Provider Factsheet - Documentation and Record Keeping

Compliance monitoring has identified evidence of poor record keeping by contracted service providers (providers). This compromises both the continuity of client care and provider’s ability to substantiate claims. Providers will be required to reimburse any unsubstantiated claims. The information below should assist to improve record keeping compliance.

Contracted Service Providers (providers) are required to create and maintain records for Hearing Services Program (program) clients, and if requested by the client forward the client file to another provider. They are also required to keep records of compliance with practitioner and site management.

Good documentation of client services and compliant record keeping ensures both the continuity of client care and the provider’s ability to substantiate program claims. Providers are required to reimburse unsubstantiated claims to the Commonwealth.

Program requirements

Client records

The Hearing Services Program (Voucher) Instrument 2019, Section 26 and the Service Provider Contract (the Contract), Clauses 11 and 13 require providers to

Service management records

The Hearing Services Program (Voucher) Instrument 2019, Section 38 and the Service Provider Contract (the Contract), Clauses 8, 10, 23 and Schedule A require providers to retain the following records for at least 7 years

Tips to improve record keeping compliance

Providers must ensure

Examples of non-compliance

Compliance Monitoring

Program requirements are monitored in accordance with the programs’ Compliance Monitoring and Support Framework. Please note that if any invalid claims are identified, providers must reimburse the Commonwealth and may be required to reimburse clients.

 

Documentation and Record Keeping (PDF 236 KB)