Changes to the way we provide our services transcript
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Mike Tully sitting in an office room setting
Text box appears: “Mike Tully” – “Chief Operating Officer”
Transcript
Mike Tully – “Lately we've been putting ourselves in your shoes to better understand how you experience the support we give. Our objective has been simple, we wanted to identify where we can do a better job and help you recover more quickly.”
Mike Tully – “You told us we needed to be easier to work with then we need to simplify and speed things up and ensure our service is consistent, we listened and we'll be changing the way we work to deliver these improvements.”
Mike Tully – “Our case managers currently spend around 40% of their time on admin tasks. This work is important but it keeps them behind their desks, sometimes the meaning they're not able to help you when you need it.”
Mike Tully – “We need to increase the amount of time our people spend with those that need the most support and we want to work in a way that gives our clients consistent, quality service every time.”
Mike Tully - “To help us do this, we're creating five centralized locations around the country to manage the types of injury claims that do not necessarily need face-to-face support like sprains, strains and breaks.”
Mike Tully – “We'll be able to support these types of injuries more effectively through these locations by having the right technology and people in place.”
Mike Tully – “If you're supported through one of our one of these locations you'll always be able to talk to somebody when you find us reducing delays and call-backs.”
Mike Tully – “For those that need to meet with us to help you with your recovery, we will continue to be able to do this through your local case managers.”
Mike Tully – “Our regional locations our remaining open to continue providing the level of support but the reality is that many of you don't want to go to a local office or speak to somebody on the phone.”
Mike Tully – “So, we've also developed an online service that will allow you to manage the recovery on your own terms at a time to place that suits you.”
Mike Tully – “We've tested this new approach in Hamilton and Hawke's Bay over the past 18 months with more than 25,000 clients supported by a hundred of our employees. The results showed improved client satisfaction levels and health outcomes.”
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ACC logo appears with website address under it
www.acc.co.nz