HICAPS Meltdown

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So we're currently on day 4 without our HICAPS terminal working. Got in Monday morning and found the machine beeping like crazy with a blank screen...finally get through to HICAPS and find out they've had a major software problem and now have to recall thousands of machines Aust wide..No idea when they will actually get out here to deliver our new one...meanwhile I can't put any EPC's through and noone can pay by card...Anyone else stuck without their terminal?

Nat :bang:

 

Ours has not yet crashed but we received a computer phone call today telling us to make sure we do not turn it off under any circumstances. Hopefully it will keep going untill we have the update! There are competitiors out there but they do not have the coverage as yet of health funds like HICAPS do.

 

Hi there,

I feel your pain, the practices where I have been working are also without their machine – again the blank screen and beeping. Unfortunately they have not been able to give us a date for when the machine will be replaced and have advised us that one in four machines are affected across Aus

……… crossing fingers and toes that it will be resolved soon.

Cheers
Alice

 

Day 5... still no news. Wonder if I'm going to get a discount off my monthly rental fee?...ha ha yeah right!

 

Nat I would definitley be working on the theory that the squealy wheel gets the grease. Ring them constantly, ask when it is going to happen and ask the name of the person so you can ring them directly. Keep asking when the new console will be sent out, then ring to check it is still going to be that date. Good Luck, I hope ours keeps going untill the crisis is finished

 

From: http://www.hicaps.com.au/Health Industry Claims and Payments Service

 

2 out of 3 of my machines are down......oh well at least I can still work!

 

Bill,
They don't seem to have any answers right now and constantly ringing them won't change anything, aside from pissing off my receptionist who has to sit on hold for up to an hour. I've actually been quite impressed with how they've been trying to handle it...they've called us twice with updates and they've emailed...obviously a major spanner is in the works and everyone screaming to get their new console isn't going to get it happening any quicker. It's not the end of the world...just my pt's who have to cough up the cash instead...

Nat

 

I am glad to hear that Nat. Hopefully they get on top off it quickly.

 

I have 1 out of 2 terminals still going, so I'm still working too...pity we can't use it as an excuse to shut shop & take a holiday!

 

This is a massive problem, ours went out on Tuesday due to a blackout and they tell us it will be 2-3 weeks before a new hicaps machine is delivered. Meanwhile they hope to get us an EFTPOS/credit card machine by today. Hard to get patients who are so used to using cards (esp elderly!) to cough up cash.

 

We got our new terminal delivered on Tues, but we couldn't get logged back online with Medicare until Wed. Have just finally finished processing all our outstanding Easyclaims. Hopefully all smooth sailing from here on. We were told by the HICAPS delivery dude that it affected 15,000 terminals Aust wide and that they didn't have enough to replace them all, so they had to refurbish a lot of them and upload the new software. It was a "security breach" - code for "smarty pants hacker that has nothing better to do" that got into the system. Why can't they use their talents for good rather than evil?

 

Sympathies to all how are affected! We have signs up do not turn off everywhere!?!?!
Perhaps you could check out the opposition and see if they can get you linked up quicker. One of them was offereing a better deal awhile back and perhaps not worth the change over before BUt may be worth considering?

Good Luck.

 

Having felt quite smug that we had escaped the meltdown-the dreaded call came today from my receptionist......................AAAAARGH. it just HAD to happen on Friday 13th-didn't it!!

 

One lesson I have learnt from this is the value of having a second terminal for EFT/credit transactions, which we don't have but sure wish we did.
On the website today hicaps were swkiting about how they had now replaced the vast majority of machines. When we rang to find out where ours is (55min wait on hold) they said our job was not logged, so now we hope for Monday........

 

Me too,,,was well smug until yesterday when we got the blank screen and the annoying beeps!!!

Most of yesterdays patients were really good about it but as you know there will always be the odd one or two!!!

No idea when ill get a new machine... i wont be holding my breath!!!

 

well, our new machine turned up at about 10am the next morning- so it seems that they are getting quicker at replacing them. YAY!

 

Thanks for sharing

 

Did most people get just an EFTPOS machine as replacement or did you get the full HICAPS machine? I heard a lot of people are only getting EFTPOS but we were lucky enough to get a full HICAPS machine, thank god.

 

Bingo!

Just when we thought we were safe! Came in this morning to find terminal beeping with blank screen!

Been on hold to HICAPS 35 minutes and counting...

 

Hi Brad if you have the LATEST software and its BLANK AND BEEPING you need to call HICAPS - its not good.

If you have the latest software and its a picture of a house with the word FINANCIAL it can be solved easily over the phone with HICAPS.

Good luck mate!!!

Happened to us today as well......

 

Thanks Paul!

No house on the screen!

HICAPS already knew about it and pre-ordered a new terminal which they reckon will arrive tomorrow or the next day....

Fingers crossed!!

Cheers,

Brad

 

No worries mate good luck with it.

 

New HICAPS terminal arrived this morning which was impressive!

Took about 45 minutes to initialize and program it for 4 practioners, seems to be working fine!

Let's hope that it doesn't happen again!

Cheers,

Brad