Enrolment
|
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
|
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
|
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:
|
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
|
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.
|