Request manual initial inpatient GL if HealthMetrics portal/system is down.

If you're a HealthMetrics panel hospital and if you think you've experienced the portal/system experiencing downtime due to scheduled system maintenance. Here's what you should do when a HealthMetrics patient walks-in.

1. Reach out to our HealthMetrics support team by either:
   • Calling our support line at 016-699 9464 or
   • WhatsApp message us at 016-247 6229 to further verify if the portal is experiencing system downtime/maintenance.
2. Our Support team will advise the panels on the expected completion time of the scheduled system/portal maintenance and on when they can resume to login to the HealthMetrics portal/system to check-in/apply GL.
   
   
3. Panel hospitals should check & query with the patient that he/she is covered under HealthMetrics. For verification, please politely ask/query if the patient is covered under HealthMetrics or even better, request the patient to show the patient/member profile from the HealthMetrics mobile app to prove that he/she is covered under HealthMetrics, if accessible.
   
   
4. Once confirmed, please download the forms attached at the end of this article:
   
   1. Attending physicians statement form
   2. Letter of consent authorization
      
      
5. Complete the downloaded forms & ensure to sign & stamp where required in the said forms. 
   
   
6. Email the completed forms to [e-mail]
   
   
7. Please be noted that inpatient coverage will be based on the (final guarantee letter) FGL when our portal/system is back up as currently, we are unable to have a full overview on the essential information required when the portal/system is down.
    
8. Once the above steps 1-6 are done, advise to contact us at 016-699 9464 or WhatsApp us at 016-247 6229 to inform us that you have emailed the completed forms and requested for an initial GL.
   
   
9. If the portal/system downtime incidence happens anytime between 11:00 pm - 8:30 am, please do steps 1-8 above and the relevant team/persons will revert and be in touch with after 8:30 am on the outcome of the GL processing/decision. 
   
   
10. For the sake of the patient's health and condition(s), kindly allow the patient to proceed to undergo consultation/treatment while waiting for the manual GL to be processed by our relevant team.