A Service Agreement is a contract between Eat Speak Learn (the Provider) and an individual (the Client).
A Client may also refer to the parent/guardian/carer or plan manager or any other party with the authorisation to manage Services on behalf of the Client. The signatory of an agreement must be over 18 years old and will be the Client or the Client’s Representative. The signatory is responsible for the Client’s contractual obligations of a Service Agreement.
We accept that each child’s prescribed therapy approach may need adjusting and room for flexibility. Service Agreements are broken down into aspects that we can pre-empt with some certainty and some variable aspects that we have made an informed recommendation on. Our Fee Schedule is available on our website.
SERVICE DELIVERY
Therapy services are aimed at adjustment, adaption and building capacity for community participation. Eat Speak Learn provides bespoke allied health services and will recommend best practice therapeutic supports to achieve the Client’s objectives.
Services will be delivered in clinic at Northpoint Plaza, 8 Chandler St Belconnen, ACT 2617 unless otherwise agreed with Eat Speak Learn (ie Telehealth and Mobile services). Mobile services are offered at the discretion of Eat Speak Learn.
Service agreements are created for each therapy intervention block or assessment package. It is common for up to 30 minutes of additional intervention time and/or follow up services to be agreed to be billed per intervention session as part of a service agreement. These will be estimated and quoted in advance.
Quality of care supports will be itemised and invoiced following service delivery in addition to intervention sessions.
Where multidisciplinary team intervention occurs, all service providers will claim individually.
SERVICE DELIVERY
Therapy services are aimed at adjustment, adaption and building capacity for community participation. Eat Speak Learn provides bespoke allied health services and will recommend best practice therapeutic supports to achieve the Client’s objectives.
Services will be delivered in clinic at Northpoint Plaza, 8 Chandler St Belconnen, ACT 2617 unless otherwise agreed with Eat Speak Learn (ie Telehealth and Mobile services). Mobile services are offered at the discretion of Eat Speak Learn.
Service agreements are created for each therapy intervention block or assessment package. It is common for up to 30 minutes of additional intervention time and/or follow up services to be agreed to be billed per intervention session as part of a service agreement. These will be estimated and quoted in advance.
SCHEDULE OF SUPPORTS
A combination of the following components may make up a Service Agreement:
THERAPY INTERVENTION SESSIONS
Direct Services
– Therapy sessions (in clinic, in a community setting, at home, via telehealth or as part of a group)
– Planning sessions (Goal setting and review sessions)
– Allied Health Assistant (AHA) program (i.e. an AHA providing reinforcement activities through scheduled sessions)
– Delivering assessments
Non Face to Face Services
– Preparation for therapy sessions (eg. personalised resource creation, room set-ups, food preparation etc)
– Sanitising and cleaning up rooms (i.e. washing the kitchen after a cooking session, cleaning toys)
– Record keeping requirements (eg. case notes, logging communications etc)
– Scoring and analysing assessment data
– Allied Health Assistant (AHA) support (i.e. resource creation, coordination of documents or additional assistance)
QUALITY OF CARE SUPPORTS
COLLABORATION is communication between your therapy team or support workers and across natural environments, such as with other allied health practitioners, educators, coaches and extended family.
EXPERT ADVICE may also be sought when seeking additional input for the clinical care of from practitioners with niche knowledge areas or skills.
COORDINATION OF CARE is across industries such as a hospital team, a medical team, housing and/or other government services if these are being accessed. This activity is particular to children with complex medical or changing needs.
FOLLOW UP is inclusive of any activities not captured as part of regular sessions. This would generally include activities such as reading/responding to parent emails, resource creation additional requests for service and/or additional phonecalls to the family. This can include therapists reporting progress back to each other or collaborating to ensure a cost-effective and co-ordinated care approach among your multidisciplinary team for intervention and planning. It can also include communication and reporting between an allied health assistant and the supervising therapist during an allied health assistant program. – Creating resources for intervention outside of therapy sessions (eg. homework packs, videos, home programs)
REPORT WRITING is the time taken by the care team to prepare, update and finalise any reports required by you or third parties.
RESPONSIBILITIES OF THE EAT SPEAK LEARN
Eat Speak Learn agrees to:
- review the provision of services regularly with the Client
- once agreed, provide services that meet the Client’s needs
- communicate openly and honestly in a timely manner
- treat the Client with courtesy and respect
- consult the Client on decisions about how services are provided
- give the Client information about managing any complaints or disagreements and details of the provider’s cancellation policy
- listen to the Client’s feedback and resolve problems quickly
- attempt to give the Client a minimum of 24 hours’ notice if the Provider
- must change a scheduled appointment to provide services
- protect the Client’s privacy and confidential information
- provide services in a manner consistent with all relevant laws
RESPONSIBILITIES OF THE CLIENT
The Client agrees to:
- inform the Provider about how they wish the services to be delivered to meet the Client’s needs
- treat the Provider with courtesy and respect
- give the Provider notice if the Client cannot make a scheduled
- appointment as per the Cancellation Policy
- give the Provider the required notice if the Client needs to end the Service Agreement
- let the Provider know immediately if a Client’s 3rd party funding has been suspended or ceased.
PAYMENTS
Payments are to be made in line with Eat Speak Learn’s Fee structure and are to be paid at the time of service. Clients will be notified two weeks in advance of any change in pricing.
Payment for services will only be made for services that have been delivered unless the Client has approved pre-payment. Services may be suspended if there are outstanding payments. The Client is responsible for payment including any debt recovery fees. If a Client is under the age of 18, then the person managing their services is responsible for all fees.
It is the responsibility of the Client to advise the Provider if the delivery of services is not satisfactory immediately following the provision of services or within a timeframe as agreed in writing between both parties. A failure to advise of any dissatisfaction implies that services have been delivered satisfactorily.
CANCELLATION POLICY
Cancellation Policy | Eat Speak Learn
FEEDBACK, CONCERNS AND DISPUTES
If a Client wishes to give Eat Speak Learn feedback or is not happy with the provision of services and wishes to make a complaint, the Client should contact Eat, Speak Learn by phone 02 6156 2804, by email feedback@eatspeaklearn.com.au, or in person at Northpoint Plaza, 8 Chandler Street, Belconnen, ACT, 2617.
Complaints Policy | Eat Speak Learn
GST
Eat Speak Learn will comply with all relevant GST legislation when pricing services. At the time of publication, the majority of Allied Health Services were not subject to GST.
This Service Agreement may be made for the purpose of providing supports under a Client’s National Disability Insurance Scheme (NDIS) plan.
CHANGES TO A SERVICE AGREEMENT
If changes to the services or their delivery are required, the Parties agree to discuss and review a Service Agreement. The Parties agree that any changes to a Service Agreement will be documented and stored on the clients file. Best practice is that changes are made in writing and agreed by both parties. Any verbal changes to a Service Agreement will be documented by Eat Speak Learn and confirmation provided to the Client of the change.
Should either Party wish to end a Service Agreement they must give 28 days notice. If either Party seriously breaches this Service Agreement the requirement of notice will be waived.
Should third party funds be expended before the completion of the Service Agreement the Service Agreement is considered ended, Eat Speak Learn cannot guarantee the availability of future services and Clients may opt to be added to a waitlist.
If the Client’s therapist ceases employment with Eat Speak Learn the Provider will make every effort to continue the provision of services with another therapist but may have to suspend or end the Service Agreement if an alternative therapist cannot be found.