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Follow this process when booking and treating a client who is seeing us through work cover or CTP.
You should refer to this every time you see a client through the workers compensation or CTP.
This procedure allows us to:
Plan and block off appropriate time for consults/reports
Optimise communications to improve upgrades in capacity and address barriers to treatment quickly
Follow a framework so practitioners can focus on treating and not finding time to write reports, make calls, etc.
Know who is responsible for each task
Stage
Pre Initial Appointment
Initial Appointment
Task
New client information Book in while on the phone with client:
1hr Initial appointment
30min follow up (FCE)(same week or early following week)
8 x 30min appointments
Book in appointments same day or close to
1hr report writing +
30mins AHRR writing
Book every 4 weeks - 45 min update report "Report writing/contact Case Manager - update on progress"
Label each appointment 1/8, 2/8, 8/8 etc
_______________________________________________________________________________________________
Arrange or participate in one case conference per AHRR (if appropriate)
_______________________________________________________________________________________________
Case Manager (CM) call for 1st page of initial AHRR
Script:
“Hi [CM name]. [Client name] has booked in for their initial consult with our EP [EP name] on [Appt date]. I just wanted to find for the EP the worker’s injury diagnosis and their position description if you have it.
Thank you for that information. Our EP will contact you after their initial appointment and provide you with a report of the workers capacity and their treatment plan”
_______________________________________________________________________________________________60min initial consult:
Ax, goal setting, treatment planning and HEP, time of next case conference, current capacity
_______________________________________________________________________________________________
Admin will then book in appointments from 1 to 8 and 60min of report writing in the Practitioners calendar in Halaxy.
Practitioners will amend the appointment name from "Appointment" to the current session number out of the approved consults, e.g. "1/8"
It should look like this for the Practitioner:
Who’s Role
Admin
__________________________
Practitioner
__________________________
Admin
__________________________
Practitioner
__________________________
Admin
Practitioner
________________________
________________________
Post initial
(In between the initial assessment and the first appointment)A
________________________
First appointment following the initial assessment
________________________
4th Appointment
(or at the end of the month/next COC)
________________________
8th Appointment
(at the end of the AHRR)
60min report time
- Call/email CM
Discuss treatment plan
Frame 2 appt call and 4 appt report for capacity update
If no RP suggest a referral (especially long term injury)
Request latest COC
- Write Initial Report
- Write AHRR
- Send to admin via slack
_________________________________________________________________________________________Send report to all parties (and AHRR to CM)
_________________________________________________________________________________________
At any point you may request for a RP if one has not been assigned and if you believe the client requires one.
Discuss with CM & GP at a case conference.
Call GP/NTD within 5 days
Call client within 5 days for check in
_________________________________________________________________________________________
Appointments are for 30min, unless complex care (1hr) is required and necessary. Approval for complex care needs to occur prior to session commencement.
Also:
Gain any updates from worker
HEP compliance
Identify any barriers to recovery
Further tests if required
_________________________________________________________________________________________
Write mid-AHRR report if necessary. Bill for 30min.
Call case manager with update (10-15min)
Outline report findings
Discuss barriers
Arrange case conference (contact RP about this if necessary)
Watch tutorial on how to add case conferencing to invoice and record notes
_________________________________________________________________________________________
Either:
Re-test for AHRR (2)
OR
Write the final discharge report
Discuss with the worker the plan for the next case conference & provide the GP and RP with updated capacities.
Possibly attend a case conference, if required.
Practitioner
________________________
Admin
________________________
Practitioner
________________________
Practitioner
________________________
Practitioner
________________________Practitioner
Key notes:
Billing/making appointments:
Prior to the initial assessment, ensure that the initial assessment treatment approval from Icare has come through. Search: iCare "Treatment Approval" in emails
If we have approval for the initial appointment ONLY then the amount of appointment required needs to be added to the AHRR (e.g. 8 consults at EPA002) to invoice alongside Report Writing.
If we have approval for the initial appointment AND follow appointments then NO AHRR is required, only Report Writing.
Make 1 hr app for Report Writing (Add AHRR to invoice if needed).
If full hour is not available still make for 60 minutes but block out GREY time for finishing off
Requesting/ordering client home gym equipment:
Clients may benefit from home gym equipment. Here is the process to follow for requesting home gym equipment:
Discuss with the injured worker about the necessity of home gym equipment, ensuring it is going to be regularly used, feasible and cost effective. Identify and specify what equipment would be suitable and necessary.
Research online for the desired equipment at most affordable price (including shipping). Create an estimated cost or a quote.
Discuss with Jack about the potential for purchasing the equipment through Effect for the client, and provide him with your proposed quote. Note: Any orders at or above $500 will need to be discussed with Jack prior to sending a request to the Insurer.
Discuss with the Insurer via a phone call about the required home exercise equipment and your proposed quote. Identify if the insurer will reimburse whomever purchases the equipment, either the injured worker or the business (Effect). Request approval in writing or via email.
You must have written approval for reimbursement for any and all requested gym equipment PRIOR to purchasing the equipment.
After approval, notify Jack and collaborate with him on purchasing the equipment online, retaining the invoices and passing these on to Admin for processing & sending to the Insurer.
Organise with either the injured worker for them to pick up the equipment from the clinic after it has been delivered OR for the insurance company to provide cost cover for our therapist to deliver, set up the equipment and educate the injured worker about safe use of the equipment. Ensure travel and time billing is accounted for.
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