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COVID-19 Alert Level Changes – what you need to know
All information related to the COVID-19 response is available on our website, including telehealth provisions.
A reminder that we continue to have telehealth enabled, where clinically appropriate, across ACC’s contracted services. Telehealth also remains available at all COVID-19 alert levels for services delivered under the Cost of Treatment Regulations (CoTR), where clinically appropriate, via an interim non-regulated rate.
If you usually send manual invoices via post, we request that you instead send these to us digitally through one of the options listed on our website, to make sure they’re processed efficiently. For those unable to use our digital services, please send a PDF of your invoice to one of these monitored email addresses:
Our Auckland branches will remain closed while in COVID-19 Alert Level 3. All other branches around Aotearoa are open and maintaining physical distancing guidelines to keep everyone safe. More information for clients is available on our website.
Thank you for continuing to provide support to clients during this time. |
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Changes to our team structure here at ACC
We began, in July of last year, making changes to the way Provider Service Delivery operates. The changes were designed to help our teams work faster and more efficiently — allowing us to be more responsive to you and your needs. Building on this progress, we have today made some changes to our team that are aimed at further strengthening our relationships with you. Importantly, your day to day interactions with us won’t change – so please continue to contact us through the provider helpline, or by reaching out to your Engagement and Performance Manager, or through your Strategic or Clinical Partners.
Recovery and Partnerships
The changes we’re implementing this week continue improvements in how our teams work together within ACC, how we prioritise the work we do, and how we strengthen relationships across the health sector. The new way of working requires us to break down some of the siloes that exist within our business; for instance, those in our portfolio team who implement and manage service contracts will now work alongside our teams who work directly with clients to support their recovery, in a consolidated team we call Client Recovery. This will be led by Gabrielle O’Connor.
Dr John Robson continues as our Chief Clinical Officer and will lead a team called Health Partnerships. He’ll continue to lead key, strategic work to improve equity in access and recovery outcomes for those who are injured. His teams within Health Partnerships will work to build strong and enduring relationships within the health sector — relationships that deliver even greater value to those with whom we work. We’ll look to highlight in the coming weeks and months specific initiatives and pieces of work that best illustrate these bold steps forward.
Gabrielle and John will work closely together to ensure the seamless delivery of services to you and our clients.
What this means for you
You’re unlikely to notice much change as we implement the changes: you can still reach us through our usual channels. In the weeks ahead we’ll share more information about how we intend to incorporate your voice in our work, what we’re doing to communicate clearly and consistently with you, what you can expect from your relationship with us, and the types of contracts and situations where you may be able to more closely partner with us.
Our ambition is to keep working to make it better and easier to work with us. That will mean we keep listening, learning, and adapting to you and your needs. As always, if you have any questions or concerns please let us know. |
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We’re extending Purchase Order (PO) numbers to eight digits
We recently updated our systems to accommodate 8-digit PO numbers after all available 7-digit PO numbers were exhausted. We are working with Practice Management System (PMS) vendors to ensure their systems can accommodate 8-digit PO numbers, while also future-proofing their systems to accommodate up to 10-digit POs.
During this transition period we are temporarily issuing 7-digit PO numbers to minimise any disruption to you. We hope to have all providers using 8-digit PO numbers by the end of June 2021.
If you receive an approval email with an 8-digit PO number, rest assured it is still valid— here’s what you need to do:
- If your system can accommodate 8-digit PO numbers — please use the 8-digit PO number for all invoicing and communications from now on.
- If your system cannot currently accommodate 8-digit PO numbers — please remove the ‘1’ at the front of the PO number to make it 7 digits.
If you use the ACC claim number field to enter your PO number please keep the leading zeros, so the PO number has 7 digits.
We’ll let you know in a future provider update when we start issuing 8-digit PO numbers externally. If you have any questions in the meantime, please email LaiLeng.Tukua@acc.co.nz. |
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Update on email response and call wait times
We updated you, in early December, on what we’re doing about reducing delays some of you had been experiencing when trying to get through to us by email and phone.
Since then we increased our efforts on working through the backlog of emails. This included requests for things like referrals and purchase orders, which led to a higher volume of follow-up calls. This increased traffic resulted in an increase in call wait times. We therefore made fixing the existing email backlog a priority.
We added additional staff, refined processes, and implemented overtime shifts to help work through the email backlog. This is having an impact and we’re now responding to emails within 1-3 days.
Call wait times are reducing
We’re also answering your calls quicker than before, but recognise that especially during peak times, your wait is longer than ideal. We expect call wait times to continue to improve, now that we’ve worked through our backlog of emails.
MyACC is available as an alternative to phone and email
You can also help us to reduce call volumes by reminding your clients they can use MyACC for managing their medical certificates and weekly compensation payments quickly and directly. This will remove the need for you to call or email.
Thank you for your patience as we work to deliver a better recovery support experience for you and our clients. |
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Contract variation - case review introduced
We’re introducing new clauses in the Physiotherapy Services contract to enable the subcontracting of Clinical Directors’ case reviews. This applies to clinics where Clinical Directors are sole operators, or they do not have suitably qualified staff to review their own claims.
You should have received a letter of variation, effective from 1 March 2021, if you work under the Physiotherapy Services Contract.
The Physiotherapy Services Operational Guidelines will be updated to provide further guidance on this variation. If you have any questions, please contact us at alliedhealth@acc.co.nz. |
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