FAQs
Enrolment   Service Provider   Technical Problems   Voucher Repicient  

Enrolment Top
EN 1. Which health care provider is eligible to enrol in the elderly Health Care Voucher Scheme (HCVS)?
Ans. Please refer to the "Invitation letter for application" under "Important documents to be read" for Health Care Voucher Scheme
(https://apps.hcv.gov.hk/eForm/DocToRead/HCVS.htm)

EN 2. Which health care provider is eligible to enrol in the Influenza Vaccination Subsidy Scheme (IVSS)?
Ans. Please refer to the "Covering Notes for Application" under "Important documents to be read" for Influenza Vaccination Subsidy Scheme.
(https://apps.hcv.gov.hk/eForm/DocToRead/IVSS.htm)

EN 3. Can I enrol the schemes by paper submission?
Ans. Yes, you can enrol the schemes either through online or paper submission. In the e-enrolment front page, you can select the schemes you want and then press the download button on the page, then, another page will display the application forms for you to download and print.

EN 4. How can I add more practice in the application?
Ans. In the page "2 Practice Information", you can press "Add" button to add more practice. Also, the system allows you to copy your previous inputted practice information to the newly created practice. After pressing "Add", a popup window will be shown for you to select the practice, the corresponding medical organization information and place of practice to copy to.

EN 5. I have selected not to enter the practice information in online enrolment. Then in the "Scheme Selection", I cannot select Influenza Vaccination Subsidy Scheme (IVSS). Why?
Ans. As the health professional information is entered in the practice information, we are not able to determine whether you are eligible for IVSS and hence cannot allow you to select.

EN 6. I submitted application through the online enrolment but forgot to print out the application form in the final stage. What can I do?
Ans. If you have forgotten to printout the application forms in online enrolment, for security reason, you may have to re-submit another one.

EN 7. I submitted application through the online enrolment but the printer has error and cannot print the application forms. What can I do?
Ans. You may save the application forms and print them out when the printer is ready.

EN 8. Is there any difference if I am a PPI-ePR user to join the system?
Ans. For a PPI-ePR user, you can apply for sharing your existing PPI-ePR token to login the eHealth System by filling the form of "Application for Using the Security Token issued under Public-Private Interface – Electronic Patient Record Sharing Pilot Project as the Security Token for the eHealth System".

EN 9. I have enrolled the Health Care Voucher Scheme (HCVS) via online and I have mailed back the application form. Then what is the next step?
Ans. Health Care Voucher Unit (HCVU) will process your application after receiving your application form. If your application is completed successfully, HCVU will send you an account activation email and an account confirmation letter with your service provider ID, HCVS logo label and token. You can then click the link in the aforesaid email to activate your eHealth System account.

EN 10. What if I cannot receive the account activation email or the account confirmation letter?
Ans. You may contact the Health Care Voucher Unit.


Service Provider Top
SP 1. What is the passcode?
Ans. The passcode is a 6 digit number one-time password used to access the eHealth System. The password is shown on the LED screen of the token. You will need to use this 6-digit passcode to access the eHealth System.

SP 2. I have wrongly entered my password in login page for several times, the system display "Account Locked" message and I cannot login again. What can I do?
Ans. The account will be locked after 5 repeated unsuccessfully attempts to login eHealth.

For Service Provider:
You have to contact the Health Care Voucher Unit staff to unlock your account.

For Data Entry Account:
You have to contact your service provider to unlock the account in "My profile".

SP 3. Can I change my web password?
Ans. You can change your password following below steps.

For Service Provider:
You can change your password using the "My profile" – "System Information" – "Change Web password" in the menu. The new password will be effective immediately after your confirmation and acceptance by the system.

For Data Entry Account:
You can change your password under the "My profile" in the menu. The new password will be effective immediately after your confirmation and acceptance by the system.

For your own interest, you should change your password on a regular basis.
SP 4. What can I do if I have forgotten my password?
Ans. You can reset your password following below steps.

For Service Provider:
You can press ‘Forgot Password’ in the login page and enter your service provider ID and registered email. An email will be sent to your email address telling you how to change your password.

For Data Entry Account:
You have to contact your service provider to reset your password.

SP 5. I saw the "Session Timeout, Please click here to login again" message after pressing the menu function. What can I do?
Ans. For security, you will be logged out automatically after idling for 20 minutes and the system will display the aforesaid message. You have to press "here" to login the system again.


SP 6. Can my nurse help me to input the voucher recipient details and claim voucher?
Ans. You can delegate data entry accounts to assist your daily operation. To maintain the data entry accounts, you can click the tab page of "Data Entry Account Maintenance" under "My profile".


SP 7. After activation of the service provider account, why is that I cannot login to the eHealth System again using the hyperlink contained in the mail inside my email account which I provided during the enrolment of application?
Ans. The hyperlink contained in the account activation email is solely for you to activate your eHealth System account. For security reason, the link will be invalid after the service provider account is activated.


SP 8. An elder comes to my clinic and he/ she does not have a voucher recipient account. Can I claim voucher and create voucher account for him/her?
Ans. Yes. You can use "Claim Voucher" function to create temporary voucher account and claim voucher for him/her at the same time.

At day end, the personal information of the temporary voucher account will be automatically passed to Immigration Department for validation. If the data of the elder are validated, the voucher recipient account is successfully created and the claim will be ready for reimbursement. However, if the data cannot be validated, the service provider has to rectify the data and the rectified data will pass again to Immigration Department for validation. No claim can be reimbursed until the temporary voucher account becomes a validated voucher account.


SP 9. I forget to write down the Reference No. for the temporary voucher account during voucher recipient account creation. How can I find the Reference No. from eHealth?
Ans. You can retrieve and view the temporary voucher account details via "Voucher Recipient Account Rectification".


SP 10. I forget to write down the Transaction No. after making a voucher claim. How can I find the Transaction No. from eHealth?
Ans. You can click the "Claim Transaction Management" to view the claim transaction details including the transaction number.


SP 11. How can I know the validation result of temporary voucher account?
Ans. If the temporary voucher account data cannot be validated with the data base of Immigration Department, a message will be sent to your Inbox to remind you to rectify the information. Also, a task list with title of "List of Outstanding Temporary Voucher recipient account Pending Rectification" will be shown under the "Task List" in Home page.


SP 12. How can I void a voucher claim?
Ans. You may void the claim via function of "Claim Transaction Management". You may refer to the online demo to view how to void a claim. Claim transaction can only be voided within 24 hours after creation of claim transactions by service provider or confirmation by service provider of the claims made through the data entry account.


SP 13. I want to void a claim for temporary voucher account. Then, what will happen to the corresponding temporary voucher account?
Ans. In voiding claim for temporary voucher recipient account, the temporary account will also be removed.


SP 14. Can I remove the temporary voucher recipient account created by me?
Ans. You can remove temporary voucher recipient account via "Voucher Recipient Account Rectification".


SP 15. I want to remove a temporary voucher recipient account via "Voucher Recipient Account Rectification". However I cannot find the "Remove" button, instead, a "View Transaction" button is found. Why?
Ans. It is because the temporary voucher recipient account has claim transaction. You should press "View Transaction" button to view the transaction details and then, press "Void" button to void the transaction. In voiding the claim transaction, the temporary voucher recipient account will be removed too.


SP 16. I am a service provider and how can I know if there is any claim or voucher account pending my confirmation?
Ans. If there is any outstanding works pending your input, the "Task List" section will be shown in Home page. You may press "Go" button beside the task list to go to the corresponding function.
The task lists include:
  • List of Outstanding Temporary Voucher Account Pending Rectification
  • List of Unread Message
  • List of Outstanding Claim Confirmation
  • List of Outstanding Temporary Voucher Account Pending Confirmation

SP 17. I am a clinic staff helping service provider to handle the data entry task. I cannot view those claims created by service provider and through other data entry accounts. Why?
Ans. Due to security reason, persons operating a particular data entry account can only process his/her own created claim transactions and temporary voucher recipient accounts, while service provider can view all transactions and temporary voucher accounts under his/her practice(s).


SP 18. How can I view the claim transactions under my practices?
Ans. You can use the "Claim Transaction Management" to view the details.


SP 19. How can I know whether the voucher claims have been reimbursed?
Ans. A message will be sent to your Inbox to notify you after monthly reimbursement. You can also view the reimbursement details via the "Monthly Statement".


SP 20. Can persons responsible for operating the data entry account use the Interactive Voice Response System (IVRS) to claim voucher?
Ans. No. Only service provider can use IVRS to claim voucher.


SP 21. Can persons responsible for operating the data entry account use the Interactive Voice Response System (IVRS) to claim voucher?
Ans. No. IVRS can be used to claim vouchers for validated voucher account only. But you can use IVRS to void claims for temporary and validated voucher account.


Technical Problems Top
TP 1. What is the system requirement for using eHealth System?
Ans. eHealth System has been tested for the following combinations of popular operating systems and browsers:

Microsoft Windows 2000 Microsoft Windows XP Microsoft Windows Vista
Microsoft Internet Explorer 6.0 Yes Yes n/a
Microsoft Internet Explorer 7.0 n/a Yes Yes
Mozilla Firefox 2 Yes Yes Yes


In general, you also need to enable the following in your browser:
  • Javascript
  • Cookies
  • SSL 3.0 or TSL 1.0
To ensure the Chinese characters be displayed properly, you may need to download the Hong Kong Supplementary Character Set (HKSCS)
TP 2. What is the recommended screen resolution for viewing eHealth System?
Ans. eHealth System is best viewed with screen resolution set to 1024 x 768.

TP 3. There is no action when pressing the right click button of mouse.
Ans. Under normal operation, right click buttons, address bar and the hot keys of the browser are disabled. However, by some external means, these buttons, address bar and hot keys may be enabled again. Anyhow, you should never use these buttons, address bar and hot keys, as they would affect the normal flow of the application.

TP 4. Why are some Chinese characters not displayed on my computer?
Ans. You may need to download the following character sets:
a) Hong Kong Supplementary Character Set (HKSCS)
For more information about Chinese characters and HKSCS handling under GovHK, please refer to:
FAQs about GovHK Online Services - Other Technical Questions and Trouble Shooting

b) eHealth System Supplementary Character Set
For display of those specially created Chinese characters.


TP 5. My browser has pop-up blocker enabled and does not allow the pop-up of windows. Besides, I saw the followings message in Login Page. What should I do?

Ans. Please choose “Always Allow Pop-ups from This Site…” as shown in below.

Or you can follow the following steps to change the setting.
i) In the browser menu, select "Tools" - "Pop-up Blocker" - "Pop-up Blocker Settings..."



ii) In the pop-up window of "Pop-up Blocker Settings", input "*.hcv.gov.hk" in the field "Address of Web site to allow:". Press "Add" button.



iii) The "*.hcv.gov.hk" is shown in the "Allowed sites:". Press "Close" button to close the popup window.



TP 6. I got a warning message saying "Website Certified by an Unknown Authority" or "Secure Connection Failed". What should I do?
Ans. It is because your computer has not installed the required certificates issued by the Hongkong Post. Please refer to the following link to download and install the certificates.
http://www.gov.hk/en/about/helpdesk/faq/infosec/index.htm#q3

TP 7. I saw a blank page instead of the consent form in new window after pressing "Print Consent Form" button. Why?
Ans. Please check whether the installed Adobe Reader version is 7 or above. As a lower version of the Adobe Reader may have this problem.

Voucher Recipient Top
VR 1. How can I use the Interactive Voice Response System (IVRS) to check my voucher balance?
Ans. Yes. You can. Please refer to the IVRS call flow diagram.

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