Overview
Team Responsible: All Team
- All decisions and planning around therapy revolve around our versatile ‘Iceberg Model’
- It’s imperative that clients understand that therapy, whether it is F2F or NF2F, is small part of a larger, multi-tiered care model that ensures clients and their families receive the utmost care.
- Both the clinician and the client/client representative have responsibilities that need to be fulfilled – these are mentioned in our welcome to therapy pack and in service agreements for our NDIS clients.
- Client feedback, goal setting and reviews enable us to keep each client’s iceberg in its optimal condition during the course of the therapy block.
2.1: Initial Intake: Individual Client
- Initial phone call (regarding SP/OT)
- Transporting details from email to onenote
- Initial reply phone call
- Confirmation Email
- Initial phone call (regarding AHAs)
- Managing wait lists
- A new client is booked in
📝 Team Responsible: Administration
What to do: All Clients
- Guide clients straight to the website to fill in an online booking form
- Name, return number, brief details of concern/requirements
- Who will be calling back- intake officer/senior clinician- able to discuss your requirements in further detail and ensure you are linked in to the correct supports
- Time frame for a call back provided (this changes as per our workload)
See intake procedure for further details
What to do: NDIS Specific
See intake procedure for further details
Extra helpful information/supporting documentation
Team Responsible: Administration
What to do: All Clients
- Details picked up by admin from our booking email
- All details documented in One Note Intake Notebook
- Client details implanted to correct intake pathway, depending
What to do: NDIS Specific
See intake procedure for further details
Extra helpful information/supporting documentation
Team Responsible: Intake Officer
What to do: All Clients
- About our clinic and what we can provide
- Your concerns
- Your goals
- Your rights and responsibilities
- Paperwork requirements
- Plan number
- Full Name
- How plan is managed
- Date of birth
- Your NDIS goals to assist with providing you with a high quality service tailored to your needs and requirements
- Paperwork requirements
- Case history (brief as this will be completed in initial assessment part 1)
- Funding arrangement
- Pricing
- Scheduling
- What to expect Use information from applicable booking information pages
- The initial session- case history and start of assessment
- 2nd session- formal assessment
- 3rd session run through of assessment results, planning of goals and service agreement
- Following intervention sessions
- Reporting
- Privacy and confidentiality
- Confirmation email
- Possibility of meet and greet
- Group home visit requirements
- Single service agreement signed and completed
- Group home visit requirements
- All details documented in initial intake form
- Form sent to booking confirmations
What to do: NDIS Specific
- Paperwork requirements
- Plan number
- Full Name
- How plan is managed
- Date of birth
- Your NDIS goals to assist with providing you with a high quality service tailored to your needs and requirements
Extra helpful information/supporting documentation
Team Responsible: Intake Officer
What to do: All Clients
- Sent out with required attachments automatically when the appointment (Assessment session 1) is booked in – generally automated in Cliniko but Intake Officer will also check to ensure sent
- File created for participant in Cliniko and all details attached in initial progress note
- Scheduling completed in Cliniko
Team Responsible: Administration
What to do: All Clients
- Attach any previous reports, NDIS plans or documentation sent through to Bookings@ or admin@ to client file in cliniko
- Alert the clinician via email that these documents have been received
Team Responsible: Administration
What to do: All Clients
Add all EOI from bookings email/reception enquiries to Allied Health Assistant
Alert AHA Clinic Manager to check the new EOI to determine if there are any availabilities – if so, Clinic Manager to liaise directly with client’s therapist (current clients) or contact client’s representative directly (new clients).
What to do: NDIS Specific
See intake procedure for further details
Extra helpful information/supporting documentation
Team Responsible: Intake Officer
What to do: All Clients
- Make mention of waiting for speech and OT webpage
- Waiting for speech: https://hdspeechtherapy.com.au/waiting-for-speech/
- Waiting for OT: https://hdspeechtherapy.com.au/waiting-for-ot/
Team Responsible: Clinicians
What to do: All Clients
- You will get an email alert (sometimes multiple) from Cliniko when a new client is booked in
- Read through the treatment notes
- CHECK
- Where the session is being held
- Check if it’s a telehealth assessment – this is a specific appointment type
- If a telehealth assessment read telehealth assessment section below for specifics
- Pricing and times are correct
- If forms have been completed
- If forms NOT received by day before, call or email to follow-up
- Allergies
- Custody arrangements
- Plan for the first assessment session- what materials will you need
- Do you need to meet with your supervisor prior to the session?
- Where the session is being held
- CHECK
- Place client details onto your CLIENT LIST as per policy
What to do: NDIS Specific
- How they are managed and update Cliniko reoccurring notes with info:
- NDIS #
- NDIS PLAN DATES if available
- How they are managed
- If PM – details
- Set up a service agreement
Extra helpful information/supporting documentation
2.2: Initial Intake: Groups
Click on tab/s for more information
Team Responsible: Clinicians
What to do: All Clients
INTERNAL CLIENTS
- If you have a client who is interested/would be suitable for a group, add to the relevant Expressions of Interest page. Add all necessary information.
- They are added to the EOI GROUP appt type on Cliniko which sends them an automatic email containing a group waiver.
- The group waiver is signed and once returned to HDST, the client is booked into the group.
- The client is then sent a confirmation email to confirm their spot in the group.
NEW CLIENTS
- All new clients must have a screener completed before joining a group.
- Otherwise procedure is same as above.
Speak to booking TL if any queries
What to do: NDIS Specific
The client also needs to sign a SERVICE AMENDMENT or SINGLE SERVICE AGREEMENT
Extra helpful information/supporting documentation
Team Responsible: Bookings TL
What to do: All Clients
Follow booking group therapy procedure
What to do: NDIS Specific
Follow booking group therapy procedure
Extra helpful information/supporting documentation
2.2: Meet and Greet Session
Click on tab/s for more information
Team Responsible: Clinicians
What to do: All Clients
INTERNAL CLIENTS
- If you have a client who is interested/would be suitable for a group, add to the relevant Expressions of Interest page. Add all necessary information.
- They are added to the EOI GROUP appt type on Cliniko which sends them an automatic email containing a group waiver.
- The group waiver is signed and once returned to HDST, the client is booked into the group.
- The client is then sent a confirmation email to confirm their spot in the group.
NEW CLIENTS
- All new clients must have a screener completed before joining a group.
- Otherwise procedure is same as above.
Speak to booking TL if any queries
What to do: NDIS Specific
The client also needs to sign a SERVICE AMENDMENT or SINGLE SERVICE AGREEMENT
Extra helpful information/supporting documentation
Team Responsible: Bookings TL
What to do: All Clients
Follow booking group therapy procedure
What to do: NDIS Specific
Follow booking group therapy procedure
Extra helpful information/supporting documentation
Updates Log
- March 2024 – reviewed as part of annual check and uploaded to website RMS
- January and February 2024 – reviewed as part of annual check AA CC
- March 2023 – reviewed as part of annual check AA
- *Copy of working doc up to Nov 2021 saved into induction folder for new staff Feb 2022.
- November 2021 (AA and RMS – working on report templates)
- July 2021 (AA and RMS- complete audit and addition of all client care)
- November 2020 (new policy regarding Assessment process added) AA
- Sept 2020- RMS added the information to the P&P TEAMS document
- August 2019 AA took out old note links that no longer apply