Managed rehabilitation equipment service

ACC is responsible for assessing and providing rehabilitation equipment required by a claimant as a result of personal injury.

Overview of equipment

Definition

Equipment is a re-usable aid that assists a claimant in their daily living activities.

Eligibility criteria for equipment

A claimant is eligible to receive equipment if they have:

• an accepted claim, and
• an entitlement to receive funding for rehabilitation equipment (social or vocational).

ACC is not responsible for providing equipment if:

• The claimant already possesses equipment, which has a similar function to that recommended in the assessment. Exceptions to this can occur if the piece of equipment is unsuitable due to its age or condition.
• The piece of equipment is more expensive than an item that is strictly required to meet the claimant’s identified needs.
• The equipment (or any item used in association with the equipment) requires replacement due to the claimant neglecting, abusing or misusing the equipment.
• The claimant, after injury, disposed of a piece of equipment that had a similar function and was suitable.

Managed Rehabilitation Equipment Services (MRES)

MRES contract providers

The MRES providers manage ACC’s rehabilitation equipment on behalf of ACC. ACC owns the equipment that is loaned to claimants and the MRES providers manage the process of loaning and collecting the equipment.

This makes it possible to:

• Recycle equipment for other claimants to use, by getting equipment returned when claimants no longer need it.
• Gain better buying power when purchasing equipment.
• Ensure that ACC can provide the best quality equipment to claimants.

Using the MRES providers ensures that when a claimant has finished using the piece of equipment, ACC retains possession of the item.

When an item is purchased from another supplier, the item will not have been through a best price for best quality assessment and will not be tracked, meaning that the equipment may not be returned to ACC.

Contacting ACC’s MRES providers

ACC has two MRES providers. These are:

Accessable (responsible for Northland, Auckland and Waikato)
Main contact: Craig Tweedie PO Box 27 804 18A Frost Rd Mt Roskill Auckland Phone: (09)6201700, ext813 Fax: (09)6201702 Freephone: 0508001002, ext813 Email: ctweedie@accessable.co.nz	Alternative contact: Sapphire Kainuku PO Box 27 804 18A Frost Rd Mt Roskill Auckland Phone: (09)6201700, ext835 Fax: (09)6201702 Freephone: 0508001002 ext835 Email: skainuku@accessable.co.nz

Enable NZ (responsible for the rest of the country and the Chatham Islands)
Primary contact: Customer Services Phone: (06)3535850 Fax: (06)3535877 Freephone: 0800170091 Email acc@enable.co.nz North Island: Dean Chapman Phone: (06)3535831 Email: dean.chapman@enable.co.nz South Island: Mark Veitch Phone: (03)3717602 Email: mark.veitch@enable.co.nz	Secondary contact: North & South Island: Scott Ambridge Phone: (06)3535833 Email: scott.ambridge@enable.co.nz

Responsibilities of MRES providers

MRES providers are responsible for:

• Providing ACC with the best price for the best quality equipment. All items on the Standard and Complex Equipment Lists have been through a best price for best quality assessment.
• These items can be refurbished most effectively and are most durable so that ACC gets a long useable life from the equipment and better value for money.
• Tracking the equipment and reclaiming it.

• Repairs, maintenance, refurbishment.

What is covered by the MRES contract

Equipment in the MRES contract includes:

• Easily removable housing modification equipment such as handrails (installation is not included – case owners need to organise this themselves).
• Electric mobility scooters.
• Items that help claimants with their daily living activities such as mobility aids (eg a wheelchair), bathroom aids (eg a shower stool), kitchen aids (eg a kitchen trolley).
• Vocational equipment such as ergonomic equipment.
• Equipment required both short and long term.

What is not covered

The MRES contracts specifically exclude:

• Medical consumables
• Hearing aids or hearing aid batteries
• Orthotics
• Prosthetics
• Equipment specifically designed for use of the visually impaired
• Rental equipment
• Equipment under $60 (excl. GST) outside the Standard Equipment List
• Ventilators.

MRES policy

Instructions for claimants

The assessor should teach the claimant how to use the equipment when the equipment is delivered.

If claimants need further instructions for the use of their equipment, they will need to discuss this with their case owner, who then makes a request to the appropriate assessor.

If English is the claimant’s second or subsequent language, please contact the case owner to organise assistance from Language Line.

Reissuing equipment

MRES providers will supply reissued equipment to claimants before purchasing them new equipment, reducing scheme costs.

The reissue price will reflect the costs of sanitising, servicing, repairing, or refurbishing the equipment, as necessary.

What to do when reissuing is unsuitable

For some claimants, reissued items will not be suitable for religious or cultural reasons, eg sleeping on a used mattress. These reasons should be recorded in the notes/comments section of the ACC96 Equipment Order Form (DOC219K) as part of the assessment so MRES providers can ensure that only new items are sent to the claimant.

Refurbishment of equipment

Equipment refurbishment is restoration equipment by the MRES providers after it has been collected from (and used by) a claimant.

The MRES providers assess all previously issued items for suitability of future use, and carry out any servicing or repairs needed so that other ACC claimants can use the items. Any items that are unsuitable for reissue are disposed of.

Repair and maintenance of equipment

Equipment repair is maintenance or repair of equipment while it is issued to a claimant.

Equipment parts that fall under repairs and maintenance, such as Transcutaneous Electrical Nerve Stimulation (TENS) machine electrodes, must be supplied by ACC Medical Consumable contract holder ProPharma.

Equipment maintenance

Scheduled maintenance

If maintenance is scheduled then the MRES provider will call or email the case owner and/or claimant to remind them when maintenance is required.

Routine maintenance

The claimant or a support person can complete routine maintenance of equipment themselves. If this is not possible, the MRES provider will complete the maintenance for them.

The instructions for routine maintenance will be detailed in an accompanying manual that the claimant or caregiver must adhere to.

Note:
The MRES providers can supply parts or consumables for maintenance such as wheelchair tyres or inner tubes.

Equipment repair

If the case owner is contacted about equipment repairs then they should get in touch with the relevant MRES provider who will:

• acknowledge the request
• contact the claimant within one day of receiving the request
• arrange the equipment’s repair as soon as possible.

All new equipment items are subject to a minimum 12-month guarantee against damage caused during delivery and defective materials or workmanship.

If the equipment needs repairs during the guarantee period the provider is responsible for the costs of:

• Promptly repairing or replacing the item.
• Providing a temporary item during this time.
• All associated collection and delivery.

If the equipment needs repairs outside the guarantee period, the provider invoices ACC for these costs.

Abuse or misuse of equipment

If a claimant neglects, abuses or misuses a piece of equipment, ACC is not liable for the replacement or repair cost, and can ask the claimant to pay for or contribute to the costs of repair, maintenance or replacement.

Note:
ACC may still be obliged to provide the claimant with equipment, so discuss the matter with your technical claims manager or team manager.

Process when MRES providers suspect abuse/misuse of equipment

MRES providers will not begin repairs, maintenance or refurbishment on rehabilitation equipment if they believe repairs are needed due to neglect, abuse or misuse by the claimant.

The providers will contact the relevant case owner to discuss the matter and provide written confirmation of the reason for refurbishment, repair or maintenance.

Time frames for MRES deliveries

List type		Delivery timeframe
Urgent equipment	received before 1pm (and not rural delivery)	same day
	received on or after 1pm (and not rural delivery)	within 24 hours
	rural delivery	three working days Note: Courier and/or freight costs for urgent equipment items will be significantly higher that normal delivery costs
Standard, complex, and stored equipment	standard delivery	two working days
	rural delivery	five working days.
Non-list equipment (including customised equipment)		The MRES provider will contact the case owner with an expected delivery date so they can inform the claimant Note: Customisation or sourcing of items may lead to longer delays. If this occurs, it may be necessary in the interim to use a Standard or Complex Equipment List item for the safety of the claimant or carer.

ACC will be invoiced at the actual cost for the delivery and collection of equipment.

MRES order form

ACC96 Equipment order form (DOC219K)

MRES equipment lists

There are three MRES equipment lists that form the Managed Rehabilitation Equipment Services (MRES): Service items and prices (XLS68K) spreadsheet:

• Standard Equipment List
• Complex Equipment List
• Urgent Equipment List

The equipment lists hold the service item codes for each of the equipment items, and the new and refurbish costs for these items.

Standard Equipment List

The Standard Equipment List contains equipment items that generally:

• are below $1000 when new
• require minimal or no customisation for a claimant
• are easy to refurbish and are simpler items than those on the Complex Equipment List.

Note:
Items on the Standard Equipment list can not be trialled.

Complex Equipment List

The Complex Equipment List contains equipment items that generally have one or more of the following characteristics:

• $1000 or more when new
• needing customisation for a claimant
• related to complex items (eg cot sides for bed)
• required less often than Standard Equipment items
• needing detailed evaluation or a specific type of evaluation (eg wheelchair seating, office chairs) to meet claimant needs.

Note:
Items on the Complex Equipment list can be trialled.

Urgent Equipment List

The Urgent Equipment List:

• is a subset of the Standard and Complex Equipment Lists
• has items that can be delivered quickly when required for the safety of a claimant or home care worker.

Note:
Urgent items can not be trialled.

Non list equipment

Items that are not on the Standard or Complex Equipment Lists are supplied ‘at-cost’ from the providers.

Photographs of these equipment items are available in PDF form at www.accessable.co.nz/equipment.php (external link)

• ACC Equipment Photos - Complex (PDF678K)
• ACC Equipment Photos - Standard (PDF1.3M)

All lists were developed to meet the needs of the majority of claimants. They are living documents that are updated regularly in consultation with subject matter experts including Social Rehabilitation assessors, MRES providers and ACC. Please ensure that you are using the most recent version of the list.

Additions and deletions to the equipment lists

If you have or receive suggestions of equipment item changes, please direct them to the MRES providers.

Vocational rehabilitation equipment

Equipment may fall under vocational rehabilitation if the outcome of the rehabilitation is to:

• Maintain employment,
• Obtain employment, or
• Regain or acquire vocational independence.

Provision of vocational equipment

ACC will provide vocational equipment if there is an assessed injury-related need and the equipment item(s) are required to address that need.) ACC may purchase this equipment though the MRES providers by using the Process: Assess MRES equipment needs.

Packages of care

A Package of Care is a combination of home-based rehabilitation entitlements especially designed for uncomplicated injuries, such as a fractured ankle. The design of the package varies according to the claimant’s injury type and living situation. Packages of Care do not include complex equipment. If this equipment is required, the need must be identified by one of the standard processes in

Process: Assess MRES equipment needs.

A Package of Care equipment is limited to:

• Shower stool (see the Standard Equipment List)
• Easi-reacher (see the Standard Equipment List)
• Urinal (see the Standard Equipment List)
• Non-slip bathmat (see the Standard Equipment List).

Note:
For the first six weeks following an acute discharge the hospital is responsible for providing equipment. In these cases, the Package of Care provided by ACC will not include equipment, as this would be supplied by the hospital.

Process: Sourcing equipment following discharge from hospital

On discharge from hospital, the claimant may require equipment after the 6 week period for which the District Health Board (DHB) is responsible.

The following scenarios may apply depending on the hospital’s recommendation:

If the hospital recommends that equipment is required…	then…
for less than six weeks	the hospital is required to provide all equipment at no additional cost to ACC. Under no circumstances will ACC fund any part of any equipment on discharge of a claimant from hospital. ACC has already paid for this equipment as part of other agreements.
for more than six weeks	If…	The case owner….	Then…	And…
	hospital discharge assessment (Equipment Identification form) is sufficient	generates an equipment order (ACC96 with purchase approval) to send to the MRES providers. See Process: Supply MRES equipment.	ACC equipment is delivered to the claimant by the MRES provider.	the DHB collect their equipment.
	hospital discharge assessment (Equipment Identification form) is NOT sufficient	organises a Social Rehabilitation Assessment, from which an equipment order (ACC96) is sent to the MRES providers. See Process: Assess MRES equipment needs.	ACC equipment is delivered to the claimant by the MRES provider.	the DHB collect their equipment.
	hospital discharge assessment recommends a Package of care	generates an equipment order (ACC96 with purchase approval) to send to the MRES providers. See Process: Supply MRES equipment	ACC equipment is delivered to the claimant by the MRES provider.	the DHB collect their equipment.
	the equipment is: required for just a short time over six weeks; and tricky to install or remove and doing this would disrupt the claimant; and cost effective to continue to supply through the DHB	Determines how much longer equipment is required, and generates a purchase approval authorising the DHB to extend the equipment loan beyond six weeks and send this to the DHB.	The DHB equipment remains with the claimant.	The DHB collect their equipment at the end of the approved timeframe.
for more than six months	ACC starts funding the equipment from the point of discharge. If the hospital assessment is sufficient to satisfy a purchasing decision for the equipment, then the case owner will order equipment using Process: Supply MRES equipment. The MRES provider can consider purchasing the equipment items from the hospital if equipment has been customised for the claimant. OTHERWISE The case owner: arranges a Social Rehabilitation Assessment, using Process; Assess MRES equipment needs. follows the equipment supply process using Process: Supply MRES equipment

Process: Assess MRES equipment needs

This process is followed to assess a claimant’s equipment needs:

1. Case owner initiates a referral to a contracted assessor by completing a purchase approval

• The hospital service
• Social rehabilitation assessor
• Vocational rehabilitation assessor
• Serious injury assessment
• Primary provider (eg GP, Physio)
• Claimant or their family contacting ACC or the assessor.

2. The case owner authorises the purchase approval by entering it in MFP.

3. The assessor contacts the claimant, assesses their needs, completes and emails a report to the case owner (detailing all the options to meet the identified need, and the outcomes of providing equipment) together with a completed ACC096 if equipment is required.
4. What happens next depends on whether or not the equipment meets one of the following two cases, if not go to step 5:

If the item(s) price (excluding GST) are…	And the items are……	then…
under $450	on the Standard or Complex Equipment Lists and the assessor has been given approval to order directly from the MRES supplier	the assessor emails the ACC96 Equipment order form (DOC219K) directly to the MRES provider. Note: No purchase order number is needed for this. End of process, for information on supplying MRES equipment. See Process: Supply MRES equipment.
the items are under $60.00 (excluding GST)	not on the Standard or Complex Equipment lists	• with the case owner’s approval, the claimant or caregiver can purchase the items directly and seek reimbursement from ACC using the ACC1 Form (service item code EC60). • the assessor can purchase the items directly, without case owner approval, and send an invoice for the cost (service item code EU60). See Ordering non-list equipment under $60 (excl. GST). End of process

5. What happens next depends on whether or not the case owner agrees with the report and whether the equipment is on the Standard or Complex list or not:

If the case owner…	And the equipment is…	then…
agrees with the assessor’s assessment	is on the Standard or Complex list	the case owner creates a purchase approval for the equipment. End of process, for information on supplying MRES equipment. See Process: Supply MRES equipment.
	not on the Standard or Complex list	The case owner forwards the completed ACC096 to the equipment provider for a pricing. If case owner agrees with the pricing they create a purchase approval for the equipment. Note: The MRES providers will NOT process orders until a purchase approval number is provided. End of process, for information on supplying MRES equipment. see Process: Supply MRES equipment.
does not agree with the assessor’s assessment		the case owner can seek more information from the assessor and determine if alternative items (preferably on the Standard or Complex Equipment Lists) will meet the claimant’s requirement (discuss with the assessor or MRES supplier). The assessor may amend the report and provide a new ACC096.

Process: Supply MRES equipment

This process is followed when ACC has received an assessment which indicates a claimant’s need for equipment and the case owner agrees with this assessment.

1. Unless the equipment was ordered by an assessor approved to order list items under $450 (see Procedure: Consider whether to authorise an assessor), then the case owner creates a purchase approval for the recommended equipment. Equipment is processed as though it were a service.
2. The case owner sends the ACC089 Terms and Conditions of Equipment Supplied with the approval letter REQ02 Equipment for independence approval to the claimant (with a pre-paid self-addressed envelope) and asks the claimant to complete and return this form within five days of receiving the equipment. Let the claimant know that the assessor may want to sign this form (when checking the equipment) prior to them returning the form
3. The MRES provider will fax or email the case owner and the assessor an acknowledgement of the order which will include the claimant details, the equipment to be supplied, the price of the equipment, and the availability date.
4. The case owner should check for any action points required, and should contact the claimant with the expected delivery dates if non-list or customised equipment is being delivered.
5. The case owner documents all actions taken on the claimant file including reports, decisions, emailed requests and replies, and letters.
6. MRES providers deliver the equipment to the claimants.
7. If the assessor requested that they give approval for the equipment( after delivery to the claimant, to confirm that it is suitable to meet the claimant’s assessed needs) then use the table below to see what happens next:

If the equipment…	And the assessor…	then the assessor…
matches the specifications on the ACC96 Equipment order form (DOC219K)	considers it is suitable to meet the claimant’s needs	approves the equipment, signs the ACC089 and sends to ACC within five days of delivery. The case owner removes the Receipt required tick from the MFP purchase approval go to step 8
	does not consider it is suitable	does not approve it, and contacts the case owner to organise collection of the item. If the MRES providers can not return the item to the manufacturer, ACC is charged for the item. The case owner asks the assessor to complete a new ACC096 with fresh, very clear specifications.
does not match the specifications on the ACC096		does not approve it and informs the case owner. The case owner organises for the MRES provider to collect the item and does not pay for it. The case owner asks the provider to dispatch equipment that does match the specifications.

8. The claimant signs the ACC089 within five days of delivery. If not the case owner follows up with the claimant.
9. MRES providers send the invoice to the case owner including the purchase order number if applicable.
10. Case owner checks the invoice to ensure that the invoice has:

• Service item codes (if not the Case Owner sends to the MRES provider to amend) and
• A purchase approval number is listed unless the equipment was ordered by an assessor approved to order list items under $450.

11. When the invoice is ready then the case owner sends the invoice to the Hutt Processing Centre.
12. The Hutt Processing Centre checks the invoice. If either of the following things are missing then they are returned to the case owner:

• the service item codes
• the purchase approval number (unless the equipment was ordered by an assessor approved to order list items under $450)

13. The Hutt Processing Centre processes the invoice.

Process: Trial of equipment

If necessary, Complex Equipment List items and non-list items can be trialled.

If equipment is trialled and found suitable for the claimant, it is expected that this item will then be purchased by ACC.

Payment for the trial

Payment will be made for the item trialled as if it were a Complex Equipment List item being issued:

• If the trial finds the equipment suitable, the trial management fee (service code EMANT) and the cost of the equipment will be paid.
• If the trial is finds the equipment unsuitable, the trial management fee (service code EMANT) will be paid only.

The process

The following process occurs if the assessor has indicated on the ACC096 Equipment Order Form that they want to trial the equipment with the claimant, once the equipment has been requested from the provider.

1. The case owner chooses whether to approve:

• the trial only
• both the trial and purchase

2. The MRES provider contacts the assessor, claimant or the case owner to co-ordinate delivery of the equipment to trial.
3. The assessor trials the equipment with the claimant for a period of seven days.

4. After the seven-day trial, the assessor will provide a follow-up assessment and will make a recommendation to the MRES provider (see the table below).

If assessment recommends…	and…	then the…
the equipment as suitable	the assessor has selected ’Trial only’ for the equipment on the ACC096 Equipment Order Form (DOC219K)	MRES provider contacts the case owner to: tell them that the trial item is suitable request the case owner approves the item so the provider can invoice ACC for the item.
	the assessor has selected ’Trial and purchase’ for the equipment on the ACC096 Equipment Order Form (DOC219K)	MRES provider sends ACC an invoice for the item
the equipment as not suitable (Important: see Notes about returns.)	no other equipment is required	MRES provider arranges collection of the equipment
	an alternative item has been requested for trial by the assessor	MRES provider arranges collection of the existing equipment case owner decides whether to approve the assessor’s request to trial another item
that a further seven-day trial is required	n/a	MRES provider notifies the equipment supplier of the extension. The assessor will complete a further follow-up in seven days. Note: Trials should in most instances be only for one seven-day period, and should not go on for more than three seven-day periods.

Notes:

• Rehabilitation equipment should be returned without delay and in the condition that it was received.
• Bathing equipment should only be trialled on dry-runs.

Procedure: Consider whether to authorise an assessor

The case owner can give an assessor prior approval to order equipment from the Standard or Complex List of a total value of $450 (excluding GST) per order directly from the MRES provider.

This aims to:

• Improve customer service. The equipment can be ordered earlier, without waiting for case owners to approve and request items.
• Save the case owner’s time. Assessors can do this directly.
• Ensure that equipment required urgently is not delayed unnecessarily.

When determining whether to authorise an assessor, the case owner should consider for each order:

• Whether the assessor will use this authority wisely.
• That the assessor is aware that they must order items only from the relevant contracted MRES provider for the area (Enable NZ or Accessable; see Contacting ACC’s MRES Providers).
• That the assessor is aware that they must only order items that are on the Standard or Complex List equipment.
• That the assessor is equipped with an up-to-date copy of the Standard and Complex Equipment Lists.
• If the total order of equipment from the Standard Equipment List is likely to be less than $450 (excluding GST) – excluding freight and collection.
• If the claimant is likely to require urgent equipment.

Note:
Consider and decide whether to give prior approval each time a referral is sent for an assessment with a new claimant.

There are no ‘pre-approved assessors’ who have the delegation to order equipment as they see fit. The decision remains with the case owner for each order.

Procedure: Ordering non-list equipment under $60 (excl. GST)

A claimant, caregiver or assessor can provide equipment items costing less than $60 which are not on the MRES equipment lists directly to the claimant by purchasing the equipment (eg bath mats, kitchen utensils) from whichever local supplier they choose.

Whether prior approval is required depends on who the request is from:

• Claimants and caregivers require prior approval from the case owner for this. The case owner must create a purchase approval (service item code EC60).

• An assessor does not require prior approval to purchase non-list items costing under $60. Their authority to approve and supply equipment to a claimant is limited to items that individually cost $60 or less (excluding GST).

Note:
Such items are not covered by the MRES contracts, so the equipment is not subject to the same guarantees for repair and replacement.

Process: Ordering non-list equipment

For non-list equipment being requested then the assessor must complete the ‘Non-list equipment items’ section of the ACC96 Equipment order form (DOC219K) and include a detailed explanation of why a standard or complex equipment list item is not suitable for the claimant.

The case owner should check the rationale provided on the ACC096 and either:

• order the item if the rationale is okay, or
• email the assessor or the MRES provider if they believe an item on the Standard or Complex Equipment List would meet the need.

The MRES provider will also check the rationale provided on the ACC098 to ensure:

• that an item of the standard or complex equipment list would not meet the need of the claimant, or
• that they don’t have a similar alternative item in store, and
• the rationale is acceptable, and
• that the equipment is not a housing or vehicle modification.

If the MRES provider thinks that the rationale meets any of the criteria above, they will contact the assessor or case owner to discuss the order. The case owner should discuss the issue with the assessor, decided if the order should proceed or be altered, and inform the MRES provider.

MRES providers will then contact the case owner with the price of the non-list item and request approval of price before proceeding by way of a purchase approval. To generate the purchase approval use the non-list equipment service item codes. The MRES providers will not proceed with the order until they receive a purchase order number.

Note:
There is no longer a requirement for competitive quoting for high cost items. The item will be purchased at the cost price by the provider who is paid a management fee for their management of the item (eg organising its provision to the claimant and its recall from the claimant, etc).

Urgent equipment orders

Equipment required urgently for a claimant or caregiver (for their safety) can be requested by the assessor:

• from the Urgent Equipment List
• directly from the MRES equipment provider
• for a period of up to two weeks without prior approval.

The assessor must then seek retrospective approval from the case owner.

The assessor must:

• inform the case owner that this item has been provided for the claimant
• list the item as an option on the assessment report.

Beyond the two week period, approval must be given by the case owner once the report is received from the assessor.

Non-standard equipment

If the case owner needs items delivered urgently that are not on the Standard Equipment List, they must use the service item code EURG when placing an order.

Note:
These deliveries will be made overnight unless otherwise specified.

Terms and conditions of MRES supplied equipment

As ACC owns the equipment provided to claimants, the claimant must sign an ACC089 Terms and Conditions of Equipment Supplied by ACC. This form acknowledges ACC’s ownership of the equipment and outlines the responsibilities of each party.

If the claimant does not sign the ACC089 and return it within five days then the case owner will follow up until they do.

Assessor checking delivery

In some cases (particularly for non-standard and complex list items), the assessor can ask to check and confirm the item, once it is delivered, to confirm it is in fact suitable to meet the claimant’s assessed needs.

If the assessor has requested they check and approve the delivered items, then they must also sign the ACC089. In these cases the assessor must return the form within five days of delivery.

ACC cannot pay for the equipment until the assessor’s approval is received.

Process: Recall of MRES equipment

When ordering equipment, check on the ACC96 Equipment order form (DOC219K) form that the assessor has indicated a likely recall date so that the MRES provider can collect the items. The case owner adds this date to the ACC089 form to ensure that the claimant is aware of this.

If it is expected that the item is required for life or for many years by the claimant, this should be noted on the ACC089 form. Otherwise the MRES providers will use a default recall date.

When recalling an equipment item, the MRES provider will contact the claimant one week before the indicated recall date to arrange collection of the equipment. ACC pays the cost of collecting recalled items.

If the claimant wants to continue using the equipment after this date, the MRES provider will instruct the claimant to contact the case owner (and will also advise the case owner themselves), who can co-ordinate a revised recall date if necessary.

The claimant, assessor or the case owner can contact the MRES provider at any time to organise collection of equipment that is no longer required (preferably by email). It is useful to provide the claim number and an asset number if the item has one. Contact details for the provider will be on a label attached to all equipment items, or see Contacting ACC’s MRES providers.

If the item has not been collected within 48 hours, please contact the MRES provider to let them know that this has happened.

Process for MRES providers receiving vehicle modification orders

When an item is ordered from Managed Rehabilitation Equipment Services (MRES) that relates to a claimant’s motor vehicle, MRES will consider it a vehicle modification.

When this happens, MRES providers will:

1. decline the request, advising the case owner:

• it is a vehicle modification
• that the case owner needs to get an assessment from a Transport for Independence assessor and a quote from a certified modifier

2. inform the case owner that these items are funded by ACC but are purchased and installed by the Assessor and the Certified Modifier
3. refer the case owner to Operational Risk for further advice or delegations.

Process for MRES providers receiving housing modification orders

When an item is ordered from the Managed Rehabilitation Equipment Services (MRES) providers that:

• is going to be permanently installed
• is not expected to be returned
• needs installation of more than 10 screws,

then that item is considered to be a housing modification.

When this occurs, the MRES providers will:

1. decline the order unless it is accompanied by a completed ACC257 Housing modification assessment report and an ACC457 Housing modification building advisor report.

2. advise the case owner that they need to have an assessment from:

• a provider holding a Complex Social Rehabilitation Assessment contract; and
• a Building Advisor that notes the injury related need for the item and the most appropriate and cost effective options.

3. inform the case owner that these items are normally funded by ACC, coordinated by the Building Advisor and supplied by the builder.
4. refer the case owner to Operational Risk for advice or delegations.

Procedure: Primary provider and claimant initiated requests for equipment

When the need for equipment is identified by a primary provider such as a GP or physiotherapist or by a claimant contacting ACC the following options need to be considered:

0. Should the equipment be provided under the public health acute contract (ie claimant visited hospital for acute care)?

If..	Then…
No	Go to step 2
Yes	Hospital will provide the equipment. Go to Process: Sourcing equipment following discharge from hospital

1. Is the equipment acute, non-hospital equipment? These will only be items such as crutches, shower stools and transit wheelchairs. For example, a newly injured claimant attends an after hours medical centre and needs crutches.

If..	Then…
No	Go to step 3
Yes	Claimant gets equipment required from GP or other primary provider under Ancillary treatment no link, The claimant pays for these items and seeks reimbursement by completing an ACC1. (note: sometimes a refundable deposit is required; ACC is not responsible for the payment of this).

2. Is a Package of Care appropriate?

If..	Then…
No	Go to step 4
Yes	Go to Packages of Care

3. Is a hospital assessment sufficient to satisfy a purchasing decision for the equipment or is there a prior assessment that recommends the item as an option?

If..	Then…
No	Case owner to organise a social rehabilitation assessment. Go to Process: Assess MRES equipment needs.
Yes	• Equipment can be ordered via Managed Rehabilitation Equipment Services (MRES) Go to Process: Supply MRES equipment above.

Note:
A purchasing decision must always be made for equipment. If none of the options in 1 to 4 are possible, a Social Rehabilitation Assessment will always be required to satisfy this purchasing decision.

Last updated: 13October2009

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