HealthLink frequently asked questions

Secure messaging facilitates the delivery of clinical documents and other information between healthcare organisations.

Messages can be sent directly or through a secure messaging provider, ensuring efficient and secure communication across the healthcare system.  Visit the Australian Digital Health agency to learn more about Secure Messaging and its benefits.

Western Health has transitioned to HealthLink to enhance patient care and safety through accurate, timely, and seamless communication.

Western Health has reduced the time and costs associated with tasks such as paper handling, distribution and duplication through its transition to HealthLink.

This transition has improved the efficiency of our operations by streamlining SMD processes.

Since transitioning to HealthLink in October 2024, Western Health has progressively expanded the range of clinical documents sent via SMD. These include:

• Emergency Department Discharge Summaries
• Inpatient Discharge Summaries
• Cancer Multidisciplinary Meeting Minutes
• Clinician Letters
• Pharmacy Medication Lists
• Death Notifications
• Admission Notifications
• Referral Outcomes
• Referral Schedules
• Referral Acknowledgements
• Discharge Notifications
• ERCP Reports
• Colonoscopy Reports
• Flexible Sigmoidoscopy Reports
• Endoscopic Ultrasounds Reports
• Endoscopy Reports
• Bronchoscopy Reports
• Holter (24–hour ECG) Reports
• Cardiac Catheterisation Reports
• Transesophageal Echo Reports
• Exercise Stress Echo Reports
• Dobutamine Stress Echo Reports
• Transthoracic Echo Reports

If your clinic is located outside of the North Western Melbourne Primary Health Network (NWMPHN) or Victoria, or your clinic’s patients have infrequent contact with Western Health, you will still need to be registered with HealthLink to receive correspondence from Western Health.

As a priority, you should also ensure all your clinic and GP details are up to date with the National Health Services Directory (NHSD).

For more information on the actions to take, refer to the section below ‘What do GPs need to do to receive Western Health correspondence via HealthLink?’ 

Currently, Western Health continues to send clinical correspondence to you by fax or post.

HealthLink system complies with the Australian Governments SMD standards, ensuring that organisations using it meet the government requirements and regulations. 

Messages sent through the system are encrypted to ensure security, and users receive acknowledgements confirming successful message delivery. 

Currently, Western Health continues to send clinical correspondence to you by fax or post.

The transition to HealthLink commenced in October 2024 and is anticipated to be complete in mid to late 2026

To ensure you receive electronic clinical correspondence from Western Health via HealthLink, please make sure your clinic and provider details are current and correctly configured:

Keep your details up to date in the National Health Services Directory (NHSD) 

• All clinics and individual providers operating in clinics must maintain accurate details in the NHSD, including fax numbers.
• New registrations: Register via the ‘Service Registration’  form on the Healthdirect website.
• Existing listings: Update your clinic details by selecting  ‘Suggest an Edit’ on your Healthdirect  listing, and Complete a ‘Service Update’ form.
• Provider Connect Australia users: Update your details in Provider Connect Australia and ensure they are published to the NHSD as a business partner.

Ensure your clinic is registered and up to date with HealthLink

• Register your clinic by completing a HealthLink Application on the HealthLink website. HealthLink will confirm once your registration is approved in about 4-5 business days.
• Retrieve your login information: email [email protected] or call 1800 125 036 (Option 1).
• Update your listing: ensure your HealthLink listing is up to date with all current practitioners linked to your clinic’s HealthLink Electronic Data Interchange (EDI) identifier via the HealthLink Provider Directory or email: [email protected]

Access support and technical assistance

• HealthLink Helpdesk: 1800 125 036
• Email: [email protected].
• Online resources are available via the HealthLink website under ‘Help and Support’.
• System requirements for using HealthLink (Windows and MacOS) are available on the HealthLink website under ‘Help & Support / HealthLink Messaging System (HMS)’.

If you are not yet registered for HealthLink and require additional support, contact the General Practice Integration Unit (GPIU) at [email protected]. 

This might be due to the incomplete set up of some practitioners at your clinic on the NHSD and/ or with HealthLink. Follow the preceding steps to ensure all documents are received via HealthLink.

Birthing Discharge Summary: These documents are yet to transition to the WH SMD and until this occurs, they will be distributed via either Fax or secure FileShare. The transition to HealthLink for these documents is expected to occur in late 2026.

Complete the NHSD Service Update form and remove the doctor from your clinic listing. You will also need to unlink your clinic’s HealthLink EDI from the GPs provider number via your HealthLink Provider Directory listing.

At every visit, WH patients are asked to confirm their GP details to ensure that the correct GP is listed, allowing clinical correspondence to be sent accurately.

If your clinic does not use Practice Management Software (PMS), or your PMS is incompatible with HealthLink, you will continue to receive Western Health clinical correspondence via electronic fax, provided your NHSD listing is up to date.  

If you require support transitioning to or adopting a PMS, contact the Northwest Melbourne Primary Health Care Improvement Team:

• email: [email protected]
• phone: (03) 9347 1188.

Please contact our Medical Records team via email at [email protected].

For enquiries about SMD message delivery, please contact the Western Health SMD Officer on: [email protected]

Once fully implemented, Western Health will only provide clinical correspondence electronically. It is critical that your details are up to date in the NHSD.