ePIP compliance - frequently asked questions

The following frequently asked questions can assist general practices (practice) that have received a Practice Incentives Program eHealth Incentive (ePIP) compliance letter, better understand the compliance activity and how to contact the Department of Health and Aged Care (the Department).

Why have I received a compliance letter?

You received a letter because your practice is registered for ePIP and it has not uploaded the required number of shared health summaries in one or more quarters.

What should I do if I do not agree with the Department’s assessment?

If you have reviewed your records and do not agree with the assessment made by the Department with regards to your shared health summary upload figures, you can submit a request for review of the decision.

Before submitting your request, please consult the ePIP exemption guidance here .

Please email [email protected]. Your correspondence with the Department should include:

  • the name your practice is registered under for ePIP;
  • your HPI-O number;
  • your PIP practice ID; and
  • evidence of your shared health summary uploads for the relevant quarter, such as an SHS upload report or screenshot taken directly from your clinical software and/or PenCAT. Manually created reports will not be accepted.

Please note: Any evidence provided should not include information that could identify a patient or otherwise compromise their privacy. All supporting information should have individual patient information de-identified prior to submission.

Shared database example:

I operate two or more practices under a shared database arrangement. This has resulted in one or more of my practices being identified as not uploading any shared health summaries.

The Department acknowledges that those practices operating under a shared database arrangement and using software products that only allow one HPI-O number to be used will only show shared health summaries uploaded against a single practice. This means that compliance activity against the other practice(s) may occur each quarter until such time as you update your software to a version that allows multiple HPI-O numbers to be used. You are strongly encouraged to contact your software vendor to consider whether a newer version of your clinical software will allow the uploads from all of your practices to be separately identifiable under a shared database arrangement.

In which situations can I seek an exemption from ePIP requirements due to compelling circumstances?

You can seek an exemption due to compelling circumstances only if your practice experienced ongoing technical difficulties that prevented the upload of shared health summaries for the majority of a quarter.

Before submitting your request, please consult the ePIP exemption guidance here .

Please email [email protected]. Your correspondence with the Department should include:

  • HPI-O number of your practice;
  • PIP practice ID number;
  • evidence of the software used and the technical issues experienced, such as screen shots of error messages, evidence of unsuccessful shared health summary uploads.
  • evidence of contact with your software vendor or IT provider during the payment quarter - such as emails, call log audits, service docket requests, and support letters regarding these technical issues;
  • the steps taken by your software vendor or IT provider to resolve these issues;
  • When these issues were resolved; and
  • any other information or evidence that may support your claim.

Please note: Evidence should not include any information that could identify a patient or otherwise compromise their privacy. All supporting information should have individual patient information de-identified prior to submission.

Can I seek an exemption due to issues with my internet connection?

No. If a practice has been able to upload claims information to Medicare throughout the relevant quarter, it is considered that there has been sufficient access to the internet to also upload shared health summaries during the quarter.

If you believe that you will not be able to meet your minimum upload requirement for the quarter, you are able to opt out of that quarter at any time before the end of the quarter.

Can I seek an exemption due to staffing issues?

No. A practice is able to opt-out of an individual quarter if staffing issues arise that could affect its ability to meet upload targets.

Can I seek an exemption due to insufficient patients with a My Health Record?

No. As of February 2019 over 90 per cent of eligible Australians have a My Health Record. The percentage of registered My Health Record users significantly exceeds the percentage of shared health summary uploads required by each practice. If you do believe that you are unable to participate in the ePIP incentive you may opt out or withdraw at any time.

Can I seek an exemption due to a National Authentication Service for Health (NASH) certificate issue?

No. It is an ePIP eligibility requirement that practices have an up to date NASH certificate and it is the responsibility of practices to be aware of its expiry date. If practices are unable to meet their shared health summary upload requirements, they are able to opt out of that quarter at any time before the end of the quarter via HPOS system. For assistance with your NASH PKI please call 1800 700 199.

How can a Practice find their HPI-O?

A Healthcare Provider Identifier – Organisation (HPI–O) identifies the healthcare provider organisation where healthcare is provided, such as medical practices, hospitals, pathology or radiology laboratories and pharmacies. If your organisation has participated in the My Health Record you would have received a HPI-O.

If you do not know what your HPI-O is, you can find out by checking:

1) the letter you received from Services Australia; or

2) your clinical software that should have been set up with your HPI-O.

Once you have identified your HPI-O, the Department encourages you to enter it into the Health Professional Online Services and ensure all other information is current.

Why have I not received a response to my email I sent to you?

The Department receives a high volume of enquiries that we endeavor to reply to as soon as possible. To enable the ePIP Compliance Team to prioritise your enquiry, please include your reference number and one of the following in the subject line of your email:

  • General Enquiry <CSEXXXXXXXXX>, or
  • Compelling Circumstance <CSEXXXXXXXXX>, or
  • Discrepancies in Shared Health Summary Upload <CSEXXXXXXXXX>.

If you have emailed [email protected], an automated response will be generated advising you that the Department has received your correspondence. 

To ensure the Department can accurately assess your enquiry, please provide all evidence to support your claim in the original email.

Find out about the ePIP exemption review process.

If I have contacted the ePIP Compliance Team but have not received a response will I automatically be issued a formal debt recovery notice?

No, each email will be reviewed and appropriate action will be taken. View the ePIP exemption review process.