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.
EAP services are short term and solutions focused and therefore not a long-term alternative to ongoing specialist support. A clinical review requires you to complete additional questions to be reviewed by a Clinical Manager to determine whether extra sessions will be appropriate for the client, before the request is sent to the client’s organisation for the final outcome.
If a client requires additional support for a different category or issue, depending on the organisations' contract with Converge, you should instead request a new Assist Case. Please check with the Client Services team and refer the client to them if required.
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.
Step 1: Complete an extra sessions request in Quick 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
Step 2: Navigate to the 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.
2. Click on the ASST case hyperlink (ASST-XXXXXX) which will direct you back to Phoenix.
Step 3: Complete and submit the extra sessions “Further details” questions
On this screen, complete the further details 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.
Once completed, press “Submit”
Next Steps
What happens next?
There are now two requests - one for the original extra sessions request (which gets sent to the 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 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.
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.