We also have a Telehealth update for Allied Health providers, to accommodate restrictions in clients’ access to videoconferencing.

Thank you for standing with us and working alongside us. Kia kaha.

Ngā mihi nui,

Jade Walker-Clark
Head of Provider Service Delivery

Urgent Care Clinics (UCC) have been identified by the Ministry of Health as an essential service. We know that clinics are currently operating under unprecedented conditions and meeting some contractual requirements during this period may be challenging.

The following issues are placing demand on UCCs:

• Doctor and nurse staffing shortages causing reduced operating hours
• Key staff being co-opted into supporting hospital acute services, COVID-19 Community Based Assessment Centres (CBAC), or other COVID-19 response related activities
• Significant shifts in patient presentations, volumes, and timings
• Reduced availability of radiology providers
• Clinics being re-purposed as COVID-19 CBACs.

Where reasonably possible, we ask that contract holders meet the requirements of the contract.  

If your clinic is having difficulty meeting your contractual requirements, please contact [email protected]. 

It is important we understand the impact on your clinic so we can support you where needed. It also means we can take a broader look and factor in the reduced availability of UCC services on other health care services.

ACC will enable initial and follow-up Telehealth consultations provided by Physiotherapy (including Physiotherapy Specialists), Hand Therapy, Occupational Therapy and Speech and Language Therapy to also occur via telephone consultations from 1 April 2020, for the duration of the response to COVID-19.

This change has been made during the response to COVID-19 to improve access for clients without access to videoconferencing capable devices; it follows guidance from the Physiotherapy Board and Telehealth Resource Centre that telephone consultations may be used if videoconferencing is not possible.

ACC acknowledges 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 patient’s clinical record when a telephone consultation is used in place of videoconferencing.

Please continue to use the payment codes below to invoice ACC for consultations provided over the telephone:

Cost of Treatment Regulations (CoTR) Providers

Contracted Providers

Reminder: for providers approved by ACC to use Telehealth Services

All providers approved to conduct their services via Telehealth must meet certain criteria and obtain patient consent. Information is available on our website.

We have received feedback and questions about essential services during the Alert Level 4 period. Working with the Ministry of Health, we can now clarify our understanding of essential ACC services.

• Table 1 lists essential services that can support injured clients in-person (when clinically necessary), or via Telehealth if appropriate and approved by ACC.

• Table 2 lists essential ACC services that can be delivered via Telehealth and have been approved by ACC.

• Table 3 lists non-essential services during Alert Level 4. However, if the client consents and where ACC has approved Telehealth, some of these services can be delivered by Telehealth. This must be clinically appropriate, technically possible, and in accordance with the relevant professional body guideline.

All lists are based on Ministry of Health essential services criteria.

A full list of ACC providers approved to use Telehealth, and the criteria required, is available on our website.

Table 1: ACC services covered by the Ministry’s criteria for essential health services in-person or via Telehealth

Table 2: ACC services covered by the Ministry’s criteria for essential health services that can be delivered remotely by Telehealth

A number of services that meet the Ministry’s essential services criteria can be delivered via Telehealth, where clinically appropriate. This means the business premises do not need to remain open and physical distancing can be maintained.

Table 3: Services that do not meet the Ministry of Health criteria for essential services

There are some services that do not meet the Ministry of Health criteria for essential services during the Alert Level 4.

However, if the client consents and ACC has approved Telehealth, these services can be delivered remotely, or in emergency/acute cases (for High tech Imaging). This must be clinically appropriate, technically possible, and in accordance with the relevant professional body guideline.

A full list of ACC providers approved to use Telehealth and the criteria required are available on our website.

The process for distribution of PPE through local DHBs is currently being formalised. We will provide updates through this email about each DHB’s process as information becomes available.

ACC supports the Ministry of Health’s response to COVID-19 and continues to follow its guidance, including recommendations related to the distribution and use of Personal Protective Equipment (PPE).

From today 7 million masks will start to be distributed to DHBs for further distribution to health and disability service providers; this will start over the next 48 hours with the distribution of 1.2 million masks from the national stocks to DHBs. This PPE will then be issued to community and disability health workers in their areas.

We are working with DHBs to understand the process for ordering PPE for each location and will be able to provide further information on that tomorrow. Providers may hear from DHBs directly before then.

The Ministry is regularly updating its guidance on the use of PPE for health professionals. We encourage providers to continue checking the website for the latest information.