What are Shift Notes?
A shift note describes what occurred during the service provision to the client. It gives PlanCare information about the client’s wellbeing and provides evidence about what the provider charges on their invoice.
What’s a shift note?
A shift note is a written record of what happened during the support session that ensures continuity of care by updating incoming staff and PlanCare on a client's condition, incidents, treatments, and other relevant information from the previous shift or visit.
Why are they required?
Collecting shift notes is a legislative requirement of Aged Care providers. It is stated in the Records Principles 2014. Shift notes allow providers to get an overview of the client's wellbeing, to ensure that any risks can be managed and support can be adequately provided.
Providers rely on shift notes to be detailed and accurate to ensure that the client’s wellbeing and safety is not compromised. If there are any concerns raised in the shift note, the client’s coordinator can contact the client or their representative to assure their wellbeing.
Shift notes are also important in helping us determine whether the services provided are allowed under the current funding guidelines.
Which of my providers must provide shift notes?
If any of your providers provide the following:
- Activities of Daily Living (All types of face-to-face support work)
- Allied Health Services (including assessments and advice)
- Clinical Care
- Assisting with Mobility and Dexterity
- Nutrition, Hydration, and Meal Preparation (if done face-to-face)
- Personal Care (including skin care management and continence management)
- Cleaning
- Emotional Support (if done face to face)
- Gardening (if done face to face)
- Medication Management
- Modifications of the home
- Personal Laundry (if done face to face)
- Rehabilitation Support
- Respite Care
Generally, if an activity is provided face to face, it will require shift notes.
If a shift note is not received for a service that requires it, the invoice corresponding to that service will not be processed. This is regardless of whether the payment is made to the provider, or reimbursement made to the client.
What needs to be on a shift note?
- The providers name
- The date, time and length of the shift
- Details of any incidents e.g. falls, bumps, trips
- Details of any negative changes to the clients emotional state e.g. feeling down or depressed, anxious, scared, overwhelmed
- Changes in appearance of the client e.g. bruises, increased frailness, rashes, scratches
- Changes in behaviour e.g. sleeping more, lack of appetite, irritability, forgetfulness, crying, loss of interest in activities
- Any intervention or assistance rendered e.g. feeding, showering, toileting
- If any medication was prompted to be given to the client
- Any visits to/from health professionals
- Behaviours of concern – anything outside of the normal behaviours of the client
Example of a bad shift note
Example of a good shift note
When must shift notes be sent?
Providers must send us a shift note for each time they claim for a service in their invoice. They can either send us their shift notes after each shift, or they can include their shift notes in with their invoice (preferred).
All shift notes should be sent to hcpinvoices@plancare.com.au.
Are providers aware of this requirement to send shift notes?
Yes, all the providers required to send us shift notes are aware of their requirements, as detailed in their agreement between themselves and PlanCare. It is also detailed in the provider induction video supplied to them.
What happens if my provider doesn’t send you shift notes?
If PlanCare receives a request for payment via invoice or reimbursement for a service that is required to supply shift notes (and shift notes have not been supplied for the periods being claimed for), PlanCare will hold any invoice or reimbursement until the shift notes have been received.
Sending us Shift Notes
Service is delivered
Your provider delivers the service you have agreed
Send to PlanCare
Your provider sends their shift note with their invoice to hcpinvoices@plancare.com.au
We make payment
We will then release any pending invoices or reimbursements once shift notes have been received.
Making it easier for your providers
The majority of PlanCare’s providers are sole traders or small to medium sized providers. We’re supporting these providers by providing them with access to the tools they need to successfully run their business. Benefits of being a PlanCare provider include:
Caretaskr Platform
PlanCare can offer free access and use of the Caretaskr platform to help your providers to manage their day-to-day activities.
Community Access
Our providers can get access to the PlanCare ONEteam community which offers support in running their business.
Do you still have question? Give us a call on 1800 024 000 and speak with one of our friendly team members today.
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