Re-Purposing Policy (Formerly Cancellation Policy)

The Provider respects the existence of cancellation policies provided by funding providers such as the NDIS. Our internal re-purposing policy has been developed to ensure a diverse and consistent provision of services to our clients. It is the same policy for all clients funded in all manners and in alignment with all providers.

A re-purposed appointment is when a previously booked face-to-face appointment is changed on short notice to another form of support. This may be, but is not limited to:

• A zoom appointment
• A parent consult
• A report
• Home program report
• Sensory diet
• School strategies report
• Visual Schedule
• Other resources development for use at home/school

Our re-purposing policy is as follows:

Once any appointment for in-term or school holidays (except programs – refer to details below) is confirmed with the participant/client, both parties agree a service towards the client/participants goals is to be provided. This means:

• The agreed face to face appointment is preferred
• In a case where this is not achievable for the client, then the appointment will be re-purposed
• The participant/client agrees to pay for these services for the confirmed appointment times irrespective of service delivery style
• Where a client is not willing to agree to this, services will be ceased by the Provider
• Where the clinician is unexpectedly unavailable, the Provider agrees to:
  • Attempt to reschedule services to a time that team member is available
  • Reschedule your support to another qualified and available provider on the same day or another day
  • Transfer the appointment to a therapy assistant (only where appropriate)
  • Where none of the above is available, then the appointment will be cancelled at no charge to the participant
• The time is not changeable on the appointment time, and service must be delivered in the allocated appointment spot.
• The provider has absorbed their cancellation policy into the re-purposing policy, meaning cancellations only occur when the provider is unable to facilitate service provision. Other forms of cancellation are no longer acknowledged within the service, these appointments are to be re-purposed
• Where a client wishes to cancel appointments, this constitutes a cessation of services. The client may choose to re-engage; however, they will return to the waiting list to re-engage services. This includes if a client’s funding is exhausted, and they are not willing to engage to the committed appointments privately
• Appointments are confirmed on cycles of school term weeks or school holiday weeks. It is the responsibility of the participant to ensure:
  • They have the funding/financial stability to cover the agreed period of intervention
  • They are available for all agreed sessions before booking in
  • Have provided the clinician/s with repurposing requests/preferences
  • Where this is not provided, it will clinicians discretion to create something they believe will support your intervention and goal attainment
•  Where resources are developed, payment must be processed/received prior to distribution. Refusal to pay will cause the provider to terminate service provision.
• If you provide no notice and do not attend services or service provision is compromised by consistent re-purposing the SFFC holds the right to cease services.

Groups and Programs:

• Payment is required for the entirety of the group/program. For:
  • Private, the full fee is due at time of booking.
  • Self-Managed NDIS clients, a service agreement and full fee is due at the time of booking.
  • Agency Managed NDIS clients, a service agreement and service booking for the full fee is due at the time of booking.
  • Plan Managed NDIS clients, a service agreement must be signed at the time of booking, and a confirmation letter of adequate funds must be provided by your planner before the group/program commences.
• By confirming attendance in the group, you agree to pay the full fees for all scheduled appointments, whether you/your child attends the appointments.
• Where a client is not suitable for a program and their behaviour is deemed unsafe for themselves and/or others, or they are preventing progress of others, they will be asked to leave the group or attend the program through telehealth measures. A refund will not be provided in these cases unless:
  • Evidence of a SFFC therapist referral is provided to management and a letter from the client in writing. This remains at managements discretion.
• Make up sessions and re-purposing of appointments is not available. If you wish to receive the resources and activities missed, this may be possible – this depends on the group;
  • Telehealth can be made available for most groups or programs with 1 business days notice.
• Waiving of group fees is at managements discretion only, and will only be considered upon written submission by the client/participant for consideration.
• Any delays in payment, or concerns with claiming or payment from a third party may see the provider cease services with the client/participant immediately if concerns regarding the receival of moneys are pertinent;
  • Debt collection will be engaged for the cost of the entire program if required.
• If you provide no notice and do not attend services or service provision is compromised SFFC holds the right to cease services at full cost to the client.
• If these cancellation terms are not met, legal action will be pursued. Please plan your term and school holidays before booking and do not book appointments you cannot attend.

Screeners:

All screeners are non-refundable once paid for. Any rescheduling at no additional cost is at the company’s discretion. If the screener appointment is missed for any reason, the client will be required to re-book at an additional cost.

Assessments and Parent Consults:

Assessments and parent consults require a high level of preparation from both the administration team and clinical team. The following applies to booking an assessment with Spring Forward:

• Upon booking an assessment, a none-refundable deposit will be taken (cash for Private clients and Self-Managed NDIS clients, or a service agreement/booking for Agency and Plan Managed NDIS) for 50% of the assessment fee.
• If cancellation occurs with more than 2 full business days’ notice, then only the deposit amount will be charged.
  • If the client refuses to pay the difference, they will not be booked in for further services with Spring Forward Family Centre.
• Please notify us in writing if you would like to re-purpose your assessment for any reason, then follow up with a phone call.
• The waiving of any fees is at the discretion of Spring Forward management only.
• If last moment circumstances arise where the client unable to attend the appointment, the appointment can be re-purposed, where the fee is paid in advance:
  • This will not replace the assessment, or substitute the standardised testing, but will allow for service provision to be completed. This prevents the charge of a cancellation fee with no benefit to the client. You will still be required to re-book your assessment.
• If the client does not show for the assessment without notice or a reasonable circumstance, their assessment will not be re-booked.
• If a client re-purposes more than once, the assessment may not be re-booked. It will occur under management discretion only.
• Options when re-purposing an assessment. Please consider the following or raise an alternative use of the assessment time in any circumstance you are unable to attend. If no options are provided, the clinician will choose on your behalf. In a case where there is insufficient information available to select a repurpose option, the cancellation fee will be charged. Repurposing suggestions include:
  • Telehealth observations and parent/client interviews
  • Question and answers/parent consult over telehealth
  • Generation of possible relevant home programs, resources or further reading for the client (based on information provided)
  • General strategies report based on limited information provided
  • A combination of the above until the charged time is covered

Ceasing Services:

To end services with a singular Spring Forward Department, or terminate this service agreement, The Participant is required to provide 4 weeks notice in writing to the provider.