Practices can request extra sessions for their existing clients to provide additional, short term support aligned with our EAP service.
❗️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
In the event that your client requires extra sessions, this can be requested via Phoenix. An extra sessions request is sent to the client’s organisation for review. Standard extra sessions requests receive an outcome (approved or declined) within 7 business days.
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Extra session requests are submitted to the client’s 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 are shared. Both you (the consultant) and the client will receive the outcome email. |
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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
athe 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.Locate the client by clicking on their appointment in “Calendar View” (on the My Calendar tab on the left hand side).
Step 2: Navigate to the clients'
assistAssist 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”
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. |
appointment, navigate to the ASST case by clicking on the hyperlink next to Parent Case: ASST-XXXXXX
Step 3: Select an action from task filter
Next, on the clients Assist Case page, navigate to the Task Filter.
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
On the next page, at the top right corner will be three dots (see image). Click the three dots to reveal actions menu options
Then click “Add Work”,
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.
Select “Consultant”
Request up to 4 sessions per request
Enter as the requestor.
Enter the number of requested extra sessions. The maximum is four. Use the entitled sessions as a guide.
Click the calendar icon and select today’s date for the date of request section
Select the “Goals to be achieved with extra session” option which best matches the reason for the request
Select the “Referral to longer-term support” option which best matches your referral pathway for this client.
Click “Submit”. Do not type in the date.
Complete the remaining two questions about the goal and referral pathway.
Click the “Submit” button.
Scroll down and click the “Confirm” 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
If the request you are submitting will take the client to a total of 12 or more sessions per 12 months To view the status of an extra sessions request, use this guide: View the status of an extra sessions request: Practices
Clinical Review
If your client’s sessions exceeds the clinical review threshold (including remaining, completed, upcoming/scheduled sessions plus the sessions from your current request) a clinical escalation review 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)- Clinical Review: Practices