Practice Policy & Procedures Manual2010
Important Note:
This manual is a basic template only and is not a complete Policy & Procedures Manual. Users should check all entries carefully and ensure the various sections are completed to reflect professional standards and local laws or legislation, and all the required policies are present. Ideology Consulting does not represent this to be a complete manual and it is entirely the responsibility of practitioners to ensure that it is completed appropriately and any information complies with local laws, standards and conditions. Any information or material contained herein is for the purposes of example only and may not be appropriate for any given circumstances or requirements.
Table of Contents
SECTION A
THE PRACTICES & STAFF
1.The Practices
2.Practice Mission
3.Practice History
4.Organisational Structure
5.Position Descriptions
6.Business Plan
7.Technology
8.Confidentiality
9.Security
10.The Paperless Practice
11.Personal Use Of Practice Resources
12.Staff Meetings
13.Deliveries Between Practices
14.Memberships
SECTION B
EMPLOYMENT TERMS & CONDITIONS
15.Recruitment
16.Contracts
17.Position Descriptions
18.Induction Of New Staff
19.Probationary Employment Periods
20.Hours Of Work
21.Emergency Contacts
22.Pay
23.Superannuation
24.Leave
25.Training & Professional Education
26.Performance Appraisals & Salary Reviews
27.Staff Meetings
28.Confidentiality
29.Security
30.Disciplinary Action & File Notes
31.Grievance Procedures
32.Resignation
33.Termination Of Employment
34.Authority To Make Decisions
35.Presentation & Uniform
36.Punctuality
37.Expenses
38.Discounts
39.Gifts From Suppliers/Patients
40.Occupational Health & Safety
41.Equal Opportunity
42.Harassment
43.Alcohol, Drugs & Smoking
44.Criminal Activity
45.Staff Functions
46.Privacy
SECTION C
MERCHANDISING & SALES
47.Marketing Plan
48.Practice Presentation Standards
49.Suppliers
50.Stock Levels
51.Stocktake
52.Stock Ordering
53.Stock Processing / Entering
54.Stock Pricing
55.Stock Returns & Credits
56.Warranties - Suppliers
57.Warranties - Patients
58.Discontinued Stock
59.Stock Maintenance
60.Consumer Information
61.Displays
62.Selling
SECTION D
RECEPTION AND OPERATIONS
63.Opening The Practice
64.Closing The Practice
65.Business Plan
66.Customer Service Standards
67.Clean Desk
68.Personal Use Of Practice Resources
69.Security
70.Database Management
71.Paper/ Old Records
72.Delivery Systems
73.Waiting Area
74.Processing Jobs From Labs
75.Housekeeping
76.Greeting Patients
77.Answering Patient Queries
78.Telephone
79."Welcome To / Back To The Practice" Forms
81.Patient Complaints
82.Follow-Up
83.Appointments
84.Consultation Fees
85.Appointment Types
86.Pre-Appointing & Recalls
87.Referrals
88.Medicare
89.Private Health Funds
90.Dept. Of Veterans' Affairs (Dva)
91.Referral Enhancement Program
92.Statistics
93.Letters
94.Pricing
95.Office Stationery
96.Office Equipment
97.Practice Maintenance
98.Payment
99.Refunds, Exchanges & Warranties
100.Bad Debts & Uncollected Work
101.Petty Cash
102.Duplicate Invoices
103.Banking
SECTION E
CLINICAL FUNCTIONS
104.Laboratory Functions
105.Laboratory Relationship
106.Ordering
107.Ready Jobs
108.Late Or Re-Promised Jobbing
109.Quality Control & Australian Standards
110.Recommendations
111.Suppliers
112.Professional Knowledge
113.Technical Information
114.Orthotics Adjustments
115.Orthotics Collection
116.Orthotics Repairs
117.Podiatry Equipment
118.Instrument Inventory
119.Instrument Sterilisation
120.Instrument Storage
121.SPC Stickers
122.Waste Management
123.Disposal Of Sharps
124.Greeting Your Patient
125.Collecting Patient History
126.Consultation Procedures
127.Explaining Clinical Procedures To Your Patient
128.Making Recommendations
129.Pre-Appointing
130.Medicare Billing
132.Emergency Appointments
133.Late Appointments
134.After Hours Appointments
135.Biomechanical Assessments & Other Equipment
136.Domiciliary Visits
137.Country Trips
138.Consulting Room
139.Consulting Room Supplies
140.Patient Records
141.Medical Consultants & General Practitioners
142.Security
143.Provider Numbers
144.Professional Development
145.Staff & Practice Management
146.Promotion Of The Practice
147.Association Memberships
SECTION A
THE PRACTICES & STAFF
- The Practices
The group comprises …… practices in…. retail locations. Each practice is involved in the practice of podiatry.
Practice Locations and Opening Hours:
- Practice Mission
It is expected that all practices will recognise the practice mission in the following manner:
- Display it in a prominent place for patients and staff to see.
- Use the mission as a marketing tool for our organisation wherever possible.
- Ensure all staff understand and work under the philosophies of the practice mission.
- Practice History
- Organisational Structure
The practice organisational matrix is as per the following page. All staff are expected to work within this matrix.
Management
The group is responsible is the senior management group of the practice and is responsible for:
- Coordinating the management of the various sections of the practice.
- Reviewing policies.
- Communicating with each other and all other staff regarding management matters.
- Making decisions of a management nature which affect the whole group and which reflect changes in society.
The management group consists of:
- Position Descriptions
Position Descriptions are written for all roles within the practice. These will be kept current and relevant at all times.
Refer to Section B.3 for full samples of all position descriptions.
- Business Plan
The Practice Business Plan governs our practice for all business activities and strategies undertaken in the current period.
All staff are required, as a condition of their employment, to support and adhere to the contents of the Business Plan.
All staff will be allocated responsibilities for achieving aspects of the Business Plan.
The plan will be reviewed at a group meeting annually.
Staff proposals for new strategies to be included in the Business Plan should be presented, in writing, to ………., for group consideration at the annual review.
The Business Plan document remains strictly private and confidential, and all copies remain the property of ……………………..
- Technology
The practice will maintain a commitment to the latest in clinical and business technology at all times.
Staff are expected to keep up to date with technological advancements, and seek assistance or training where required.
If staff believe their practice approach or personal skills are not technologically sound, this matter should be discussed with the Practice Manager immediately, and appropriate action taken.
- Confidentiality
Staff are required to maintain confidentiality of all aspects of the business, at all times.
The following matters, in particular, must remain confidential at all times:
- Practice alarm codes.
- Staff computer access codes.
- Banking procedures and amounts.
- Patient details, records and financial information.
- Personnel details, most especially staff personal details such as home phone numbers, addresses, etc.
- Any information which may provide a competitive advantage to our direct business competitors.
- The practice Business Plan.
- Own pay conditions.
- Computer master codes.
- Security
All staff are required to maintain practice and personal security at all times, and not place themselves or practice resources at any unnecessary risk.
Police contacts:
Police contacts for after hours emergencies should be reviewed and advised to local police stations and/or security firms, on an annual basis.
Place contact details in a prominent location at reception and in at least one consulting room.
Burglar Alarms:
Every practice has its own burglar alarm. It is the responsibility of every staff member to know the security codes for Practices in which they work. Staff members relieving at a different practice than their usual should contact the practice on the previous day to be given details of security arrangements in this practice.
CONFIDENTIALITY OF ALARM CODES SHOULD BE MAINTAINED AT ALL TIMES.
Ensure compliance with Policy and Procedure about practice opening and closing
Hold-Up or Personal Threat:
In the event of a hold-up or personal threat, the staff member should take every precaution to secure his/her own safety as a priority over protecting money and/or goods.
The following procedure should be followed:
- Remain calm.
- Obey instructions.
- Give only what is asked for.
- Move slowly.
- Tell them what you are doing.
- Don't get too close.
- Keep your hands in view.
- Look at the offender carefully to ensure you are able to provide the best description possible.
After a hold-up:
- Set off the alarm or contact police immediately.
- Close the practice and leave everything as it is.
- Keep witnesses in the practice.
- Fill out reports independently of other witnesses.
- Make no statements to the media.
- Do not discuss details of what has been stolen with anyone other than police or your manager.
Personal security:
Personal security should be considered at all times. If a staff member is working in a practice before or after hours he/she should lock themselves in, to assure personal safety and security of the practice. Podiatrists should not conduct consultations in the practice after hours if no other staff member is present.
An un-secured practice should never be left unattended.
Money:
All monies should be secured overnight in the practice safe location. When placing money in the till each morning, place only the float amount, leaving any extra in the safe location.
A minimal amount of cash should be kept in the till at any time. The maximum amount should be…………………
- The transporting of money to and from the bank should be done as quickly and inconspicuously as possible.
- Take care to vary your time of banking, and the route used.
- Do not carry money or banking documents in a manner visible to the general public by using generic bags or shopping bags.
- Do no count money in public view.
After-hours burglary or break-in:
In the event of an after-hours burglary or break-in the following procedure should be followed:
- Upon discovery of the burglary do not enter the premises until you are sure no-one is still inside. If in doubt, do not enter at all.
- Notify the police and………………..immediately.
- Do not touch or move anything until police have advised that you may do so.
- Make immediate arrangements to secure the premises again, and repair any damage.
- Clean up all affected areas, taking special care not to be injured in the process.
- Prepare a report for ……………., detailing all damage, items stolen, and estimated costs of repairs and replacements.
- The Paperless Practice
It is the policy of the Practice that we will operate all facets of the business with a paperless approach, wherever possible.
Communications and record keeping will all be conducted via computer processes, and paper copies will not be kept.
Staff messages and inter-practice communications shall be via email.
Orders to and communications with suppliers will be conducted via email where possible.
Patient records will be maintained on the computer database.
Statistics and practice record keeping will be conducted via the practice management software system.
All accounting and banking functions will be processed via the computer system.
Patient appointments, recalls and pre-appointing will be administered via the electronic appointment system.
- Personal Use Of Practice Resources
Practice resources are not provided for general personal use, unless special prior arrangement has been made.
This includes email and internet facilities, telephone, stationery, and all saleable products.
Requests for personal use of practice resources must be made in advance to the Practice Manager.
If in doubt, the Practice Manager, should refer the request to ………………….for consideration.
Breaches of this policy and procedure will be disciplined accordingly.
- Staff Meetings
Attendance at all staff meetings is compulsory, and all staff will be compensated appropriately for any out-of-hours time taken.
Practice meetings will be held weekly and items to be covered at each meeting, should include:
- Organisational matters.
- Problem solving.
- Status reports on progress towards achieving monthly goals/budgets.
- Strategies and procedures to be implemented in response to status reports.
Team meetings are conducted ……………………………, and items for inclusion at this meeting include:
- Review of previous month's goals and figures.
- Review of progress towards goals in the current month.
- CEO's report.
- Policy and procedure - advice and discussion of alterations and changes.
- Marketing report.
- Business Plan progress report.
- Education.
Coordinators' meetings are attended by all Coordinators and Directors. They are held several days prior to the Team meeting, and usually involve discussion of policy and procedure changes.
Notification of upcoming meetings:
Notification is done by……………, via the practice email system.
- Deliveries Between Practices
The group has a daily courier which is used for collection and delivery of jobs. Inter-office supplies should also be delivered in this way, as a more cost-effective alternative to post.
To prepare jobs for Courier collection:
Urgent Jobs Courier:
- Memberships
…………………………shall maintain memberships of organisations which support their business aims and practices, as outlined in the practice Mission.
These memberships shall be decided by …………..
Current memberships include:
- Podiatry Association
- Local Chambers of Commerce.
SECTION B
EMPLOYMENT TERMS & CONDITIONS
- Recruitment
Staff recruitment will be conducted by, or under the direction of…………………
Standard recruitment procedures should be followed in every instance.
The following procedure shall be followed in the recruitment of all new staff:
Identifying the Vacancy - to be discussed at a Directors' meetings and set parameters agreed upon. A Position Description for the new position shall be created at this time.
Advertising - to be administered by ………, in agreement with the Practice Manager involved.
Interviewing - to be conducted by ……….and………………..
The appointment - should be made in agreement with the Practice Manager, via an official letter of appointment.
Probationary Period - all staff are to be placed on a three-month probationary period at the commencement of their employment. Regular reviews of the probationary employee's progress and performance will be conducted by the Practice Manager.
Notification to the group - …………….shall send an inter-practice memo to all staff notifying them of the appointment of a new staff member.
- Contracts
All staff shall be employed and work under an employment contract which states employment conditions and standard employment requirements.
Any staff member who accepts employment with the practice shall sign an employment contract.
The contract will be changed and reviewed as deemed necessary. These alternations are the joint responsibility of the employee and his/her Practice Manager.
A contract sample is included in this document.
- Position Descriptions
All staff shall work under a Position Description written specifically to reflect their designated work responsibilities.
All new staff recruited should receive a copy of the Position Description upon commencement of employment.
Existing Position Descriptions should be reviewed at each Performance Appraisal, and altered as necessary.
Copies of Position Description templates are included in this document.
- Induction Of New Staff
All new staff will be provided an induction and training program before commencing regular work duties.
This process will be supervised by ……………., but may be carried out by other staff members.
Upon commencement of employment, ………..will conduct a preliminary interview with the new staff member, stating general expectations and requirements. At this time a discussion of the Position Description may be appropriate.
The staff will be allocated a mentor/trainer who will train them in all areas required.
The………… and/or Practice Manager will review the new staff member's progress regularly throughout the probationary period.
Upon successful completion of the probationary period, the employee will be officially notified of his/her permanent status, at a short review meeting with …………...
- Probationary Employment Periods
All employees are placed on a three-month probationary period at the commencement of their employment with the practice.
Regular reviews of this probationary period are to be conducted by ……………….
At the successful completion of the probationary period will receive written confirmation of his/her permanent employment status.
- Hours Of Work
Podiatrists work a standard working week of ………. hours per week.
Fulltime practice staff work a standard working week of ………hours per week.
All time worked beyond the above-mentioned standard hours will be paid at the current award overtime rates, and should be authorised by the Practice Manager.
- Emergency Contacts
All staff are required to provide …………….and their own Practice Manager with the name, address and contact details for at least one emergency contact person.
The practice will only refer to this contact in an extreme emergency, and all details will remain strictly confidential.
Staff should ensure these details are kept current at all times.
- Pay
.
Pay:
All staff will be paid ………. on………., for work completed in the previous……..
Pay will be credited directly to each employee's bank account. All employees are responsible for notifying ……….in writing in advance of pay day, if their bank account details require changing.
Overtime:
Approved overtime will only be paid if written details are provided to……….. All overtime claims must be authorised by the Practice Manager involved.
Time in lieu:
Time in lieu claims must also be approved by the appropriate Practice Manager.
- Superannuation
As per <Country> legislative requirements the practice provides the prescribed superannuation benefits to all employees.
All enquiries regarding superannuation arrangements should be referred to …………………...
Additional superannuation payments may be made into the practice fund, and salary sacrifice opportunities are available to all employees.
- Leave
Leave is provided for all staff, as per standard Australian leave requirements.
Annual Leave:
All permanent employees are entitled for four weeks (20 days) annual leave per year.
Annual leave applications must be made to………………….., and will be approved once the leave coordinator has ensured relief staffing is available.
Whilst every effort will be made to satisfy the leave preferences of all staff, no staff member should assume leave is granted until formal approval has been received. All staff should refer to the holiday roster prior to lodging a leave request.
Leave is generally approved on a first-come first-served basis, but it is hoped that staff will be fair in their treatment of this policy, to ensure that all staff gain equitable access to the most popular holiday periods.