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Practices can request extra sessions for their existing clients to provide additional, short term support aligned with our EAP service.

Note

Before you start:

  • 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

Find an existing client from the consultants “my clients” list. When you find the client you need to action, click “Open” on the right side.In the event that your client requires extra sessions, this can be requested via Phoenix. An extra sessions request is sent to the clients' organisation for review. Standard extra sessions requests receive an outcome (approved or declined) within 7 business days.

Info

Extra session requests are submitted to the clients' organisation for review. When making a submission, the client’s personal details are not shared with their organisation to maintain their confidentiality. No identifying details is shared. Both you (the consultant) and the client will receive the outcome email.

Info

Submitted extra session requests can take up to 7 business days for an outcome. Please refrain from contacting Converge within this time for an update on the status of the Extra session request. We also request that you refrain from rebooking or suggesting a future session time with your client until you have received the extra sessions outcome, as this is not a guaranteed process.

Step 1: Select the client

Locate the client by clicking on their appointment in “Calendar View” (on the My Calendar tab on the left hand side).

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Step 2: Navigate to the clients'

assist

Assist case

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 loadsappointment, navigate to the “Services” tab, then click ASST case by clicking on the Assist Case link.

Info

If your client has more than 1 assist case, click here to learn more before proceeding.

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hyperlink next to Parent Case: ASST-XXXXXX

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Step 3: Select an action from task filter

  1. Next, on the clients Assist Case page, navigate to the Task Filter.

  2. From the task filter, click on a link with the black flame icon (to the left). This is usually “Select Consultant”, “Next Steps” or “Waiting for Appointment Completion”.

Step 4: Request extra sessions

  1. On the next page, at the top right corner will be three dots (see image). Click the three dots to reveal actions menu options

  2. Then click “Add Work”,

  3. Then from the sub-menu, click “Extra Sessions Request”.

Step 5: Complete extra sessions request form

You’ll now be taken to the extra sessions form, where you can formally apply for the extra sessions.

  1. Select “Consultant”

  2. Request up to 4 sessions per request

  3. Enter as the requestor

  4. Enter the number of requested extra sessions, 4 is the maximum that can be requested

  5. Click the calendar icon and select today’s date for the date of request section

  6. Select the “Goals to be achieved with extra session” option which best matches the reason for the request

  7. Select the “Referral to longer-term support” option which best matches your referral pathway for this client.

  8. Click “Submit”.Complete the remaining two questions about the goals and referral pathway

  9. Click “Submit Extra Sessions Request” button

Next steps

You’ve now completed an extra sessions request for your client. Your request will be sent to the clients client's organisation for an outcome - the outcome will be relayed to both you and the client via email within 8 working days.

Clinical Escalation

To learn how to view an extra sessions status, view this guide: View the status of an extra sessions request

Clinical Review

If the request you are submitting will take the client to a total of 12 or more sessions per 12 months (including remaining, completed, upcoming/scheduled sessions plus the sessions from your current request) a clinical escalation will occur. This will require you to return to the clients assist case (Steps 1 & 2 from this guide) then open the task filter action to complete additional questions for submission to a clinical leader.

Follow this guide for more information: Extra Sessions Clinical Escalation (Practice / Classic View)Review - Practice