Module 1: Clinic Guidelines & Standards

Consent Form Process

1. 1
   Send Before Booking Email registration & consent form to patient/family BEFORE offering an appointment. Collect email addresses during the referral process.
2. 2
   Review Returned Form All admin staff must review the form. Every field must be complete and accurate — do not accept incomplete forms.
3. 3
   Enter All Details Enter all demographics, interested parties, and Medicare information accurately into the patient file in MediRecords.
4. 4
   Check for Legal Orders Check for court orders or child safety concerns. Verify whether the consenting parent has sole parental responsibility.
5. 5
   Dual Consent if Needed If no sole parental responsibility — obtain a completed consent form from the OTHER parent before proceeding.
6. 6
   Upload to File Consent tab in MediRecords → upload signed form → name it "Family Nurture Consent".
7. 7
   Create HOF File For ALL minor patients — create a Head of Family (HOF) file for the parent/guardian and link it to the child's record.

File Update — Every Arrival

Confidentiality — Golden Rule

Phone Calls — Key Rules

Cancellation Policy & SMS Confirmation

• SMS confirmation sent 7 business days before (select "SMS Instant" if booked within 7 business days)
• If unconfirmed 3 days before → call the patient
• No response next day → send another text with a 1-hour window to respond
• Still no response → cancel and apply cancellation fee
• Patients cannot reply to the SMS — phone calls only

Daily Clinic Responsibilities

Module 2: Patient Management

Referral Intake — Full Process

1. 1
   Receive Referral Upload to Referral section of MediRecords. Tick the correspondence box. For Medical Objects referrals, use the MediRecords messaging system — no manual upload needed. Search for provider by number; add as a contact if not found.
2. 2
   Create Patient File Enter all demographic details. Assign a task to the appropriate practitioner for approval. Follow specific practitioner instructions (SR = School Report, DR = Diagnostic Report).
3. 3
   Send Consent Form Collect the patient/family email address. Send the registration & consent form. Wait for it to be returned with ALL sections complete before proceeding.
4. 4
   Process Returned Consent Enter all details. Create HOF file if the patient is a minor. Check for Medicolegal matters — gather court orders and other parent's consent if no sole parental responsibility. Update task: "PB back [today's date]".
5. 5
   Intake Contact Intake-trained staff contact the family to book. Follow the task directions. If no answer — send a text. Note the contact attempt; set the task review for 2 weeks later.
6. 6
   No Response Protocol If no response after 2 weeks, send a No-Booking Letter via MediRecords. From: Practitioner, To: Referrer. Subject: "No Booking Letter". Send via letter header.

Psychiatrist Referral Requirements

Allied Health Referral Requirements

NDIS Guidelines

Task Management

Module 3: MediRecords Core Operations

Module 4: Assessments & Bookings

Psychology Assessments — Overview

OT & Speech Assessments

IQ Testing Tools — Which Test for Which Age?

ASD Assessments — Special Booking & Consent Rules

Multi-Session Assessment Booking Guide

Each session must be booked separately in MediRecords with the correct appointment label.

Module 5: Payments & Billing

Fee Schedule by Discipline

Tyro — In-Clinic Payment

Tyro — Phone (MOTO) Payment

Raising Invoices — "Bill To" Guide

Bulk Billing — Step-by-Step

1. 1
   Get ConsentObtain explicit consent from the practitioner to bulk bill this appointment.
2. 2
   Gather Referral InfoCollect referrer's full name, clinic address, provider number, and referral date.
3. 3
   Create DB4E FormPatient file → Correspondence Out → New Letter → From: Practitioner, To: Patient, Subject: "DB4E form" → Letter → Referral → DB4E form.
4. 4
   Complete & PrintFill in all referrer fields, item number, and amount. Move practitioner's signature to the "Practitioner Use" box. Print.
5. 5
   SignaturesPractitioner signs. Under 14: parent/guardian signs. Aged 14+: patient signs.
6. 6
   Scan & SaveScan signed form → save in Consent section categorised by date of service. Delete any unsigned versions.

Deposits — New Psychiatrist Patients

Module 6: Banking & End-of-Day

Tyro Reconciliation

1. 1
   Press Menu → Transactions (1) → Settlement and Reports (3) → Reconciliation Report (2) → Current (1) → Summary (1)
2. 2
   Print summaries from both Tyro machines
3. 3
   Add both machine totals together
4. 4
   Write down totals per practitioner — helps isolate any discrepancies

MediRecords Financial Reports

Navigate to: More → Reporting → Financial

Medicare Batching — End-of-Day

1. 1
   Claiming DashboardGo to Claiming Dashboard → Unclaimed Amount. All unsubmitted claims appear here.
2. 2
   Fix Red Items FirstRed items have a problem — hover the 'i' icon to see the issue (missing referral, Medicare detail error). Fix in the invoice, then resubmit.
3. 3
   SubmitSelect claims and submit individually or as a batch at close of business.
4. 4
   Monitor StatusSubmitted: awaiting Medicare response. Processed: accepted, check payment received. Rejected: fix and re-submit via More → Re-Submit Claim. Pending (no claim number): Medicare didn't receive it — re-submit.
5. 5
   Accept Fully Paid ClaimsIn Progress module → identify Processed claims with $0.00 Owing → verify payment in Medicare Payments Report → Tick → Process → View Services → tick all boxes → Accept Claim.

Module 7: Communications & Admin Procedures

Email Templates Available

No-Booking & Cancelled Appointment Letters

• No-Booking Letter: sent when 2 weeks pass after initial contact with no consent form returned
• Process: Patient file → Correspondence Out → New Letter → From: Practitioner, To: Referrer → Subject: "No Booking Letter" → send via letter header
• Cancelled Appointment Letter: same process, Subject: "Cancelled Appointment"

Medical Record Requests

Diagnosis & Medication Letters

• First: check existing correspondence — a suitable letter may already exist
• If a new letter is needed: send an internal MediRecords message to the psychiatrist
• Be specific — state exactly which letter is needed and why (e.g. "Updated diagnosis letter for school")
• Note: Anxiety may not be included if the patient has not been seen within the last 6 weeks
• Neurodiversity diagnoses are typically included regardless of last appointment date

Forms & Letters for Practitioners

• Family must complete their sections BEFORE sending the form to Family Nurture
• Specify the number of pages and complexity involved
• Practitioners require a consultation to complete any form or letter
• Recent face-to-face → telehealth may be acceptable — confirm with practitioner
• Otherwise: in-person appointment required

NDIS Applications

• Provided by the allied health professional who conducted the assessment
• Ensure all patient and family details are complete before forwarding
• If original AHP unavailable: confirm psychiatrist willingness and arrange a phone/Teams discussion

Key Policies — Quick Reference

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