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Aged care online sign-on problems addressed but other issues continue

The most recent difficulties experienced by providers logging into aged care online systems have been resolved, but an alert about current intermittent issues and browser-specific problems when printing electronic client records remains.

Aged care provider peak body Leading Age Services Australia has acknowledged the Department of Human Services’ (DHS) quick response to recent access issues but called for long-term solutions to system problems.

aged care online services featureThe alert, still displayed on the Department of Human Services (DHS) website as of this morning, said “intermittent issues are currently being experienced in Aged Care Online systems.”

It directs users to information on the resolution for error message “Service Not Available” and tips on reducing access issues, which DHS also emailed to aged care providers on Tuesday 19 January.

Aged care providers also experienced difficulties logging into aged care online systems in mid-December, which was when DHS notified users with issues downloading and printing electronic Aged Care Client Records (eACCR) via Internet Explorer to use the Google Chrome browser while the department sought a long-term resolution.

DHS general manager Hank Jongen said the recent difficulties encountered by providers when logging onto aged care online systems were quickly resolved and were not related to user passwords being refreshed.

In mid-December, some users were unable to log on using passwords that were recently refreshed.

Regarding the recent problems, Mr Jongen reiterated the advice in last week’s communique to providers. He said the online systems were designed to allow each registered user to have their own log on credentials and “having more than one user log on to the system with the same set of credentials may cause system issues” and that registered users should not share their log on details with other users.

“The department has not since received any further notification of these types of issues, and continues to work with providers to improve the aged care online systems and meet the expectations of the aged care sector,” Mr Jongen told Technology Review on Friday.

Patrick Reid

Patrick Reid

Leading Age Services Australia CEO Patrick Reid said LASA notified DHS and the Department of Health more than two weeks ago that members were having access issues.

“While the department was quick to respond with an interim solution and speak to those affected, this time of year is particularly busy for aged care providers so it’s critical that system failures are addressed properly and promptly,” Mr Reid told Technology Review.

“We understand that certain types of Internet browsers are still affected but member feedback has abated in the last week. That said, it’s still important a long-term solution is found to this issue,” Mr Reid said.

Mr Jongen said a small number of providers advised DHS in mid-December about difficulties printing eACCRs and payment statements, and accessing the aged care online systems.

He said users experiencing difficulties printing these documents have been advised to install and use the free Google Chrome browser.

“The department develops systems to accommodate a wide range of internet browsers, however in some cases, users may have accessed older technology that is not compatible,” he said.

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