Putting the client at the
centre of what we do
NGO National Forum
18 April 2013
Gill Hall
Manager Rehabilitation Programmes
ACC
Today
-
Our biggest challenge
Building ‘Trust & Confidence’
Implications for rehabilitation services
Putting clients at the centre
- Improving the ACC experience for Clients
- Delivering a higher level of service to Employers
for their injured Clients
- Helping Providers get Clients back to
independence/maximise participation
-
Supporting staff to deliver quality outcomes
Our biggest challenge
Improving public
trust & confidence
in ACC
We need to turn things around
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Trust &
Confidence
It’s the ultimate measure of our success
ACC’S ORGANISATIONAL OBJECTIVES
Privacy
Quality
Service
Returns from
Insurance
Operations
TRUST & CONFIDENCE
Staff
Engagement
So, what are we
doing to make a
difference
Tackling the things that matter
DIMENSIONS OF TRUST & CONFIDENCE
Credibility
Reliability
Emotional
Engagement
SelfOrientation
Key Organisational Drivers of Trust & Confidence
CULTURE
How we do things
CAPABILITY
What we do
COMMUNICATIONS
What we say
CUSTOMER
CENTRICITY
What customers
experience
Fundamental Enablers – People, Processes, Systems
Putting our clients at the centre
CLIENTS
PROVIDERS
EMPLOYERS
STAFF
developing closer, critical stakeholder
relationships & supporting staff
What this means for rehabilitation
listening and responding to customer needs
EMPLOYERS
CLIENTS
PROVIDERS
delivering targeted solutions
CLIENT SERVICE
OPTIMISATION
Improving the ACC
experience for injured
people and improving their
rehabilitation outcomes
EMPLOYER CENTRIC
SERVICES
Improving the way we
work with employers to
optimise outcomes for
injured employees
REHABILITATION
& SUPPORT
SERVICES
Helping Providers get
injured clients back to
back to or maximise
interdependence/partici
pation
supporting staff
ACC ACADEMY
achieving better outcomes for the injured
Clients
Client Service Optimisation
I tell my story
once
I keep in touch with
how my rehab’s
going.
Safe, quicker
return to work
Additional support to
get back on track
CLAIMS
MANAGEMENT
SUPPORT SERVICES
(QA, Technical, Legal)
Independent
claims screening
team
Centralised service coordination through one
point of contact
Centralised Client,
Case and Claim level
capability
Review of customer
service standards
Outcomes
-
More effective claims management
-
Optimal entitlements
-
Improvement in client rehabilitation
outcomes
-
Increased customer satisfaction
-
Improved culture, processes and systems
Employers
Employer Centric Services
Generic Value
Proposition
Current ACC Service
Levy focused account
management.
Claims management services
for injured workers.
“We provide claims services
for injured workers.”
ECS Value
Proposition
Value Added ECS
Service
Tailored service based on
business needs.
Dedicated claims manager
and joined up ACC staff.
Customer Centric Value
Proposition
“We help you manage costs,
increase productivity and
support injured employees to
get back to work.”
Providers
Challenges and opportunities for
rehabilitation in NZ
Workforce
• Aging
• Capability
• Diminishing
number of
specialists
Population
• Aging
• Diversity
• Disparities
in who is
accessing
services
• Geographic
spread
(urban/rural)
Clients
• Complexity
of need and
care
Environment
• Ability to
drive
change
Funding
Services
• How we
fund
• Relationship
complexity
• Shared
health
workforce
(MOH)
• Sustainability
for sector and
ACC
Approach to rehabilitation – an
overview
What we’re trying to achieve
Today
How we’re going to get there?
From…
Vision
– Lack of shared
vision
To…
– Clear mutually
agreed vision
Alignment of Strategies &
Objectives
–
–
Client Approach
– Service centred
– Person centred –
involving family,
carers and friends
– Smooth client-centric
journey through
rehabilitation
Shared goals re sustainability, quality,
client centred services
National / international rehabilitation
strategies
Person centred approach
–
–
–
–
–
Listen to, and understand the person
Work with the person
Ensure support and services help the
person to achieve an everyday life
Flexibility
Client involved in design
Service delivery – an overview
Today
What we’re trying to achieve
From…
How we’re going to get there?
To…
Introduce quality framework across
all services
Quality
– Variable
standards
– Limited visibility
of outcomes
– Outcome frameworks and
performance management (how
much, how well, did it make a
difference)
– Introduce standards
– Explore accreditation
– Standards
– Consistent
Purchase for outcomes not inputs
Purchasing
– Purchased in
isolation –ACC,
MOH
– Piecemeal
–
–
–
–
–
Shared funding
Collaborative
Flexible
Sustainable
–
–
–
Consolidate markets where
appropriate to support closer
relationships
Develop sustainable purchasing
arrangements
Consolidate services
Purchase to facilitate integrated
rehab closer to the clients home
Service delivery – an overview
Today
What we’re trying to achieve
From…
To…
How we’re going to get there?
Approach
– Disjointed
– Uncoordinated
– Siloed
– Streamlined
– Integrated
– Simplified
Right service, right time, right
place
– Client and family/whanau at
the centre of delivery
– Build effective relationships
between ACC, health
providers and other
agencies
– Role of the ACC case
manager
– Integrated service delivery
models
– Right intensity
Processes
– Uncoordinated
– Conflicting
goals
– Unrealistic
goals
– Ineffective
communication
– Client centered
– Coordinated
– Shared goals
Meaningful engagement
- Client and providers
Cross Agency Collaboration
•
•
Shared assessments
Strengthening community services
– supported discharge
• Carers Strategy
Qualifications review –Careerforce
Learning from HCSS redesign/limited
vendor model
•
•
Client focused services – tailored to clients needs, flexible support.
Market re-configuration supporting strategic relationships – market has
consolidated:
– VR – 9 contracted suppliers
– HCSS – 6 contracted suppliers
•
•
Outcome based contracts – how much, how well, did it make a
difference?
Quality explicit
Staff
Building capability
ACC
Campus
School of
Leadership
ACC
ACADEMY
School of
Claims
Management
School of
Management
Development
School of
Insurance &
Injury
Prevention