Provider COVID-19 FAQs

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

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    How can I help a client who needs essential services during COVID-19?

    It's our priority to work with you to make sure our most vulnerable clients continue to receive the services they need. We expect that, as part of your business continuity planning, you have plans in place for identifying and managing clients with essential needs for services. If you're experiencing difficulties in meeting the needs of all your clients, let us know immediately. We'll work with you to identify solutions.

    What should I do if I’m working with a client deemed at 'high-risk' of contracting COVID-19?

    We're aware some of our clients may be at greater risk of complications from illnesses such as COVID-19. If you have any concerns related to an individual at-risk client, it's important you contact their recovery team member.

    The Ministry of Health and the New Zealand Government continue to lead the response to COVID-19 and we'll follow their lead. You can find information for health professionals, including those providing home and community support services on the Ministry of Health website.

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

    Does the threshold for obtaining prior approval from ACC combine face-to-face and Telehealth consultations?

    Yes – introducing Telehealth doesn’t reset the number of treatments you can provide to zero. For example, where the threshold is 16 treatments, you’ll need prior approval for ongoing treatment after 12 face-to-face consultations and four Telehealth consultations.

    If you work under the Cost of Treatment Regulations, you must track the total number of consultations for your client’s claim and request an extension if they need more than 16 treatments.

    We’re monitoring this. Any treatment provided must be necessary and appropriate, and of the quantity and quality required to meet an injury-related need.

    I’ve already invoiced an initial face-to-face consultation – can I invoice for an initial Telehealth consultation the first time I treat the client that way?

    No – if you started providing Telehealth services part way through your client’s treatment for injury, and the first Telehealth consultation with a client replaces a follow-up consultation, it’s a Telehealth follow-up.

    How should we manage the impact on our service if a client or staff member is affected by COVID-19 – whether they're infected, in contact with someone infected, or in self-isolation?

    The Ministry of Health has developed guidelines for health professionals on its website and continues to regularly update this information. Use your business continuity plan to guide how you respond to significant business interruptions if you, or your organisation, have a contract with us.

    If you're concerned about how an individual client is affected, contact their recovery team member. If you can't provide a service due to client illness, we ask that you keep the client's ACC recovery team member updated about rebooking. Your contract may have a 'did not attend' (DNA) fee that applies.

    Will ACC pay us for clients who don't attend appointments because of COVID-19?

    We've re-enabled the provision of one additional 'Did Not Attend' (DNA) allowance for services with a DNA provision within the standard terms of their contracts for any region in COVID-19 Alert Levels 2, 3, and 4.

    If you hold a contract with us, check the relevant clauses in your contract to see if a DNA fee is payable for clients who can't attend an agreed appointment. This will also tell you the requirements that need to be met for payment to be made.

    Under the Cost of Treatment Regulations, there are currently no provisions to pay for clients who don't attend appointments.

    Will ACC cover any extra costs of providing services due to COVID-19?

    We don't currently have plans to provide funding beyond that specified in the Cost of Treatment Regulations or under the terms of your contract.

    Will ACC fund extra Personal Protection Equipment (PPE) supplies for providers delivering care to clients?

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

    Personal protective equipment (PPE)

    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.

    What if a client needs additional consumables because of COVID-19?

    If a client has concerns about their wellbeing and feels extra consumables such as PPE may be necessary for their care, they can request a Telehealth assessment with a nurse from their contact at ACC.

    We cannot supply PPE beyond what has already been provided for a client’s injury or recovery support.

    Will ACC provide economic support for providers/suppliers?

    Support for businesses and employees is available via the economic package announced by the Government. The Ministry of Innovation, Business and Employment (MBIE) website has more detailed information about the COVID-19 support available, including information on business support and workplace guidance for employers and employees.

    COVID-19 - MBIE website

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

    Unite against COVID-19

    Last published: 23 September 2020