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Changelog

Follow up on the latest improvements and updates.

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new

HCP

Home Care Package (HCP) Subsidy Update - Effective 1 October 2025

The Department of Health, Disability and Ageing released the updated
Schedule of Subsidies and Supplements for Aged Care
on
29 September 2025
(view schedule here).
From 1 October 2025, the updated HCP subsidies will automatically apply in Visualcare including vAssessment.
Action required if you have already created October HCP Statements
:
  • Recalculate from the client profile, OR
  • Delete and recreate the HCP Statements.
⚠️ If you need help deleting and recreating HCP statements in bulk, please contact Support.
If you have any questions, please reach out to our Support team at support@visualcare.com.au

improved

fixed

Bugs

Mobile App

vWorker App Update - Version 3.4.4

Version 3.4.4 of the vWorker Android and iOS apps is now available.
What’s new in Android
  • Fixes an issue where some medications in location shifts are incorrectly marked as “Actioned.”
  • Fixes image selection in the Incident Form viewer.
  • Fixes an issue affecting the app when “Prevent Screenshot” is turned on.
What’s new in both Android & iOS
  • Updates the login screen to reflect the new Visualcare branding.
Do I need to update?
  • Older versions of vWorker remain functional.
  • We recommend updating via the Google Play Store or Apple App Store to access the latest fixes and improvements.

new

Support at Home

Support at Home (SAH) Migration Dashboard – Now Live

We’ve released the full
SAH Migration Dashboard
to guide Home Care Package (HCP) providers step-by-step through the move to Support at Home (SAH).
Why this matters?
From
1 November 2025
, HCP will be replaced by SAH. The Migration Dashboard ensures you can prepare in advance - mapping services, updating agreements, and re-creating rosters so you’re ready on day one.
⚠️
Important:
Only the responsible person in your organisation should complete these migration steps. Changes made here are one way and cannot be reversed once submitted.
Frequently asked questions and full step by step guide
How it works - 3 simple steps
Step 1 - Services Mapping
  • Lists all your current HCP services (Service Type = Home Care Package).
  • Lets you map each HCP service to the correct SAH service(s).
  • Supports one-to-many mappings (e.g. splitting “Domestic Assistance” into multiple SAH categories).
  • Use bulk upload/download to save time.
  • Once all services are mapped, Step 1 will show 100% complete.
Watch the Step 1 'How-to' video and step by step guide here.
Step 2 - Agreement Updates
  • Reviews existing HCP agreements and creates SAH agreements starting from 1 Nov.
  • Shows agreements with one-to-many scenarios so you can confirm which services each participant should continue receiving.
  • Helps ensure every client agreement is valid and SAH-ready.
Watch the Step 2 'How-to' video and step by step guide here.
Step 3 - Roster Updates
  • Updates your rosters to point to the new SAH services.
  • Options to bulk delete and re-create rosters or update existing ones.
  • Ensures all scheduled care is linked to SAH codes from 1 Nov onward.
Watch the Step 3 'How-to' video and step by step guide here.
Where to find it?
Go to Operations → SAH Dashboard
Who can use it?
Any user with permission to Maintenance → Services
Learn more
Watch the step 1 guide if you need help getting started:

fixed

new

Incidents

System Outage 26th August 2025

Incident Date/Time (AEST):
26/08/25 1:42 pm
Services Impacted:
Visualcare Web App (vCore)
Duration:
2hrs 30m
Customer Impact:
Customers experienced severe slowdowns and difficulty logging into the Visualcare Application.
Summary
Between 1:42pm AEST and 4:12pm AEST, customers were unable to reliably access the Visualcare Web Application (vCore). The issue was traced to a deadlock condition in the API tier that rendered multiple servers unresponsive after a sudden surge in web traffic.
Root Cause
  • At 1:42:10 pm, a sudden spike in inbound web traffic occurred
  • This surge triggered multiple simultaneous queries against several customer audit databases within the same second, consuming 16x available virtual CPU capacity.
  • These concurrent requests created a deadlock condition on the API servers, where processes were waiting on each other indefinitely.
  • As a result, all active API requests stalled and the blocked threads quickly consumed available memory, compounding the slowdown and preventing new requests from being served.
  • At 1:42:20 pm, multiple API servers became unresponsive due to memory exhaustion and max CPU usage
Global RAM Spike across API infrastructure, UTC+9:30
Picture3
Single Process Spike across API infrastructure, UTC+9:30
Picture1
Corrective Actions Taken & Timeline
  • 1:42 PM – Traffic surge and deadlock triggered.
  • 1:43 PM – Primary API infrastructure entered ANR (Application Not Responding) status.
  • 1:44 PM – Traffic automatically diverted to secondary API infrastructure, which was unable to cope with the load.
  • 1:50 PM – First reports of application slowdowns and unresponsive behaviour.
  • 1:55 PM – Escalation to Engineering & CTO on application slowdown.
  • 2:05 PM – P1 declared; Engineering initiated Incident Response Plan (IRP) process.
  • 2:15 PM – Primary API infrastructure identified as the fault cause; manual corrective actions were attempted to avoid application restart.
  • 2:20 PM – Primary API infrastructure refused internal connections; restart initiated.
  • 2:28 PM – Primary API infrastructure restart complete.
  • 2:31 PM – Application returned to normal behaviour; 15-minute cooldown (stability observation period) initiated.
  • 2:46 PM – New reports of performance issues; Engineering resumed Incident Response Plan (IRP).
  • 2:57 PM – Secondary API infrastructure identified as the fault cause; manual corrective actions were attempted to avoid an application restart.
  • 3:10 PM – Primary database cleared of rogue processes.
  • 3:27 PM – Secondary API infrastructure refused internal connections; restart initiated.
  • 3:38 PM – Secondary API infrastructure restart complete.
  • 3:43 PM – Application returned to normal behaviour; 15-minute cooldown (stability observation period) initiated.
  • 3:58 PM – Application remained choppy under high traffic, though both API infrastructures remained stable.
  • 4:12 PM – Application performance returned to an acceptable range as traffic normalised.
  • 4:20 PM – P1 declared complete; Engineering began RCA.
Preventative Measures
  • Increased Resources: We have scheduled an increase to available resources on the primary audit database infrastructure to better absorb future traffic surges. This change will be applied during the next database maintenance window.
  • Audit Functionality Improvements: We have reviewed our audit functionality and prepared changes to reduce conditions that could cause locking or deadlocks under high concurrency. These improvements will be deployed during the next product release window.
  • Logical Timeouts: We are actively reviewing logical timeout configurations on both the primary and secondary API infrastructures to prevent long-running requests from blocking traffic.
  • Infrastructure Capacity: We are evaluating the capacity of both primary and secondary API infrastructure to determine if scaling adjustments are required.
  • Traffic Management: We are reviewing request throttling and back-pressure mechanisms in the API load balancer to reduce server saturation during unexpected traffic spikes

improved

Support at Home

CHSP

Claiming Error in DEX for Meals & Transport - Government Rollback of Reporting Requirements

Government Change - What Happened?
The Department of Social Services (DSS) made a change to the CHSP OrganisationData.xml files effective 1 July 2025, introducing new mandatory fields for Meals and Transport services. However, they have now confirmed that these elements were not meant to be included in Stage 1 of the CHSP reforms and will be removed temporarily.
This rollback was outlined in a government email to providers on 7 August 2025.
What You'll See in DEX
  • If you've tried to submit claims for Meals or Transport services via the DEX Portal, you may see this error:
"Time cannot be sent for the Activity and Service Type"
  • This happens if your exported claim file includes time (hours/minutes) for the affected services, which DEX is now rejecting based on the rollback.
What We're Doing to Resolve This
  • We're currently updating our system to automatically adjust the DEX claim file, removing the time elements from Meals and Transport services where required. This will allow you to regenerate and resubmit your claims without errors.
  • We will provide an update once the new claim file generation is available.
  • No changes are needed from your side in the meantime. Just hold off on claiming for these services until we confirm the update is complete.

improved

fixed

Bug Fixes

We shipped a set of fixes and quality-of-life improvements to keep everyday work smooth and reliable.
Bug fixes
  • Fixed shift allowance increases not applying correctly.
  • Fixed the App Notes dashboard tile to show the correct unread count.
  • Stopped “members changed” notifications being sent to users after they leave a group.
  • Deleting a Client Type now fully clears it from the record.
  • The "Worker" tag now displays correctly in the KM Charge Description on invoice exports.
  • Fixed sorting for the “Location Hours” column in Timesheets.
  • Added the missing links in MYOB Advanced API responses.
  • Resolved medication display/save issues in Location Shift.
  • Fixed an issue where rosters could get stuck on “Loading…” and never finish. Rosters now load and refresh correctly.
Improvements
  • Unaffected service agreements now auto-update to reduce manual work.
  • You can now save newly created service agreements.
  • Added bulk export of service mappings to Excel.

new

Support at Home

CHSP

CHSP Migration Wizard - LIVE!

Why this matters?
  • Old CHSP codes retired 1 July 2025.
  • DEX now
    rejects any claims
    lodged with those codes.
  • You need the new codes in place
    before you submit July data (August claim cycle).
What the CHSP Migration wizard does for you?
  • Upload your DEX
    OrganisationData.xml
    file
  • Auto-map every old code to its new CHSP equivalent
  • Updates rosters, timesheets & agreements
  • Creates new DEX cases for approved Program Activities
Quick checklist (≈ 30 min)
Prerequisite
–
lodge June claim first
. Submit your final June CHSP claim in DEX (using the old codes). Once it has been accepted, proceed with the steps below.
  1. Approve new Program Activities
    in the DEX Portal (Toolkit p. 12).
  2. Open Visualcare
    → yellow
    “CHSP Migration”
    banner →
    Migrate
    .
image (1)
  1. Upload
    OrganisationData.xml
    → Start
    Migration
    →
    Complete
    .
image (3)
image (4)
image (2)
Need help?

improved

Incidents

User Group Security

Incident Access Update

What we changed
Incidents (and their associated forms) no longer appear in the Forms tab. They now live only in the Incidents module.
What you will notice
  • The Forms list shows operational / workflow forms only.
  • All incident capture, review, and follow‑up happens in Incidents
  • Users without incident permissions no longer see incident‑related entries anywhere in Forms.
Why
Incident data is confidential and often tied to HR, risk, or compliance reviews. Separating it reduces accidental exposure, simplifies permissions, and makes it clearer which data belongs where.
No action needed. If you believe you should see incident data and can’t, contact your system admin.

improved

Infrastructure Upgrade: Faster Visualcare

What’s happening?
We’re upgrading our infrastucture so pages load faster.
When?
Sunday 20 July 2025 at 12:42 am AEST (five‑minute window).
Impact:
Visualcare will be offline for up to 5 minutes. No data is at risk and no action is needed from you.
Afterwards:
Everything comes back automatically - just refresh your browser if you were logged in.

fixed

improved

Bugs

Bug Fixes

Latest patch is live. It knocks out several high bugs so work flows smoothly again.
Timesheets & Billing
- Fixed a rounding error in the Total Charge column; amounts now match the roster exactly every time.
Reporting
- Service Summary by Worker Division – Eliminated gateway errors on large date ranges; the report now opens reliably for any period.
Operations › Timeline (week / month)
- The “Show only casual workers” option no longer overrides other filters; it now respects every filter you apply.
Tasks vs Notes reports
- When a note created from a worker profile is converted to a task, the Worker Name now displays in both Tasks and Notes views.
Location Roster > grouped views
– Sorting inside grouped views (e.g., group by Start Time) now orders correctly in ascending or descending sequence.
Location Roster > Day View navigation
- You can once again move between days in Day View even when Lock Roster is enabled; lock rules are still enforced.
Roster > Remove Multi‑Worker
- The dialog now shows the current workers for each selected shift; no more blank or outdated names.
Unallocated Shifts report
- Shifts that already have a worker no longer appear in the unallocated list.
MYOB export > Travel Time code
- Fixed an export mapping issue that caused the wrong payroll code for one customer; now uses the correct code for every database.
Compliance > HCP subsidy update
- 1 July 2025 aged‑care subsidy increase is now applied automatically.
NDIS Support items
- Roster items now always carry the correct NDIS support‑item number.
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