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 its 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 15 October 2024, 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 registered with HealthLink 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). Further information on the actions to take is on the HealthLink Secure Messaging Delivery for Clinical Correspondence page of our website.
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 commenced in October 2024 and is anticipated to be complete in early 2025.
Q. Has PulseNet been turned off?
A. Effective December 2024, PulseNet will no longer be used to send clinical documentation, such as mother/baby discharge summaries, endoscopy reports and cardiology investigations.
These documents will transfer to HealthLink in early 2025. Until then, they will be sent via fax or File Share (email-based).
Q. What do GPs need to do to prepare for the transition?
A. All clinics and the individual providers operating in clinics must verify and update their details directly with the National Health Services Directory (NHSD). Please ensure your practice details and all providers operating at your GP practice are up to date in the NHSD, including fax numbers.
For new registrations: Use the "Register Now" button on the HealthDirect website to complete the online form.
For existing listings: Click "Suggest an Edit" on your clinic's page on the HealthDirect website and update your listing, including fax numbers, using the online form.
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 fax, provided your NHSD listing is up to date.
If you require support transitioning to or adopting a 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 GPs and Practice Managers with the Transition to HealthLink Improvement Project. For questions or help with clinical documentation, contact GPIU projects or call 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.
