General Questions
Q. What is Secure Messaging?
A. Secure messaging facilitates the delivery of clinical documents and other information between healthcare organisations. Messages can be sent directly or through a secure messaging provider, ensuring efficient and secure communication across the healthcare system. Visit the Australian Digital Health agency to learn more about Secure Messaging and it's benefits.
Q. Why is Western Health transitioning to HealthLink as its Secure Messaging Delivery (SMD) provider?
A. Western Health is transitioning to HealthLink to enhance patient care and safety through accurate, timely, and seamless communication.
Q. How will the transition to HealthLink improve our operations?
A. Western Health aims to reduce the time and costs associated with tasks such as paper handling, distribution and duplication. Through our transition to HealthLink as our SMD provider, we are aiming to achieve greater efficiency and effectiveness in our operations.
Q. What types of documents will be transmitted through HealthLink?
A. From October 2024, documents trialed during the HealthLink pilot (listed below) will be made available to the General Practice community as part of the transition to HealthLink and the decommissioning of our legacy system. Final plans will be communicated to you through the Chief Medical Officer and GP Integration Unit.
Clinical documentation that will be sent via HealthLink, includes:
Clinician letters
Cancer multidisciplinary meetings
Inpatient/Emergency discharge summaries
Pharmacy medication lists
Referral encounters
Referral outcomes
Outpatient appointments
Inpatient admissions
Inpatient discharges
Death notifications of inpatients and in emergency departments.
Q. Can I receive medical correspondence from Western Health if I am based interstate?
A. If your clinic is located outside of Victoria, or your clinic’s patients have infrequent contact with Western Health, you will still need to be set up on HealthLink either through your Practice Management Software to receive correspondence from Western Health. As a priority, you should also ensure all your clinic and GP details are up to date with the National Health Services Directory (NHSD).
Q. Is HealthLink secure and reliable?
A. HealthLink’s system complies with the Australian Government’s SMD standards, ensuring that organisations using it meet the government requirements and regulations.
Messages sent through the system are encrypted to ensure security, and users receive acknowledgements confirming successful message delivery.
The transition to HealthLink
Q. When will the transition to HealthLink be complete?
A.The transition to HealthLink will commence in October 2024 and is anticipated to be complete towards the end of 2024.
Q. When will PulseNet be turned off?
A. Practices currently using PulseNet will continue to receive communications via PulseNet until the full transition to HealthLink is complete which is anticipated to be towards the end of 2024.
Q. What do GPs need to do to prepare for the transition to HealthLink?
A. All clinics and the individual providers operating in clinics must verify and update their details directly with the National Health Services Directory (NHSD). As an immediate action, please ensure your practice details and all providers operating at your GP practice are up to date in the National Health Services Directory (NHSD), including fax numbers.
To register on the NHSD please complete the online form found by selecting the 'Register Now' button found at the bottom of the page on the HealthDirect website If you have an existing listing, please email the NHSD team with any updates to [email protected]
This step is crucial to ensure you receive electronic clinical documentation from Western Health.
Q. What are the system requirements for using HealthLink?
A. You can find the system requirements for Windows and MacOS on the HealthLink website, under ‘Help & Support / HealthLink Messaging System (HMS)’.
Q. Where can clinics sign-up to HealthLink?
A. You can visit HealthLink website and click on the ‘sign-up’ area. You will be notified by HealthLink once your application is approved. The process of approval may take three working days. For updates on existing account information, please email [email protected]
Q. Who should I contact if I encounter technical issues with HealthLink?
A. GPs who are signed up to HealthLink can contact HealthLink on 1800 125 036 or email [email protected].
There are several resources on the HealthLink website, under ‘Help and Support’.
Q. Where can I access support resources about using HealthLink?
A. Support and resources are available on the HealthLink website.
Q. What if my GP clinic operates without Practice Management Software?
A. If your clinic does not use Practice Management Software (PMS), or your PMS is incompatible with HealthLink, you will continue to receive Western Health clinical correspondence via electronic facsimile, however this is dependent on your NHSD listing being up to date at all times.
If you require support for your practice to transition to using PMS, or a new PMS, contact the Northwest Melbourne Primary Health Care Improvement Team on [email protected] or (03) 9347 1188.
Q. What support is available for clinicians during the transition to HealthLink?
A. HealthLink provides technical support directly to subscribed clinics and clinicians.
Our General Practice Integration Unit is available to assist you with the transition to receiving clinical documentation from Western Health via HealthLink, along with providing general support. Please reach out to the General Practice Integration Unit on [email protected] or 03 8345 1735.
Western Health Medical Records
Q. Who do GPs or clinicians contact if they need information about a specific patient?
A. Please contact our Medical Records team at [email protected].
Q. Will I still be able to receive clinical correspondence in hard copy once HealthLink is implemented?
A. Once fully implemented, Western Health will only provide clinical correspondence electronically. It is critical that your details are up to date in the NHSD.
