10 June 2020
Anthony Jordan
[FYI request #12845 email]
Tēnā koe Anthony
Your Official Information Act request, reference: GOV-004917
Thank you for your email of 15 May 2020, asking for the following information under the Official
Information Act 1982 (the Act):
Please Supply information that would indicate dates the ACC has carried out:
1. research with Concussion Claimants that has identified their confidence with any ACC
guidelines
2. research with Concussion Claimants that has identified their confidence with ACC Clinicians
opinions
3. research with Concussion Claimants that has identified their experiences with ACC Clinicians
competence with Concussion issues
4. research with Concussion Claimants that has identified their confidence with non-ACC Clinicians
opinions in dealing with thier Concussion complications
5. research with Concussion Claimants that has identified their experiences with non-ACC
Clinicians competence with Concussion in dealing with their Concussion complications
Clarifications
We have interpreted your request to be about research that ACC has commissioned and paid for.
Also, we have interpreted the part of your request about ‘ACC clinicians’ to relate to Clinical Advisors
employed by ACC, and ‘non-ACC clinicians’ to be clinicians who provide services through contracts, Cost
of Treatment Regulations, or non-contracted/one-off arrangements.
ACC research
We are unable to locate any research ACC has conducted that meets the criteria in your request. Your
request is therefore declined under section 18(e) of the Act, as despite reasonable efforts to find the
information requested it cannot be found or it does not exist.
However, ACC does, through a number of streams of work, specifically obtain insights into the customer
experience of ACC’s customer groups, ie clients, providers, business customers and the general public of
New Zealand. These streams include:
• A closed loop feedback system. This is a platform through which we can gather customer feedback
related to specific ACC interactions, eg through people calling our contact centre or using our digital
tools. We invite feedback about these types of interactions via email or text invitations to complete
a short, interaction-focused questionnaire.
• Regular relationship level customer experience surveys. These are provided by external researchers
and are intended to monitor the overal relationship of our customers with us on the ‘bigger’
questions – eg trust, overal satisfaction, opportunities for improvements etc, as opposed to
feedback on specific interactions.
• Outcomes after injury. We have recently started a quarterly survey that explores our customers’
experiences returning to work after an injury and their broad wellbeing outcomes. Experiences with
and confidence in clinicians is not covered by this survey.
GOV-004917
• We also obtain insights through analytics, our customer advisory panels, and our human centred
design team who undertake qualitative research (interviews) with various customer groups based
on specific projects or focus areas. We have not done anything specific to concussions.
• Client feedback is a requirement in some contracts but not in the Concussion Services contract.
Who to contact
If you have any questions, you can email me at
[email address].
If you are not happy with this response, you have the right to make a complaint to the Ombudsman.
Information about how to do this is available at
www.ombudsman.parliament.nz or by phoning 0800
802 602.
Nāku iti noa, nā
Sasha Wood
Manager Official Information Act Services
Government Engagement & Support
Accident Compensation Corporation
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