National Coronavirus Helpline

Healthdirect mediRecords

MediRecords & Healthdirect Australia delivers the National Coronavirus Helpline

Matthew-Galleto

Matthew Galleto

National Coronavirus Helpline

MediRecords & Healthdirect Australia delivers the National Coronavirus Helpline

 

·         Healthdirect Australia set up the Australian Government’s National Coronavirus Helpline.

·         MediRecords technology enabled the build of a bespoke call centre management solution.

·         New management model centralises and standardises data from multiple call centres in order to meet high caller demand.

We are delighted to announce that MediRecords was chosen by Healthdirect Australia to provide the clinical administration system behind the National Coronavirus Helpline.

The National Coronavirus Helpline is an integral part of the Australian Government’s response to the Coronavirus (COVID-19) pandemic. The helpline was directed to rapidly scale-up in March 2020 to become a go-to source of truth for the public during a time of significant change and high anxiety.

The scale-up required Healthdirect Australia to quickly add hundreds more staff to the helpline, calling on call centre providers from around the country to meet demand. To achieve this, Healthdirect Australia needed a service provider agnostic call centre management platform.

A fast and scalable response

Healthdirect Australia’s Chief Technology Officer, Grant Sayer, says, “We quickly realised that scaling up the service to meet the capacity of calls we were expecting would involve a total rebuild of the telephony and data management system.

“Under normal circumstances building a new telehealth service would take a few months, but we really only had a few days. The new service needed to be standardised so that a panel of call centre providers could use it, have shared access to encounter records and we could leverage consistent data, and it needed to be centralised so we could manage it effectively.

“With over a decade of experience in delivering health helplines, we had a good idea of how the new model could be set up and we knew that we needed to call on the expertise of key industry partners MediRecords, VoiceFoundry, and Amazon Web Services (AWS) technology to make it happen in time,” he said.

MediRecords and Healthdirect Australia were able to move very quickly, standing up a robust and scalable telehealth service which managed clinical and general calls in just one weekend.

The technology solution

MediRecords technology and AWS enabled the build of the bespoke call centre management solution for the National Coronavirus Helpline. It is delivered through Amazon Connect which provides a cloud-based telephony system and contact routing.  

MediRecords provided the clinical administration system, which we quickly set-up to fit the specifications of the helpline through a seamless integration with Amazon Connect. MediRecords acts as the database for information collected by call handlers on each call.

The electronic health record system provided by MediRecords enables our call handlers to record up-to-date, relevant clinical encounter information from each caller. From the start, this de-identified data has been a source of valuable information to provide to the government as they continue to deal with COVID-19,” says Grant Sayer.

Founder and CEO of MediRecords, Matthew Galetto, said, “Integrating a call telephony system with an electronic health record system configured with COVID-19 encounter response forms within a few days was only possible because of the collaborative working relationship between AWS, Voice Foundry, and MediRecords led by Healthdirect.”

“Bringing together expert organisations enabled the service to be delivered on time to support the Australian government and the worried public during a difficult time,” Mr Sayer concluded.

About Healthdirect Australia

Healthdirect Australia is a national, government-owned, not-for-profit organisation delivering a range of telehealth services to provide every Australian with access to trusted health information and advice, when and where they need it.

About MediRecords

MediRecords is an Australian owned provider of cloud-based electronic medical record and practice management systems. Founded in 2014, their clients range from individual GP and specialist practices to enterprise scale healthcare providers across Australia.

Available for interview:

·         Grant Sayer, CTO, Healthdirect Australia

 

·         Matthew Galetto, Founder and CEO, MediRecords

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Coronavirus clinical coding concepts now available in MediRecords

Coronavirus clinical coding concepts

Coronavirus clinical coding concepts now available in MediRecords

Coronavirus clinical coding concepts

The National Terminology Service and Australian Digital Health Agency have released an out-of-cycle release of SNOMED CT®‑AU to include additional Coronavirus terms.

The new concepts included are:

840539006 |Disease caused by 2019 novel coronavirus (disorder)

840534001 |2019 novel coronavirus vaccination (procedure)

840544004 |Suspected disease caused by 2019 novel coronavirus (situation)

840536004 |Antigen of 2019 novel coronavirus (substance)

840535000 |Antibody to 2019 novel coronavirus (substance)

840533007 |2019 novel coronavirus (organism)

840546002 |Exposure to 2019 novel coronavirus (event)

MediRecords has been updated to include this latest release. This means that Coronavirus terms are now available as a reason for visit, as a diagnosis and reason for script. 

For more information regarding this release click here.

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Great New Features Added in 2019

Great features added in 2019

Great New Features Added in 2019

Great features added in 2019

Here’s a sample of a few of the great new features we added to MediRecords in 2019…

Patient Engagement

Telehealth Consultations

MediRecords partners with Coviu to deliver a seamless Telehealth Consultation experience for providers and patient’s. Begin from the appointment book or waiting room.

2 Way SMS & Email

Patient’s can confirm appointments direct from an SMS or Email appointment reminder. Updates are then reflected in your practices appointment book in real-time.

Improvements to your day

Simplified Claim Resubmission

Resubmitting a failed claim has never been simpler. MediRecords users can now edit and resubmit rejected invoices directly from the claiming dashboard.

The originally failed invoice is archived and the appropriate adjustment made.

Appointment Enhancements

MS’ sent from the appointment book can now be non appointment related. You can free text the content or simply select another SMS template to be used.
Your SMS balance is now visible from this screen so you can text and send with confidence.

Partners & Integrations

In August this year, MediRecords partnered with Clinivid to provide a secure alternative for mulotidisciplinary care teams to communicate, share advice and files for improved holistic patient care.

Stanfield IT

MediRecords partnered with Standfield IT in September to help practices leverage the best technology has to offer and bring their entire practice operations to the cloud. No more servers, no more paper just 100% pure cloud

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Medicare Claiming Web Services

Medicare claiming web services

The Department of Human Services are upgrading their digital health and aged care channels. The following MediRecords claiming channels will move from the current adapter technology to web services:

 

  • AIR
  • Medicare Online
  • ECLIPSE channel

 

Practice owners and doctors are likely to start receiving notifications of these pending changes over the coming months.

 

Don’t worry, these services won’t switch over to web services until March 2022. The MediRecords team are already working with the Department to upgrade our systems during 2020 for Bulk Bill, DVA and PCI. Medicare Eclipse Claiming will follow during 2021 as and when the Department open up the channel for production use from March 2021.

 

What does this mean for MediRecords customers?

 

There is NO impact to our existing or new customers. In fact, the on-boarding, setup & configuration of Medicare Claiming Services will be simpler once we fully implement the new web services technology. Error messaging and rejection management is also likely to improve under the new technology platform.

 

If you would like to find out more information click here.

Product Update August 2019

Product Update August 2019

Using an automated but configurable email service, practices are able to send email reminders directly to the patient when an appointment is created, modified or cancelled. Patients can confirm their appointment and add the appointment details directly into their calendar with reminder notifications using Google Calendar, iCal or Outlook. To configure email appointment reminders, simply enable “Send Email Notification to Patient’ from the providers appointment preferences. For more information see the following article.
Patients can now confirm their appointments using the MediRecords two-way SMS confirmation service. Unlike other solutions, MediRecords SMS confirmations are guaranteed to link to the exact appointment for which the reminder is being sent. To take advantage of this new feature, simply add the mail merge field to your SMS reminder template. This will include a link that your patients can click to confirm or cancel appointment. For more information on how to configure two-way SMS please see our support library.

Patient’s can confirm appointments direct from an SMS or Email appointment reminder. Updates are then reflected in your practices appointment book in real-time.

Patients can now confirm their appointments using the MediRecords two-way SMS confirmation service. Unlike other solutions, MediRecords SMS confirmations are guaranteed to link to the exact appointment for which the reminder is being sent. To take advantage of this new feature, simply add the mail merge field to your SMS reminder template. This will include a link that your patients can click to confirm or cancel appointment. For more information on how to configure two-way SMS please see our support library.

Patient’s can confirm appointments direct from an SMS or Email appointment reminder. Updates are then reflected in your practices appointment book in real-time.

MediRecords has partnered with Clinivid, a cloud-based clinical communication platform that provides a secure alternative for multidisciplinary care teams to communicate, share advice and files for improved holistic patient care.The user experience is intuitive with an end-to-end clinical workflow starting with an integrated patient search and ending with the seamless flow of clinical information from Clinivid back into MediRecords ensuring that the patient longitudinal record is complete.
MediRecords has partnered with Clinivid, a cloud-based clinical communication platform that provides a secure alternative for multidisciplinary care teams to communicate, share advice and files for improved holistic patient care.The user experience is intuitive with an end-to-end clinical workflow starting with an integrated patient search and ending with the seamless flow of clinical information from Clinivid back into MediRecords ensuring that the patient longitudinal record is complete.
Matthew Galetto
Founder & CEO, MediRecords
MediRecords has partnered with Clinivid, a cloud-based clinical communication platform that provides a secure alternative for multidisciplinary care teams to communicate, share advice and files for improved holistic patient care.The user experience is intuitive with an end-to-end clinical workflow starting with an integrated patient search and ending with the seamless flow of clinical information from Clinivid back into MediRecords ensuring that the patient longitudinal record is complete.
Dr Katja Beitat,
CEO, Clinivid

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Product Update. January 2019

Product Update. January 2019

We hope you enjoyed the Christmas break.
You might have noticed we recently made some changes to MediRecords. By reducing the number of ‘clicks’, these enhancements provide clinical users greater access to their patient data.

Past Consultations Preview

Preview and print a patient’s entire consultation history. Add Tasks, Clinical Actions, Book Appointments, send Instant SMS messages and more from this view

Investigation Results Preview

Easy access to a patients entire results history. Filter by results type, status, send an Instant SMS and more from this view. All actions and updates performed from this view are reflected in the standard results view

Expanded Clinical View

One of our most highly anticipated enhancements yet, the Expanded Clinical View gives you greater access to a patient’s clinical information as you record your notes.
View a patient’s Medical History, Past Consultations, Investigation Results, Letter Correspondence and more with the click of a button as shown below:
This view is packed full of other goodies too with addition of a new Activities box to keep you well informed on overdue and upcoming tasks or recalls and quick access to adding Medical History, Immunisations, Investigation Results, Inbound Letters and Hospitalisations.

We also offer some services that can help!

MediRecords Ideas Page

MediRecords Ideas is a platform for you to have your say on what feature you would like to see in MediRecords. These ‘Aha!’ moments can then be voted on by other users. Popular requests are then added to our Product Road Map

MediRecords Training

Would you like to be a MediRecords expert? Our dedicated team of training professionals offer remote and onsite training options. To find out more, click on the training icon to the left

Service Bundles

Did you know? MediRecords is able to set up and configure your practice, create our user accounts, fee schedules and letter templates for you! These services can be purchased seperately or bundled together for even greater savings! If you’d like to know more, click on the bundle icon to the right

The MediRecords team is here to help!

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Product Update. December 2018

Product Update. December 2018

As part of our continuous improvement strategy MediRecords has made numerous improvements this year that enhance your overall experience, drive operational efficiencies in your practice and improve patient engagement.

Consult Notes Enhancement

We added the ability to capture all clinical activities performed as part of a consult and automatically have them added to your notes. The result? More detailed and structured consult notes for easier record keeping

Letter Template Enhancements

MediRecords users can now create complex letter template resources easier than ever before. Our complete list of mail merge fields ensures you can report on all relevant clinical and patient demographic information

Improved Specialist Billing

Specialist MediRecords subscribers can now enjoy our comprehensive specialist billing module. We now support ECLIPSE claiming including anaesthetic, diagnostic, radiology and oncology services

Telehealth Billing Module

Our new Telehealth Billing Module comes complete with a sophisticated billing rules engine. Simply enter a Telehealth item code, select the Telehealth Service checkbox and the associated item(s) will be added automatically.

We also offer some services that can help!

MediRecords Ideas Page

MediRecords Ideas is a platform for you to have your say on what feature you would like to see in MediRecords. These ‘Aha!’ moments can then be voted on by other users. Popular requests are then added to our Product Road Map

MediRecords Training

Would you like to be a MediRecords expert? Our dedicated team of training professionals offer remote and onsite training options. To find out more, click on the training icon to the left

Service Bundles

Did you know? MediRecords is able to set up and configure your practice, create our user accounts, fee schedules and letter templates for you! These services can be purchased seperately or bundled together for even greater savings! If you’d like to know more, click on the bundle icon to the right

The MediRecords team is here to help!

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Product Update. October 2018

Product Update. October 2018

Our MediRecords development team have been working hard to deliver key features and enhancements that improve your MediRecords experience.

Bulk Scan Upload Enhancement

You can now create new Health Professional Contacts as you upload documents from the Bulk Scan Upload.

Letter Writer Improvement

New mail merge fields are now available, including the ability to add specific past consult notes, investigations and results to your correspondence.

Refunds and Adjustments

Generate refunds against payments directly from the patient record. Once a payment is refunded, an automatic adjustment will be applied to your general ledger.

New Report – Income Summary Report

The Income Summary Report contains a concise summary of payments received and refunds issued across individual practices or your entire account.

Telehealth Billing Module

Our new Telehealth Billing Module comes complete with a sophisticated billing rules engine. Simply enter a Telehealth item code, select the Telehealth Service checkbox and the associated item(s) will be added automatically.

What's Next?

  • NEW Patient Clinical View: A new and an exciting new clinical window to quickly view the full patient clinical record within the today’s notes screen.
  • ERX Prescribing Update: Final rounds of testing for a new eRx update are being completed this week. Complete eRx functionality will return from mid to end of next month.
  • Head Of Family Improvements: Run Medicare validity checks on a patients head of family directly from a new invoice.
  • Letter Writer Enhancement (Cont.): Additional mail merge fields that further enhance your letter writing experience.

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