(Question = Q, Answer = A)

Q:  When are all these changes happening? 

A:  The changes will become effective from 01/06/21.  Before 01/06/21 you will receive updated versions of a Fee List, Service Agreement and Consumer Handbook.  

Q:  What do I need to do?

Q:  What are the new prices? 

A:  You will receive an updated version of our Fee List before 01/06/21 specifying the new prices for all our services.  However, the headline is that the hourly fees are increasing from $190.00 to $193.99 per hour for Occupational Therapist services and $85.00 to $86.79 per hour for Allied Health Assistant services.  All prices derived from these hourly fees will be adjusted relative to these new prices. 

Q:  Why are your prices increasing? 

A:  Each year our costs go up, we necessarily need to increase our fees to account for this and ensure the sustainability of the business. 

Q:  What does ‘Our fees will track those stated by the NDIS Price Guide’ mean?

A:  Historically whenever there’s been an NDIS Price increase we’ve waited some time before adjusting our fees, and have then sent out updated Service Agreements specifically to update our prices and seek your confirmation for them.  In our Service Agreements from now on we will use the prices stated in the NDIS Price Guide for the services, but state that the prices will automatically change at the same time as the NDIS update their prices.  No updated Service Agreements will be issued when the NDIS update their prices meaning less administration for you and us.

Q:  Why reduce from 15 minute billable increments to 5 minutes?

A:  We have found that the 15 minute increments have caused confusion for both our clients and staff when accounting for our time / services from a billing perspective.  We’re tightening up this increment to provide a more accurate picture of the time we’re spending providing services.

Q:  Why will there not be a separate private rate for clients?

A:  As the business has grown we have found that managing two separate Fee structures has become untenable due to the complexity and therefore demand on our resources.  As a business we have to operate as efficiently as possible, part of which requires simplified and consistent processes.  We already use one consistent price for many of our services, this step is a natural progression of that strategy. Furthermore we have found that our Private rates have and can be abused, this has a huge impact on the business in many ways and is something we want to prevent in future.

Q:  I won’t be able to afford the new rate, what should I do?

A:  In the first instance please speak to your therapy team about how we can work within your budget.  We have increased our AHA Team’s capacity specifically to assist with this issue, so wherever appropriate we can provide an AHA program that will allow your budget to go further.  In the worst case scenario, where we are unable to provide services to your budget, we would regretfully have to discharge you.

Q:  What are Face-to-Face and Non-Face-to-Face activities?

A:  The explanations for these terms can be found in the NDIS Price Guide (www.ndis.gov.au/providers/price-guides-and-pricing).  Our activities for both of these terms will be within the scope defined by the NDIS Price Guide.  Our Face-to-Face activities will include the session format you have been receiving from us, our Non-Face-to-Face activities will include session preparation and Progress Notes, essentially things our staff do specifically for your child’s session. 

Q:  Our sessions have always been 60 minutes Face-to-Face, why will they now be 45 minutes Face-to-Face and 15 minutes Non-Face-to-Face?

A:  We acknowledge this is a significant change to the way we operate.  The session format of 45 minutes Face-to-Face and 15 minutes Non-Face-to-Face is considered industry best practice.  The 15 minutes of Non-Face-to-Face activity will account for our staff completing numerous activities specifically for the session with your child, including preparation for the session (gathering appropriate resources, setting up the clinic room etc) and completing their progress notes immediately for maximum efficiency.  Breaking the session into these sections will allow our staff to provide the highest quality of service possible.  We have also received feedback raising concerns about the transitions of clients in the clinic rooms, we’re confident this approach will address those issues.

Q:  We think our child needs 60 minutes of Face-to-Face activities, what now?

A:  Please speak to your therapist and discuss if 60 minutes of Face-to-Face time is recommended.  It may be possible to remain at 60 minutes but we still have to prepare for the session and complete progress notes (amongst other activities), therefore we would charge for 75 minutes (60 minutes Face-to-Face, 15 minutes Non-Face-to-Face) to account for this.   

Q:  Our sessions aren’t currently 60 minutes long, what now?

A:  In this case you have two options.  Either you keep the Face-to-Face time for the session the same and we will charge an extra 15 minutes for the Non-Face-to-Face activities, or you keep the session time the same but the Face-to-Face time will be reduced by a maximum of 15 minutes.

Q:  What does ‘Other Non-Face-to-Face activities allowable under the NDIS Price Guide will be chargeable’ mean?

A:  Our staff complete many Non-Face-to-Face activities specifically for your child, such as Individual Intervention Plans, End of Term Updates, Equipment Research, coordination with other providers (including schools).  These activities require our staff’s expertise and time, so wherever permissible under the NDIS Price Guide we will charge for the time it takes to complete these activities.

Q:  Didn’t I used to get all the other Non-Face-to-Face activities for free?

A:  In the past you may or may not have been charged for these activities.  Some inconsistent internal processes have allowed this to be the case.  We apologise for this and have taken steps to improve our processes.  

Q:  What if I don’t want to pay for Non-Face-to-Face activities?

A:  We will not complete Non-Face-to-Face activities without your consent / request.  Where the activity requires our staff’s expertise and time, and it’s permissible under the NDIS Price Guide, we will charge for the time it takes for the appropriately skilled person to complete said activity.  In situations of uncertainty we will contact you prior to completing an activity that will generate a charge.

Q:  Why are you changing from 24 hours to 48 hours notice for cancelling sessions?

A:  We have many existing and waiting clients who are prepared to attend a cancellation session at short notice.  We have received feedback that 48 hours notice would significantly increase their likelihood of being able to attend a session.  We’re trying to maximise the capacity of our staff and help as many families as we can.  The NDIS Price Guide (www.ndis.gov.au/providers/price-guides-and-pricing) specifies two clear days notice but we feel 48 hours is more practicable. 

Q:  Will I get the text message reminder 48 hours prior to the session?

A:  Correct.

Q:  But my child might become unwell after the 48 hours notice period, that seems unfair?

A:  In this case we still insist you notify us that you’re unable to attend the session, and we will still endeavour to fill your session from our cancellation lists.  We will only charge you if we are unable to fill your cancelled session with another client.

Q:  Isn’t that encouraging unwell children to attend sessions.

A:  Absolutely not.  We insist you do not attend sessions when you or your child are unwell.  If you / your child arrives unwell we will turn you away and may charge you a cancellation fee.  As above we will do everything we can to fill your cancelled session and will only charge you if we’re unable to do so.

Q:  Why are you reducing your term from 14 days to 7 days?

A:  As a small business cash flow is vital to our sustainability and late payments have a significant impact on our continued operation.  Whilst the majority of clients pay well within the 7 days anyway, those who forget will get a reminder sooner which allows us to collect outstanding fees earlier.  

Q:  Why are you making these changes now? 

A:  We haven’t updated our fees since 2019.  We didn’t believe it was appropriate to make these changes last year due to the uncertainty caused by COVID-19.  Now there’s a more positive outlook we’re confident the timing is both correct and essential. 

Q:  Are these changes allowed by the NDIS? 

A:  Yes, all of the changes are within the charging guidelines specified by the current NDIS Price Guide (www.ndis.gov.au/providers/price-guides-and-pricing).

Q:  I haven’t found an answer to my questions OR I want to provide Feedback / a Complaint? 

A:  We recognise these changes may be impactful for you and are happy to receive your feedback / complaints by return email, via phone to the Andy Woods (Director – 0457 285 816) or via our website (below), where they can also be anonymous.