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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 - PowerPoint PPT Presentation
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Putting the client at the centre of what we do
Gill HallManager Rehabilitation Programmes
ACC
NGO National Forum18 April 2013
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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Knowledge
Trust &Confidence
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It’s the ultimate measure of our success
ACC’S ORGANISATIONAL OBJECTIVES
Privacy Quality Service
Returns from Insurance Operations
Staff Engagement
TRUST & CONFIDENCE
So, what are we doing to
make a difference
Tackling the things that matter
DIMENSIONS OF TRUST & CONFIDENCE
Credibility Reliability Emotional Engagement
Self-Orientation
Key Organisational Drivers of Trust & Confidence
Fundamental Enablers – People, Processes, Systems
CULTUREHow we do things
CAPABILITYWhat we do
COMMUNICATIONSWhat we say
CUSTOMER CENTRICITY
What customers experience
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
Improving the way we work with employers to optimise outcomes for
injured employees
Helping Providers get injured clients back to back to or maximise
interdependence/participation
Improving the ACC experience for injured
people and improving their rehabilitation outcomes
supporting staff
delivering targeted solutions
EMPLOYER CENTRIC SERVICES
CLIENT SERVICE OPTIMISATION
REHABILITATION & SUPPORT SERVICES
achieving better outcomes for the injured
EMPLOYERSCLIENTS PROVIDERS
ACC ACADEMY
Clients
I tell my story once
Centralised service co-ordination through one
point of contact
I keep in touch with how my
rehab’s going.
Centralised Client, Case and Claim level
capability
Safe, quicker return to work
Additional support to get back on track
CLAIMS MANAGEMENT
SUPPORT SERVICES (QA, Technical, Legal)
Review of customer service standards
Independent claims screening
team
Client Service Optimisation
Outcomes
‑ More effective claims management‑ Optimal entitlements‑ Improvement in client rehabilitation
outcomes‑ Increased customer satisfaction‑ Improved culture, processes and systems
Employers
Employer Centric Services
ECS Value Proposition
Levy focused account management.
Claims management services for injured workers.
“We provide claims services for injured workers.”
Current ACC Service Generic Value Proposition
Value Added ECS Service
Customer Centric Value Proposition
Tailored service based on business needs.
Dedicated claims manager and joined up ACC staff.
“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 Population Clients Environment Funding Services
• Aging• Capability• Diminishing
number of specialists
• Aging• Diversity• Disparities
in who is accessing services
• Geographic spread (urban/rural)
• Complexity of need and care
• Ability to drive change
• How we fund
• Relationship complexity
• Shared health workforce (MOH)
• Sustainability for sector and ACC
Approach to rehabilitation – an overview
TodayWhat we’re trying to achieve
How we’re going to get there?From… To…
Vision – Lack of shared vision
– Clear mutually agreed vision
Alignment of Strategies & Objectives
– Shared goals re sustainability, quality, client centred services
– National / international rehabilitation strategies
Client Approach – Service centred
– Person centred – involving family, carers and friends
– Smooth client-centric journey through rehabilitation
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
TodayWhat we’re trying to achieve
How we’re going to get there?From… To…
Quality
– Variable standards
– Limited visibility of outcomes
– Standards– Consistent
Introduce quality framework across all services
– Outcome frameworks and performance management (how much, how well, did it make a difference)
– Introduce standards– Explore accreditation
Purchasing– Purchased in
isolation –ACC, MOH
– Piecemeal
– Shared funding– Collaborative– Flexible – Sustainable
Purchase for outcomes not inputs– 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
TodayWhat we’re trying to achieve
How we’re going to get there?From… To…
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 StrategyQualifications 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
ACC ACADEM
Y
School of Management Development
School of Insurance &
Injury Prevention
School of Claims
Management
School of Leadership
ACC Campus
Building capability
