Appointments
The Bupa intelligent Referral and Booking system (iRBS)
The Bupa intelligent Referral and Booking system (iRBS) is an online automated system that will support Providers in service provision to Eligible Personnel (EP).
The system assists with:
- appointment management including appointment booking, fail to attend management and Restricted Service management
- your obligation to provide a clinical report to the referring clinician and transfer of the Referral Form
- invoicing and payment for approved services
Initial access to the Bupa intelligent Referral and Booking system (iRBS)
When Bupa receives a Provider's first referral from Open Arms, the Bupa Central Support Office (CSO) will contact the Provider and/or Practice Manager directly by phone to confirm the appointment. You will be given your iRBS login after you have been setup in our system. This will be emailed to you shortly after in two emails: one email with login details and one email with the passwords.
Please note, Providers will only be contacted and given access to the system once Bupa have received their first referral from Open Arms.
iRBS Password Manager and Support
To ensure that all Bupa ADF Health Services Contract iRBS users can reset their own password, Bupa utilises a system called One Identity Password Manager.
Once registered for One Identity Password Manager, users will be able to reset their own password immediately through security questions. It will also mean that users will no longer need to call the Bupa CSO to reset their password.
To register as a One Identity User, each iRBS user will need to complete the simple registration process which will only take approximately two minutes. A simple step by step guide is attached to the Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) to guide users through the process. Please note, you will need your current iRBS username and password.
Appointments
Once Providers have been set up in the Bupa intelligent Referral and Booking system (iRBS), they will be able to view and manage their booked appointments in the system.
Appointments will be booked by Bupa on behalf of Open Arms. Upon Bupa's receipt of a referral, Providers will be contacted by the Bupa CSO to arrange the suitable appointment. Bupa will also confirm the appointment with the EP and send an SMS reminder to the EP. Providers will be able to view any confirmed appointments in the Bupa intelligent Referral and Booking system (iRBS).
If a Provider needs to reschedule an appointment, this can be done directly in the Bupa intelligent Referral and Booking system (iRBS) and the Provider Quick reference guide provides more information on this.
Alternatively, please contact the Bupa CSO team on 1800 809 400 who can assist with rescheduling the appointment.
If an appointment needs to be cancelled by the EP, Providers will receive a cancellation notification in the Bupa intelligent Referral and Booking system (iRBS).
If an EP cancels an appointment directly with the Provider, the Provider should cancel the appointment through the Bupa intelligent Referral and Booking system (iRBS).
Providers who have lost their login details or can no longer access the system should contact the Bupa Open Arms Provider care team on 1800 809 400 for assistance. Please also refer to the Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) for help using the system.
Managing Failure to Attend
Although EPs should attend their confirmed appointments, there may be occasions when they cannot or do not attend. You are obliged to notify the referring Open Arms Regional Health Centre (on the phone number listed on the Open Arms referral form) immediately if an EP does not attend their scheduled appointment with you.
Providers should also clearly flag the appointment as DNA within iRBS. The Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) provides guidance on how to do this.
EP Surveys
After an EP has attended an appointment, they may be asked to complete a questionnaire about their experience.
Their responses are used by Bupa and Open Arms as part of an ongoing feedback process to review and improve the overall service provided.
Managing incidents involving EPs
Please refer to the Provider Terms and Conditions (DOCX, 128KB) regarding the process for notification around incidents.
