SERVICE AGREEMENT POLICY

The provider agrees to…

  • Work with the client to provide services that meet the participant’s needs, within the reasonable scope of Speech Pathology practice,

  • Treat the client with courtesy and respect,

  • Conduct sessions via telepractice as agreed with the participant, with regular opportunities to review the provision of supports with the client,

  • Communicate openly and honestly in a timely manner, during business hours,

  • Listen to the client’s feedback and resolve problems quickly,

  • Give the client notice if the provider has to change a scheduled appointment to provide supports,

  • Give the client the required notice if the provider needs to end the service agreement,

  • Protect the client’s privacy and confidential information,

  • Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme act 2013 and rules, and the Australian consumer law; keep accurate records on the supports provided to the participant

  • Issue timely invoices and statements of the supports delivered to the client.

The client agrees to…

  • Participate in sessions via telepractice (online consultation platform)

  • Treat the provider with courtesy, cooperation, and respect. Violent or aggressive behaviour towards the provider will not be tolerated and will result in the immediate termination of services.

  • Understand that therapists will only respond to communication during business hours, and due to the nature of our schedules, may take a few days to respond to emails, calls etc.

  • Talk to the provider if there are any concerns about the supports being provided,

  • Give the provider a minimum of 3 weeks notice if a report is required,

  • Give the provider the required notice if the client needs to end the service agreement,

  • Let the provider know immediately if the client’s funding plan (such as, NDIS plan) is suspended or replaced by a new one, or the client stops accessing a funding stream all together.

CHARGES

PRICE ARRANGEMENT

To ensure we meet your needs effectively, we are moving towards a minimum of 45 minutes of direct support per appointment. After careful consideration, we have found that 30 minutes does not allow sufficient time to deliver the quality level of care our clients deserve.

For all direct and in-direct support related to the client’s therapy goals, the following price structure* is in place:

  • 90 minutes - $285.00

  • 60 minutes - $190.00

  • 45 minutes - $142.50

Each appointment will incur an additional 15-minute fee ($47.50) to cover some of the in-direct work that goes into your appointments. Including, session preparation, case notes, progress reviews, home exercise summaries, phone calls, and emails. This is necessary to ensure that I can continue to provide the highest quality of care and attention to each client.

*Prices are subject to change during this agreement to reflect changes to the recommended provider rates set by the NDIS Commission. Participants will be notified at least 4 weeks in advance of any change in pricing

Direct Supports: This refers to all appointments with the provider (via phone, telehealth, or face-to-face).

In-Direct Supports: This refers to:

  • Talking with the participant or their team via text message and email,

  • Time spent helping the participant with assistive technology (e.g. investigating technologies, organising trials, and writing reports),

  • Making resources that help the participant achieve their goals,

  • Time spent (e.g. phone, email, telehealth conference) collaborating with the participant’s therapy team (e.g. Support Coordinator, Doctors, Occupational Therapist, Physiotherapist, Teachers) that assists in delivering therapy and help the participant achieve their goals,

  • Completing mandatory reports required by our professional body Speech Pathology Australia, under our duty of care. For example, an initial assessment report, EPC report, or NDIS progress report.

  • Writing referrals or handover documents to other professionals to assist with further assessment and/or continuity of care.

Your therapist will endeavour to tell you about significant tasks, but may not inform you prior to the completion of every in-direct support. We assure you it's all part of delivering great care, and we’re always open to any questions you have about supports provided.

Provider Travel: Network Speech Pathology is proud to use a telehealth model of therapy providing services Australia-wide, however for some participants periodic face-to-face appointments can been arranged. In this case, for any mobile appointments a provider travel fee is added to the cost of consultation. This refers to the providers travel time to the arranged appointment location (e.g. the participants home, aged care facility, community centre, doctors’ surgery, or anywhere outside of the clinic). Travel fees may vary depending on traffic to the appointment. Google maps will be used to determine travel calculations.

The provider’s travel fees follow the current NDIS guidelines and will be charged per minute at the hourly rate of $190.00/hr dependant on the Modified Monash Model 2019 location (which can be found here: https://www.health.gov.au/resources/apps-and-tools/health-workforce-locator/app).

  • MMM 1-3 zone – max charge of 30mins travel time to/from

  • MMM 4-6 zone – max charge of 60mins travel time to/from

The provider’s current workplace is based in: Bangalow NSW 2479.

This fee includes travel to the appointment location, and if the appointment is the final mobile session for the day, the provider is also permitted to charge for the travel from the appointment as they return to their workplace. In order to minimise cost, we will try and ‘bundle’ our mobile appointment locations together, for example, if we have more than one appointment in a particular area, then this fee will be split between participants.

PAYMENT

The provider WILL..

  • Seek payment for their provision of supports after the client / client’s representative confirms satisfactory delivery.

  • Invoices will be sent in a timely manner and will include a bank account which the client/client’s representative can deposit the payment.

The CLIENT / CLIENT’S representative WILL..

  • Pay the invoice within 7 days.

  • (If the client is using a funding scheme): The client/client’s representative will immediately notify the provider if their funding scheme/plan is replaced by a new plan or the client stops accessing the funding scheme/plan all together.

Network Speech Pathology reserves the right to suspend services if there are outstanding payments. If this occurs, debt collection will be issued, and the client/client’s representative is responsible for arranging payment of any administration time chasing outstanding invoices as well as debt recovery fees.

CANCELLATIONS

  • If the client fails to attend a scheduled appointment, they will be charged the full appointment fee.

  • If the client needs to cancel a scheduled appointment, the client is required to give the provider 2 clear business days notice; and if this notice is not provided, the NDIS short notice cancellation policy will apply. This will mean that if we cannot fill the appointment space, then the full appointment fee is charged.

  • If the provider travelled to the client’s home, aged care facility and the client failed to attend the appointment, the travel fee will be added to the cancellation charge.

  • For any cancelled appointments where the client has requested the provider to repurpose the scheduled time, it is the client’s responsibility to advise their provider before the appointment what they would like completed during their allocated appointment time (e.g. phone calls, administrative tasks, resource making).

  • Should any of the above not be adhered to, or for clients who frequently cancel appointments, Network Speech Pathology reserves the right to withdraw services.

FEEDBACK & COMPLAINTS

  • If the client wishes to give the provider feedback, to end this Service Agreement, or to make a complaint, the client can talk to Brie Simons, Practice Principal on phone 0493 462 430, email info@networkspeechpathology.com, or by submitting an online feedback form (this can be completed anonymously if needed).

  • If the client is not satisfied or does not want to talk to this person, the client can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information. The client is also welcome to contact Speech Pathology Australia directly to discuss any issues.