PURPOSE
To ensure that our fees are in line with the service and experience that we provide and balanced
with inflation and increasing costs to run the clinic. This policy also outlines the most effective
way to communicate this to our patients.
POLICY
All treatment fees are reviewed every 6 months (1st January & 1st July) to account for improvements in services, products, inflation and/or consumer price index (CPI) increases. Our fees are increased by a minimum of 2-4% each 6 months as a minimum to account for average quarterly increases in CPI (See CPI increases here) . Fees are always subject to additional changes throughout the year, but the scheduled fee update is locked in routinely on these dates each year. You can view our current schedule here.
Product pricing are updated yearly (1st July) or when applicable.
It is clinic policy that patients are not notified prior to the Scheduled Price Update and the update is not advertised in the clinic. The patients that we attract at Effect Exercise Physiology are not driven by price, but rather by the outcomes and experiences that they receive at the clinic so it is assumed that for most, price is not a factor in their decision to seek our services. "WE TALK VALUE, NOT PRICE" (5min video)
The following procedure will be followed by all team members...
For any team member with access to fees. Watch how to adjust fees here
PROCEDURE
Process payment as normal after a Scheduled Price Update.
If the patient asks if the fees are different or higher, let them know that we had a Scheduled Price Update on 1st January/1st July, which we do each year. See Script #1.
If patient feels unprepared for the fee update on the day, let them know that they can pay the original fee today and the fee update will apply as of their next appointment. Make a note about this on their invoice and appointment notes. See Script #2.
If the patient seems particularly upset about the fee update on an ongoing basis and questions whether they will be able to continue attending the clinic, let them know that you will speak to the Practice Manager/Director who will give them a call to see if we can make a plan for them. See Script #3.
Note that if it is a patient that we have flagged as someone who would appreciate the heads up re fees, have a conversation with them as per steps 3 and 4 prior to putting through their payment. These patients will have a note on their appointment to ensure that reception are prepared for this conversation in the future. This can be done in the patient's Halaxy profile
SCRIPT #1
Have the fees gone up?
Yes we had a scheduled Price update on 1 July which we do each year.
Oh no problem. That sounds reasonable!
SCRIPT #2
Have the fees gone up?
Yes we had a scheduled Price update on 1 July which we do each year.
Oh dear. I wasn’t prepared for that today :(
That’s totally understandable. What we can do for you today is charge you the old fee and then next time you come in the fee with be the new price. Does that sound ok?
Thank you. I really appreciate that.
SCRIPT #3
Have the fees gone up?
Yes we had a scheduled Price update on 1 July which we do each year.
Oh dear. I wasn’t prepared for that today :(
That’s totally understandable. What we can do for you today is charge you the old fee and then next time you come in the fee will be the new price. Does that sound ok?
Actually that sounds too expensive for me in future so I don’t think I’ll be able to come back.
Oh that’s a shame. We’d love you to be able to continue on with your treatment plan. Let me chat to [practice manager/Director] and see what we can do. Jack will give you a call on *Monday* to discuss it further. How does that sound?
SCRIPT #4
Have the fees gone up?
Yes we had a scheduled Price update on 1 July which we do each year.
Oh, why are they higher?
Our price updates for many reasons. Improvements in services, products and skills our EPs add to your appointment. We're big on finding more and better ways to add value to your care.
Ok, thank you for informing me.