Note:

• For Better Access telehealth services (including MHTPs), eligible patients must have had at least one face-to-face appointment in the previous 12 months with a GP or PMP.  
• Phone level C and D appointments are only available to MyMedicare registered patients at their MyMedicare practice.
• Phone and video level C, D or E appointment attract ‘triple’ bulk billing incentives for MyMedicare registered patients at their MyMedicare practice.

Preparation

• Assemble your QI/data team: Include clinical, admin, and IT staff.
• Back up your database: Always back up before making bulk changes.
• Ensure access to POLAR or equivalent audit tool: For reporting and cross-checks.
• Review relevant guides:
• Best Practice Knowledge Base
• Medical Director: Medical Director Help

Step-by-step guide

Step 1: Identify High-Risk Mental Health Patients with Current Diagnosis and MHTP

Best Practice Premier

• Search for patients with a current mental health diagnosis and a MHTP in place:
• Go to Utilities > Search > Patients.
• Set criteria for mental health diagnoses (e.g., bipolar, schizophrenia, severe depression) and filter for those with a Mental Health Treatment Plan (MHTP).
• Export or print the list for review.
• Best Practice Knowledge Base

Medical Director

• Search for patients with a current mental health diagnosis and a MHTP in place:
• Go to Search > Patients.
• Filter by diagnosis (e.g., bipolar, schizophrenia, severe depression) and by those with an active MHTP.
• Export or print the list for review.
• Medical Director Help

Step 2: Identify Patients Who Require/Prefer Telehealth

• Review the list with clinicians to determine which patients are high-risk, have barriers to in-person care, or have previously indicated a preference for telehealth.
• Identify which of those patients are currently registered or not registered for MyMedicare with the general practice.
• Engage patients not registered for MyMedicare to voluntarily register as appropriate.
• Add a flag or note in the patient record for those who should be prioritized for phone/video appointments.

Step 3: Schedule and Offer Telehealth Appointments

• Contact eligible patients (via phone, SMS, or email) to offer a telehealth appointment.
• Use recall or appointment systems to schedule and document telehealth appointments.
• Provide instructions to patients on how to access phone or video consultations.

Step 4: Documentation and Follow-Up

• Record all contact attempts, patient preferences, and appointment outcomes in the patient record.
• Update the register to reflect telehealth appointments and any changes to the care plan.
• Track the number of patients identified, contacted, and who attended telehealth appointments.
• Reflect as a team: What worked? What could be improved for next cycle?

Key Tips and Resources

• Use the following MyMedicare Registration Checklist to support your practice processes related to informed consent and MyMedicare registration - MyMedicare Registration Checklist.docx
• Best Practice Premier:
• Best Practice Knowledge Base
• Medical Director:
• Medical Director Help

Summary Table