Annual Report 2017-18

Performance measure results - Health

Program 1.2 Services to the Community—Health—Performance overview.

Performance measure Met

1. Satisfaction with Medicare provider service delivery: Practitioners.

Yes

2. Satisfaction with Medicare provider service delivery: Pharmacists.

Yes

3. Satisfaction with Medicare provider service delivery: Practice managers.

Yes

4. Customer satisfaction: Achievement of customer satisfaction standards.

No

5. Achievement of digital service level standards: Medicare Benefits Schedule digital claiming rate.

Yes

6. Achievement of digital service level standards: Departmental interactions completed via digital channels.

Yes

7. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access.

Yes

8. Achievement of payment quality standards: Medicare: Delivery of accurate medical benefits and services.

Yes

9. Achievement of face-to-face service level standards: Average wait time.

Yes

10. Achievement of telephony service level standards: Average speed of answer: Pharmaceutical Benefits Scheme Authorities and My Health Record Providers.

Yes

11. Achievement of telephony service level standards: Average speed of answer: Providers.

Yes

12. Achievement of telephony service level standards: Average speed of answer: Customers.

Yes

13. Achievement of processing service level standards: Claims processed within standard.

Yes

14. Achievement of payment integrity standards: Medicare: Completed interventions with customers for compliance purposes.

Yes

Criterion 1. Satisfaction with Medicare provider service delivery: Practitioners

Details 1. Satisfaction with Medicare provider service delivery: Practitioners.

Target

≥70% of General Practitioners are satisfied with or neutral towards the services provided.

Method

Survey.

Rationale

The provision of provider services is a key objective of the department.

Source

2017–18 Corporate Plan, page 10
2017–18 Portfolio Budget Statements, page 38

Results

Achieved. 86.4% of General Practitioners indicated they were satisfied or neutral. General Practitioners indicated a high level of satisfaction with how Medicare ‘respects the rights of people’ and with the ‘accuracy of claims and payments’ made by Medicare. The priority areas for action in 2018–19, as identified by practitioners in the survey, are ‘speed of response’, ‘clarity of item number definitions’ and ‘convenient access to services’.

Year Performance Yearly change Result

2017–18

86.4%

–2.6%

Achieved

2016–17

89.0%

–2.0%

Achieved

2015–16

91.0%

No change

Achieved

Criterion 2. Satisfaction with Medicare provider service delivery: Pharmacists

Details 2. Satisfaction with Medicare provider service delivery: Pharmacists.

Target

≥70% of pharmacists are satisfied with or neutral towards the services provided.

Method

Survey.

Rationale

The provision of provider services is a key objective of the department.

Source

2017–18 Corporate Plan, page 10
2017–18 Portfolio Budget Statements, page 38

Results

Achieved. 95.5% of pharmacists indicated they were satisfied or neutral. Pharmacists indicated a high level of satisfaction with how Medicare ‘respects the rights of people’ and with the ‘accuracy of claims and payments’ made by Medicare. The priority areas for action in 2018–19, as identified by pharmacists in the survey, are ‘speed of response’, ‘level of technical support provided’ and ‘convenient access to services’.

Year Performance Yearly change Result

2017–18

95.5%

1.5%

Achieved

2016–17

94.0%

–5.0%

Achieved

2015–16

99.0%

No change

Achieved

Criterion 3. Satisfaction with Medicare provider service delivery: Practice managers

Details 3. Satisfaction with Medicare provider service delivery: Practice managers.

Target

≥70% of practice managers are satisfied with or neutral towards the services provided.

Method

Survey.

Rationale

The provision of provider services is a key objective of the department.

Source

2017–18 Corporate Plan, page 10
2017–18 Portfolio Budget Statements, page 38

Results

Achieved. 86% of practice managers indicated they were satisfied or neutral. Practice managers indicated a high level of satisfaction with how Medicare ‘respects the rights of people’ and with the ‘accuracy of claims and payments’ made by Medicare. The priority areas for action in 2018–19, as identified by practice managers in the survey, are ‘consistency of information and advice’, ‘speed of responding’ and ‘convenient access to services’.

Year Performance Yearly change Result

2017–18

86.0%

4.0%

Achieved

2016–17

82.0%

–5.0%

Achieved

2015–16

87.0%

–1.0%

Achieved

Criterion 4. Customer satisfaction: Achievement of customer satisfaction standards

Details 4. Customer satisfaction: Achievement of customer satisfaction standards.

Target

≥85% of survey respondents are satisfied overall with their most recent interaction.

Method

Survey.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 10
2017–18 Portfolio Budget Statements, page 38

Results

Not achieved. 83.7% of customers were satisfied. This represents an improvement of 2 percentage points over the result for 2016–17. The department’s highest performing attributes were ‘fair treatment’ (94.2%) and ‘communication’ (92.1%). The lowest performing attributes were ‘time to receive service’ (68.2%) and ‘ease of access’ (78.1%).

Year Performance Yearly change Result

2017–18

83.7%

2.0%

Not achieved

2016–17

81.7%

4.1%

Not achieved

2015–16

77.6%

–4.9%

Not achieved

Criterion 5. Achievement of digital service level standards: Medicare Benefits Schedule digital claiming rate

Details 5. Achievement of digital service level standards: Medicare Benefits Schedule digital claiming rate.

Target

≥96% of Medicare claimed services are lodged electronically across all digital Medicare service channels.

Method

Data mining.

Rationale

Encouraging digital claiming is a key objective of the department.

Source

2017–18 Corporate Plan, page 11
2017–18 Portfolio Budget Statements, page 38

Notes

This performance measure commenced in 2015–16.

Results

Achieved. 97.9% of Medicare claimed services were lodged electronically across all digital Medicare service channels. The department continued to engage extensively with practices, health professionals and the medical software industry to increase the rate of digital Medicare claiming.

Year Performance Yearly change Result

2017–18

97.9%

0.8%

Achieved

2016–17

97.1%

1.0%

Achieved

2015–16

96.1%

N/A

Achieved

Criterion 6. Achievement of digital service level standards: Departmental interactions completed via digital channels

Details 6. Achievement of digital service level standards: Departmental interactions completed via digital channels.

Target

≥5% increase in the total number of interactions conducted via digital channels compared with 2016–17.

Method

Data mining.

Rationale

Encouraging digital claiming is a key objective of the department.

Source

2017–18 Corporate Plan, page 11
2017–18 Portfolio Budget Statements, page 38

Notes

This performance measure commenced in 2015–16.

Results

Achieved. There was an 8.2% increase in the total number of interactions completed through digital channels compared to 2016–17. The department continues to target its effort in areas where available evidence indicates improved digital take-up could be achieved.

Year Performance Yearly change Result

2017–18

8.2%

N/A

Achieved

2016–17

6.2%

N/A

Achieved

2015–16

5.3%

N/A

Achieved

Criterion 7. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access

Details 7. Achievement of digital service level standards: Availability of ICT systems that support 24/7 customer access.

Target

ICT systems that support 24/7 customer access are available ≥98% of the time.

Method

Data mining.

Rationale

Continuous access to digital claiming is a key objective of the department.

Source

2017–18 Corporate Plan, page 11
2017–18 Portfolio Budget Statements, page 38

Notes

This performance measure commenced in 2015–16.

Results

Achieved. ICT systems that support 24/7 customer access were available 99.6% of the time. The strong result can be attributed to modernisation of the technologies used to provide departmental services and migration off old technology to the current industry standard.

Year Performance Yearly change Result

2017–18

99.6%

0.2%

Achieved

2016–17

99.4%

No change

Achieved

2015–16

99.4%

N/A

Achieved

Criterion 8. Achievement of payment quality standards: Medicare: Delivery of accurate medical benefits and services

Details 8. Achievement of payment quality standards: Medicare: Delivery of accurate medical benefits and services.

Target

≥98% of medical benefits and services are delivered accurately.

Method

Data mining.

Rationale

The delivery of accurate medical benefits and services is a key objective of the department.

Source

2017–18 Corporate Plan, page 11
2017–18 Portfolio Budget Statements, page 38

Results

Achieved. 98.8% of medical benefits and services were delivered accurately. The department continues to invest in its people, ensuring they have the necessary skills to meet this performance measure and providing supporting tools such as the Medicare Quality Control Strategy (consistent with the department’s National Quality Framework).

Year Performance Yearly change Result

2017–18

98.8%

–0.3%

Achieved

2016–17

99.1%

1.1%

Achieved

2015–16

98.0%

No change

Achieved

Criterion 9. Achievement of face-to-face service level standards: Average wait time

Details 9. Achievement of face-to-face service level standards: Average wait time.

Target

The average length of time a customer waits to access face-to-face services in the department’s service centres is ≤15 minutes.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 12
2017–18 Portfolio Budget Statements, page 38

Results

Achieved. The average wait time was 13 minutes and 14 seconds. The department continues to meet the target. Continued focus is being given to improving the take-up of Medicare digital claiming and moving more services online to reduce the need for customers to attend a service centre.

Year Performance Yearly change Result

2017–18

13 minutes
14 seconds

2 minutes
43 seconds

Achieved

2016–17

10 minutes
31 seconds

2 minutes
23 seconds

Achieved

2015–16

8 minutes
8 seconds

43 seconds

Achieved

Criterion 10. Achievement of telephony service level standards: Average speed of answer: Pharmaceutical Benefits Scheme Authorities and My Health Record Providers

Details 10. Achievement of telephony service level standards: Average speed of answer: Pharmaceutical Benefits Scheme Authorities and My Health Record Providers.

Target

The average length of time a Pharmaceutical Benefits Scheme (PBS) Authority or My Health Record provider waits to have a call answered through the department’s telephony services is ≤30 seconds.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 12
2017–18 Portfolio Budget Statements, page 39

Results

Achieved. The average speed of answer was 30 seconds. This represents an improvement on 2016–17 and the performance measure has been met. Recruitment and increased training of telephony staff has resulted in increased flexibility and responsiveness to peaks and troughs in call volumes. The department is also working to increase the uptake of the online PBS authorities system.

Year Performance Yearly change Result

2017–18

30 seconds

–10 seconds

Achieved

2016–17

40 seconds

No change

Not achieved

2015–16

40 seconds

15 seconds

Not achieved

Criterion 11. Achievement of telephony service level standards: Average speed of answer: Providers

Details 11. Achievement of telephony service level standards: Average speed of answer: Providers.

Target

The average length of time a provider waits to have a call answered through the department’s telephony services is ≤2 minutes.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 12
2017–18 Portfolio Budget Statements, page 39

Results

Achieved. The average speed of answer was 1 minute and 53 seconds. Recruitment and increased training across all telephony staff has resulted in increased flexibility and responsiveness to peaks and troughs in call volumes.

Year Performance Yearly change Result

2017–18

1 minute
53 seconds

–3 seconds

Achieved

2016–17

1 minute
56 seconds

29 seconds

Achieved

2015–16

1 minute
27 seconds

2 seconds

Achieved

Criterion 12. Achievement of telephony service level standards: Average speed of answer: Customers

Details 12. Achievement of telephony service level standards: Average speed of answer: Customers.

Target

The average length of time a customer waits to have a call answered through the department’s telephony services is ≤7 minutes.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 12
2017–18 Portfolio Budget Statements, page 39

Results

Achieved. The average speed of answer was 6 minutes and 56 seconds. The introduction of Managed Telephony Services and recruitment and increased training across all telephony staff has resulted in increased flexibility and responsiveness to peaks and troughs in call volumes.

Year Performance Yearly change Result

2017–18

6 minutes
56 seconds

22 seconds

Achieved

2016–17

6 minutes
34 seconds

–17 seconds

Achieved

2015–16

6 minutes
51 seconds

1 minute
41 seconds

Achieved

Criterion 13. Achievement of processing service level standards: Claims processed within standard

Details 13. Achievement of processing service level standards: Claims processed within standard.

Target

≥82% of claims processed within standard.

Method

Data mining.

Rationale

The provision of customer service is a key objective of the department.

Source

2017–18 Corporate Plan, page 13
2017–18 Portfolio Budget Statements, page 39

Results

Achieved. 97.4% of claims were processed within service level standards, as agreed with partner agencies. A coordinated approach to managing workloads and priorities across the business has contributed to strong performance and achievement of the target.

Year Performance Yearly change Result

2017–18

97.4%

2.0%

Achieved

2016–17

95.4%

–3.9%

Achieved

2015–16

99.3%

0.6%

Achieved

Criterion 14. Achievement of payment integrity standards: Medicare: Completed interventions with customers for compliance purposes

Details 14. Achievement of payment integrity standards: Medicare: Completed interventions with customers for compliance purposes.

Target

≥300 interventions with customers for compliance purposes are completed.

Method

Data mining.

Rationale

Protecting the integrity and accuracy of health payments to members of the public and addressing risks of non-compliance are key objectives of the department.

Source

2017–18 Corporate Plan, page 13
2017–18 Portfolio Budget Statements, page 39

Notes

The target was amended in the 2015–16 Portfolio Additional Estimates Statements due to machinery of government changes. The new figures are not comparable with historical results as provider audits and reviews were transferred to the Department of Health.
The result for this measure was incorrectly reported in 2016–17 as 499. The actual result was 498.

Results

Achieved. 305 Medicare customer compliance interventions were completed. Medicare Customer Compliance activities are designed to protect the integrity and accuracy of health payments to patients and members of the public. Enhanced and targeted profiling has led to higher risk cases being selected for investigation.

Year Performance Yearly change Result

2017–18

305

–193

Achieved

2016–17

498

N/A

Achieved

2015–16

1557

N/A

Achieved

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Page last updated: 17 April 2019