OF AREMITTANCE AFTER EACHPAYMENT?

Unfortunately not. We're required to sendyou a separate remittance advice eachtime we pay you. But to help you reconcilepayments we created a reconciliationreport - you can see instructions forfinding and using this report here. We'realso working to create some additionalreports to assist you with tax reporting,which will also allow you to view claims bymonth.