You must actively monitor claims, payments and statements for errors and have clear processes in place to identify, escalate and resolve discrepancies quickly.
You can do this by:
- Monitoring billing, claiming and reporting for accuracy
- Monitoring demand and service delivery
- Resolving outstanding issues and close out the transition
- Conducting a post‑implementation review.
6.1 Monitor billing, claiming and reporting for accuracy
- Review billing and claiming outputs during the first quarter after go-live.
- Confirm no contributions are applied for personal care services delivered from 1 October.
- Confirm pre-1 October services are still being billed correctly. Identify and correct any system or process errors promptly.
- Escalate persistent errors to your ICT or software vendor.
6.2 Monitor demand and service delivery
- Track changes in personal care service utilisation across your participant base.
- Monitor workforce capacity and rostering in response to demand changes.
- Identify participants who now want to increase personal care and initiate care plan reviews.
- Report demand and capacity issues to your operational leadership and proactively address.
6.3 Resolve outstanding issues and close out the transition
- Identify and resolve any outstanding issues from the transition period.
- Confirm all participant records, care plans, budgets and service agreements have been updated.
6.4 Conduct a post implementation review to identify lessons learned
- Your post‑implementation review should cover:
- system performance
- participant experience
- workforce impacts
- lessons learned for future reforms.
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