Absolutely, so why won't they listen... "I suppose it's easier to make people pay rather than return to the source and find out where all the money's going..."
The whole system needs an overhaul and that means starting from scratch. Identifying a single source of truth (the best data source) for each facet of the claim process, from crash to completion of treatment... and comparing it to the paper based documentation to ensure that's it as close to perfect as you can get it... this would include everything from the police reports to the payment slip for a physio/doctor... From what i can tell ACC should be no more than a funding/payment body, primarily as the crash stats will be logged in the police system, and most likely some other systems... There shouldn't be more than 1 system holding a certain piece of information, it's too much of a nightmare to administer.
The money is there to do it too... someone mentioned that the new software that ACC are going to implement would likely cost 131 million dollars over its life time (10 years i think)...
Give me 50 guys, 3 years and 50 million (most likely would only need half of that) and you'll have a system that fits the process, not a process to fit the system (fucking rediculous idea)... then stats can be used for injury prevention and not setting policy or levies (more stupid ideas)...
My heart goes out to your wife Jeffs, i'd hate to be in a position of actually watching it happen from the inside...
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