Trialling a new model for engaging with clients
We’re making it easier for clients and providers to deal with us. We’ve talked with clients, providers, our staff and international organisations to develop a new model for engaging with clients that focuses on where we can add the most value to their recovery.
We’re now testing this model to see if simpler, faster support helps our clients recover. It should also make it easier for providers to work with us.
Trialling our model
We’ve established a site in Hamilton to test our model with client cases sampled from around the country. You may have had a case that’s been managed by our test site and noticed some changes. We’re now growing our trial by including more cases and adding a test site in Hawkes Bay to see if we can deliver services consistently across two locations.
We’re triaging clients into four groups based on the level of support they need from us. We’re testing to see if less waiting and more tailored support for clients results in better and faster recovery.
Clients primarily manage their own recovery. They use a self-service website to request support or equipment and to check in. There’ll be a team of people available if you or the client needs to speak to us and we’ll follow up if we see things are not going as planned.
An office worker with a fracture who doesn’t need time off work, but needs some support, eg ordering a shower stool or using a taxi.
- Clients can get help faster by ordering their own equipment or support service
- Clients lead and take personal responsibility for their recovery
- A team of people will be ready to provide support if you or the client needs to talk to us.
Clients primarily manage their own recovery. One of our team will contact them if there’s something specific to discuss and we’ll be available if you or the client need to talk to us.
A person with a dislocated shoulder, who may need more help and services while they recover, eg short term weekly compensation.
- We’ll contact the client or provider at critical times in their recovery
- A team of people will be ready to provide support if you or the client needs to talk to us
- We’ll have all the information about the claim available to us so you won’t need to repeat yourself. This includes reports you’ve sent us and notes about previous conversations
- Clients can do a lot themselves.
Clients have a dedicated ACC contact who works with them and their providers during their recovery.
A farmer with a disc prolapse where coordination will help:
- access services from multiple providers
- manage a challenging work environment
- arrange additional services that may be needed throughout recovery.
- We provide the right level of support to meet the client’s specific needs
- You and the client would have a single point of contact for clients who have more complex needs.
Clients and providers build a relationship with a dedicated ACC contact and work together to help the client to manage their injury or recovery.
A client with paraplegia who needs expert support to coordinate specialised services. This can be long term.
- Working with a Recovery Coordinator who has more specialist knowledge
- A high-level of support from us
- A dedicated person who gets to know and understand you and the client and their personal needs.
What this means for you as a provider
Enabled and Assisted recovery
You can share personal details about your clients with any of our Enabled or Assisted Recovery teams. We have rules and processes in place to make sure we keep this information private.
If you have a case that is managed in our test site we'll give you:
The name of the Recovery Stream or Recovery Assistant that is responding to the enquiry
If your practice management system requires you to enter the name of a case manager, use:
- Enabled recovery
- Assisted recovery
- the name shown on our referral.
A group email address
An 0800 phone number to call
A member of the Enabled or Assisted recovery teams will answer your call. Any person you speak to can answer your enquiry.
Phone 0800 222 173
Phone 0800 222 174
Supported and Partnered recovery
If your client is managed through Supported or Partnered Recovery, you can phone or email the Recovery Coordinator, as you do with case managers now.
If you want to contact us but don’t have the name of a person, contact the Supported team on 0800 222 175.
If you want to contact us but don’t have the name of a team, contact the provider helpline.
Phone 0800 222 070 (Monday to Friday, 7am - 7pm)
We’re not making any changes to the way we refer clients to services.
How you can be involved
We’re testing and improving our service through seeking regular feedback. You can contribute to our design by providing feedback when you interact with our test site. We’re surveying a sample of providers, but if you’d like to submit feedback, email our Customer Insights team.
If you need more information about the changes to integrate them into your services, speak to your local Engagement and Performance Manager. They’ll direct your enquiry to the right person.
More changes are coming
We’re working on other changes to improve the support we provide. Towards the end of this year, we’ll also be speeding up lodgement and cover decisions so we can let clients and, later on, providers know their claim status straight away. We’ll be talking with health care providers to find out how they’d like us to notify them of claim status.