Cancellation & Attendance Policy

 

Hastings Macleay Speech Pathology’s (“HM Speech”) Cancellation and Attendance Policy is designed to ensure:

1. That HM Speech can operate efficiently and that our Speech Pathologists are available when needed.

2. Consistency of intervention in line with Speech Pathology best practice guidelines.

3. That other clients who may be waiting for therapy don’t miss out unnecessarily.

 

HM Speech aims to provide quality care in a timely manner.

No shows, late arrivals and cancellations are an inconvenience not only to us as providers, but to our other patients as well. Available appointments are in high demand and your early cancellation will allow other patient’s to access our care.

 

Please be aware of the following policy regarding missed appointments:-

- Clients who fail to show for their scheduled appointment or did not notify the office within 48 hours of their scheduled appointment will be charged at 100% of the usual rate. For example, if your appointment is at 2pm on Wednesday, you need to advise us by 2pm on Monday.

- Patients must cancel via a phone call or via the sms feature when you are notified of your appointment.

 

In the event of a true and unavoidable emergency we will not charge a cancellation fee.

An emergency situation could be any of the following and will be at the discretion of Hastings Macleay Speech Pathology: -

- Traffic Delays or vehicle breakdowns.

- Child-care issues

- Weather events such as flooding or bushfires

- Hospitalisation or illness

 

If your Speech Pathologist is sick, we will let you know as soon as possible and offer a replacement session.

 

We are unable to offer face to face appointments when either we or our clients are sick, as we often work with a very vulnerable population and have a duty of care to best protect everyone’s health to the greatest extent possible. However, we do offer alternatives to a cancellation, as follows:

1. A telehealth appointment at the same scheduled time (ie a Zoom session),

2. A make-up session at a different time, where available, during the school term or in the next school holidays, or

3. Alternative use of the Speech Pathologist’s scheduled session time, such as development of resources for use as home practice, a report, liaison with other professionals etc.

 

Discharge Protocols:

- Once therapy goals or targets have been reached and no further goals have been identified you might be discharged from our service (this will be an agreement between the client and speech pathologist).

- We expect a minimum attendance rate of 80%.  This means that regardless of how much notice you provide, we expect that the client will attend a minimum of 80% of their scheduled Speech Pathology sessions. We understand that from time to time, circumstances change, making it impossible to attend, however this should be the exception rather than the rule. Commitment to this minimum level of attendance is important for the 3 reasons highlighted above. Should your attendance fall below the minimum 80% expectation, HM Speech will charge for cancelled sessions at 100% of the usual rate, irrespective of the notice provided. Should non-attendance continue, HM Speech will reallocate the regular scheduled time to another client.

- Inappropriate or aggressive behaviour towards the service will result in an immediate discharge.

 

Clients Rights & Responsibilities

 

As our client, you have the right to:

- Receive respect, quality and safe care.

- Clear, easy to understand information about your care, condition, treatment options, expected outcomes and fees.

- Have your privacy and confidentiality respected.

- Make positive suggestions and feedback or ask questions about your ongoing care.

 

As a client, we ask that you:

- Show consideration and respect to all staff, volunteers, clients and visitors.

- Provide sufficient information to enable staff to provide the appropriate service, advice, and/or care.

- Participate in making decisions about your care and to ask for more information if you don’t understand something.

- Carry out a treatment program or tell your health care worker if you are not intending to do so.

- Observe safety procedures that may be requested while attending a service.

- Consent for us to contact your local GP or other Health Care Provider, should we require background medical information.

- Agree to remain with your client or child (as care-giver) at all times during the appointment, unless discussed with your therapist.

 

Travel

 

Subject to availability, HM Speech offers mobile speech therapy services. When our therapists deliver therapy at a location other than our clinic, Travel Fees will apply and will be agreed with you in advance.

Travel Fees are as follows:

• Travel Fees are charged at the same hourly rate as therapy, specifically $193.99 per hour, applied in 5 minute increments.

• Travel Fees are based on the time taken for your therapist to travel to and from our clinic at 89 Lake Road Port Macquarie.

• Travel Fees are agreed with you in advance based on an estimated travel time, and not based on the actual time our therapist takes to drive to you on any particular day.

• We estimate travel time using Google Maps, and agree on a Travel Fee with you in advance.

• Where possible, travel fees may be shared between clients when more than one client is seen at a particular location (eg a school). On these occasions, a discount will be applied and visible on your invoice