General COVID-19 provider information

If you're a provider, you'll find updates relating to COVID-19 here.

On this page

    We're still here to support you

    We're committed to supporting you during the COVID-19 response. And we’d like to extend our thanks for your work in providing care to our clients during an unsettling and uncertain time.

    This page shares our latest updates relating to your service delivery and provides information on common issues.

    Telehealth at Alert Level 3

    Health services should be delivered remotely/via Telehealth wherever possible at Alert Level 3. There is guidance on our website on what constitutes an ACC essential service.

    ACC services considered essential and/or enabled for Telehealth

    Essential services have been defined by the Ministry of Health.

    Essential services in the health and disability system - Ministry of Health website

    If you need to see a client in-person:

    • practice good infection prevention control procedures
    • use the appropriate personal protective equipment (PPE)
    • keep accurate documentation of the appointment to aid contact tracing if required
    • let your Responsible Authority know that you're treating a patient in-person.

    If a client is infected or in self-isolation, you must have arrangements in place to make sure the client's safety and care are catered for.

    You can get verbal consent from a client to lodge an ACC45 claim form for Telehealth consultations. You also have the option of obtaining verbal consent to lodge an ACC45 claim form for in-person consultations. This will reduce infection risk by avoiding clients having to physically sign the form. Verbal consent will need to be clearly recorded in the clinical notes.

    Telehealth criteria during the COVID-19 response

    Medical certificates and return to work at Alert Level 3

    In Alert Level 3, we've enabled medical practitioners and nurse practitioners to sign a client off work for up to 29 days, where this is clinically appropriate.

    For those that lodge claims electronically, you must lodge an ACC45 and an ACC18 at the same time (as there are rules that prevent extending the timeframe on the ACC45). If you send in an ACC45 manually, then extend the 'time off work' time frame, if clinically appropriate.

    Did Not Attend (DNA) allowances at Alert Level 3

    We've added one more 'Did Not Attend' (DNA) allowance during COVID-19 Alert Level 3 for those services with a DNA provision within the standard terms of their contract.

    Telehealth at Alert Level 2

    Telehealth consultations are enabled for most services at Alert Level 2.

    ACC services enabled for Telehealth

    If you conduct an in-person consultation:

    • practice good infection prevention control procedures
    • use the appropriate personal protective equipment (PPE)
    • keep accurate documentation of the appointment to aid contact tracing if required
    • let your Responsible Authority know that you're treating a patient in-person.

    If a client is infected or in self-isolation, you must have arrangements in place to make sure the client's safety and care are catered for.

    You can get verbal consent from a client to lodge an ACC45 claim form for Telehealth consultations. You also have the option of obtaining verbal consent to lodge an ACC45 claim form for in-person consultations. This will reduce infection risk by avoiding clients having to physically sign the form. Verbal consent will need to be clearly recorded in the clinical notes.

    Find more information about patient consent for Telehealth consultations:

    Telehealth criteria during the COVID-19 response

    Medical certificates and return to work at Alert Level 2

    At Alert Level 2, the standard 14-day time-off-work allocation applies. Medical practitioners and nurse practitioners should follow the standard process.

    Did Not Attend (DNA) allowances at Alert Level 2

    We've added one more 'Did Not Attend' (DNA) allowance during COVID-19 Alert Level 2 for those services with a DNA provision within the standard terms of their contract.

    Telehealth at Alert Level 1

    Telehealth consultations are enabled for most services at Alert Level 1.

    ACC services enabled for Telehealth

    You can get verbal consent from a client to lodge an ACC45 claim form for Telehealth consultations. You also have the option of obtaining verbal consent to lodge an ACC45 claim form for in-person consultations. Verbal consent will need to be clearly recorded in the clinical notes.

    Find more information about patient consent for Telehealth consultations:

    Telehealth criteria during the COVID-19 response

    Medical certificates and return to work at Alert Level 1

    At Alert Level 1, the standard 14-day time-off-work allocation applies. Medical practitioners and nurse practitioners should follow the standard process.

    Did Not Attend (DNA) allowances at Alert Level 1

    At Alert Level 1, the standard 'Did Not Attend' (DNA) allowance applies for services with a DNA provision within the standard terms of their contract.

    Telehealth

    Telehealth consultations are enabled for most services at all COVID-19 Alert Levels. You can find guidance on our website about the Telehealth options we've enabled.

    ACC services enabled for Telehealth

    All providers approved to deliver Telehealth need to meet criteria, including making sure Telehealth is clinically appropriate and you get patient consent.

    Telehealth criteria during the COVID-19 response 

    Personal protective equipment (PPE)

    The Ministry of Health manages national PPE during COVID-19. The Ministry will work with District Health Boards (DHBs) to distribute the central supply.

    The Ministry's guidance for essential community health services that are publicly funded (which includes disability care services and home and community support services) is that:

    • at Alert Level 1 there will be no central supply. The absence of community transmission means the need for stocks of PPE, above and beyond business as usual requirements, is unlikely
    • at Alert Level 2 PPE will be supplied, when supported by robust forecasting information and evidence of demand, from a central supply at no charge (this setting will be reviewed at the end of September 2020)
    • at Alert Levels 3 and 4 a full supply of PPE will be provided at no charge (via DHBs).

    You can find the most up-to-date PPE information on the Ministry of Health's website.

    Personal protective equipment use in health and disability care settings - Ministry of Health website

    We can’t supply PPE beyond what has already been provided for a client's injury or recovery support. If you hold a contract with us, the standard terms and conditions outline that costs of providing a service, eg cleaning or PPE are included in the fee paid.

    Online payment processing

    If you usually generate and send manual invoices, 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.

    Getting set up online

    If you use Xero, MYOB, or a similar online system, and can't connect to one of our digital options, email your invoices as PDF documents to one of these monitored email addresses:

    Aucklandinvoices@acc.co.nz
    Huttinvoices@acc.co.nz
    Dunedininvoices@acc.co.nz
    Pharmacy@acc.co.nz

    Āwhina app

    The Ministry of Health has launched an app to give providers tailored and up-to-date information about COVID-19. Providers can find the latest case definitions, clinical care pathways, and Personal Protective Equipment guidance 24/7 with the easy-to-use tool.

    Āwhina is free to download from the Google Play Store and the Apple App Store.

    Āwhina app – Ministry of Health website

    FAQs

    We've published a dedicated page of common questions we're being asked by providers during the COVID-19 response.

    Provider FAQs

    Provider COVID-19 updates

    You can find the daily provider updates we're sending during the COVID-19 response on a dedicated page.

    Provider COVID-19 email updates

    If you'd like to receive these email updates for providers, email us your details.

    Email provider.engagement@acc.co.nz

    Contact us

    If you have any questions or have difficulty in providing services, email us.

    Email provider.engagement@acc.co.nz

    More COVID-19 information

    We'll continue to update this page with more information as it becomes available.

    Find more resources for health professionals on the Ministry of Health website.

    COVID-19 resources for health professionals - Ministry of Health website

    General information is also available on the New Zealand Government COVID-19 website.

    Unite against COVID-19

    Last published: 17 August 2020