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Understanding your responsibilities

As a health provider registered with us, you have certain responsibilities when providing treatment. This includes treating our clients, privacy, rehabilitation and clinical records. 

Your responsibilities as a health provider

As a health provider registered with us, you have certain responsibilities when providing treatment. This includes:

  • treating clients who have an injury we cover
  • providing clients with the best care
  • thinking creatively about how to help clients to return to work or independence
  • knowing about and following best practice
  • acting in keeping with professional standards and our legislation
  • complying with our policies, procedures, and your professional standards when treating and making claims for our clients
  • maintaining appropriate clinical records
  • providing us with reports and patient notes.

Position Statements

We have developed position statements that align with a number of a profession's standards and our legislation. These clarify our expectations regarding:

  • treatment of family
  • treatment of colleagues
  • treating clients in a sports setting
  • same day allied health treatment (where a client receives more than one treatment in a day)
  • treatment by allied health students.

ACC position statements

Your privacy responsibilities

If you’re working with us as a health provider, you have responsibilities when handling our clients’ information.

Protecting privacy as a supplier or provider

Cultural competency

New Zealand has a diverse population which is reflected in our client population. We expect our health professionals to:

  • recognise the needs of Māori
  • understand, respect, and deliver services in accordance with the key principles and frameworks outlined in the New Zealand Māori Health Strategy, He Korowai Oranga, 2014.

New Zealand Māori Health Strategy, He Korowai Oranga

This framework guides the Government and health and disability sector to achieve the best health outcomes for Māori.

Our guidelines on Māori cultural competencies for providers help you to improve access and deliver appropriate advice, care, and treatment to Māori clients.

ACC1625 Guidelines on Māori cultural competencies for providers

Clinical records

Providing your clinical records

We may ask you to provide your clinical records to help us make cover decisions and decisions on requests for services such as:

  • surgery
  • pain management
  • weekly compensation
  • home help.

We're legally able to ask for these records to ensure requests are related to the patient’s covered injuries.

From time to time we may also request your clinical records to make sure the treatment provided is necessary and appropriate for a covered injury and is of the quality required.

Clinical records requirements

Services you provide and invoice us for must be supported by clinical records that meet our requirements and the standards required by your professional body.

This means your clinical records should:

  • be written in English on a permanent electronic record or, if on paper, be legible and in pen, not pencil
  • provide client identifiers such as name and date of birth
  • include your name, signature (if on paper) and the date and time of each consultation/visit
  • be written at the time of the consultation/visit or shortly afterwards and have any later records dated and countersigned
  • record relevant subjective and objective assessment findings
  • record any relevant medical history, including prescribed medications the patient is taking
  • provide a provisional diagnosis and supporting rationale if there is a differential diagnosis
  • accurately record treatment provided
  • document a treatment plan, providing clinical reasoning for the treatment plan and the treatment provided
  • consequential records should reflect and changes in the client’s condition and updates to treatment plans
  • record that informed consent has been obtained
  • be able to withstand scrutiny by peer review, audit (medical or financial) or a medico-legal challenge
  • avoid using use ambiguous or personal abbreviations
  • contain no offensive or humorous comments
  • not be altered or contain disguised additions
  • be stored securely for a minimum of 10 years after the final consultation/visit
  • be transported (physically or electronically) only when essential, ensuring the protection of the privacy of that information.

You should also refer to you own professional body’s standards for further guidance.

Additional information you need to ensure for ACC clients

  • the client’s claim number
  • a description of the accident and covered injury/injuries
  • injury impact on the client’s ability to work or complete activities of everyday life
  • treatment plan that clearly links to the covered injury/injuries
  • continued review of the symptoms and treatment duration in relation to the covered injury
  • situational specific information as described in our position statements, for example if treating colleagues
  • consistency between clinical records and invoicing
  • an accurate record of the time taken to provide the treatment directly related to the covered claim, when time based invoicing (note: any time spent on non-injury related care can’t be billed to ACC).

Handbook for providers working under the Cost of Treatment Regulations

We’ve developed a set of expectations and responsibilities to support us working together. This should make sure clients are provided with treatment that helps them to return to work and everyday life as safely and quickly as possible.

Working together - A handbook for providers working under the Cost of Treatment Regulations

Last published: 7 July 2020