COMPANY PROFILE
accessable is a passionate, caring company that touches many parts of the health and disability community.
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about accessable
3-4
client care
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service delivery
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innovation
12
our mission
13
our values
ABOUT We provide rehabilitation equipment, housing alterations and vehicle modifications for New Zealanders in need, nationwide. Our strategic partners include
The focus underlying everything
the Ministry of Health, Accident
we
do
Compensation Corporation (ACC),
in
living
various District Health Boards
the
(DHB) and private healthcare
home or community as part
organisations.
of a rehabilitation process with
Our customers are individuals who require assistance either on
about
a temporary or long-term basis.
is
to
assist
healthier
comfort
of
long term outcomes.
people
lives, their
in own
1 providing healthcare outcomes since 2000 accessable has developed trusted and reliable relationships with its health sector partners dating back to 2000. The company currently fulfils three major contracts: Í
Equipment and Modification Services (EMS) contracted to Ministry of Health (MOH) for the Auckland, Counties Manukau, Northland, and Waitemata DHBs
Í
Management of Rehabilitation Equipment Services (MRES) contract for ACC nationwide Hearing Aid Services for hearing aids and subsidies for non-ACC clients on a national basis, contracted to Ministry of Health (MOH) since 2011
x 71,397
x 126,240
“Over a recent 12 month period accessable received 71,397 applications for Equipment Management Service Requests, ACC applications, and Hearing Aid Services claims from New Zealanders in need. We were proud to be able to distribute a total of 126,240 items during that year – helping to move care closer to home.” about
Í
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our history Incorporated as Environmental
Sue and Allan is accessable‘s
In late 2014 accessable moved to
Health Management Services, the
General Manager and business
new premises to accommodate
business is known by its trading
partner, Graham Walling, who
its required growth in resources
name, accessable.
joined the company in 2012.
– equipment, facilities and team
The company was founded in
The company currently consists of
2000 by Sue Smith, Managing
approximately 100 team members
Director,
Smith,
and is governed by a Board of five
Executive Director. They are still
Directors with an independent
very much involved in the day-to-
Chairman. Within our team, we
The new premises at 9 Airpark
day operations of the business,
have a number of professional
Drive, Airport Oaks are home
as it is an ongoing passion of
specialists in health sciences
to accessable‘s main offices,
theirs to continue to create better
and occupational therapy who
equipment
healthcare outcomes for New
are nationally known for their
and
Zealanders. Working alongside
expertise within specialised work
workshop.
and
Allan
about
fields.
members. During this move new premises were also established in Christchurch and Wellington to meet distribution demand.
warehouse
refurbishment
CLIENT CARE
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moving care closer to home The
Minister
outlined
the
of top
Health priority
has
homes longer or recover from
We will work closely with home
as
their treatment at home sooner.
care providers and strengthen
”moving care closer to home”. In principle this involves more people being cared for at home and the individual’s family / whänau
taking a greater role
in the decisions that relate to their own care. Many of these people will be elderly. The rate
Home
care
providers
are
this relationship.
increasingly adopting restorative
Our success is defined by the
care models. As the expectations
impact on the lives of those New
and involvement of the people
Zealanders receiving the services
cared for at home increases,
we provide.
then so must the scope for Equipment Modification Services.
of population growth of over-80year-olds is expected to treble in
CONFIDENTIALITY
QUALITY SERVICE
the next ten years. Equipment and modification services will of helping people stay in their
SPEED OF SERVICE
SUPPLIER MANAGEMENT
RELATIONSHIP MANAGEMENT SIMPLE PROCESS
CARER
IT CAPABILITY
Client
FAMILY/ WHANAU
ASSESSOR
DISTRIBUTION
INVENTORY MANAGEMENT
CASE OWNER OTHER PROVIDERS
SUPPORT WORKER
EDUCATION
END TO END SOLUTION
Support network for the client Solution accessable can provide
RIGHT PRICE
APPLICATION MANAGEMENT RIGHT PERSON EFFICIENT SERVICE
REFURBISHMENT
RIGHT PLACE
What our funders are wanting R5 principles of service delivery
RIGHT PRODUCT
PRIVACY
RIGHT TIME
client care
be an even more important part
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business partnering with the public sector to create better outcomes for all At
accessable
we
work
Our focus within the community
We aim to align our services
together with primary health
is to offer both the public and
in ways that complement the
organisations, community health
private health sectors services
strategic direction, priorities and
services, residents, community
that
initiatives of other healthcare
leaders and service users for the
lifestyles
benefit of all of New Zealand, to
management.
enhance and
independent equipment
support people in living healthy
organisations,
professional
bodies, regulatory authorities and policy setters in New Zealand.
and independent lives. MINISTRY OF HEALTH
GOVERNMENT
Delivering services that are accessible, safe, client-centric, clinically effective and costeffective. Reducing the impact of future trends within the health sector – housing, obesity, aged care.
ACC
”Vote Health” Creating greater value for the health spend dollars and reducing costs. Providing a sooner, better and more convenient service.
Managing privacy and data security with a secure online application system, OCO. Putting people first, enabling rehabilitation and recovery in the home.
ACCESSABLE Helping to move care closer to home
DHBs
IT SECTOR
Reducing hospital based costs; prevention of hospitalisations and re-admissions, and rapid response models. Being responsive and agile enough to make fast decisions when needed.
As a private organisation, connecting with the public sector using IT systems that ensure privacy and security of data are upheld.
client care
HEALTHALLIANCE Managing health expenditure within EMS, ACC, hearing. Meeting budget parameters and reducing inefficiencies.
SERVICE DELIVERY
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for people who need physical assistance – either temporary or long-term – accessable provides equipment, housing alterations and vehicle modifications on behalf of the Ministry of Health, ACC and other healthcare organisations Our service standards are driven by our R5 strategy – to deliver the right product to the right person, at the right place, at the right time, at the right price. This strategy ultimately drives
business
our determination to provide
accessable has within freight
clients nationally with the best
partners and supported by IT
service
systems specifically tailored to
available.
This is achieved with important
that
provide solutions for clients.
to the Right product to the Right person at the Right place at the Right time at the Right price
service delivery
outcomes
partnerships
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equipment and modification services (EMS) Modification
accessable receives applications
Services (EMS) are one of the
from specialised assessors who
many services funded by the
request
Ministry of Health through the
housing alterations and vehicle
Disability Support Services.
modifications
on
their
clients.
Once
is
confirmed,
Equipment
and
The purpose of Ministry funded equipment and modifications is to support disabled people to live as independently and safely as possible.
adaptive
equipment, behalf
of
eligibility accessable
arranges for the equipment or modifications to be provided. For Ministry of Health applications, accessable works with people from Meremere and to the far north.
managed rehabilitation equipment services (MRES) accessable
fulfils
a
national
Applications are received from
contract for MRES for the Accident
specialised assessors and case
Compensation Corporation (ACC).
owners who request rehabilitation equipment on behalf of their clients. accessable arranges for the equipment to be provided. For ACC applications, accessable
service delivery
manages this as a national service.
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hearing aid services Since 2011 accessable has been
on behalf of their clients. Once
contracted
National
Ministry of Health eligibility is
Ministry of Health Hearing Aid
confirmed, accessable provides
Service Assessors and Providers
approval for hearing aids or
to manage solutions for Hearing
accessories. For Hearing Services
Aid
accessable works with people
users,
as
the
Audiologists
and
Administrators.
over the whole of New Zealand.
accessable receives applications
accessable was able to reduce the
from
average hearing aid cost by $500
specialised
(audiologists)
who
assessors request
in the first 12 months.
hearing aids and accessories
- Sue Primrose, [then] Development Manager, Service Access Team, Disability Support Services, Ministry of Health Update on hearing aids, January 2013
service delivery
“accessable has now been managing all applications for hearing aids and claims for the hearing aid subsidy since 1 July 2011. During this time the Ministry has received considerable positive feedback on the quality of the services provided by accessable and we have been very pleased with the overall management by accessable. We are also delighted to see that an increasing number of audiologists and audiology providers are taking up the opportunity to utilise the Online Catalogue Ordering system which accessable has developed as this results in greater efficiencies for everyone.�
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repairs & maintenance Repairs@accessable
is
a
throughout
The repair service is aligned to
business unit specifically set
New Zealand with an approved
both funders’ needs (Ministry and
up for repairs and maintenance
dedicated
ACC) and this again demonstrates
of rehabilitation and mobility
subcontractors.
related equipment. It allows us to improve customer outcomes and deliver higher levels of customer and
stakeholder
satisfaction,
while managing external costs more effectively.
in
Auckland
and
network
of
30
an efficient method of managing
Over 1600 repair jobs and 4500 telephone calls are completed each month nationwide in the delivery of this service ensuring
all requests in an integrated way. The combined volume of requests allows accessable to manage the service at a better cost structure.
the client’s essential needs are met and that their safety and
accessable supports this service
independence are maintained in
delivery from their main site
the community.
Service User Request Received accessable confirms Service User Satisfaction
accessable confirms Service User Details
Individual Service User Needs Established
accessable Complete Repair
service delivery
Service User Appointment, Location, Date & Time Confirmed
Carer, Whanau or Assessor Support Identified
INNOVATION
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better outcomes rely on accurate anticipation of needs Priorities and strategies in the
helping to prevent unnecessary
better outcomes. Over the years
New Zealand health sector focus
costs – for individuals and for
we’ve
on creating and supporting a
communities.
innovative solutions that have
healthy population and a healthy economy. This involves not just fixing problems as they happen, but anticipating future needs and
accessable places great emphasis on innovation that leads to better
service
delivery
and
developed
stand-out,
served not just accessable as an organisation, but also the health sector nationwide.
online catalogue ordering (OCO) Online
Catalogue
Health authorised Assessors and
As of 1 May 2015, all service
Ordering (OCO) initiative is an
Administrators within the Health
requests for Hearing Aid Services,
online ordering system for all
Sector.
EMS, Ministry of Health, and
equipment, housing and vehicle modifications
for
Ministry
of
It was developed by accessable in 2008 for use initially for EMS in the Northern Region. Because of the efficiencies and costs savings realised, OCO is now in use nationally throughout New Zealand.
(MRES) ACC services are being created within OCO, replacing all manual forms. This helps to ensure both accuracy and timeliness
which
contribute
to delivering better outcomes for clients and costs savings for healthcare and equipment providers. For more information about OCO, please refer to the accessable website, or contact us for a demonstration.
innovation
accessable’s
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privacy and security accessable has a comprehensive
Organisation (HISO), the expert
with
IT Security Policy in place which
advisory group for standards to
practice and theory to ensure
it continues to expand as the
the National Health IT Board.
that consumer and commercially
company transaction capability
develops and over
greater
information the
internet.
This IT Security Policy complies with Health
requirements Information
of
the
Standards
Electronically
capturing
and
transmitting data through OCO, our
secure
web
we
continuously
application, have
the
opportunity to review existing security practices and align them
innovation
“accessable established a successful freight model and improved the delivery of bundled Ministry List and reissue equipment items to same day or next day. This customer-focused approach provides an effective contribution for people to live in their own environment.�
current
sensitive
health
information
confidential
and
industry
remains
secure.
All
processes and procedures around customer data and privacy are audited monthly and reviewed for improvement at least annually.
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education In addition to the three main areas
accessable provides educational
employees as well as for external
of service provision listed above, at
resources that are informative,
partners
accessable we also place a strong
interactive, inspiring, make an
advisors and case owners. These
emphasis
impact and are delivered in
education initiatives include the
innovative ways.
accessable ‘Know Your Products’
education
and
training. Our strategic education plan – which embodies our vision and philosophies for education,
We recognise the value and educated and trained workforce
delivery, respect for all cultures,
(internal and external) who feel
trust and innovation and take
The i5 education plan identifies
involved can contribute towards
great pride in the awesome
the
delivering outcomes for the end
initiatives that we create and
service user.
deliver.
educational
initiatives
occurring within the different areas of the company, and draws these together into the context of the business-wide understanding of the values and outcomes accessable wants to achieve.
engaged,
demonstrations and workshops. We grow with excellent service
– is known as i5.
an
assessors,
well-
training and information provision
difference
as
Online training courses, videos, workshops, events and other education
resources
are
provided for internal accessable
informative interactive inspiring impact innovative
innovation
on
such
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OUR MISSION more than a service While our main role is to provide
We have built a reputation of
disability
and
providing innovation, expertise
health
and value to funder contracts and
sector in New Zealand, we are
consider our role to be more than
constantly looking for ways to
a service.
modifications
equipment for
the
deliver better outcomes for our stakeholders. • Connected Customer focussed Funder needs
• • • • •
R5 Service IT capability Innovative Reputation Procurement
accessable more than a service
our mission
• • • • • •
Good company Innovation driven Education i5 Social responsibility Cultural responsibility Communication
• • • •
Professional Business development National opportunities Leadership
Empowering people to make a difference
Integrity
Excellence
Valuing people
Innovation
Courage
Fun
Acting ethically with honesty, privacy and respect for others
Pursuing excellence in everything we do to make a difference in others’ lives
Caring and valuing people, our accessable team, our clients and our community
Constantly seeking to make things better and remain agile and open to change, this means everyone continues to learn and grow
Acting confidently and courageously, taking ownership of a situation to get the best outcome and making the right decisions guided by our values
Celebrating milestones, celebrating success and look for enjoyment at work
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our values
CONNECT WITH US landline (09) 620 1700 free phone (0508) 001 002 mail info@accessable.co.nz 9 Airpark Drive, Airport Oaks, Auckland PO Box 27 804, Mount Roskill, Auckland 1440 www.accessable.co.nz