THE CLINICAL PATHWAY AND PROCESS

The first step on the ICPMSK service is a pre-approval process to ensure the program is appropriate for you.

Each pathway starts with an ACC covered knee claim, which can be lodged for you by your GP, Physiotherapist, or Te Whatu Ora services. 

You may be referred for the program by Te Whatu Ora, your physiotherapist or your medical specialist. You may also be referred for additional imaging to confirm your diagnosis.

An initial assessment will be undertaken with your physiotherapist and vocational provider (if you are off work) to gather all relevant information to determine if the ICPMSK service can provide you with the level of care you require. 

You will be contacted by the RESS administrators and navigators to inform you the referral has been processed, and to obtain your consent to enter the service.

Within two working days of your referral being processed, your physiotherapist will ring you directly to book your first appointment under the new program.

Should you not hear within two days, please email referrals@ressjv.co.nz and our admin team will assist.

Once you have been approved onto the pathway, you can expect the program to last between 3-18 months., depending upon your need.

If you are not approved for the ICPSMK service, recommendations with regards to ongoing support for your injury will be made to your surgeon, sports physician or physiotherapist.

Once you have been approved onto the service, you can expect the program to last between 3-18 months. The program will teach you how to manage your injury and help you to return to the activities you enjoy. It involves a combination of education and physical rehabilitation developed and delivered by an expert team comprising of your orthopaedic surgeon or specialist, physiotherapist, and a vocational therapist. The goals of the programme are to use evidence-based rehabilitation principals to support you to maximise your function and to reduce your risk of re-injury.

If you are employed and are off work due to your injury, a work site visit will be arranged. If you are on a surgical pathway, this worksite assessment will form the base of your return-to-work plan. This process involves collaboration between your physiotherapist, surgeon, employer, and ACC to ensure you return to work safely and at the appropriate time.

The programme includes:

• A physiotherapy package tailored to your injury and functional need, with one-to-one care from your physiotherapist. 
• Vocational rehabilitation and return-to-work planning (if you are eligible for income compensation). This process involves collaboration between your physiotherapist, surgeon or specialist, employer, and ACC to ensure you return to work safely and at the appropriate time.
• A financial contribution towards accessing a gym for rehabilitation purposes, if this is appropriate for your treatment. You will have the choice of a gym membership either with your physiotherapy clinic or an external commercial gym
• Ongoing case management support from your Navigator. Your Navigator will often reach out to you to ensure your treatment is going well, you are happy with your providers, and they can assist with referrals for nutritional advice, counselling, sports psychology, cultural support, pain management – all depending upon what you personally require to get back to living your best life.

• To complete the full rehabilitation program and participate in end-stage physical testing.
• To attend your worksite meeting and follow the return-to-work program that has been approved by your surgeon (if you are employed). Your surgeon or sports physician will provide all medical certificates for work if this is required.
• To attend appointments with your physiotherapist, vocational therapist, and surgeon, always provide a minimum of 24-hour’s notice if your appointment time needs to be changed. If you do not attend three appointments without appropriate notice, you may be removed from the programme.
• To complete a series of questionnaires throughout your rehab journey. This will allow us to capture data on how effective our programme is, so we can continually improve how we deliver patient rehabilitation in the future.
• To communicate to your rehab team if you have any concerns or feedback. This will help us to understand your journey and provide you with more support if needed.

You will need to have an initial assessment with one of our physiotherapist providers to ensure the programme is appropriate for your injury. We have providers located throughout the South Island. Please call us on 027 260 3846 or email referrals@ressjv.co.nz to find your nearest physio clinic.

If you are already being treated by a sports physician, surgeon or other specialist, they will be able to refer you to the RESS ICPMSK directly - you just need to ask!

Your ICP Navigator will be your go-to for any queries or comments about the program.

Please do not hesitate to contact them at navigator@ressjv.co.nz or 027 260 3846 at any time.

RESS acknowledges the rights of the patient outlined within the Health & Disability Commissioners Code of Rights.  We aim to provide a high quality, professional service for all patients at all times. We value any feedback you may have about how we can improve the standard of service delivery. 
Every patient has the right to complain in any form (verbally or in writing, formally or informally). 
 
Every patient may make a complaint to: 
* the individual service provider (e.g., physiotherapist, specialist, navigator). 
* any person authorised to receive complaints about that provider. 
* a patient advocate. 
* the Health and Disability Commissioner. 
 
If you have any complaints about the treatment or service you have received from us or one of our providers, we would like to know.  We encourage you to provide full details of your complaint in verbally or in writing to us as soon as possible so we can fully investigate your complaint.  

Any complaint can be sent to office@ressjv.co.nz. Or through any of your rehabilitation team members. 

If you make a complaint to us, we will: 
* Acknowledge your complaint in writing within 24 hours unless it has been resolved to your satisfaction within that time. 
* Contact you within 5 working days to discuss next steps.  If we need more time to investigate your complaint, we will advise you of this and why more time is needed. 
 
After next steps are discussed: 
* We will continue to work with you towards a resolution 
* We will advise you of progress towards actions we have agreed to take. 
* We will advise your right to complain to the Health & Disability Commissioner or the Privacy Commissioner (details below). Should you be dissatisfied with the outcome. 
 
For complaints that take some time to fully resolve, we will advise you about the progress of your complaint regularly as we have agreed with you. 
At any time, you request it we will provide you with all the information that RESS holds that is or may be relevant to your complaint.  
 
Accessing the Health and Disability Consumer Advocacy Service  
Health and Disability Commissioner: Make a complaint to HDC — Health & Disability Commissioner: 0800 11 22 33 
 
Advocacy Services: 0800 555 050: 8:00am to 4:30pm Monday to Friday 
Christchurch Branch Ph 03 377 7501 
Hearing Impaired Translations - Nationwide Health and Disability Advocacy Service 

Accessing the Health and Disability Consumer Advocacy Service 

Health and Disability Commissioner: https://www.hdc.org.nz/making-a-complaint/make-a-complaint-to-hdc/

0800 11 22 33

Advocacy Services: 0800 555 050: 8:00am to 4:30pm Monday to Friday

Christchurch Branch Ph 03 377 7501

Hearing Impaired Translations - https://advocacy.org.nz/hearing-impaired-translations/