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Putting the client at the centre of what we do

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

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Putting the client at the centre of what we do

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  1. Putting the client at the centre of what we do NGO National Forum 18 April 2013 Gill Hall Manager Rehabilitation Programmes ACC

  2. 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

  3. Our biggest challenge Improving public trust & confidence in ACC

  4. 100 93 92 92 92 91 91 90 89 88 87 90 80 70 Knowledge 61 58 60 55 55 54 53 53 % 50 49 Trust & 50 45 Confidence 40 30 20 10 0 Jun 10 Sep 10 Dec 10 Mar 11 Jun 11 Sep 11 Dec 11 Mar 12 Jun 12 Sep 12 We need to turn things around

  5. It’s the ultimate measure of our success ACC’S ORGANISATIONAL OBJECTIVES Returns from Insurance Operations Staff Engagement Quality Service Privacy TRUST & CONFIDENCE

  6. So, what are we doing to make a difference

  7. Tackling the things that matter DIMENSIONS OF TRUST & CONFIDENCE Reliability Credibility Emotional Engagement Self-Orientation 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

  8. Putting our clients at the centre developing closer, critical stakeholder relationships & supporting staff

  9. What this means for rehabilitation listening and responding to customer needs PROVIDERS EMPLOYERS CLIENTS delivering targeted solutions CLIENT SERVICE OPTIMISATION EMPLOYER CENTRIC SERVICES REHABILITATION & SUPPORT SERVICES Improving the ACC experience for injured people and improving their rehabilitation outcomes 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 supporting staff ACC ACADEMY achieving better outcomes for the injured

  10. Clients

  11. Client Service Optimisation I keep in touch with how my rehab’s going. I tell my story once Safe, quicker return to work Additional support to get back on track CLAIMS MANAGEMENT SUPPORT SERVICES (QA, Technical, Legal) Review of customer service standards Centralised service co-ordination through one point of contact Centralised Client, Case and Claim level capability Independent claims screening team

  12. Outcomes • More effective claims management • Optimal entitlements • Improvement in client rehabilitation outcomes • Increased customer satisfaction • Improved culture, processes and systems

  13. Employers

  14. 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 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.”

  15. Providers

  16. Challenges and opportunities for rehabilitation in NZ Workforce Services Population Funding Clients Environment • Aging • Diversity • Disparities in who is accessing services • Geographic spread (urban/rural) • Aging • Capability • Diminishing number of specialists • Complexity of need and care • Ability to drive change • How we fund • Relationship complexity • Shared health workforce (MOH) • Sustainability for sector and ACC

  17. Approach to rehabilitation – an overview

  18. Service delivery – an overview

  19. Service delivery – an overview

  20. Cross Agency Collaboration • Shared assessments • Strengthening community services – supported discharge • Carers Strategy Qualifications review –Careerforce

  21. 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

  22. Staff

  23. Building capability ACC Campus School of Management Development School of Leadership ACC ACADEMY School of Insurance & Injury Prevention School of Claims Management

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