What do I do when an OPV check fails?

Follow these steps to fix a failed OPV check:

1. Open the patient record
2. Make sure you are in the Details tab
3. Click Demographics
4. Make sure the First Name and Last Name is correct
5. Make sure the Date of Birth is correct
6. Make sure the Address is correct
7. Ask the patient for their Medicare card
8. Make sure the First Name and Last Name on the Medicare Card match the patient's record
9. In some cases, the patient's maiden name may still be on Medicare Card
10. Click Settings
11. If the name is different, click the Use Alias tick-box next to the MEDICARE heading
12. Using an alias means that the "alias" name will be submitted to Medicare to claim the rebate
13. Type in the patient's First Name and Last name as they appear on the Medicare card
14. Make sure the Medicare Card No. is correct
15. Make sure the card IRN is correct
16. Make sure the card Expiry Date is correct
17. Once you have checked and updated all details, click Save to apply the changes
18. It is very important to save the changes before running another OPV check
19. Click OPV to submit the request
20. It takes approx. 10 to 15 seconds for Medicare online to respond to an OPV check
21. Do not close or refresh your web browser while the request is being processed
22. You will receive a notification advising if the OPV was Successful, or if it Failed (see example images below)
23. Click OK to close the notification

If the OPV check still failed, the patient will need to contact Medicare Customer Service and check their first name, last name, DOB and address are correct.

The phone number for Medicare Customer Service is 1-800-MEDICARE (1-800-633-4227)

OPV Successful notification

OPV Failed notification