Our branches are open to the public in alert level 2. Our Auckland branches remain closed. Find more information on our COVID-19 section.

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.

    Providing services at Alert Level 3 and 4

    Health services should be delivered remotely/via Telehealth wherever possible at Alert Level 3 and 4. There is guidance on our website on what services can be delivered face-to-face and via telehealth.

    Providing services face-to-face and via Telehealth

    Ministry of Health defined essential services in the health and disability system

    For in-person treatment at Alert Level 3 and 4 ensure a NZ COVID Tracer app QR code is readily available and easily accessible for any patients being seen.

    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 and 4

    In Alert Level 3 and 4, 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 and 4

    We've added one more 'Did Not Attend' (DNA) allowance during COVID-19 Alert Level 3 and 4 for those services with a DNA provision within the standard terms of their contract.

    Delivering services at Alert Level 2

    At Alert Level 2 most services can be delivered face-to-face. However to reduce person-to-person contact we encourage the use of Telehealth where possible and clinically appropriate.

    For any in-person treatment appropriate consideration should be given to:  

    • screening for COVID-19 symptoms
    • physical distancing measures 
    • infection prevention control measures including PPE where required 
    • transmission precaution measures, including considering ventilation.

    Ministry of Health guidance for providers

    Healthcare facilities also need to meet the New Zealand Government record keeping and contact tracing requirements, which includes providing more than one way for people to record their visit. 

    New Zealand Government record keeping and contract tracing guidance

    Telehealth at Alert Level 2

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

    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. 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 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.

    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

    COVID-19: Personal protective equipment for workers

    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 us your invoices as PDF documents.

    Email providerinvoices@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

    Treatment injury cover for COVID-19 vaccination injuries

    We can provide treatment and support for injuries caused by COVID-19 vaccination if it meets the criteria for a treatment injury. This means there's a physical injury caused by the vaccination, which's not a necessary part or ordinary consequence of the treatment.

    For example, inflammation around the site of the injection is common with a COVID-19 vaccination. It's an ordinary consequence and we're unlikely to cover it. Infections due to the vaccination, such as cellulitis or septic arthritis, and anaphylaxis resulting in injury aren't ordinary consequences and we're likely to cover it.

    To make a treatment injury claim for a patient, you need to complete an ACC2152 treatment injury claim form and an electronic or manual ACC45 injury claim form.

    ACC2152 treatment injury claim form

    To help with our reporting, we need to know the COVID-19 vaccine brand name and vaccination dose number (ie dose one or two). You can note this on:

    • the ACC45: Tick the treatment injury box. Identify this as an adverse event in the drop-down menu. Then enter the COVID-19 vaccine brand name and vaccination dose number in the open comments section
    • the ACC2152: In Section 3 - Treatment claimed to have caused the injury.

    Find more information about lodging a treatment injury claim:

    Lodging a claim for a patient

    Treatment injury claim lodgement guide

    To find out more, you can contact us:

    Phone 0800 222 070
    Email providerhelp@acc.co.nz

    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 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