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Telehealth criteria during the COVID-19 response

We've enabled Telehealth consultations, including follow-up consultations during COVID-19. Find more information here on criteria and requirements.

On this page

    ACC services enabled for Telehealth

    You can find information on what services allow for Telehealth consultations with ACC clients.

    ACC services enabled for Telehealth

    What is Telehealth?

    Telehealth is the use of information and video conferencing technologies to deliver health services to a client and/or communicate health information regarding that client.

    Some clients may not have access to videoconferencing capable devices. Telephone consultations may be used for ACC clients if videoconferencing is not possible. We acknowledge that moving to telephone consultations will reduce the ability to effectively manage clients and therefore we only expect it to be used where other avenues are not available to clients. Providers must clearly document the reason for its use in their client’s clinical record when a telephone consultation is used in place of videoconferencing.

    Telehealth codes and rates

    Use normal codes and rates unless specified otherwise.

    If specified, you can find service item codes and rates for Telehealth invoices on our website.

    Service item codes and rates for Telehealth invoices

    Note: while we've advised your Practice Management Software (PMS) vendors of these changes, we understand there may be a delay in these codes being available in your system.

    Criteria to meet when providing Telehealth

    Telehealth is designed to replace a regular face-to-face consultation session.

    Providers must be charging appropriately. To be clear, short telephone conversations with patients, or other communication outside of a consultation, do not constitute a chargeable session.

    For all health professionals providing Telehealth consultations, you’ll need to make sure you can meet the following criteria:

    • make sure the use of Telehealth is clinically appropriate
    • complete a risk assessment and determine if Telehealth is a safe method of delivery. Your risk assessment may need to be continually reviewed
    • provide an appropriate standard of service to our clients based on their clinical need
    • make sure clients are within the TLA/region(s) specified in your contract
    • obtain the client’s consent to provide services via Telehealth
    • follow the guidelines or standards of your regulatory authority or professional body
    • make sure Telehealth services are provided to a client living in New Zealand at the time of the consultation, by a provider who is living in New Zealand, at the time of the consultation
    • use a Telehealth technology interface that meets the requirements outlined by the New Zealand Telehealth Resource Centre.

    NZ Telehealth COVID-19

    Where a regulatory authority doesn't hold a relevant standard, providers will align to Allied Health Aotearoa New Zealand’s best practice guideline or the Medical Council of New Zealand's standard.

    Allied Health best practice guide for Telehealth PDF

    Medical Council of New Zealand Telehealth statement PDF

    You'll still need to consider the causation of the injury when completing the ACC45 during a Telehealth consultation. To be covered by ACC, your patient must have a personal injury caused by an accident or work-related gradual process, disease, or infection.

    Your patient must provide consent for the ACC45 to be lodged. To lodge your claim either use the electronic ACC45, or submit the claim through your Practice Management System.

    Patient consent for Telehealth consults

    Please read out the following statement to your patient and record your patient's response in their clinical record:

    • Do you declare that you have provided true and correct information and you'll tell ACC if your situation changes?
    • Do you authorise me as your (name of health profession: GP, physiotherapist, etc) to lodge your claim with ACC?
    • Do you authorise your records to be collected or disclosed to ACC to help determine cover for your claim, determine what you'll be entitled to, or for research purposes (such as injury prevention, or assessment, and rehabilitation)?

    Safe use of Zoom

    Zoom is a frequently used communication tool to deliver services via Telehealth. Being free, and almost universally accessible, it's an effective tool for communicating with clients when face-to-face consultations aren't possible.

    Zoom's website outlines security features and privacy practices for hosts.

    How to keep uninvited guests out of your Zoom event

    ACC staff can be invited into video conferences where required, however, this will be via audio and we won't enable video unless this is part of our normal role.

    Requests for webcams

    Webcams are currently in short supply and Accessable has informed us that they're difficult to source.

    If you're requesting a webcam for a client from Accessable, you must confirm that a Telehealth consultation is necessary and that there's no other appropriate communication option for your client.

    You can find more information on ordering equipment from Accessable on our FAQ page.

    Frequently asked question – will medical consumables and equipment supplies continue to be accessible?

    Last published: 14 May 2020