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BOOKING INFORMATION

Hi , thanks for contacting us.
Perimenopause / menopause is a really good time to take stock of your health issues and make a few changes that will make a huge difference to your life in the decades to come. We can also help with options to ease any symptoms you might be having.

If you’d like to know more about the services we offer the details are here: https://wellfemme.com.au/wellfemme-services/

and the information you need to make a booking is here: https://wellfemme.com.au/how-to-book-a-wellfemme-consultation/

The first long consultation is $260, and if you have a Medicare card we can process a rebate for you of around $113. If you book a consultation we’ll email you a link (on a Friday beforehand) to complete an online form with your background medical information and a menopause symptom score chart; that’s the start point for us to target your priority symptoms. We will discuss the range of most effective treatment options and their risks and benefits.

You can also book a free trial consultation to have a chat before committing if you prefer.

If you are having trouble booking online, please let us know so that we can call you.
We look forward to helping you out soon.

BOOKING EMAIL 2

Hello (name)

Thank you for getting in touch. We are sorry to hear you are having health issues. We tried to call you but couldn't reach you.

You can either book a 10 minute free trial appointment which will give you a chance to have a get-to-know-you chat with one of our doctors, you can do so on our booking page here: https://wellfemme.com.au/how-to-book-a-wellfemme-consultation/

Alternatively you can book a premium consultation and the next available appointment is with Dr (name) on (date) at (time) (Sydney/Canberra time).

We can only hold a premium appointment for 24 hours and then it opens up for others to book.

Feel free to call if you have any other questions and we look forward to helping you.

Warm regards,

NEEDS LONGER APPOINTMENT

Hello (name). Thank you for your booking with (doctor), and for the booking notes.

You have booked a short/ script appointment, but as you are needing to start a new medication (doctor) will require more than 10 minutes to discuss your options with you. Could we please convert your appointment to a 20 minute review please? The cost is $120, but as there are Medicare Telehealth rebates available you will be less than $50 out of pocket if you have a Medicare card.

PATIENT INQUIRING ABOUT FORMS TO FILL OUT

Hi xxx, thanks for getting in touch.

If you’ve booked a Premium or Review appointment you’ll receive a second email on the Friday before your appointment with a link to complete an online Intake form. The more information you provide, the easier it is for us to provide safe, targeted treatment recommendations.

Two days before your appointment you’ll receive the Telehealth link to start your consultation. An SMS reminder will also be sent the day before your appointment. The appointment time is usually quoted in Canberra’s time zone, so please check what time it will be in your location

At the time of your appointment just click the link you received by email two days earlier. If anything goes wrong the doctor will phone you on the number you provided.

I hope this information helps. Please let me know if you have any other questions.

PATIENT CANCELS AN APPOINTMENT AND WANTED A REFUND

Hello xx, I hope you are well.

As requested, your _____ appointment is now cancelled. You will receive your refund (less the credit card fee) within 10 days.

E-SCRIPTS EMAIL TEMPLATE

Subject Line: Invoice and Payment Details for your WellFemme e-Script

Here is the invoice for your e-Script request with. Please contact the practice at [email protected] to notify us once you've paid this invoice.

You can make your payment online by using this link: [Payment Link]

(doctor)'s next working day is xxx, so we anticipate that you will receive your scripts no later than the end of that day. You will receive a QR code by SMS/email which you can present to your chosen pharmacy for dispensing of your medication.

SENDING TEST RESULTS VIA EMAIL

Please do not send any test results or personal/ medical information by email. If required by the doctor your results can be uploaded or discussed securely and privately during your consultation

PATIENT ASKING FOR INTAKE FORM BUT BOOK A FREE TRIAL

Hi xx. You have booked a free trial for tomorrow. As this is simply an opportunity to meet one of our doctors and find out how they can help you there is no need to complete the intake form yet. If you decide to book one of our Premium consultations for a comprehensive assessment and treatment plan you will be sent the link to complete an intake form.

TRANSGENDER PERSON INQUIRING ABOUT BECOMING A POTENTIAL PATIENT

Forward email to Dr Kelly/Tara and ask how to best proceed. View response below as an example.

“Hi XXXX, thanks for contacting us.

You make a great point; there may be language in our website that is not as inclusive as it should be. We’d love to hear any feedback and suggestions about how we might rephrase the descriptions of our services to be more inclusive.

Our doctors deal with issues of perimenopause and menopause specifically, usually in people of female birth-gender. Whether or not we would be able to help really depends on what you’re looking for help with. May I ask what specific symptoms you’re struggling with Archie? Do you have a local doctor who prescribes hormones for you already, or an endocrinologist?

Our doctors are GPs who provide holistic care during the menopausal transition for those with a (gonadally) female body and issues related to declining ovarian function, eg. the health implications to heart and bones when estrogen declines at menopause, and associated symptoms like hot flushes. Any of our doctors can provide a compassionate, holistic health assessment and counselling but this is usually in the psychosocial context of midlife women.

We would not be able to prescribe hormonal treatments for anyone who is already receiving specialised hormonal treatment related to transitioning however; this is too specialised an area with regard to potential interactions, results interpretation and health consequences. We are also subject to the limitations of Telehealth, which means we cannot do physical examinations or provide general practice services beyond the scope of menopausal symptoms and issues.

If you think we might be of help you are more than welcome to book in a Free Trial chat with a doctor to make sure you’re both comfortable before proceeding. Thanks again for getting in touch.”

Best wishes,
WellFemme

Patient complaining about cost and is unable to pay full amount upfront.

Email from patient: “This policy fails to take care of those in financial hardship who need the medicare rebate to live on. Its sad that Wellfemme don’t care about those doing it tough.”

Our response: “I am sorry that WellFemme comes across that way, our priority is to make high-quality healthcare and information accessible and affordable for all women. That is why we have pushed to have Medicare rebates approved for our services. Please note too that in our booking terms and conditions (link below), women are invited to contact us for alternate payment arrangements.

https://wellfemme.com.au/wellfemme-bookings-terms-and-conditions/

I also understand your predicament and wanted to ask what might be affordable for you to secure your appointment?

Our concession rate for new patient appointments is $150 and you get a Medicare rebate of $113.30.

To save you paying multiple credit card fees, you could pay $40 (if feasible) via direct deposit to secure your appointment, then two part payments ($50 and $60) leading up to your appointment. Then the evening of your consultation, we can process your rebate of $113.30.

If this sounds okay and you would like to proceed, feel free to either call us on the below number or reply to this email.”

PATIENT IS COMPLAINING ABOUT PAYING IN ADVANCE

Hi xx. It seems unusual but we have very high demand for these appointments (hence the 3-month wait time), so to ensure that people show up for them or notify us of cancellations well in advance we need to get some payment up front. If we charged a part-payment patients would end up paying twice as much in credit card fees over two payments.

If you decide to cancel or change your appointment well beforehand you will get a full refund (minus the processing charges, which we do not keep), as per our booking terms and conditions: https://wellfemme.com.au/wellfemme-bookings-terms-and-conditions/. I hope this helps!

PATIENT INSISTED ON ANSWERING HER QUESTION

Our doctors are specialists with other commitments outside WellFemme, and are only available on certain days. If you feel you only need a quick chat to the doctor, please allow me to book you a time for this on her next working day. How about (suggest a time)? In some circumstances the doctor may offer a bulk bill, but we cannot know this until after they have dealt with your concern.

I will pass on your message to Dr x, who will see it when she is working next... (whatever date).

In the meantime, if you have intolerable symptoms you think are related to hormonal treatment you can safely stop it whenever you like; note that sometimes this may result in a withdrawal bleed.

If you have significant symptoms or concerns you may well require examination, so please visit a local doctor as soon as possible.

WHEN PATIENTS KEEPS ON ASKING MEDICAL QUESTIONS THROUGH EMAIL OR CHAT

For medico-legal reasons the doctors are unable to give clinical advice by email, it would be best if you can book a short 10-minute appointment with (doctor) to discuss. Her next available short appointment is on (date and time).

Please let me know if this works for you. I can only reserve this schedule within 24 hours.

PAYMENT FOLLOW UP

Hello (name), I hope you are well.

Just a friendly reminder that payment for your appointment on (date) at (time) with (doctor) is still outstanding and is required prior to your session.

Our doctors’ book out quickly, so to ensure that your appointment is secured, we would appreciate payment of your invoice. If we do not receive payment within 24 hours, we can no longer secure your appointment. If you want to pay over the phone you can call us at (02) 6179 8724.

If you have difficulty paying upfront due to financial circumstances please phone our friendly admin team to discuss other payment options.

Please note that we will process your Medicare rebate once you have completed your appointment so out of pocket expense will be minimized. I have attached your invoice below.

Warm regards,

FOR PATIENTS WHO CONTACT US THINKING THEY ARE HAVING AN INTOLERABLE SIDE EFFECT TO THEIR HORMONAL TREATMENT, PLEASE REPLY WITH THIS AND BCC THEIR TREATING DOCTOR

It is not uncommon to have some minor side effects from hormonal treatment, which may subside as your body adjusts to the treatment. If you are experiencing intolerable symptoms which you think are related to your hormonal treatment you can stop taking it at any time and book the earliest available Review appointment with the doctor who prescribed it. Note that some patients may experience a “withdrawal bleed” when they stop their treatment. If you experience very worrying, severe or distressing symptoms you should always see a local doctor in person as soon as possible.

IF PATIENT INSIST TO TALK TO THEIR DOCTOR WHEN THEY ARE NOT AVAILABLE

(Doctor) is a specialist menopause doctor and works for Wellfemme on (working day). She has other work commitments outside of Wellfemme on the other days of the week.

If you are experiencing side effects from your medication it is safe to stop it at any stage. You may experience some bleeding if you stop your hormone treatment, but this is completely normal, and will settle. If your concerns are more urgent, please see your own GP.

(Doctor) will fit you in for a short appointment as soon as possible in her next few working days to discuss your concerns.

TAKE ME OFF OF YOUR MAILING LIST

Hi xx. Apologies if our email was unwelcome. It did not come from a commercial mailing list, but was a direct message to women who have engaged with our online booking system in case they are requiring prescriptions from us in the near future.

We have now deleted the patient file that was created when you engaged with our booking system in the past, and you should not receive further messages unless you book an appointment.

REVIEW REMINDER

It has been a few months since your last appointment with (Doctor) and your medication is due for review. Could you please book a Review (20 minute appointment) with (Doctor) at your convenience by clicking this link and selecting “Review” appointment: https://wellfemme.com.au/how-to-book-a-wellfemme-consultation/

It is important to select the "Review" appointment type (not a short/script appointment) so you receive the revised symptom score link beforehand, and we have enough time to fully assess how your treatment is going. Please also ensure that you book your Review with the same doctor who started your treatment.

Regards,

I'M WONDERING IF ANY OF YOUR DRS ARE ACROSS THE HORMONAL ASPECTS OF ADHD AND HOW THEY INTERACT WITH PERI-MENOPAUSE AND MRT?

All our doctors are GPs, so they manage a wide spectrum of common conditions including ADHD. We consider their symptoms in context of all their medications, medication conditions and stage of the Menopausal transition.

We take a very holistic approach, and all is taken into account.

If Doctor require an appointment before renewing patient's scripts.

Hi (patient),

(doctor) has requested a review appointment with you so she can renew your scripts appropriately. I can see she has an appointment available on (date and time), will this be suitable?

I will reserve this spot for you for 24 hours, if you could kindly respond when you get this, I can confirm the appointment.

Booked an appointment via email - invoice was sent

As requested, you are now booked for a (appointment type) appointment on (date) at (time) with (doctor). You will receive a separate email shortly with a link to pay your invoice, payment is required to secure your appointment.

Please contact us if you have any questions.

If Patient asking for new script but still have repeats

As per checking, we can see that you still have repeats left on your previous script. With that said, please see the attached file for your evidence of prescription. You can present the QR codes in the file to the chemist to get your remaining repeats.

We hope this helps. Please let us know if you have further questions or concerns. Thank you.

FT confirmation

This is to remind you that you have a Free Trial 10-minute consultation on 29-Nov-2022 at 5:55 pm (Sydney Time) with Dr.Anna Alderton.

Kindly confirm your attendance by responding to this email.

We have very high demand for these appointments that is why we needed to make sure that all patient who booked for a Free Trial will show up.

We will wait for your response within 24 hours. Thank you.

If Client is complaining about the processing fee

Hi Sara,

I tried to call you this morning but couldn't reach you so wanted to follow up with an email.

I understand you made an online booking with Dr Kelly Teagle but did not realise you were going to be charged a fee for paying through our booking site?

I sincerely apologise that you were not aware of the fee that's included when you pay for your consultation. We do our best to be upfront and honest about all our fees and charges and have this information on both our booking page and our terms and conditions page of our website.

There is also a terms and conditions box that you need to select before you can complete your booking (with a link to our terms and conditions page).

We only have this fee (which goes to our software provider) so we can have a smooth and seamless booking system that patients can use with ease.

In future, to avoid this fee, please feel free to call and book with us over the phone. We can then send you an invoice so you can pay via bank transfer.

https://wellfemme.com.au/how-to-book-a-wellfemme-consultation/
https://wellfemme.com.au/wellfemme-bookings-terms-and-conditions/

If Patient complaining about the questions in the Intake form or revised menopause symptoms score

We acknowledge that the Menopause Symptom Score is an imperfect tool which does not ask about all areas of menopausal symptoms, and also includes questions which may not be relevant to all women. We use it because it is a standard questionnaire used internationally that menopause doctors immediately recognise and understand.

Please answer “zero” to any questions which do not apply to you and feel free to discuss in more detail with your doctor during your appointment.