Webinar - Introducing the new Patient Portal

Watch our on-demand webinar, Introducing the new Patient Portal from the 29th January 2021

 

Key Learnings

  • Understanding the changes you can expect to see as a practice in the new Patient Portal, including updated settings, and a new invitation process.
  • Learn how to fill your appointment book and engage your patients in their clinical care.
  • Demonstration of the brand-new portal experience from a patient's perspective. 

 

 

Live Q&A

The following are the questions that were asked during the live webinar, the answers that were provided as well as links to relevant Help Centre articles.  

 

ACCOUNTS

If an invoice has been submitted to Medicare for rebate by the practice, will the patient have access to this in the Patient Portal?

The receipt will show in the Patient Portal > Paid Invoices section.  If the patient requires the Statement of Claim, they will need to contact the practice.  

Help Article:  Paid Invoices in the Patient Portal

 

If an invoice is for a different payer (eg Workcover), will that still show in the portal?

Private invoices that have not yet been paid will be visible in the Patient Portal > Unpaid Invoices section.  For other invoice types, once they have been paid they will be visible in the Patient Portal > Paid Invoices section.   

Help Article:  Paid Invoices in the Patient Portal

 

Can the portal be used to sign off consent forms or financial consents?

You can achieve this by sending the Fee Estimate/Quote to the Patient Portal for the patient to review.  The patient can then print and sign the Fee Estimate/Quote and upload it back to the practice using the Upload & Shared Files section.  

Help Article:  Quotes in the Patient Portal, Patient Guide to the Patient Portal (Upload & Shared Files)

 

How can you control which estimated rebate is shown in the Patient Portal, for example VR and non-VR doctors?

The fees for the appointment booking are set per Provider so you can set the fee and estimated rebate for each Provider.

Help Article:  Configuring a Doctor's Settings for the Patient Portal

 

Do patients see all invoices, for example no-gap invoices billed directly to their health funds via Eclipse? Or can you choose which invoice will be displayed in the Portal?

There is a toggle option at the bottom of the invoice which allows you to choose if it will be published to the Patient Portal.  Depending on the type of invoice, it may not be visible until it has been paid.  

 

CLINICAL RECORD

How can the patient access their lab results?

The patient can access their results in the Patient Portal > My Results section.  The practice will need to have turned on the setting to allow the results to be sent to the Portal.  When a Provider accepts a result they can choose to Accept and Publish it to the Patient Portal.  

Help Articles:  Clinical Information in the Patient Portal, Patient Portal Setup Guide, Processing My Lab Results

 

Can lab results be manually added to the portal after being accepted by a Provider? For example, if a patient requested the results at a later time?

The ability to send a particular result is currently only available at the time of accepting the result.

Help Article:  Processing My Lab Results

 

Can we choose which Documents or Letters are published to the Patient Portal?

If the setting is turned on, currently all the Documents and Letters will be available for the patients.  

Help Article:  Patient Portal Setup Guide, Patient Guide to the Patient Portal

 

DEVICES 

Is there a phone app coming?

There is no app however the Patient Portal is now device friendly. The patient can access the Patient Portal on their tablet or phone browser - we recommend Chrome for the best experience.  

 

NOTIFICATIONS

Will the Patient Portal notify the patient if they have something to review?  For example, an invoice has been sent to their Portal?

The Patient Portal is unable to send notifications directly to patients.  

 

Will the Patient Portal advise a patient if a new referral is needed?

Yes.  After logging into the Patient Portal, in the top right corner there is a notification bell icon that will appear if the current referral will be expired for the appointment.  It will also advise that the patient can upload the referral through the Patient Portal > Upload section.   

 

What happens after a patient books an appointment in the Patient Portal?

The appointment will appear on the Scheduler.  

 

ONLINE PAYMENTS:  COMING SOON!

Can the patient process the Medicare rebate themselves after paying their invoice through Online Payments?

Yes.  If an invoice is eligible for a Medicare rebate, this will be automatically sent after the payment has been processed.  The patient will receive their rebate in 2-3 days.  

Help Article:  Paying an Unpaid Invoice on the Patient Portal - Coming Soon!

 

PATIENT PORTAL ACCESS

If we give a parent access to the Patient Portal on behalf of a child, does this create a file for the parent?

With the new Patient Portal Access system you will only need to add their details in this area and a file will no longer be created for the parent.  

Help Articles:  Inviting a Patient to the Patient Portal, Managing Patient Portal Access

 

How do we invite a new patient to the Patient Portal?

You can quick-add a patient when making an appointment, or you could add the patient through the Patient menu and send them the invitation. The patient will then be able to review the details you have entered when they first access the Portal.

Help Articles:  Inviting a Patient to the Patient Portal

 

PERSONAL DETAILS

Can patients update the account holder details with this update?

If a patient needs to update the account holder details, they will need to contact the practice.  

 

Is the Health Check Survey/Patient Questionnaire mandatory?

The survey is not mandatory to complete.  The patient will see that there is a task to complete in the Things to Do box on the home page.  They will also be able to save their progress and see when they have completed the task.  

Help Articles:  Adding a Patient Questionnaire or Health Check Survey to the Patient Portal, Completing a Survey on the Patient Portal

 

Can the patient update their personal details in the Patient Portal?

The patient will be able to update their profile when they first access the Portal. Any updates after that will need to be managed by the practice.

Help Articles:  Logging into the Patient Portal

 

If a patient updates their personal details, where will that be shown in Clinic to Cloud?

If a patient updates their personal information, it will be saved immediately into the patient demographics, the same as if you had entered them in the practice.

 

If a patient completes the Health Check Survey/Patient Questionnaire, where will this be shown in Clinic to Cloud?

The completed checklist will be available in the Patient Demographics > Checklist tab.

Help Articles:  Adding a Patient Questionnaire or Health Check Survey to the Patient Portal

 

SETTINGS

Is my Clinic to Cloud ID displayed on the Patient Portal?

Only the name of your practice will be shown on the Patient Portal.  

 

Do I have to allow patients to make appointments on the Patient Portal?  How can I control which appointment types are available for patients in the Patient Portal?

By using the Patient Portal Settings and the Doctor's User Settings you can control whether a Provider is available for bookings on the Portal, and which appointment types are available.  

Help Article:  Patient Portal Setup Guide, Configuring a Doctor's Settings for the Patient Portal

 

How do I set the estimated fees for the appointment type?  What if I don't want to show an estimated fee?

The estimated cost is set in the Doctor User Settings > Fee Settings.  You can define the estimated fee and rebate, list the appointment as No Charge or turn off showing fees per appointment type as well as provide a disclaimer note for the patient.  

Help Article:  Configuring a Doctor's Settings for the Patient Portal

 

Can I choose how long to hold results for before publishing them to the Patient Portal?

Using the Patient Portal Settings > Customisation tab you can set this time frame.  There are interval options up to 3 months.  

Help Article:  Patient Portal Setup Guide

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