Patient details in HPOS

A guide to find and verify your patient’s details using Health Professional Online Services (HPOS). Check eligibility, care plans and concessions.

You need a Provider Digital Access (PRODA) account to access HPOS. If you don’t already have an account, find out who can use Find a Patient.

Log in to HPOS using PRODA and use the steps to find your patient’s details or confirm their eligibility for concessions. You can use your patient’s Medicare card, DVA number or personal information.

Log in to PRODA

If you can’t use PRODA, contact the eBusiness Service Centre for assistance.

You need a PRODA account to access and verify your patient details using HPOS. If you can’t use PRODA, please contact the eBusiness Service Centre.

Steps to confirm patient details:

  1. Select the Find a Patient tile.
  2. In the User dropdown menu select Medicare card details.
  3. Enter Patient details using Medicare data.
  4. By accessing this service you’re confirming that you have your patient’s consent to search or confirm their Medicare card details for claiming purposes only. You also agree to maintain the confidentiality of the information you obtain as outlined in HPOS’s Terms of use.
  5. Select the Declaration check box to declare the search is for claiming purposes only.
  6. Select Find.
  7. The Results table will display your patient’s Medicare details. You’ll be prompted if you need to update your records.
  8. From the results table, select Next to view your patient’s profile page.
  9. From your patient’s profile page, select either Claims or Confirm. Use Claims to create a new Medicare bulk bill webclaim or Medicare patient webclaim. Use Confirm to verify your patient’s concessional entitlement status.

HPOS will tell you if the first 9 digits of the Medicare number and your patient’s first name match. This feature helps you find the patient even if there are:

  • issue number errors, for example if the 10th digit of the Medicare number is incorrect
  • IRN errors
  • minor spelling errors in your patient’s first name.

If there’s a mismatch between your patient’s first name and the IRN fields, HPOS shows the IRN linked to the name.

Use the date-of-birth field to help you identify the correct patient. This helps if 2 patients on the card have the same name, such as a father and son both named John.

You need a PRODA account to access and verify your patient details using HPOS. If you can’t use PRODA, contact the eBusiness Service Centre for assistance.

HPOS won’t be able to confirm a match if your patient is named on more than one Medicare card.

Steps to search for patient details:

  1. Select the Find a Patient tile.
  2. Select Patient name and Date of birth from the User dropdown menu.
  3. By accessing this service you’re confirming that you have your patient’s consent to search or confirm their Medicare card details for claiming purposes only. You also agree to maintain the confidentiality of the information you obtain as outlined in the HPOS Terms of use.
  4. Enter Patient details using your patient’s name and date of birth.
  5. Select the Declaration check box to declare the search is for claiming purposes only.
  6. Select Find.
  7. The Results table will display your patient’s Medicare details. You’ll be prompted if records need to be updated.
  8. From the results table select Next to view your patient’s profile page.
  9. From your patient’s profile page, select either Claims or Confirm. Use Claims to create a new Medicare bulk bill webclaim or Medicare patient webclaim. Use Confirm to verify your patient’s concessional entitlement status.

When a Medicare card number is unavailable, you can enter personal information to search for your patient. If the system can’t find a unique match for a patient, use the optional fields to refine your search.

The mandatory fields used for searching are:

  • surname/family name
  • first name
  • date of birth.

The optional fields are:

  • if your patient is legally known only by one name
  • postcode
  • locality or suburb.

When HPOS finds a unique match, it will only display your patient’s Medicare card number, IRN and first name.

If HPOS finds a unique match but the first name on the Medicare card is different, HPOS will show any identified differences. You’ll need to check the information and update your records.

If HPOS can’t find a record, it means a unique record couldn’t be identified. It doesn’t mean the person isn’t enrolled or not eligible for Medicare.

We have access to more fields to help identify your patient in the system. If you can’t find a match for:

You can access this service in HPOS with a PRODA account. If you don’t have one, register for an individual PRODA account. Then follow the steps to set up your HPOS access.

Steps to view your patient’s care plan history:

  1. Select the Menu icon in HPOS.
  2. Select View patient care plan history.
  3. Select Find patient record and enter your patient’s Medicare details.
  4. Select Search.
  5. Declare that you have your patient’s consent.
  6. Select Continue.

The search results will display care plan information for your patient including the following:

  • the date of service
  • item numbers
  • description of service, if relevant.

You can only view your patient’s care plan history if all of the following apply:

  • they’re over 18 years of age
  • they’re registered for a Medicare online account
  • they’ve given verbal consent.

A care plan refers to general practice services as part of Chronic Disease Management and the Better Access initiative. They include:

  • General Practitioner (GP) Management Plans
  • Team Care Arrangements
  • Multidisciplinary Care Plans
  • GP Mental Health Treatment Plans.

If your patient hasn’t had a care plan created in the previous 12 months, a message will appear. It will say ‘Enhanced Primary Care plan items not previously paid’.

Delegates can’t access View Patient Care Plan History in HPOS.

You need a PRODA account to access and verify your patient details using HPOS. If you can’t use PRODA, please contact the eBusiness Service Centre.

You can complete multiple patient verification requests with Find a Patient. This isn’t available for pharmacies.

Using multiple patient verification requests, you can search and confirm:

  • multiple patient details in a single request
  • up to a maximum of 50 patients in a request upload.

You’ll get the results in your HPOS inbox within 24 hours of your search. You can only submit one request per day.

Steps to submit a multiple patient verification request:

  1. Select Menu.
  2. Select Multiple details request.
  3. By accessing this service you’re confirming that you have your patient’s consent to search for and/or confirm their Medicare card details for claiming purposes only. You also agree to maintain the confidentiality of the information you obtain as outlined in the HPOS Terms of use.
  4. Download and complete the Multiple details request template file and save this file to your computer.
  5. Select Browse and find your saved file.
  6. Select the Declaration check box to declare the search is for claiming purposes only.
  7. Select Upload to upload the file.

You can access this service in HPOS using a PRODA account. If you don’t have one, register for a PRODA account. Then follow the steps to set up your HPOS access.

Steps to find your patient in HPOS using their Medicare card details:

  1. Log in to HPOS using PRODA.
  2. Select Find a Patient.
  3. From the User dropdown menu, select Medicare card details.
  4. Enter your patient’s Medicare card number, Individual Reference Number (IRN) and first name.
  5. Read and accept the declaration that the search is for claiming purposes only.
  6. Select Find, then your patient’s Medicare details will be displayed. You’ll be prompted if records need to be updated.
  7. Select Next to view your patient’s profile page.

From your patient’s profile page, you can select either:

  • Claims to create a new Medicare Bulk Bill Webclaim or Medicare Patient Webclaim
  • Confirm to verify your patient’s concessional entitlement status.

HPOS will tell you if the first 9 digits of the Medicare number and your patient’s first name match. This helps you find your patient even if there are:

  • issue number errors, for example, the 10th digit of the Medicare number is incorrect
  • IRN errors
  • minor spelling errors in your patient’s first name.

If there’s a mismatch between your patient’s first name and the IRN fields, HPOS will show the IRN linked to your patient’s name.

Use the date-of-birth field to help you identify the correct patient. This helps if two patients on the card have the same name, such as a father and son both named John.

You need a PRODA account to access and verify your patient details using. If you can’t use PRODA, please contact the eBusiness Service Centre.

You can use HPOS Find a Patient to confirm your patient is eligible for the following:

  • concessional Medicare services
  • pharmaceutical items.

If you’re a pharmacy, you must still action all PBS Online claiming rejection and warning messages.

Steps to confirm your patient’s concessional status:

  1. Search for your patient’s details in the Find a Patient service.
  2. By accessing this service you’re confirming you have your patient’s consent to search and/or confirm their Medicare card details for claiming purposes only. You also agree to maintain the confidentiality of the information you obtain as outlined in the HPOS Terms of use.
  3. From the results table, select Next to view your patient’s profile page.
  4. Select the Concessional entitlement tab on the left hand menu.
  5. Enter date of service.
  6. Tick the Declaration box to declare the search is for verification and claiming purposes only.
  7. Select Verify.

The search will return:

  • date of service
  • a concessional entitled result of Yes or No
  • a verification receipt number.

If you need to, use the verification receipt number to contact us. This isn’t available for pharmacies.

Concessional patients must hold or be listed on a Commonwealth concession card at the date of service. We base a patient’s concessional entitlement eligibility on the information we hold at the time the check is completed.

You can print the concessional entitlement verification results.

You need a PRODA account to access and verify patient details using HPOS. If you can’t use PRODA, please contact the eBusiness Service Centre.

You can use Find a Patient to confirm your patient is eligible for DVA concessions.

Steps to confirm a DVA patient’s concessional status:

  1. Select the Find a Patient tile.
  2. Select DVA patient as a search type.
  3. Enter the Veteran file number, first name and surname.
  4. Read the Declaration box and tick to declare the search is for verification and claiming purposes only.
  5. Select Find.

If your patient is eligible for DVA concessions the check will return their:

  • first name
  • surname
  • Veteran file number.
Page last updated: 15 June 2024.
QC 71002