Welcome to The Communication Studio.

We both want the best outcomes possible for you. This page details how we work with you to get you the outcomes you deserve, and ensure we have a safe and sustainable workplace to ensure we can continue to support you, and others into the future.

Expectations of you (the client and representative)

You agree to:

·   Work with us to ensure your supports are appropriate to your needs

·   Treat us with courtesy and respect

·   Let us know if you have any questions or concerns about your supports

·   Let us know if you no longer want, or need our services

·   Let us know of changes to your contact details, circumstances and support networks

Expectations of us (The Communication Studio)

We agree to:

·   Treat you and your support networks with dignity, courtesy and respect

·   Provide the services agreed upon in your support plan

·   Communicate with you clearly, effectively and in a timely manner

·   Work with you, and your support network as essential partners in support planning

·   Listen to your feedback and rectify any problems promptly

·   Ensure your information is up to date

·   Store information securely and ensure your privacy is maintained

·   Provide invoices and statements of accounts when required

Communicating with Us

We communicate mainly through email (speech@fcstudio.com.au) and during your scheduled appointments.  

We will always contact you as soon as possible, however when you reach out, please allow 1 week to hear back from us. If your message is urgent, please clearly mark this in the subject line and we will do our best to accommodate your needs. Please note, we are not a crisis support or referral service. If your safety or the safety of others is at risk, contact emergency services on 000 (24 hours).  

We may also communicate with you for different reasons through secure message, 2 way text message from our clinic management software, our client portal, our website and our Facebook page.  All essential communications will be sent through email and/or SMS. 

Social Media: Our Facebook page is used to convey general information only. We will not discuss client information through Facebook, or Facebook messenger.

Phone Calls: In order to manage our workflow efficiently, we do not list an incoming phone number, however if you would like to speak with us in person, please let us know and we can arrange a call. We understand this may be unusual, and if you have any communication access needs which make email or text message difficult for you, please let us know. We will always do our best to accommodate your needs.

Text Messaging: When you begin services with us, you will receive a text message from our practice management software. You can reply to this text message at any time to get back in touch with us, however this number can not be called, nor can the number be given to anyone else. If you try to contact this number through audio-call, or from another phone number we will not receive your message.

Communication Access Needs: If you have particular communication access needs, please let us know. We will always do our best to accommodate your needs.

Reports

Reports will be provided on request. Please allow at least 4 weeks notice when requesting reports. We will always complete these as quickly as possible, however it may take up to 4 weeks for long reports, so please be prepared. To request a report that is not included in your existing support plan, you will need to complete our request report form.

The Communication Studio does not provide medicolegal reports. If you are a current client with us, and require a medicolegal report, we will support you as best we can to identify a suitable service to provide this.

Fees and Payments Policy

Services at The Communication Studio are $193.99 per hour. This fee is applicable for all aspects of your support, including appointment time and indirect supports such as report writing, resource development, review of external supports and communicating with you and your support team for the purpose of reaching your clinical goals. Travel fees may also apply for home and community based appointments.

You will always be informed of fees prior to a service being completed. For some indirect supports, such as report writing and resource development, an estimate of time required will be provided in advance.

Please note, prices at The Communication Studio are subject to annual review at the end of the financial year (30 June each year).

Invoices will be provided on the completion of services either to yourself, a representative or your plan manager (NDIS funded only).

All session fees are payable at the time of service. Private and/or self funded clients are required to provide credit card details into our secure online client portal for ease and secure payment processing. Your card will only be charged with your consent. 

Invoices are automatically emailed by our software the following day. All details for payment are contained in the email.

If your NDIS plan is plan managed and your plan manager requires a pdf to be attached to the invoice email (rather than as a link), this needs to be supplied manually by our team and will be forwarded as soon as possible. 

At times, mistakes happen. If you have any concerns about an invoice you have recieved, please be sure to let us know.

If you are experiencing financial hardship and are unable to pay your invoice in full, please contact us so we can discuss alternative payment arrangements.

Future appointments will not go ahead if you have outstanding invoices. Unless negotiated with us, invoices not settled within 28 days will be referred to our Debt Collection agency for recovery. You will be responsible for all fees associated with the Debt Collection.

Please note, The Communication Studio is not able to invoice the NDIA directly. If you have a current NDIA managed plan please contact us to discuss your options.

Where insufficient funds remain in a participants NDIS plan to enable a claim to be processed, the client or their representative will be responsible for payment of the outstanding amount.

Changing or Ending Services

You can request to change or end services with us at any time. Please discuss this with us first to ensure all documentation, reporting and invoices are finalised. In the event that this is not discussed with us, we will attempt to contact you three (3) times over a three-month period before closing your file. Please note, once you discontinue services with us, you will be required to go through the new client process again if you wish to re-engage our services.

Suspension of Services

 The Communication Studio may suspend services if:

~ Your account has outstanding invoices

~ You do not comply to their responsibilities listed earlier in this agreement and we feel we cannot provide you safe and effective care

~ We determine that the delivery of services poses a risk to the health, safety or wellbeing of you, your support team, or us.

~ We are directed to cease services by the NDIA or other government body

Privacy Policy

The Communication Studio needs to collect information about you/a person under your care for the primary purpose of providing quality treatment. In order to fully assess, diagnose and treat you/a person under your care, we need to collect some personal information from you. If you do not provide relevant personal or health information, in part or in full, to us it may result in an incomplete assessment, and/or development of an inappropriate therapy plan.

Your information will also be used for the administrative purposes of running the practice such as billing you. Information may be used within the clinic to ensure we provide you the best possible care and support.

We store information like:

~ Your name, address and phone number

~ Your support network

~ Details about why and how we are helping you

This helps us to support you, and to check the quality of our services. We use your information so we can work with you to design supports that suit you.

We only share your information if you agree, or if there is a situation that makes us for your protection. We only share your information:

~ With a trusted person you have agreed to

~ When we need to so you can be safe

~ With your permission to provide required information to NDIS or other government organisation.

When asked to share your information, you can say ‘No’ or opt out of sharing it.

We are responsible for keeping your information safe so only those you agree to can see it. Information at The Communication Studio is stored securely, and only our team have access to it. We take all reasonable steps to ensure that information collected about you/a person in your care is accurate, complete and up to date.

You have several rights with your information:

~ The right to see a copy of the information we hold about you.

~ The right to have inaccurate or incomplete information corrected by us.

~ The right to object to any information you think is inaccurate.

~ If you want to see your information, please ask us.

Photo, Video and Sound Recording Policy

No sessions may be recorded in any medium without prior consent from both the client and clinician. Any recordings taken with consent may only be used for the express purpose agreed upon and are not to be shared publicly.

Photos may be taken in sessions by your clinician to document necessary information for your care, or to make resources for you that are necessary for your care. 

At times, photos may be taken by your clinician to demonstrate activities to other people outside your care team. We will never use photos which could identify you, and will never be shared with your personal information. Allowing us to take photos to share activities and general information with others means more people can learn about, and how to help and understand communication difficulties. You have the right to say no to this. 

Cancellation Policy

Sessions cancelled with less than 48 hours notice will attract the full session fee if we are unable to fill your appointment time with other work. Wherever possible, this time will be used to provide indirect supports which will continue to benefit your progress. 

Please note, Medicare and Private Health Funds do not provide cover for cancelled sessions. In this instance, you will be required to pay for the full session fee privately. If you receive NDIS funding, late cancelled or non-attended appointments can be claimed from your NDIS Plan.

If late cancellations or non-attended appointments become a regular occurrence, we will speak with you about the suitability of our therapy plan and may make adjustments.

Court Orders

It is important we are aware of any relevant court orders (including parenting orders outlining parental communication rights). 

We understand this information may be sensitive. All information provided to us will be handled confidentially and in line with our privacy policy. If your file is subpoenaed by court, we are legally required to provide this.

Ethical Practice and Professional Responsibilities
The Communication Studio is committed to moral and ethical practice. Our clinicians are members of Speech Pathology Australia and adhere to the SPA Code of Ethics, as well as the Healthcare Complaints Commission General Code of Conduct.

SPA Code of Ethics.

HCC General Code of Conduct

If you have concerns regarding our practice, please raise this with us directly. If you are unsatisfied with our response, you can raise a complaint with Speech Pathology Australia or the Healthcare Complaints Commission

Quality assurance

The Communication Studio has a commitment to providing a quality service to all our clients. This includes regular review of our practice and processes, ongoing professional development and professional supervision.

We practice within the scope of our knowledge and experience. At times clients may have needs outside the scope of what we are able to offer. In these instances, we will refer clients to an alternative service who can better support these needs.

 
Voluntary Notification / Mandatory Reporting
We have strong values in supporting families without judgement. We will always do our best to support families to access a complete range of support services tailored to their individual circumstances. On rare occasions, we may be required (ethically and/or legally) to make a report to the relevant authority if we have significant concerns for the wellbeing of a person that cannot be resolved.

Child Safe Standards

 The Communication Studio is committed to child safety.

We want children to be safe, happy and empowered.

We support and respect all children, as well as our staff and volunteers.

We are committed to the safety, participation and empowerment of all children.

We have zero tolerance of child abuse, and all allegations and safety concerns will be treated very seriously and consistently with our robust policies and procedures.

We have legal and moral obligations to contact authorities when we are worried about a child’s safety, which we follow rigorously.

We are committed to preventing child abuse and identifying risks early, and removing and reducing these risks.

We are committed to regularly training and educating our staff on child abuse risks.

We are committed to the cultural safety of Aboriginal children, the cultural safety of children from culturally and/or linguistically diverse backgrounds, and to providing a safe environment for children with a disability.

Compliments and Complaints Policy

Have we done something well? Is there something we can do better?

Please let us know. We are always keen to improve our services. If we are not doing something well, we would love the change to do better. Please contact us to let us know at speech@fcstudio.com.au.

If you are unhappy with our response, you can contact Speech Pathology Australia (https://www.speechpathologyaustralia.org.au/) or the Healthcare Complaints Commission. (https://hcc.vic.gov.au/)