Receiving Referrals -
- Referrals will only be accepted if they are completed on our Referral Request e-template.
- We aim to acknowledge receipt of a referral within 2-3 business days.
- We reserve the right to decline a referral (this may be due to clinician skills, staff availability, or client location for example) and we will let you know why.
Booking in appointments -
- We understand clients (or your advocate) might like the convenience of making their own appointment - using our handy booking tool. This generates email & SMS notification to us both - including day, time, location etc. You don't need to create an account to do so. It will also send a handy reminder 24hrs prior. Nice one!
- If you would like to speak to a human to get more information or make a booking, please contact us. Because sometimes the auto-bots don't have all the answers ;)
Continence Assessments - We provide a "one-off" episode of care. In a nutshell, this means -
- we accept the referral
- we make a booking
- we provide a Service Agreement indicating our estimated charges. Usually this episode of care is quoted as 7hrs = 6hrs clinical work plus 1hr travel (as required / region dependent). complex work may require an additional appointment and extra 3hrs+ approx.
- we attend the home visit / telehealth / phone appointment
- we provide any related clinical follow up - sample ordering, advice, recommendations, product information, research & any other 'behind the scenes' work
- we provide a report outlining your continence issues (if this is required by the NDIA), how this relates to your daily life, any products you might to help manage your incontinence & estimate of costs for 12months
- we suggest a continence assessment is attended every 1 to 2 years, or sooner if your clinical needs change
- this concludes our intervention
- then we start the process again with another referral as required
- we don't have a call-back system, and we don't believe clients should be 'hounded' for repeat business (so we won't contact you 1 year later for example) and we don't have any ongoing 'claim' over any continence assessment clients (peoples wishes are respected to choose their own providers).
Catheter Care -
- We can provide a "one-off" episode of care - Catheter Assessment (indwelling or intermittent), product review, education as required and report. Usually 6hrs clinical work.
- We can provide "ongoing" services for Catheter changes - home visits (location dependent) for regular, scheduled male, female or SPC catheter changes, education & report as required. Individual fee schedule applies determined by visit frequency, duration & travel associated. Service Agreement provided.
Invoicing - We aim to invoice promptly after the service is delivered, and our terms are generally 7 business days. Invoices are sent from our software program.
Invoicing for Continence Assessments - We generally invoice in 2 stages:
(1) Within 1-2 days of the appointment to cover the visit & travel or phone call time; casenotes; follow up work & emails. After stage 1 payment is received, then further clinical work can occur (eg product research & report writing - if/as required for NDIS purposes).
(2) After the outcome report has been completed and sent to the client & other relevant professionals.
We reserve the right to withhold outcome reports until at least stage 1 payment is received.
Invoicing for Catheter Care - We generally invoice within 1-2 days of each appointment.
This would include face to face time; clinical review time (necessary to maintain AHPRA Nursing standards); care plan updates or changes; case notes; preparing & restocking sterile equipment; any follow up with other involved health care professionals; related travel time; charges for sterile consumable equipment used by our nurses (eg sterile catheter bundle, sterile gloves, lignocaine, syringes, fluids etc) which are invoiced at the cost we pay from our medical suppliers.