When making an extra sessions request, if a request brings the total amount of sessions available to a client (including any completed and pending sessions) to 12 or more, a clinical review is required.
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.
If a client requires extra sessions for a different category or issue, depending on the organisations' contract with converge, you should instead request a new Assist Case.
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
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.
Step 2: Navigate to the clients' 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”
On the client page that loads, navigate to the “Services” tab, then click on the Assist Case link.
If your client has more than 1 assist case, click here to learn more before proceeding.
Step 2: Task filter
From the detailed Appointment screen that loads, navigate to the “Task Filter” section and select “Further Details Required (Allocation)”.
Step 3: Complete and submit the extra sessions “Further details ” form
On the next screen, complete the further details form.
Remember, this form is to justify the need for your client having access to 12 sessions or more (including appointments completed and the amount requested in this request) in a 12 month period. Click Submit when completed.
Next Steps
What happens next?
There are now two requests - one for the original extra sessions request (which gets sent to the clients organisation) and a second for the further questions (which gets sent to your clinical manager).
Your original request is held until a clinical manager reviews the request and determines the outcome. If it’s approved 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.
If the further questions request is approved by a clinical manager, the original request from quick view is released and processes under the normal time frame which is up-to 8 working days.
The total time for both requests is up-to 13 working days.