View the status of an extra sessions request: Practices

Owned by Vi.Dang, created
Oct 16, 2023
3 min read

You can view the status of an extra sessions request to see if it's pending, approved or declined. You can also view the extra sessions request history for your clients' Assist case.

An extra sessions request takes up-to 8 working days for an outcome to be determined by the clients' organisation. Please refrain from contacting the User Support, Extra Sessions or Client Services team to ask about the status of an extra sessions request unless 8 working days has passed and you have not received an outcome email for the request.

Do not at any stage recommend, suggest, commence or schedule the next session with your client until the review processes has 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.

You can quickly check if additional sessions were added in Quick View by clicking the “rebook” button next to a completed appointment with your client (from the “Appointments Recently Completed” section in the Quick View page).

When you click the rebook button a pop up showing the available session summary will appear including available extra sessions.

If you need more detailed information follow the steps outlined below in this guide.

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).

 

Step 2: Navigate to the clients' Assist case

After clicking open on the clients' appointment, navigate to the ASST case by clicking on the hyperlink next to Parent Case: ASST-XXXXXX

Then, below the task filter section follow the steps:

  1. Below the task filter list section, click “Case details” sub tab

  2. Then click “Extra sessions” from the sub-menu below that

  3. Then select either Outstanding Request (for pending requests) or “Extra sessions request history” for historical request status'.

Note: You can also view an extra sessions submission from the Pulse notes on the right of the appointment detail screen.

If you have submitted your Extra Sessions request and don’t see it reflected in the Pulse notes section, refresh your web-browser.

 

Next Steps

If you have a query about an extra sessions request, do not contact Converge within 8 working days from your original submission (13 days when a clinical review is required).

If after 8 working days you have not received an outcome email and you there’s no status update in the Phoenix portal (from the steps in this article), contact the extra sessions team at extrasessions@convergeintl.com.au