An update: Rehabilitation Improvement Group

Released 19/12/2023

The Rehabilitation Improvement Group (RIG) was set up in December 2022 to better understand the end-to-end experience of our kiritaki (clients) in the rehabilitation system, and to improve rehabilitation outcomes. The RIG team spent the first half of this year getting a detailed view of the current rehabilitation system we work in, from the perspective of kiritaki, providers, employers, and our ACC teams.

Over the last few months, we’ve been working through a design phase, identifying what we would want the system to look and feel like at a high level, and the steps needed to get there. We’ve worked closely with a group of providers, who are representative of the sector, throughout this mahi.

Through this work we’ve identified that we want a system where kiritaki are at the centre of a trusting and supportive care network and have a seamless experience, no matter what level of support they need. They would get clear communication about what to expect from the rehabilitation system and have a clear voice in their recovery journey.

For providers this would mean being part of a system that’s based on trust, alongside strong monitoring, and reporting. Providers would be part of an integrated network supporting kiritaki towards shared outcomes with ready access to the information you need to support kiritaki. A seamless journey would make it easier for you to give kiritaki what they need, when they need it.

Alongside the mahi undertaken by the RIG, we’ve been working with the Boston Consulting Group to undertake a review of the way we work with the healthcare sector, and how we procure and commission services for our kiritaki. We’re seeing clear alignment between the draft findings of the review and the future for the system we’ve identified through the RIG work.

To start moving towards our long-term future vision for the rehabilitation system that’s come from these pieces of work, there are things we can start on quickly, and things we’ll need to work on over time. We’re now working on a plan to help us step towards the future system.

While we develop this plan, we’ll continue to work on early improvements to the current system that are taking us in the direction of the future system.

Improvements we now have underway include: 

  • Making it easier for our team to support both clients and providers by resolving more of their queries at the first point of contact
  • Testing ways to streamline processes and improve the quality of information we include when referring clients for vocational services
  • Streamlining processes and improving timeliness in paying our clients their weekly compensation
  • Testing a one-to-one approach for some of our new clients who are off work due to their injury.

We’ll keep you updated on these and other early improvements over the coming months.

 

Update on the Rehabilitation Improvement Group work (acc.co.nz)

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