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1. CODE OF CONDUCT
1.1 Purpose

The purpose of this procedure is to outline the standard of personal and professional conduct expected of Dr Kristen Lovric and third parties. It defines the standards of ethical personal and professional conduct.

 

1.2 Policy
All are expected to:

• Ensure that their work is carried out efficiently, economically and effectively and that the standard of work reflects positively on Kristen Lovric

• Ensure that at all times, work and conduct is in adherence with all internal policies

• Respect all persons by being courteous, sensitive and considerate of others

• Uphold the professional image of the workplace

• Ensure clothing and appearance is neat and tidy at all times

• Report any violations of law, ethical principles and policies promptly where they apply

• Observe the highest standards of honesty and integrity

Conflicts of Interest:
A conflict of interest exists when there is a conflict between the personal interests of an individual and their responsibility to another, or where the professional judgment of the individual may be influenced or perceived to be influenced by their own interests. Dr Kristen Lovric can be expected to act with integrity and not seek to gain unfair advantage for themselves or other individuals.

Confidentiality:
Dr Kristen Lovric will ensure that unapproved persons cannot access confidential and sensitive data and documents. Electronic device screens will be locked or turned off and paper documents stored in locked cabinets when unattended. Dr Kristen Lovirc will not disclose business-related information to any person (within or outside the business), or institution unless that party is approved to receive such information, nor shall she use such information for any purpose other than for the purpose of the services provided.

Drugs, Alcohol and Smoking:
Dr Kristen Lovric, clients and all other visitors to the consulting suite are asked to fully comply with her substance use Policy.

1.3 Procedure
Breaches of the Code of Conduct:
Dr Kristen Lovric addresses each possible breach of this code by any person as soon as she becomes aware of it. The facts and circumstances of each case must be considered when deciding on appropriate actions to take. Any breach of this Code of Conduct by anyone can result in action by Dr Kristen Lovric that could include, among other actions, the following: removal from the premises.

2 ALCOHOL, SMOKING & CONTROLLED SUBTANCES

 

2.1 Purpose
Dr Kristen Lovric is committed to providing a safe, healthy and productive work environment in addition to maintaining a positive and professional profile with our clients, referrers and other members of the public.

2.2 Definitions
Drugs include substances or medications which alter normal brain function including psychoactive effects such as altered consciousness, mood or emotions and / or impaired judgment, concentration and / or co-ordination. Alcohol includes a beverage that contains ethyl alcohol, such as beer, wine or spirits that are capable of causing intoxication and other psychoactive effects such as altered consciousness, mood or emotions and / or impaired judgment, concentration and / or co-ordination. Medication describes both prescription medication (as prescribed by a medical practitioner) and non-prescription medication, meaning medication that can be lawfully purchased over the counter. Illicit drugs are drugs whose use, sale and possession are illegal. This includes many drugs legally produced but not prescribed by the treating medical practitioner as well as those illegally produced and sold outside medical channels. Intoxication describes someone affected, with diminished physical or mental control, by means of alcohol or drugs. This includes a diminished ability to work safely, competently and professionally. A person who is intoxicated is likely to act in a way that is uncharacteristic when not under the influence of drugs or alcohol.

2.3 Policy
Dr Kristen Lovric has zero tolerance for the consumption or possession of illegal drugs at the consultation suite or during a telehealth appointment.

Smoking: 
The consultation suite is a smoke-free environment.

2.4 Procedure

Breaches of this policy:
Where a person is suspected of non-compliance they may be required to leave the area immediately.
 
3 OCCUPATIONAL HALTH AND SAFTEY

3.1 Purpose
The purpose of this policy is to protect the health, safety and welfare of Dr Kristen Lovric and other people in the consultation suite.

3.2 Definitions
OH&S refers to occupational health and safety of staff and visitors, as covered by the regulations of your country and local laws.

3.3 Policy
Dr Kristen Lovric acknowledges that health and safety is an integral part of every activity in the practice. As such, Dr Kristen Lovric maintains current knowledge of the obligations under relevant legislation and understands that non-compliance with these legal requirements can result in being prosecuted and / or fined.

3.4 Procedure
Information relating to OH&S issues will be conveyed to all. Dr Kristen Lovric acknowledges a duty of care to safeguard the health of all, which covers psychological as well as physical health. The practice provides a working environment in which all contractors, clients and visitors are not subject to unlawful discrimination, sexual harassment, violence or bullying. To support the safety, health and wellbeing of all, practice policies and procedures cover the following areas:

• The practice maintains injury insurance as required by law

• The practice keeps a register of injuries so that injuries and illnesses can be tracked

• The workplace is maintained in a safe condition, such as ensuring fire exits are not blocked, emergency equipment is serviceable, emergency equipment and exits are clearly marked, and the workplace is generally tidy

• All are provided with adequate facilities, such as clean toilets and hygienic eating areas

• A safe physical work environment is maintained, to support the health and wellbeing of contractors, clients and visitors, including ensuring a smoke-free environment

• Emergency exits and equipment have clear signage and are unobstructed (Note. Mika House's responsibility) 

• A first-aid kit should be avalible on site

4 RISK ASSESSMENT AND MANAGMENT

4.1 Purpose
The purpose this policy is to:

• Identify all strategic risks using a risk management process

• Ensure risk management becomes part of day-to-day management

• Co-ordinate the undertaking of regular formal risk assessments and reviews with employees involved

• Regularly monitor and document risk profile and implement a continuous improvement approach to risk management

4.2 Policy
The practice regularly monitors, identifies and reports near misses and mistakes that may cause client, contractors or visitors harm. Dr Kristen Lovric is appointed with primary responsibility for risk management systems. A documented system is in place for dealing with near misses and mistakes. Any improvements implemented to prevent identified slips, lapses and mistakes or potential risks are documented.

4.3 Procedure
Dr Kristen Lovric uses an Adverse Outcome Report to report any slips, lapses or near misses in client care that might result in harm. The practice indemnity insurance is contacted for events that might give rise to a claim.

5 INCIDENTS INJURY AND ADVERSE EVENTS

5.1 Purpose
The purpose of this policy is to maintain appropriate reporting and response in regard to risk assessment and / or incidents in the workplace.

5.2 Policy
Dr Kristen Lovric encourages the identification, analysis and prevention of errors, failure or inadequate systems that can potentially be a risk to contractors and clients. The practice has a “no blame” culture to assist with risk management strategies Incidents that should be reported (regardless of whether harm has occurred) include a slip or fall, adverse client outcome, any deviations from standard clinical practice or accidents or incidents may involve the following:

• Contractors (employed directly by this practice)

• Others (clients, visitors, contractors)

• Actual and potential risks are identified and actions are taken to increase safety and improve quality care. The can of individuals involved is maintained.

5.3 Procedure
Reporting:
Contractors, clients and visitors report any slips, lapses or near misses that might result in harm. The indemnity insurer is contacted for events that might give rise to a claim. Completed “Adverse Outcome Reports” are:

• Completed as soon as possible after the incident occurs, preferably within 24 hours

• Unloaded to client/ third party profiles 

• Any additional medical and or other certificates, reports or pathology, related to the accident / incident are submitted as soon as possible, all documents submitted with the report are originals.

For any injury occurring in the practice or course of work, Dr Kristen Lovric's reporting protocols must be followed. It is a requirement to report all injuries sustained in the workplace.

Risk assessment:
Dr Kristen Lovric conducts a thorough review of all hazards relevant to cause(s) of any injury, with a view to identifying appropriate controls.

Risk control:
Involves identifying and implementing all practicable strategies to reduce subsequent similar events or eliminate / reduce the causes(s) of injury or incident. Informing relevant employees about changes and why they have been implemented (usually at a staff meeting) to reduce the likelihood of recurrences. Retaining any documentation or evidence of the implementation of improvements. Conducting subsequent review / s to ascertain whether the implementation of improvements was successful.

Documentation:
Retain documentation of the investigation process and any agreed actions implemented to reduce the recurrence of the incident, and to log trends

6 WORKPLACE VIOLENCE

6.1 Purpose
The purpose of this policy is to provide a safe, violence-free working environment for Dr Kristen Lovric, clients and visitors.

6.2 Policy
It is the responsibility of Dr Kristen Lovric and all others to maintain a workplace that is free from threats and violence. Everyone in the consulting suite deserve to be treated with courtesy and respect. Dr Kristen Lovric will not tolerate any violence in the workplace, this includes violence committed by or against her.

6.3 Procedure
The list of actions, while not exhaustive, provides examples of conduct that is prohibited: 

• Causing physical injury to another person

• Making threatening remarks

• Acting out in an aggressive or hostile manner that creates a reasonable fear of injury to another person, or subjects another individual to emotional distress 

• Intentionally damaging practice property, or the property of another 

• Possessing a weapon while in the practice facility or grounds

• Committing acts motivated by, or related to, sexual harassment or domestic violence

• Reporting Procedures - Non-Urgent

Any potentially dangerous situations must be reported immediately to Dr Kristen Lovric.

Risk Reduction Measures:
Dr Kristen Lovric can be expected to exercise good judgment if anyone exhibits activity which could lead to a potentially dangerous situation. Such actions include, but are not limited to, the following:

• Discussing dangerous weapons and / or bringing such weapons into the workplace 

• Displaying overt signs of extreme stress, resentment, hostility, or anger

• Making threatening remarks

• Exhibiting sudden or significant deterioration of performance

• Displaying irrational or inappropriate behavior

• Urgent Dangerous Situations

If someone can be safely notified of the need for urgent assistance without endangering the safety of the others, such notice will be given. To do so, a duress alarm may be activated immediately. 

Enforcement:
Threats, threatening conduct, or any other acts of aggression or violence in the workplace will not be tolerated. People engaged in violent acts on Dr Kristen Lovrics premises will be reported to the proper authorities and fully prosecuted.

Resource: Adverse Outcome Report.pdf

7 TELEPHONE COMMUNICATION

7.1 Purpose
The purpose of this policy is to facilitate optimal telephone communication with clients and others interacting with the practice. 

7.2 Policy
Telephone calls are often the method for initial and subsequent communication with contractors and clients. As such, the telephone is acknowledged as a vital tool for communication.

7.3 Procedure
Dr Kristen Lovric is mindful of confidentiality and respect clients’ right to privacy. Client names are not openly stated over the telephone within earshot of other clients or visitors. A log is used to record all significant and important telephone conversations, in the client’s file if required. The practice will be responsible for the cost of the call and associated with the platform used to conduct telehealth services.

 

8 TELEHEALTH AND EXPERIENCE

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8.1 Purpose

The purpose of this policy is to facilitate Telehealth appointments via videoconferencing with clients and to ensure a pleasant, relaxed and comfortable experience for the client during Telehealth appointments.

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8.2 Policy

During treatment telehealth services may be provided, for which additional consent is sought. Telehealth should be used as a tool by practitioners when factors prevent traditional healthcare from taking place, or when Telehealth is preferred by the client.

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8.3 Procedure

Dr Kristen Lovric is mindful of confidentiality and respect clients’ right to privacy. Clients are responsible for the costs associated with setting up the technology needed so you can access telehealth services. The practice will be responsible for the cost of the platform used to conduct telehealth services. To access telehealth consultations clients will need access to a quiet, private space; and the appropriate device, i.e. smartphone, laptop, iPad, computer, with a camera, microphone and speakers; and a reliable internet connection. Please no smoking or vaping. The privacy of any form of communication via the internet is potentially vulnerable and limited by the security of the technology used. To support the security of your personal information this practice uses Power Diary which is compliant with the international standards for online security and encryption. A telehealth consultation may be subject to limitations such as an unstable network connection which may affect the quality of the session provided. In addition, there may be some services for which telehealth is not appropriate or effective but which will be considered and may be discussed as necessary.

 

Prior to the session:

At the time of booking the appointment, the client will be informed that the appointment will be via Telehealth. Clients must have a current consent form on file prior to the Telehealth session commencing. Dr Kristen Lovric is required to ensure the client has been sent a Telehealth link with relevant instructions on how to connect to the session, including troubleshooting and equipment has been checked, has enough battery and their internet connection is strong and secure.

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During the session:

Dr Kristen Lovric is required to commence the session with an introduction and provide the client with an overview of how the session will run, reduce distractions and stupor the client in maintaining comfort. If the client has not completed the consent form prior to the appointment, the clinician may gain verbal consent for the session to proceed. Telehealth sessions must be conducted in a private area with a closed door, in an area that is clean, clutter-free and without visible private health information

 

9 TECHNOLOGY PROBLEMS

 

9.1 Purpose

The purpose of this policy is to facilitate a seamless experience for clients. Dr Kristen Lovric must ensure that where technology issues arise, that the situation is handled efficiently, professionally and with the client’s confidentiality in mind.

 

9.2 Policy

Where technology issues affect the quality of the session, and they cannot be resolved, the session should be ended and alternate arrangements put in place for the session. Client confidentiality is of the utmost importance, and should be considered when troubleshooting technology issues.

 

9.3 Procedure

Troubleshooting General Telehealth Issues please refer to the troubleshooting information provided.

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Client phone issue:

•            The client will be advised that the audio is not clear and asked if there is somewhere they could relocate to, in order to continue the call with better phone or internet reception

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Videoconferencing:

•            If the video gets disconnected, try to reconnect to the session

•            If the client cannot reconnect to the video session, or if the video quality is poor and affecting the consultation, the session can be changed to a phone consult if practicable

 

10 Recording

 

10. 1 Purpose

The purpose of this policy is to ensure the privacy of the client and practitioner is maintained, and that standards for the recording of sessions have been set.

 

10.2 Policy

In general, Dr Kristen Lovric does not record Telehealth video consultations and does not permit clients to make their own separate recording of a Telehealth whether audio or video consultation.

Where it is clinically relevant to record a Telehealth session, express consent - both written and verbal, should be gained in advance of starting a recording of a session.

 

10.3 Procedure

Session to be recorded by Dr Kristen Lovric:

•            Provide the client with information about how the recording would be managed, stored and accessed

•            Gain written consent prior to the session from the client and store this consent on the client’s profile

•            Gain verbal consent at commencement of the session from the client

•            Store recordings securely in the client’s Power Diary profile in accordance with usual requirements for retaining health records

 

11 RESPONDING TO CLIENT REQUESTS

 

11.1 Purpose

The purpose of this policy is to set expectations for responding expediently, effectively and with a caring attitude to client requests.

 

1.2 Policy

When a client, or prospective client, takes the time to contact the practice, Dr Kristen Lovric understands that the client is looking for some type of assistance. Generally, clients are seeking initial information, additional information, making or changing an appointment, or seeking the resolution of a problem. Dr Kristen Lovric will respond to clients in a timely manner.

 

11.3 Procedure

In cases where contact is required, the following apply:

It is expected that Dr Kristen Lovric contacts the client ideally on the same day or within 3 working days, leave excluded.

 

12 CLIENT RIGHTS

 

12.1 Purpose

The purpose of this policy is to protect and respect the rights and needs of all clients.

 

12.2 Policy

No client is refused access to treatment on the basis of gender, race, disability, age, religion, ethnicity, beliefs or sexual preference. Provisions are implemented to ensure clients with a disability can access services. Dr Kristen Lovric identifies important / significant cultural groups within the practice. The practice strives to continue to develop strategies required to meet their needs. Respectful care is provided at all times, and care is mindful of clients’ personal dignity.

 

12.3 Procedure

Right to Privacy:

Visual and auditory privacy for clients is provided in the waiting room and treatment rooms. Clients privacy and confidentiality is assured in relation to their:

•            Consultations

•            Health records

•            Appointments

•            Telephone calls

•            Computer information 

 

Right to Refuse Treatment:

Clients have the right to refuse any treatment, advice or procedure - all details are documented in the client’s file. Dr Kristen Lovric will discuss all aspects of treatment and will offer alternative approaches or discharge should a client wish to seek another opinion. If the treatment refused is of a serious nature, the client will be referred to a third party.

 

Right to Complain:

Dr Kristen Lovric acknowledges a client’s right to complain. Mechanisms are provided to ensure that this feedback at the end of sessions where feasible, in addition to positive comments and suggestions, is freely received and implemented where possible. More information can be found in the Feedback Policy of this section.

 

Right to be Financially Informed:

Clients are provided with sufficient information about the purpose, importance, benefits, risks and possible costs associated with proposed investigations, referrals or treatments to enable clients to make informed decisions about their health.

 

Right to Culturally Appropriate Care:

The practice has identified the main cultural groups in the practice and strives to provide culturally appropriate written and verbal health information. Culturally appropriate care can include:

•           Role of family

•            Cultural beliefs that impact on health / nutrition

Dr Kristen Lovric will not give treatments that are illegal in the country in which they are practicing.

 

Right to Clear Communication:

Clients who do not speak or read English, or who are more proficient in another language, or who have special communication needs are offered the choice of using the assistance of a language service to communicate. Dr Kristen Lovric has awareness of how to access and use services or technology to achieve effective communication with clients.

 

13 FEEDBACK

 

13.1 Purpose

The purpose of this policy is to ensure that all client feedback is considered and actioned appropriately.

 

13.2 Policy

Client feedback helps to measure whether services are meeting client needs and expectations. Dr Krsiten Lovric’s philosophy is that while praise is always welcome, constructive criticism is truly useful. Where possible, clients and others are encouraged to raise any concerns directly with Dr Kristen Lovric, who is trained to make sure clients feel confident that any feedback made at the practice will be handled appropriately. Often, feedback can be responded to and resolved at the time the client or other person makes their perspective known.

 

13.3 Procedure

Clients and others have opportunities to register feedback either verbally or via email. Depending on the nature of the feedback and if necessary, advice received from the practice’s insurance company, feedback is recorded and actioned, with a copy placed in the client’s record if related to care. If a complaint cannot be resolved, Dr Kristen Lovric is able to advise the client on who they can contact to escalate the issue. This can include the practitioner’s governing body or registration body.

 

14 PROFESSIONAL BOUNDARIES

 

14.1 Purpose

The purpose of this policy is to provide guidance for appropriate actions to maintain professional relationships between Dr Kristen Lovric, clients and all others.

 

14.2 Definitions

Professional boundaries are the limits to the relationship of an employee and a person in their care which allow for a safe, therapeutic connection between a practitioner and client (and their nominated family, carers and friends), protecting both practitioner and the client / family. Boundaries are the lines that separate the professional from non-professional relationships. Power imbalance is the difference in power relations between a practitioner and the clients in the practice. This can be due to the vulnerability of the person, the sensitive information employees have access to, or the role of the practitioner in providing or giving access to the care the client needs. Therapeutic relationship is the relationship between practitioners, and the client that promotes the client’s safety, wellbeing, independence, and resilience, and promotes their interests above those of the practitioner.

 

14.3 Policy

Dr Kristen Lovric sets and maintains a high standard of professional conduct, is responsible for maintaining professional boundaries in their day-to-day work with clients and families. Dr Kristen Lovric strives to create a safe and supportive environment for all clients, their families or carers who access services. In the process of providing client care, the practice acknowledges the value and importance of practitioners building rapport and appropriate professional relationships with the client / family. Allied healthcare workers have a duty of care to treat clients with respect and provide client-focused support that meets their needs without judgment or bias. Dr Kristen Lovric is aware that they play a role to support the client with their healthcare needs, while understanding that professional boundaries require the recognition of potential conflicts, risks and complexities of providing care to clients. This can occur for example in clients who have had lengthy, or frequent episodes of care.

 

14.4 Procedure

Dr Kristen Lovric informs the clients about their roles, and what can be expected in the professional relationship to avoid misunderstandings.

Boundaries:

•            Dr Kristen Lovric will never give formal advice that is outside of their training and expertise

•            Requests by clients for Dr Kristen Lovric to visit at home outside of scheduled appointments or for non-work related reasons will be declined

•            Social relationships between Dr Kristen Lovric, clients and their family members are generally considered to be inappropriate - this includes friendship, social engagements, contact via social networking sites or other electronic means, or entering any other relationships apart from a professional one

 

Request and Disclosure of Information:

•            Dr Kristen Lovric will avoid requesting information that is not necessary for the purposes of providing care

•            Dr Kristen Lovric shall not disclose any unnecessary personal information relating to themselves or others

 

Accepting and Giving of Gifts:

Gifts should not be exchanged between Dr Kristen Lovric and clients, however, it is understood that in certain situations, cultures or contexts, the refusal of gifts could appear as offensive and may damage the established working relationship. In these cases, gifts may be accepted noting that the gift is not high in cost or value, not conditional upon any action or services being rendered, and nothing is expected in return. 

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15 ACCESS & PARKING

 

15.1 Purpose

The purpose of this policy is to ensure access to the practice for all clients, including those who have physical disabilities or other special needs.

 

15.2 Policy

Dr Kristen Lovric acknowledges that access to the practice is important to clients. Where possible, wheelchair access, suitable parking and pictorial signage is provided to assist clients with a physical or intellectual disability. Where physical access is limited to the practice and its facilities, or where physically attending the practice could result in an adverse outcome for the client, the practice provides telehealth. Car parking facilities are available within a reasonable distance of the practice for clients and visitors. There are designated spots for disabled drivers where required by law.

 

15.3 Procedure

The practice provides physical access to clients, and visitors via the main entrance. Doorways and walkways are kept free of clutter to ensure a clear pathway for all persons and in an emergency.

 

Prominent signs at the front of the site / on the door:

•            Allow the public to easily locate the practice and parking facilities from the street

•            Display the practice name

 

Access for clients with disabilities:

•            Wheelchair access is provided to toilets and consulting rooms

•            Designated disabled parking is provided in close proximity to the entrance

 

16 INTAKE AND APPOINTMENT SETTING PRINCIPLES

 

16.1 Purpose

The purpose of this policy is to ensure excellent customer service in the scheduling of appointments.

 

16.2 Policy

Dr Kristen Lovric accepts new client referrals where the concern is within their scope of practice and while the practice books are open. The practice’s client scheduling system is flexible enough to accommodate clients with urgent, non-urgent, complex and planned chronic care, and preventative needs. The practice makes an effort to accommodate clients with urgent matters even when fully booked. The length of consultation is 50-minutes. Information is provided in advance including via the website about the cost of care and the potential for out-of-pocket expenses.

 

16.3 Procedure

Dr Kristen Lovric has specific times allocated to their consulting sessions with documented needs for interval times. One appointment is required for each client requesting to be seen. If clients are unable to obtain an appointment with Dr Kristen Lovric, they are advised of the availability of other practitioners at this time (where appropriate).

 

Emergency and Priority Cases:

If a client is in crisis, they are encouraged to call an emergency line or visit their nearest emergency department. If the appointment request is appropriate for the practitioner to handle, and the request can be accommodated the client will be contacted and the appointment booked into the calendar. If the request cannot be accommodated clients will be placed on a cancellation list and advised of the alternate services (where applicable), while still offered the next available appointment.

 

17 BOOKING APPOINTMENTS

 

17.1 Purpose

The purpose of this policy is to ensure all appointments are booked consistently, and that clients are booked with the correct number of appointments in an appropriate timespan.

 

17.2 Policy

•            The Administration team, primarily Dr Kristen Lovric is responsible for managing appointments

•            Ongoing clients may book appointments online using the Power Diary Client Portal

•            Where possible, clients will be offered a consistent appointment day, time and frequency (i.e., bi-weekly appointments on Monday at 1pm)

•            Clients will be offered to book appointments in advance to ensure consistency in care

•            Clients will be aware of the session cost and have agreed to the cancellation policy

 

17.3 Procedure

 

Prospective clients:

When a referral from an allied health professional or self-referral is received Dr Kristen Lovric may assist clients whose concerns are within Dr Kristen Lovric's scope of practice to schedule an initial session either via telephone, email and/or SMS. Dr Kristen Lovric will discharge prospective clients whom she has not been able to confirm an initial appointment or otherwise make contact within approximately two weeks of referral receipt. 

 

New Client Bookings:

When booking appointments for new clients, all client profiles maintained in Power Diary must have the following details:

•            Full Name

•            Phone Number (mobile preferred)

•            Date of Birth

•            Email Address

Depending on the client type, entering additional information may also be required. Upon booking the initial appointment, the client will be emailed.

 

Existing Client Bookings:

When booking an appointment for an existing client, they should be booked into a regular appointment time and day for the term / year / duration of their service agreement / duration of their referral.

 

18 APPOINTMENT REMINDERS

 

18.1 Purpose

The purpose of this policy is to reduce the impact of no-shows and late cancellations, by ensuring that clients receive appointment reminders to confirm attendance.

 

18.2 Policy

Appointment reminders are automated for consistency and convenience.

 

18.3 Procedure

Appointment reminders are sent automatically through Power Diary, via email or SMS, approximately one week prior to each appointment.

 

19 MAKE-UP APPOINTMENTS AND RESCHEDULING

 

19.1 Purpose

The purpose of this policy is to set a standard approach to the management of make-up appointments and rescheduling.

 

19.2 Policy

Dr Kristen Lovric does not permit make-up appointments. Clients who request to reschedule their appointment may be required to pay a cancellation fee, if applicable.

 

19.3 Procedure

Rescheduling appointments:

Where an appointment is to be rescheduled, Dr Kristen Lovric will book a new appointment on the new date and time or the client can cancel and book a new appointment more than 4 day prior via the client portal, noting this feature is available to ongoing clients only.

 

20 EMERGENCY AND PRIORITY CASES

 

20.1 Purpose

The purpose of this policy is to set a standard approach to managing emergency and priority cases.

 

20.2 Definitions

Emergency is defined as a case where someone is in crisis / acute pain / acute risk. Priority Case is defined as someone who is at risk of physical / mental decline and requires consistent/ immediate therapy.

 

20.3 Policy

Dr Kristen Lovric will make the decision of whether a client request constitutes an emergency or priority case. Where possible, Emergency and Priority cases should be offered appointments within 24 hours of the request.

 

20.4 Procedure

Receiving an Emergency / Priority Appointment Request:

Upon receipt of an emergency / priority request, if the client is in crisis, they will be encouraged to call an emergency line or visit their nearest emergency department. If the appointment request is appropriate for the clinician to handle, and can be accommodated, the client will be contacted to book the appointment into the calendar. If the request cannot be accommodated, alternative services / options will be provided for the client, upon advise that there is no availability for an urgent appointment, and they will be placed on a cancellation list as well as offered the next available appointment and process accordingly.

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21 WAITLIST MANAGEMENT

 

21.1 Purpose

The purpose of this policy is to ensure a fair, professional and efficient approach is taken when there is no availability for new clients, and where the appointment preference requests of existing clients cannot be accommodated.

 

21.2 Policy

The Power Diary Waitlist List may be used for clients seeking earlier appointments.

 

21.3 Procedure

Existing Clients - Power Diary Waitlist:

Existing clients who request to be contacted when an earlier or more preferred appointment opens up must be placed on the Power Diary Waitlist (People > Waitlist). When an appointment becomes available, administration and primarily Dr Kristen Lovric must review the Waitlist and SMS clients whose preferences meet the available spot.

 

New Clients - Waiting to access the service:

When the practice’s books are closed, prospective clients requesting an initial appointment should be advised that the practice is not currently accepting new clients, but that administration may contact them if a new spot becomes available. If they agree, a new client profile may be created in Power Diary and set their Status to ‘New Client Waiting’. The client will then be contacted if a new client spot becomes available.

 

22 MAIL

 

22.1 Purpose

The purpose of this policy is to ensure that inbound and outbound mail is handled efficiently.

 

22.2 Policy

All inbound and outbound mail should be handled promptly and with respect to client privacy.

 

22.3 Procedure

Inbound Mail:

Mail is collected regularly and correspondence regarding clients will be uploaded to the client’s file.

 

23 BANKING

 

23.1 Purpose

The purpose of this policy is to ensure all monies are handled appropriately.

 

23.2 Policy

Payment Handling:

•            Clients are to pay by bank transfer, at or prior to the time of service

•            No cash or eftpos facilities are kept on premises

•            Dr Kristen Lovric does not accept cheques

•            Clients may be issued receipts via Power Diary or can manage them via the client portal

 

23.4 Procedure

Reconciliation:

Payments will be cross referenced and reconciled within Power Diary.

 

24 OVERALL OFFICE ENVIRONMENT

 

24.1 Purpose

The purpose of this policy is to demonstrate Dr Kristen Lovric 's commitment to providing a calm and welcoming environment through cleanliness and hygiene practices, while also contributing to a sustainable future.

 

24.2 Definitions

Physical environment includes the external and internal spaces of the practice. External environment refers to parking, signage and entrance. Internal environment refers to the practice including waiting area, consultation room / areas, office, amenities, as well as fixtures and fittings. Sustainable practices describe daily procedures focused on recycling, reducing paper usage and waste, energy efficiency and water conservation.

 

24.3 Policy

Dr Kristen Lovric is committed to providing a safe and comfortable environment for all. Procedures are strictly followed to ensure the delivery of safe, effective and professional services. It is the responsibility of Dr Kristen Lovric to ensure the external environment provides clear and safe access. This includes adequate lighting and minimal potential hazards for safe negotiation to enter the premises. It is the responsibility of Dr Kristen Lovric to ensure the design and layout of the internal environment is suitable for its purpose. This includes the layout, lighting, ventilation and temperature of the internal environment, ensuring levels are maintained to safeguard comfort as well as the safety of all.

 

24.4

Auditory and Visual Privacy:

The physical set up of the practice shields all computers, business and clinical-related documentation for visual privacy. Consultation spaces are also designed to provide visual and auditory privacy. Soft music may be played in waiting areas to complement a calm environment and to assist with auditory privacy.

 

Sustainable Practices:

Sustainable practices are embedded in daily operations. Dr Kristen Lovric reduces the use of paper and other waste by:

•            Maintaining an electronic record of all clinical and business-related documentation

•            Only printing documents when necessary

 

Notification & Review:

Any individual can notify management if any element of the physical environment, including daily processes and procedures, does not meet the standards of practice. This can be done through verbal or written notice. Dr Kristen Lovric conducts regular audits of the physical environment. These audits are recorded and include:

•            Assessment of potential physical environment hazards / threats

•            Review of a generated list of hazards / threats

•            Changes to design, layout and/or operation procedures as required

 

25 WAITING AREA

 

25.1 Purpose

The purpose of this policy is to ensure that the waiting area provides a clean, safe and welcoming space, as a crucial element of the practice physical environment.

 

25.2 Definitions

Waiting area describes a designated area of the practice with chairs available for clients and others to quietly and safely wait, when they are inside the practice.

 

25.3 Policy

•            The waiting area must be sufficient to accommodate the usual number of clients and others who would be in the waiting room at any one time, with appropriate seating

•            It will have auditory privacy, which can be enhanced by using background music to mask conversations

•            It is to be maintained in a clean and tidy state with surfaces easily accessible for cleaning

•            Any signage or information leaflets / brochures in the area will be displayed neatly and within easy access

•            Signage for the locations of toilets and emergency exits must be clearly visible from any seat in the waiting room

 

Responsibilities:

It is the responsibility of Dr Kristen Lovric to ensure the design and layout, including furniture, lighting, ventilation and temperature of the waiting room promotes a welcoming and safe area at all times. It is the responsibility of Dr Kristen Lovric to maintain the cleanliness and safety of the waiting room environment at all times.

 

25.4 Procedure

It is part of the practice's open and close daily checklist to ensure the waiting room/s is ‘reset’ with all items put away, and the room is ready for use to the practice's standards. The minimum number of chairs within the waiting room is calculated by the maximum number of potential waiting clients at any given time, plus two. The chairs are placed in a manner to allow for easy access to each one, and provide for adequate access in / out of the waiting room from each chair. All signs are displayed with colour and font for easy identification, while emergency signs meet building standards and clearly visible from all chairs in the waiting room. Clients and visitors are encouraged to notify Dr Kristen Lovric if there are any concerns with the cleanliness, safety and layout of the waiting room. This can be done either verbally or in writing. Dr Kristen Lovric will assess the notification and determine the impact this has on the practice physical environment. Dr Kristen Lovric conducts regular audits of the waiting room, as a part of the physical environment review. This is to track and ensure that each area of the practice, including the waiting area, maintains a high level of cleanliness, professionalism and promotes a welcoming space for clients and / or visitors. These reviews are recorded and include:

•            Assessment of potential physical environment hazards / threats

•            Changes to design, layout and / or operation procedures as required

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26 PREMISES

 

26.1 Purpose

The purpose of this policy is to ensure that Dr Kristen Lovric maintains hygienic, safe and appropriate premises.

 

26.2 Policy

The premise areas are set up and designed to be appropriate for the health and safety of employees and clients, with sufficient space, adequate lighting, temperature regulation, visual and auditory privacy, free from excessive extraneous noise. It is the responsibility of Mika House to provide hand cleaner/sanitiser in the bathrooms for clients to access. It is the responsibility of Dr Kristen Lovric to ensure the floor is clear of potential trip hazards. The premises are provisioned for client privacy, especially where undressing may be required for treatment. Visual privacy is afforded through the use of blinds, doors, in such a way as to ensure the privacy, respect and dignity of the client.

 

26.3 Procedure

It is part of the practice's open and close daily checklist to ensure the treatment areas are ‘reset’ with all items put away, and that each treatment area is adequately stocked with all items required for daily use. This includes:

•            Consumable products (including tissues)

•            Floors are clear of trip hazards

•            Items are stored neatly

•            Room temperatures are checked and controlled throughout the day as required

•            Lights are switched on

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27 BATHROOMS

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27.1 Purpose

The purpose of this policy is to ensure hygienic, safe and appropriate bathroom facilities for all.

 

27.2 Policy

Mika House maintains bathrooms that are hygienic, safe and accessible to all.

 

27.3 Procedure

Bathrooms are located within close proximity to the practice including, disabled beside and separate sex toilets with female down stars and male upstairs. Mika House is responsible to ensure that bathroom facilities should have:

•            Adequate lighting

•            Adequate ventilation

•            Visible signage, including signage for the disabled or those with language barriers

•            Hand-washing facilities, including liquid soap, paper towels or electric hand dryer

•            Trash bins that are emptied regularly

•            Adequate supply of toilet paper

•            Regular cleaning

•            Adequate, hygienic means of disposal of sanitary items

 

28 CLEANING

 

28.1 Purpose

The purpose of this policy is to demonstrate Dr Kristen Lovric ’s commitment to providing a clean and hygienic environment for all.

 

28.2 Policy

Dr Kristen Lovric is responsible for ensuring:

•            All areas of the practice environment are visibly clean

•            Cleaning of practice is thorough and regular

 

28.3 Procedure

Cleaning of practice is thorough and regular. Evidence of cleaning activity is documented where appropriate. Additional and specific cleaning may be required.

 

29 BACKING UP AND RESTORING DATA

 

29.1 Purpose

The purpose of this policy is to prevent the loss of data and restore any data in the event of a hardware / software failure, physical disaster, or human error.

 

29.2 Policy

All systems used to store important information should have either an automated backup or a procedure to follow manually. All Power Diary data is automatically backed up hourly to separate storage devices, and an additional separate daily backup is made to AWS S3 storage. Monthly backups are retained for a minimum of 2 years. All data drives and S3 storage is encrypted using secure and industry compliant encryption technology. For other systems used within Dr Kristen Lovric ensures that they are all either automatically backing up online, or that a local backup of all necessary data is performed regularly.

 

29.3 Procedure

Power Diary Data Backup:

As per Power Diary standards, all data is automatically backed.

 

Backup for Other Systems Used in the Practice:

For systems where data is held on the local server and/or devices, the following backup procedures should be performed regularly, perform a full file backup for all important files.

 

30 PHYSICAL RECORDS MANAGEMENT

 

30.1 Purpose

The purpose of this policy is to properly manage any physical records, including the processes related to maintaining and storing physical or hard-copy documents.

 

30.2 Policy

Attempts to keep paper records to a minimum however, Dr Kristen Lovric continues to have some physical records (e.g., for note-taking) to maintain, which may be for legal compliance. How long to keep a document, when and how to store the document, and how to dispose of the document, will depend on the document type and the following will be considered:

•            Legal requirements - these include federal, state and local reporting, regulations, and laws

•            Use - Is the document likely to be used again? After the document is past its useful life, could it be used to support or oppose a position in an investigation or litigation?

•            Consequences - Are there likely to be any consequences of not being able to locate the document? For example, if the item was mentioned in a lawsuit, then suddenly destroyed, the presumption may be that the destruction was deliberate

•            Reproducible - Can the item be reliably reproduced if needed? Is the information available in another system, from the public library, an online source, a database, or electronic practice files?

 

30.3 Procedure

Records contained in paper files should be managed according to business and legal requirements. Dr Kristen Lovric ensures that all physical records are filed correctly, as soon as possible after receipt or creation. Documents should not be placed loose into files or folders. This helps prevent loss, damage or destruction.

 

Printing:

When printing of records is required, it is done in an area and on a printer that is not accessible to the public. The printed paperwork is collected as soon as possible from the printer once the printing is completed.

 

Storage:

Dr Kristen Lovric 's physical records are stored in a secure location, all filing cabinets and cupboards that hold physical records are locked when not in use.

 

Retention:

Dr Kristen Lovric keeps documents in accordance with the relevant laws and legislation.

 

Archiving:

Certain types of records must be retained, sometimes for years past their useful life. If records are not required to be accessed frequently, they may be archived.

 

Destruction:

Confidential waste is shredded on-site using a cross shredder or sent via a lockable bin to an off-site secure facility for shredding.

 

31 PREMISES SECURITY

 

31.1 Purpose

The purpose of this policy is to ensure that the facility is secure and maintain the safety of all.

 

31.2 Policy

Dr Kristen Lovric understands that the facility is required to be secure at all times. This policy explains the expectations and responsibilities in relation to entering and leaving the facilities. Dr Kristen Lovric is vigilant when on duty, and acts to ensure the continuing safety of all.

 

31.3 Procedure

The premises may be protected by other security systems including duress alarms.

 

Closing the facility:

Dr Kristen Lovric is responsible to the security of the premises facilities by:

•            Check all rooms for windows and exits that may be open, close and lock as required

•            Move all mobile computer devices into a safe lockable area

•            Exit and lock the door

 

32 RESTRICTED ACCESS AREAS

 

32.1 Purpose

The purpose of this policy is to maintain a safe and secure environment for clients’ health information, practice data and Dr Kristen Lovric.

 

32.2 Definitions

Forbidden access is when someone gains access to a website, program, server or area of a building using someone else's account or other methods. For example, if a person guessed passwords or usernames for an account that was not theirs until they gained access, it is considered forbidden access.

 

32.3 Policy

Dr Kristen Lovric ensures the confidentiality and security of client health information, and sensitive practice materials.

 

32.4 Procedure

•            Visitors are escorted by Dr Kristen Lovric to any area where sensitive information may be held

•            Signage is present to prevent public access to restricted areas in the practice where client health information and other sensitive practice materials are stored

•            Doors to offices and consulting rooms are closed

•            Cabinets and filing systems that hold sensitive information are locked when not being accessed

•            The confidentiality and security of client records, letterhead, administrative records and other official documents must be maintained by Dr Kristen Lovric and stored in a restricted access area

•            Client health information is stored in an area or manner that is not accessible to people other than approved

•            Printers and other communication devices are not readily accessible to people other than approved

 

33 DURESS ALARM

 

33.1 Purpose

The purpose of this policy is to protect people and property by providing a means to deter, deny and / or detect unlawful activity.

 

33.2 Definitions

Portable duress devices are devices that usually consist of a unit held by or on a person that communicates wirelessly to a transponder that can be activated by that person who requires assistance. These are often known by other names that depict their specific usage including man-down / person down alarm, pendants and bracelets.

 

33.3 Policy

Duress alarms may be used when Dr Kristen Lovric feels threatened and requires immediate / urgent assistance.

 

33.4 Procedure

Summoning Assistance:

Dr Kristen Lovric will activate a duress alarm which will initiate a call to the security company that monitors the device. If there is no answer, police will be dispatched.

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34 USE OF PSYCHOLOGICAL QUESTIONAIRES AND OTHER MATERIALS

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34.1 Purpose

Dr Kristen Lovric may use psychological questionnaires and other material in her practice to assess and track the severity, frequency and duration of their concerns, and support clients in reaching their treatment goals. 

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34.2 Policy

Dr Kristen Lovric will ask clients to complete the Depression, Anxiety and Stress Scale. Dr Kristen Lovric may also ask client to complete other measures relevant to the assessment and treatment of client concerns. Dr Kristen Lovric may also prescribe resources or other homework where appropriate. 

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34.3 Procedure

Dr Kristen Lovric will ask clients to complete the Depression, Anxiety and Stress Scale approximately every 4 to 6 sessions. Dr Kristen Lovric may also ask client to complete other measures relevant to the assessment and treatment of client concerns as necessary. Dr Kristen Lovric may also prescribe resources or other homework where appropriate, as necessary. 

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35 INACTIVE CLIENTS AND DISCHARGE 

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35.1 Purpose

The purpose of this policy to explain Dr Kristen Lovric's approach to inactive clients and the discharge process, ensuring the informed consent of inactive and discharged clients.

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35.2 Policy

Dr Kristen Lovric understands that treatment intentions and needs change overtime, resulting in inactive clients and necessitating discharge.

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35.3 Procedure

Dr Kristen Lovric will contact inactive clients regularly and review inactive clients approximately every 3 months. Clients from whom Dr Kristen Lovric has not been able to confirm a follow-up appointment will be discharged and unless in exceptional circumstances such as outstanding fees or the presenting concern not being within her scope of practice may re-refer at any time. Clients whom have outstanding fees may expect two reminder communications and discharge within approximately two weeks should payment not be made. 

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