In the event that your client requires extra sessions, this can be requested via the Quick View page. 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.
Please keep in mind that your client may be eligible for a new Assist Case instead of extra sessions. Please check with the Clients Services team. New Assist Cases are available for a new issue (depending on the contract we have with the employer), or after 12 months. Raise a support ticket with User Support if you are unsure.
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.
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: Access Quick View
Login into the portal and make sure you are in the Quick View section, which can be selected from the left menu.
Step 2: Find your client
If your client does not have an upcoming session, find the client in the “Recently Completed” section of the Quick View page. If you can’t find your client, you can search for the client by following the instructions here.
Step 3: Click “Rebook” and request extra sessions
After you’ve found your client, click the blue “Rebook” button on the right side of the page.
Check the total sessions used. If you reach the clinical review threshold, you will receive a notification to complete a clinical review. See the Extra Sessions: Clinical Review guide.
Then click “Request Extra Session”.
Clients can have a total of 12 sessions per 12 months from the date of the first session without clinical review. If the total available session reaches the clinical review threshold including your request and all previous sessions, you’ll need to answer additional questions after completing the steps below. For help, check this guide: Extra sessions - Clinical Review
Step 4: Complete the Extra Session form
Select “Consultant” 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. 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.
Please note: After requesting extra sessions, close the case to ensure the employer can approve the sessions without encountering an error message.
Next Steps
You’ve now completed an extra sessions request in Quick View.
As mentioned in step 3, if your client’s sessions exceeds the clinical review threshold, including your request, you’ll need to follow additional steps in this guide: Extra sessions - Clinical Review
To view the status of an extra sessions request, use this guide: View the status of an extra sessions request