National Coronavirus Helpline

Healthdirect mediRecords

MediRecords & Healthdirect Australia delivers the National Coronavirus Helpline

National Coronavirus Helpline
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Matthew Galetto

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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Matthew Galetto

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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
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    Matthew Galetto

    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 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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    Matthew Galetto

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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
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      Matthew Galetto

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

      Patient Engagement

      TeleHealth

      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

      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 Claiming

      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

      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

      Clinivid Logo
      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.
      StanfieldIT

      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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      Matthew Galetto

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        Product Update August 2019

        Product Update August 2019

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        Matthew Galetto

        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.
        MG-Profile
        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.
        Katja-Profile
        Dr Katja Beitat,
        CEO, Clinivid
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        Matthew Galetto

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          Product Update. January 2019

          Product Update. January 2019

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          Matthew Galetto

          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
          Past_consult
          past_consult 2

          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
          Results_preview
          Results_preview 2

          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:
          expanded_clinical_view
          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!

          Web_Staff 7

          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
          Web_Staff-5

          The MediRecords team is here to help!

          Sydney-Office
          Brisbane-Office
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            Product Update. December 2018

            Product Update. December 2018

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            Matthew Galetto

            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
            auto-save
            letter-template-enhancements

            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.
            telehealth_billing_module

            We also offer some services that can help!

            Web_Staff 7

            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
            Web_Staff-5

            The MediRecords team is here to help!

            Sydney-Office
            Brisbane-Office
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            Matthew Galetto

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              Product Update. October 2018

              Product Update. October 2018

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              Matthew Galetto

              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.
              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.
              patient_payment_refund

              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.
              telehealth_billing_module

              What's Next?

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              Matthew Galetto

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                Product Update. July 2018

                Product Update. July 2018

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                Matthew Galetto

                Once again the development team at MediRecords has been busy releasing a number of enhancements that will improve the overall experience for clinical and administration staff alike:

                Billing Enhancements:

                Creating invoices for anaesthetic, diagnostic and oncology services has never been easier with new tools available from the Invoice window. Easily apply complex billing rules with the click of a button.
                Billing-Enhancement

                Referral Management:

                Record a referrals ‘First Used Date’ and an Improved workflow for creating, filtering and managing referrals and contacts. Create new referrals and referral contacts from appointments, invoices and patient records
                Todays Notes Enhancement

                Today’s Notes enhancement:

                All your clinical activities are now captured by default and added into your consultation notes. This includes New letters and investigation requests and each will include a quick link to the document or request

                Actions hoverstate:

                Wherever you see an open padlock, hover over it to quickly view who created and updated that activity or document and when

                Appointments hoverstate:

                You can now hover over an existing appointment to reveal who created or updated an appointment and when
                Appontment Hover State

                What's Coming!

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                  Big updates – Just in time for Christmas!

                  Devices

                  Big updates – Just in time for Christmas!

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                  Matthew Galetto

                  We thought long and hard to find the perfect gift for our MediRecords subscribers this Christmas.  We checked our list twice (our ideas list) for all the requests for improvements and new features, and pulled together a bumper update to bring plenty of Christmas cheer to all clinics in the MediRecords community.

                  If you’d prefer to watch and listen to the smooth dulcet tones of Michael showcasing the recent enhancements, you can check out a short video here:

                   

                  Appointments Enhancements

                  The appointments calendar is a highly visited section in MediRecords, so it’s no surprise we receive loads of suggestions on how to make it even more powerful.  Drum roll please…
                  View calendar by appointment type Do you prefer to manage your appointment calendar by type, instead of status?  Well, now you can in MediRecords!  If you prefer to keep your calendar by appointment type, you can leave it just the way it is.  Make your choice under the new “Colour Palette” option under the Appointment settings for your clinic:
                  Operating hours

                  Go to More, Settings, Appointments, then your Clinic to view the calendar by “Appointment Status” or “Appointment Type”

                  Customised appointment types

                  Previously, you could only choose from a set list of appointment types in MediRecords. We’ve recognised that you know what is best for your clinic, so we have given you complete control. Yep, you can go to town with custom appointment types, including name, default time, colour and even choose an icon! The great thing is, these changes aren’t just restricted to the MediRecords practice management system, they flow down to the online Appointments booking system and the Patient Mobile App.

                  Customised appointment sessions

                  You can now create custom appointment sessions for the entire practice or for individual practitioners. This means you can create custom names, times, and colours for each session. This functionality is particularly handy if you only want to accept particular types of appointments at particular times.

                  Holidays by practitioner

                  Just in time for the Christmas holidays! We have extended out the holiday capability in MediRecords to now allow holidays for individual providers. In the past, you could only set holidays for the entire practice.

                   
                   
                  Online Appointments and Patient Mobile App

                  We’ve spoken with so many practitioners who see the benefits of offering online appointment booking to patients, but have resisted because they want greater control of what appointment types are booked where.  Well, resist no more – we have solved that problem!

                  Do you only want to allow patients to book initial consults at specific times with specific practitioners?  How about offering online appointments for customised durations?  It’s all possible now in MediRecords!

                  You will not see this level of real-time, integrated complexity made so simple with any other online booking system in Australia, and you have access to it today.  Thanks Santa!

                  Find out more about the MediRecords Online Appointment Bookings and check out the interactive demo via this link.

                  To learn more about how to use all of these new features in the appointment calendar check out all these new knowledgebase articles:

                  Secure Messaging

                  You can now send outbound messages via Health Link, and also connect with Medical Objects.

                  Letter-writer

                  Did someone say more letter-writer enhancements?!  We’ve listened carefully to your feedback, and made it much more user-friendly by simplifying certain areas and making some changes behind the scenes. We have also resolved some bugs that caused issues with text not playing as nice as it should.  Oh, and, we have also done some housekeeping within the letter-writer to make it easier to create your own templates.

                  Even more updates!

                  New Knowledgebase
                  Our new knowledge base is up!  With close to 1,000 help articles, this is where to go if you need to know something about MediRecords.  Our shiny new Knowledgebase is easier to navigate, nicer to look at, faster for us to update, plus you can leave comments if you want clarification on particular articles.

                  If you have a suggestion for a new article, please contact us at support@medirecords.com

                  You might also notice the help question marks linked to the old knowledge base have been removed throughout MediRecords.  You can access our knowledgebase via support.medirecords.com, or click on the Person icon in MediRecords, then “Help and Support”:


                  Access the new  Knowledgebase at support.medirecords.com, or via “Help and Support” in MediRecords

                  Additional Support Packages
                  Even though MediRecords is intuitive and self-service, sometimes it’s just not possible to block out the time from your busy schedule to configure things the way you want.  Never fear! Leave it with us to make things run just the way you need it.  For more information, check out our “Service Packages” at this link.

                  Status Page
                  As we continue to invest in monitoring capability and developing at MediRecords, we now have a Status Page: status.medirecords.com.  Here you can monitor any known issues with MediRecords, and also subscribe for technical updates such as planned maintenance.  We encourage everyone to subscribe to the status page by clicking here.

                  Subscribe for important updates about planned maintenance at status.medirecords.com

                  The beauty being in the cloud is that all of these updates are now live in MediRecords; you don’t need to do anything except dive in and get busy!

                  Thank to all our valued member of the MediRecords community this year.  We wish you a wonderful Christmas and New Year break.  If you’re not using MediRecords yet, you can register for an interactive webinar by contacting support@medireccords.com, or start up a free trial of MediRecords here.

                  We will be working hard on the business days between Christmas and New Years, so if you do need support during that time please get in touch via chat, email or phone as usual.  Otherwise, we look forward to speaking with you again in 2018!

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