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As Converge is an EAP service and not a long term alternative to ongoing specialist support, a clinical review requires you to complete additional questions to justify the reason for the additional sessions that you are requesting. After completing the additional questions to justify the reason for the sessions request, it will be sent to a clinical manager for review.
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If a client requires extra sessions additional support for a different category or issue, depending on the organisations' contract with convergeConverge, you should instead request a new Assist Case. Please check with the Client Services team and refer the client to them if required. |
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Do not at any stage recommend, suggest, commence or schedule the next session with your client until the two review processes have been completed and an outcome has been determined, as your request may require further information or be declined. See “Next steps” section at the bottom of this article for more information. |
Before you start:
You must have already completed the initial extra sessions request
Make sure you understand how to access the portal and access the profile of a consultant
Ensure you understand Extra Sessions guidelines
You can only request up-to 4 sessions per request and if the request will bring the total sessions available to the client (including all completed, pending and extra sessions requests) to 12 or more, a clinical escalation will occur, requiring additional steps after completing the steps in this guide. See next steps section at the end of this guide.
Step 1: Select a client
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Step 1: Complete an extra sessions request in Classic View
You’ll need to make sure you’ve submitted an extra sessions request in Quick View first. After submitting, proceed with step 2.
Learn how to request extra sessions in Quick View here: Requesting extra sessions: Practices / Classic View
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Step 2: Navigate to the
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After clicking open on the clients' profile from the “My clients” list, you’ll be taken to a screen asking what you tak you are intending to complete. Leave the drop down menu as-is (Reviewing a clients profile) and click “Submit”
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On the client page that loads, navigate to the “Services” tab, then click on the Assist Case link.
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If your client has more than 1 assist case, click here to learn more before proceeding. |
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Step 2: Task filter
From the detailed Appointment screen that loads, navigate to the “Task Filter” section and select “Further Details Required (Allocation)”.
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Clinical Review questions
Once you submit the request and it reaches the 12-session clinical review threshold, you will receive an email to remind you to complete the questions.
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Click on the ASST case hyperlink (ASST-XXXXXX) which will direct you back to Phoenix.
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Step 3: Complete and submit the extra sessions “Further
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details” questions
On the next this screen, complete the further details form.Remember, this form is to justify the need for your questions. These questions are to assist with the review on whether the client having access to 12 sessions or more (including appointments completed and the amount requested in this request) in a 12-month period is clinically appropriate given the short-term nature of EAP. Click Submit when completed.
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Once completed, press “Submit”
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Next Steps
What happens next?
There are now two requests - one for the original extra sessions request (which gets sent to the clients client's organisation) and a second for the further questions (which gets sent to your clinical manager to endorse or reject).
Your original request is held until a clinical manager reviews the request and determines the outcome. If it’s approved endorsed by a clinical manager, the original request you made in quick view will be released and processed as normal.
How long will this take?
The original request from quick view will be held until the further questions request has an outcome from a clinical manager. It can take up-to 5 working days for a clinical manager to review and determine an outcome.
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The total time for both requests is up-to 13 working days.