Monitoring report on ACC’s management of sensitive claims released

17 July 2012

The second independent monitoring report of ACC’s management of sensitive claims, prepared for the ACC Board by Dr Barbara Disley, was released publically today.

The report follows an interim monitoring report released in May 2011, and assesses the progress ACC has made implementing recommendations made by an independent panel, which reviewed ACC’s sensitive claims clinical pathway in 2010.

The recommendations covered a wide range of actions, from improving communications with clients, to working closely with sector representatives to refine ACC’s systems and processes, and examining ways to ensure treatment and assessment is carried out by a well qualified, fit-for-purpose workforce.

Dr Disley found ACC has made excellent progress implementing one recommendation and good progress on another six recommendations. Some progress was noted on five recommendations, with progress on one recommendation assessed as “limited”. The final recommendation, involving establishing a process to independently monitor progress, was assessed as having been “achieved”.

Dr Disley sought in-depth input from ACC to compile the report, which was also informed by:

• an online survey of clients and service providers

• interviews with service providers and representatives of professional bodies

• feedback from the Department of Child, Youth and Family.

Summing up the findings of the report, Dr Disley said “In the 18 months since the initial, independent review, ACC has made significant changes to the way it deals with sensitive claims, and these changes have seen considerable progress achieved in many areas.

“There’s still work to be done in some areas, and my report contains recommendations on how ACC can continue to make progress towards fully implementing the original recommendations made by the independent review panel.”

ACC’s General Manager of Claims Management, Denise Cosgrove, says the report provides a fair assessment of progress to date.

“We’ve worked hard to make many different types of changes aimed at improving services for our clients. I’m pleased that the report recognises the progress we’ve made in many areas. We acknowledge there’s still work to be done, but we’re committed to full implementation of the recommendations and keeping the momentum going by making ongoing improvements, and we’ll be seeking the right support to help us do that.”

Ms Cosgrove added that “a key focus for ACC moving forward is our commitment to client care and safety.”

A copy of the final report can be found here Monitoring Report on the Implementation of the Recommendations from the Independent Panel’s Review of the ACC’s Sensitive Claims Clinical Pathway: 18 Months Follow up (PDF 525K)
[Scoop copy: wpc112862.pdf]

ENDS

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