1. eMedical Tips and Tricks
Shared 3 Countries eMedical Presentation
Panama City, Panama
March 2017
Immigration, Refugees and Citizenship Canada
Immigration New Zealand
Department of Immigration and Border Protection

2. Presentation Outline
Why use eMedical for Immigration Medical Examinations (IMEs)?
Discuss reoccurring issues from the Panel Members from all Australia, Canada, and New Zealand;
Take any questions or issues panel members are experiencing.

3. First: Let’s Talk About eMedical
Why eMedical?
Improved client service
Promotes standardization
Improved integrity
Secure document information transmission
Efficient and convenient
Submitted in real time
Shared panel clinics will only need to use one system for Australian, New Zealand and Canadian health cases
Can be accessed from anywhere via the internet
For DHC for Australia refuge caseload

4. Quiz #1
One of your clerical staff’s eMedical account has expired. Who do you contact to activate the account?
a) eMedical Support Team
b) Clinic Administrator
c) Responsible Regional Medical Office
d) Panel Physician

5. Quiz #2
Once a health case has been submitted in eMedical, if you want to amend/attach any details to the file, who should you contact?
a) Headquarters
b) eMedical Support Team (English Help Desk or French Help Desk)
c) Client
d) Responsible Regional Medical Offices

6. Cannot Locate a Health Case with a HAP ID
Generally speaking the client should be contacting the clinic initially to make an appointment in which we ask that clinics ask the client for their health case ID and they can search for it in eMedical to ensure that the health case does appear however when the case does appear do not press the manage case button until the client is physically in your clinic.
If the health case does not appear on the client attempting to make an appointment this generally means the client is not required to undergo any health examinations.
You can advise the client to contact their visa officer/visa processing centre to enquire with them what their requirements are or you can us at and allow us to take a look at the case and advise/resolve. We ask that you do not proceed with completing the clients medicals if a health case cannot be located in eMedical.

7. eMedical Access Issues/Log On
What do I do if I get this error message when I try to logon? This will not prevent you from proceeding. Please continue with the action you are completing and/or try and logon again. If you still can’t proceed please contact DIBP at

8. eMedical Access Issues/Log On (continued)
What if I did not receive an eMedical account activation ?
Check the trash/spam folder of your mail box for an from
If you still can’t find it, contact your Clinic administrator who will be able to resend the account activation for you;
If you are a ‘Clinic administrator’ and have not received an account activation , contact DIBP at for all English inquiries.
For French inquiries, contact

9. eMedical Access Issues/Log On (continued)
What to do if the Logon screen doesn’t appear and a message ‘You are in a Compatibility Mode’.
‘Please use Standard Mode’ displays, or what if the logon screen appears like the screenshot below?

10. eMedical Access Issues/Log On (continued)
To fix this, you need to switch off 'compatibility mode'. To do this, with Internet Explorer open:
Step 1: Go to Tools and then select Compatibility View Settings
Step 2: In the Compatibility View Settings Window, highlight immi.gov.au from the websites you've added to Compatibility View list and click Remove. Please also ensure that the ‘Display all websites in Compatibility View’ box is not ticked.
Step 3: Click Close, and re-try the link in the you have received; you should now be able to access the eMedical website.

11. eMedical Access Issues/Log On (continued)
Are there other problems that I should know about?
Yes, here is a list of issues that have been previously reported in eMedical:
Unable to see options in a drop down menu due to a problem in your internet browser settings (refer to tip sheet “Cannot see security questions” in eMedical);
Unable to resolve password related issues as a Clinic Administrator (refer to tip sheet “Resolving Password issue_Clinic Administrator” in eMedical);
‘Forgotten password?’ user link doesn’t work. How to resolve the issue (refer to tip sheet “Password issues” in eMedical);
Unable to log on due to account expiration. Clinic administrator will have to assist you (refer to tip sheet “Logon” in eMedical).

12. “Manage Health Case” in eMedical Prior to the Client Attending / Locking Cases to a Particular Clinic
Client approaches a panelled clinic and enquires about scheduling an appointment for their medical exam.
Clerical Medical staff member performs a case search in eMedical using a Health Case identifier (IME, HAP, TRN, NZER, UMI, etc.)

13. “Manage Health Case” in eMedical Prior to the Client Attending / Locking Cases to a Particular Clinic (continued)
Clerical Medical, Clerical Radiology, Radiologist Support, Doctors or Radiologists who perform a case search in eMedical using Client Details.

14. “Manage Health Case” in eMedical Prior to the Client Attending / Locking Cases to a Particular Clinic (continued)

15. Client Declaration
Click on ‘View client declaration’ link for client to read and agree.

16. Pregnant Applicants with Set Aside 502 Chest x-ray Examination
If client is not pregnant then proceed to the 502 Chest X-ray Examination.
If client is pregnant, then a due date must be recorded.
For Australian cases, an additional question will be asked if the client intends to give birth in Australia. If yes, then a Hepatitis B test will be required.
For all Canadian and Australian cases, the pregnant woman will be asked if she wishes to undergo the x-ray examination. If no, then a ‘Pregnancy Deferral Letter’ will appear which enables to print and provide the letter to the client.
For all New Zealand cases, if client is pregnant then the chest x-ray should be ‘Set Aside’. This happens automatically when the pregnancy is recorded in the 501 General Medical Examination.

17. Pregnant Applicants with Set Aside 502 Chest x-ray Examination (continued)
For Canadian and Australian cases:
If client does not agree to continue with the 502 chest x-ray while pregnant then a ‘Pregnancy Deferral Letter’ button will appear which enables the clinic to print and provide the letter to the client. The case will be on hold until the date of birth.
The status circle next to the 502 Radiology Exam will then change to grey circle with a diagonal line through it – this indicates that this requirement has been put On Hold.

18. Pregnant Applicants with Set Aside 502 Chest x-ray Examination (continued)
If client agrees to continue with the 502 chest x-ray while pregnant then the Panel Radiologist or Radiology Support Staff must electronically indicate that they have reviewed the declaration with the client and the client has agreed to proceed with the required x-ray examination.
For Australian cases, the signed declaration form must be scanned and added to the medical file.

19. Specialist Examinations and External Service Providers- Adding/linking
Clients may be required to complete additional examinations (tests) as part of their visa application. These are generally referred as specialist examinations.
A client requiring a specialist examination must be referred to a clinic in eMedical that offers the relevant ‘services’ required to process that particular examination.
Only users with a Clinic Administrator role can manage services and external service providers.

20. Specialist Examinations and External Service Providers- Adding/linking (continued)
How to refer a client to a specialist for other examination(s) Step 1: Open test from the ‘tree’ on the left hand side of the screen and click Refer client

21. Specialist Examinations and External Service Providers- Adding/linking(continued)
Step 2: Click Refer The Refer client window will open Step 3: Select the radio button next to the clinic that you wish to refer the client to, and click Save

22. Specialist Examinations and External Service Providers- Adding/linking(continued)
Step 4: To view, print and /or save a referral letter for the client, click Generate Referral Letter

23. Specialist Examinations and External Service Providers- Adding/linking(continued)
An error message will display if you try to refer a client for a specialist test and there are currently no clinics (either your own or an external service provider clinic) offering the relevant service required to process that test in eMedical.

24. Specialist Examinations and External Service Providers- Adding/linking(continued)
For a step by step guide on how to add/link an external service provider, you can access the instructions under ‘eMedical Support’ located at the top of the screen when you first log into the eMedical system.

25. Sending Additional Reports/Results once a Case is Submitted for Canadian Cases
Once a case is submitted in eMedical, the Panel Physicians or Radiologists can no longer update the client information, nor can they submit additional attachments or information.
To send additional reports/results, clinic will have to use the self-service tool to contact the Helpdesk for all English Panel Members or send the French reports/results directly to the

26. eMedical and Syphilis
If the first syphilis test result is reactive, eMedical will require a repeat test result.

27. eMedical and Syphilis (continued)
If any Syphilis test is reactive, eMedical requires proof of treatment.

28. eMedical and Syphilis (continued)
Proof of treatment can be either uploaded as an attachment,
Or entered as a General Supporting Comment.

29. Managing 603 Respiratory Investigation on Current Status of Tuberculosis Examination
The 603 exam is a set of different items in order to investigate into the current status of Tuberculosis:
Results of 3 current sputum smears and cultures;
A TB specialist report with the clinical findings; and
A repeat PA chest x-ray image 3 months after the initial chest x-ray.

30. Managing 603 Respiratory Investigation on Current Status of Tuberculosis Examination (continued)
The 603 exam must be referred to a clinic which has the “TB Specialist” services offered.
If your clinic does not offer radiology services, then the chest x-ray must be requested separately to the radiologist clinic with specific instructions.
If your clinic does not offer pathology services, then the sputum and cultures must be requested separately to the pathology clinic with specific instructions.

31. Managing 606 Initial TB Investigation Examination
The 606 exam is a set of different items in order to initially investigate if the client has Tuberculosis:
Results of 3 current sputum smears and TB cultures;
A repeat PA chest x-ray image; and
A repeat PA chest x-ray report.

32. Managing 606 Initial TB Investigation Examination (continued)
The 606 exam must be referred to a clinic which has the “Chest specialist” services offered.
If your clinic does not offer radiology services, then the chest x-ray must be requested separately with specific instructions.
If your clinic does not offer pathology services, then the sputum and cultures must be requested separately with specific instructions.

33. Contacting the Appropriate Helpdesk
To send English enquiries to Australia (DIBP), Canada (IRCC) or New Zealand (INZ), clinic must click on the ‘Contact us’ link via eMedical.
All French enquiries for Canadian cases only, should be sent directly via to

34. Contacting the Appropriate Helpdesk (continued)
The ‘Contact us’ screen will display.

35. Contacting the Appropriate Helpdesk (continued)
You will have to select an option under ‘My enquiry related to’. If the query relates to either a Specific case – technical issue or Specific case – policy issue then the Health case details fields will display.

36. Contacting the Appropriate helpdesk (continued)
You will then have to answer Yes or No if the Health Case ID is known.
For a Yes answer, select Health case ID type then enter the ID number. The system will search and display Client’s Name and Date of Birth as seen above.

37. Contacting the Appropriate Helpdesk (continued)
For a No answer, enter the data in the fields as seen below.

38. Contacting the Appropriate Helpdesk (continued)
Provide details of the issue or enquiry in the Enquiry details box as seen below.

39. Contacting the Appropriate Helpdesk (continued)
How to attach within helpdesk option?
To send a file (if required) for example a test report or a screen shot of an error message, click on Attachments.
Click Browse to select and attach the file.
Once completed, select the country to Send the Enquiry to.
Click Submit and the enquiry will be sent to the country selected.

41. Annex 1 – eMedical Support Section
All information is available in the eMedical Support section:

42. Thank you! Any Questions?