FAQ

General

• When do I need to sign-up for ResHealth?

  As of April 1st, 2023, it became mandatory for coal mine worker health assessments to be conducted through ResHealth. Any health assessments required after this date must be created and completed via ResHealth.

• Who is an EMO/Examining Medical Officer?

  An Examining Medical Officer, or EMO, is a doctor who carries out medical examinations for coal mine worker health assessments under the supervision of an AMA.  EMOs must be registered with RSHQ as examining doctors.

  You can find a list of examining medical officers on the Register of Doctors and Medical Providers.

• What or who is a supervising doctor?

  A supervising doctor is a doctor who is registered with RSHQ as being able to carry out and supervise a health assessment and can issue a health assessment report. A supervising doctor must be appointed by an employer, as their Appointed Medical Adviser (AMA) before they can complete the health assessment for that employer’s coal mine workers.

  The supervising doctor (or AMA) can supervise another registered approved doctor (examining medical officer) to conduct the examination section of the health assessment, or the supervising doctor can complete the whole health assessment themselves.

  You can find a list of supervising doctors on the Register of Doctors and Medical Providers.

• What is a HA reference?

  Health assessments are initiated by an employer and assigned a unique reference number. This HA reference number is used to find health assessments in ResHealth. This allows the employer, worker and medical professional to access the relevant part of the health assessment they are completing.

• Does the health assessment reference change for the subsequent assessment?

  Yes. Every health assessment, no matter what type, uses a unique reference known as the HA reference.

• I need to cancel a health assessment, how can I do this?

  The employer representative can cancel a health assessment by locating the health assessment through their ResHealth Health Assessment Management tab and selecting the option to Cancel HA (located on the righthand side dropdown menu for that particular assessment).

• How does an employer or a worker assign a Health Assessment to an Examining Medical Officer?

  When an employer or their representative initiates an assessment in ResHealth, the assessment will be assigned a unique HA reference number.  When booking the worker in for their examination with an Examining Medical Officer (EMO), the employer or their representative will need to supply the EMO with the HA reference number along with the worker's name and date of birth. The worker can also do this if they are booking their own examination appointment. This information will allow the EMO to find the worker in the system and complete the examination section of the health assessment.

• What is a HA Report?

  The health assessment (HA) report provides the outcome of the health assessment.  It is ResHealth’s equivalent to the paper-based Section 4. Both the ResHealth HA Report and the paper-based Section 4 can be used at this time. The employer and the worker are provided the HA report upon completion of the ResHealth health assessment.

  For further information please see the video RH01 - Approved health assessment reports which compares the HA Report to the paper Section 4.

• How do I provide my signature in ResHealth?

  You are not required to download and sign any documents when using ResHealth. The digital submission of the health assessment is a declaration that the information you are submitting is true and correct to your knowledge.

• What is the difference between a health assessment and a subsequent assessment?

  Coal mine workers require a full health assessment before they start work for each employer as a coal mine worker, where there is a change in the risk profile of their role, and then periodically, as decided by the employer’s appointed medical adviser (AMA), but at least once every 5 years. The employer or their representative must initiate each health assessment in ResHealth. More information can be found here.

• What happens if I can’t prove my digital identity online?

  If any assistance is required with verifying your identity using QDI, please contact 1800 000 658 or visit the QDI website for support. You may be able to pursue an alternative, such as proving your identity in-person at a Queensland Transport and Main Roads centre.

• What should I do if my name has changed since registering with ResHealth?

  If your legal name has changed, your ResHealth account will need to be updated to reflect this, and you will need to update your identity details in QDI.

  To change your details in QDI, you will need to visit a Transport and Main Roads centre. More information on this process can be found on the QDI website.

  Once updated, sign-in to your ResHealth account. On the 'My Details page', there is an option to 'Change your name'. This will redirect you to QDI, where you will need to log in to your account. Consent to share your new details and select 'Continue' to be redirected back to ResHealth. Your account information will then be updated as per your newly verified identity.

• How do I reset my password?

  If you wish to change the password to your ResHealth account, or have forgotten your password, you can select 'Forgot your password?' on the ResHealth sign-in page.

  For returning users, the same process can be followed to set up a new password, and regain access to your ResHealth account.

• I am new to ResHealth and received an invitation to register.

  ResHealth invitation emails contain a unique link that can be used to sign-up for an account.

  This link, when opened, will display a unique invitation code - validating this code, and completing the sign-up form thereafter, will create your ResHealth account.

• How do I change my sign-in email?

  If you have signed up for ResHealth and wish to change the email you use to sign-in to your account, there is an option to 'Change ResHealth ID email' on the 'My details' page within all account types.

  Changing your account's email will require the completion of multi-factor authentication on your current email address, before setting a new one.

  Once completed, you will be signed out of your account, and can now sign-in with your new email address.

• I received an access decision message, what does this mean?

  If you are encountering an access decision message when signing up or signing in to your ResHealth account, this is a security measure that may indicate a problem with verifying or authenticating your information.

  It is likely that the details verified in your QDI account do not match the details in your ResHealth account. This can be resolved by contacting the user that sent your invitation, and requesting that they correct your ResHealth information.

• I received an error message 'ResHealth access failed'.

  If you encounter 'ResHealth access failed', there may be a problem with your sign-in information. This may be resolved by contacting the user that invited you to ResHealth, and confirming the information they used.

  If issues persist, contact us at ResHealth@rshq.qld.gov.au - please ensure you include your full name, contact number, and the email you are using to sign-in to your account, alongside screenshots of the issue.

• I received an 'invalid invitation code'.

  ResHealth invitation emails contain a unique link that can be used to sign-up for an account. This link can only be used once, and will be invalidated if a newer invitation is sent.

  If you encounter the invalid invitation code message, it is possible that a newer invitation has been sent containing a new invitation code. First, check that you are using the most recent link.

  If this is the most recent invitation, contact the user that invited you to register, and request a new invitation email. This email will contain an updated link that can be used to sign-up, or instruct you to log in if you are already registered.

• Can I use the same QDI account for multiple ResHealth accounts?

  Yes - The Queensland Digital Identity limits users to one verified identity. With the recent changes to the way ResHealth is accessed, you can use a single QDI account to verify multiple ResHealth accounts. Note that your ResHealth information (Given name, family name, and date of birth) must match your verified information in order to access your account(s).

• How is a Health Assessment transferred when a Worker begins employment with a new company?

  When starting with a new employer, a worker will require a new full health assessment to ensure that they are adequately assessed for the change in their circumstances. This must be initiated through ResHealth, and the Employer and Worker sections must be completed as normal. Previous examinations may be relied upon (eg. chest x-ray), if in-date and the new AMA considers it appropriate to reuse the information. This process has been referred to as an 'employer name change' in the past.

Worker

• When do I need to complete my part of the online health assessment?

  You will need to register and complete your section of the health assessment before attending your medical examination. You can complete your section of the health assessment as soon as you receive a ResHealth invitation email from your employer.

• Can I make changes to the answers I supply once I have pressed submit on my health assessment?

  No. You cannot change the information once you have pressed submit on your section of the health assessment. If you need to update the information you supplied you can ask your doctor during your medical examination to add notes.

• I want to arrange my own health assessment because I have heard that this will help me get a job in the coal mining industry. Is this possible?

  No. An employer must arrange and pay for a health assessment for you before you start work with them as a coal mine worker.  Your employer, or prospective employer, will initiate your health assessment process within ResHealth.  You should speak to your prospective employer about the health assessment arrangements that they will make. Do you want to learn more about the health assessment?

• What is a subsequent health assessment and why do I need one?
  The AMA may require a subsequent assessment for a worker (also known as a review) before their next full health assessment.  The subsequent assessment only considers specific matter(s) that were identified by the AMA in the most recent health assessment. For example, the worker may require an annual audiometry test. If you are unsure as to the requirements for your subsequent assessment, please make contact with the AMA listed on your most recent health assessment report.
• How long will my section of the health assessment take to complete?

  It is hard to estimate how long your health assessment will take as it depends on how detailed your work history is and whether you have used ResHealth before.

  We suggest that you leave approximately one hour to register and complete your section.

• Can I complete a former worker health assessment in ResHealth?

  Currently, ResHealth supports the health assessment process for current coal mine workers.  Retired and former mine and quarry workers can access information on free lung checks and how to apply.

• I am encountering an 'Access Decision' message and cannot get into my account after linking my identity.

  If you are encountering an access decision message when signing up for ResHealth, this may indicate that the details verified in QDI  do not match the details entered by your employer when creating your health assessment.

  If you have already signed up for ResHealth previously, your employer will need to cancel your health assessment and re-create it using information that matches your existing account. You can then sign-in to your existing account to access your HA.

  If you are new to ResHealth, your employer can correct the details on your health assessment. Once the details are correct, you can sign-in to your new account, and re-link your QDI account.

• An employer has initiated a health assessment for me, but I cannot find it within my account.

  If you are unable to locate your anticipated health assessment in your ResHealth account, please contact your employer and confirm that your Health Assessment has been submitted using your correct and complete name and date of birth.

Employer

• When do I have to start using ResHealth?

  From 1 April 2023 it became mandatory to complete Health Assessments in ResHealth.

• How does the worker complete their section if they don’t have access to a computer or an email address?

  The worker section in ResHealth is mobile-friendly so workers can complete their section anywhere, on any device, such as a tablet or a smart phone.

  A personal email address is required to sign-up with ResHealth, and register a Queensland Digital Identity.

  For assistance, there are online support videos Workers may also seek assistance from their employer, the medical practice where they have their examination, or a friend or family member, and can contact the ResHealth support team on (07) 3818 5420.

• I need to join my company account

  To join ResHealth as an employer representative, you must be invited by an existing, registered 'Super user' of the company. When invited, this will send an invitation email containing a unique link that can be used to complete the sign-up process. Please ensure you provide your full correct name and date of birth to your company contact to ensure your details are correct on the invitation.

• I need to create a company account

  To create an account for your company, and yourself as an employer representative of the company, you must start by completing the company registration form.

  This will create a company profile within ResHealth, and generate an invitation code that will be sent via email. Using this unique link, you can sign-up for your account, and begin administering health assessments on behalf of your company.

  Note: Prior to completing company registration, ensure that the company has not been registered previously to avoid duplicate accounts - health assessment records cannot be accessed between seperate instances of the same company.

• I submitted the employer section, but my worker cannot find it in their account.

  When completing the Employer Section in ResHealth, it is essential that details being entered are accurate and that there are no mismatches of information - such as incorrect spelling of names, spaces at the start or end of a name, or errors in date of birth. Any errors in information will result in workers not being able to locate the Health Assessment. If errors have been made, the employer will be required to cancel the HA and initiate a new one with the correct details.

• I created a company account - now I cannot get through

  When creating a company account, you must complete the company registration form. Upon completing this form, you will be sent an invitation email, and a unique link you can use to complete the sign-up process as an employer representative.

  If you encounter an error during the sign-up process, please contact the ResHealth support team for further assistance.

• My worker got the invitation but cannot access their account

  When completing the Employer Section in ResHealth, it is essential that details being entered are accurate and that there are no mismatches of information - such as incorrect spelling of names, spaces at the start or end of a name, or errors in date of birth. Any errors in information will result in workers not being able to locate the Health Assessment. If errors have been made, the employer will be required to cancel the HA and initiate a new one with the correct details.

• I need to change the AMA I assigned on a health assessment, do I have to cancel the health assessment and start again?

  If you have assigned the wrong AMA to a health assessment you do not need to cancel it and start again.  Provided the alternate AMA has a current appointment for your company, once provided the HA reference number and the workers name and date of birth, the alternate AMA will be able to find the health assessment for your worker in ResHealth and claim it for completion.

Self employed

• I am an employer representative and need my own Health Assessment - How can I complete this?

  If you are an employer representative, and you also require a health assessment, you will need to have two ResHealth accounts.

  For example - if you are a sole trader or self-employed coal mine worker, if you already have a company account set up you will need to log in and initiate your health assessment.  You will then need to sign in to your worker account to complete the worker section of your health assessment.

  Please see our Sole Trader fact sheet for more detail on this process.

Medical provider

• Am I still required to keep records of all my health assessments as per the legislation?

  Yes. You can download a PDF of the sections relevant to your role.

• Why can't I find a health assessment?

  There may be several reasons you cannot find a health assessment within ResHealth, for example:

  • the worker has not completed a health assessment within ResHealth and/or the worker has not yet submitted their section within ResHealth for their current health assessment process; or
  • some of the information you are using could be incorrect, E.G HA reference.

  If this is not the case, then contact a member of the team at ResHealth for assistance on (07) 3818 5420.

• I have uploaded the wrong document and pressed submit, what do I do?

  If you have completed a Health Assessment with unintended documents attached, these can be removed as part of an amendment.

  The amendment can be made by selecting 'Health Assessment details' from the dropdown on the completed assessment, and then 'Amend health assessment' at the bottom of the details screen.

  The documents can then be modified/removed within 'Manage documents'.

• How do I access past records that were completed using a paper form?

  Supervising doctors and examining doctors (examining medical officer) registered with RSHQ can continue to access a worker’s health assessment records from the Health Surveillance Unit via the AMA Portal. In future if a worker provides their consent digitally and if available, records may be accessed in ResHealth.

• How do I register for ResHealth?

  As a registered doctor, and upon completion of your provider application, you will receive an email invitation from the ResHealth team. This email will contain a unique link which can be used to sign-up for ResHealth.

• If a worker has ticked yes to a condition in their medical history, is it mandatory for the EMO to make a comment?

  No, however, as with the paper form, the examining medical officer (EMO) comments do assist the appointed medical adviser (AMA) to conduct a thorough assessment of the worker’s fitness. Including comments also reduces the chance of an AMA having to send the health assessment back to the examination stage, if they feel they need more details from the EMO.