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ACC's New Face

#1 User is offline   Tigerman 

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Posted 22 July 2020 - 03:15 PM

Greetings
I had an email from my case manager this morning with the following advice:


"ACC is currently undergoing restructuring and your claimwill be transferred to the supported recovery team, but you will continue tohave a dedicated Recovery Co-ordinator.


After some internet searching I found this roll-out of ACC's new restructuring has already happened in the South Island. Does anyone have any feedback on the new ACC interface? Good, bad or ugly?


My personal ACC story is long and boring but for the most part they have treated me fairly. Aside from the usual prolonged review/hearings to get surgery, the dreaded Dr du Plessis exit interview and some frankly 'head scratching' decisions, they are still supporting my 'recovery' ....which I'm very grateful for.


I use recovery in inverted commas because if achievable it will be a recovery of sorts, not a recovery in the dictionary context of the word i.e. " recuperation. restoration to a former or better condition. the regaining of something lost." I've been in the system for a few years ....I think I fell into a vacuum....so am now wondering what the future might hold with my new dedicated recovery co-orninator on board?
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#2 User is offline   Tish 

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Posted 23 July 2020 - 05:59 PM

View PostTigerman, on 22 July 2020 - 03:15 PM, said:

Greetings
I had an email from my case manager this morning with the following advice:


"ACC is currently undergoing restructuring and your claimwill be transferred to the supported recovery team, but you will continue tohave a dedicated Recovery Co-ordinator.


After some internet searching I found this roll-out of ACC's new restructuring has already happened in the South Island. Does anyone have any feedback on the new ACC interface? Good, bad or ugly?


My personal ACC story is long and boring but for the most part they have treated me fairly. Aside from the usual prolonged review/hearings to get surgery, the dreaded Dr du Plessis exit interview and some frankly 'head scratching' decisions, they are still supporting my 'recovery' ....which I'm very grateful for.


I use recovery in inverted commas because if achievable it will be a recovery of sorts, not a recovery in the dictionary context of the word i.e. " recuperation. restoration to a former or better condition. the regaining of something lost." I've been in the system for a few years ....I think I fell into a vacuum....so am now wondering what the future might hold with my new dedicated recovery co-orninator on board?


The Assisted Recovery Team has no dedicated case manager and no specific person to either handle an issue, or investigate any part of an issue and report back. They just won't. I haven't heard of the "supported recovery team" before so I hope they aren't blowing smoke up arses and calling their also new ART by another name.
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#3 User is offline   spacefish 

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Posted 25 July 2020 - 11:12 AM

From: NGCM Engagement Model Decision Privacy Impact Assessment 8 August 2019
https://www.acc.co.n...atching-pia.pdf

In support of these objectives, NGCM has created different types of client engagement teams. These include:
  • Enabled Recovery – offering clients the ability to self-manage their recovery
  • Assisted Recovery – offering clients a mixture of self-management with ACC assistance (task based rather than one-to-one case management)
  • Supported Recovery – offering clients with complex needs a dedicated ACC case owner
  • Partnered Recovery – offering clients with specialist needs a dedicated ACC case owner

It's just a new way to dick over clients.

While you're with dedicated person you're probably OK but once you move into a team management under the first two options then your emails won't be answered, there's no one to ensure / take responsibility for decisions that don't get made or get made badly etc.
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#4 User is offline   Tigerman 

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Posted 13 August 2020 - 11:57 AM

Tried to contact my 'Recovery Coordinator' and was told she was in training and not available for several weeks and to contact the 0800 if there was something pressing. Not a good start but will see how it goes.....
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