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.
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.
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 that both the client receiving the Telehealth service and the provider delivering the service, are physically present in New Zealand at the time the service is provided
- use a Telehealth technology interface that meets the requirements outlined by the New Zealand Telehealth Resource Centre.
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.
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.
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.