SCENARIOS AND SOLUTIONS

1. Check the prescriptions sent on their Halaxy profile.

2. Inform them as to when and where it was sent.

   • If via email, ask them to check their Junk/Spam folders to locate the email. And ask them to add [email protected] to their safe senders list in their email platform.

   • If via mobile, confirm their phone number and check message history.

3. If still they could not find the email or script, ask for a different email address or phone number before resending.

1. Check if the appointment was booked successfully.

   • If booked, confirm her email address on file. 

     • If the email is correct, ask the patient to check the Spam / Junk mail folder. Sometimes email account are rejecting some emails coming from Halaxy system.

     • Ask for a new email address if not resolved.

   • If no appointment was booked, that means the patient did not reach the payment section of the booking process.

     • Check if her preferred schedule is still available.

       • If available, book it for her.

       • If not, look for another schedule that suits her preferences.

1. Check if the patient had a 20 minute Review with a WellFemme doctor in the past 9 months.

   • If yes, send her the link: https://wellfemme.com.au/escript-requests/

     • Ask her to fill it out.

   • If not, inform the patient that she needs to book a review appointment to obtain a script.

NOTE: You have 2 options

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1. You can fill out the form for the patient while she is with you on the phone: https://wellfemme.com.au/escript-requests/ and process the e-Script request.

2. You inform her that you will send the form via email then ask her to fill it out.

1. Check if the patient had a consultation with Dr. Kelly before.

   • If yes, you ask the patient to request her Medical notes to be transferred to WellFemme. Send her a copy of the Transfer Form and send her instructions.

   • If not, inform her that Dr. Kelly is not accepting New Patients as of the moment, then offer a schedule with other WellFemme doctors.

   • If a new patient insists on seeing Dr. Kelly, she needs to submit a detailed referral letter from her GP.

1. Inform the patient that she needs to request Annie Lim’s practice to transfer her Medical notes to WellFemme. Give a copy of the form and instructions.

2. As soon as we have the Medical notes, book her a review appointment with Dr. Kelly Teagle. (note that you can reserve a spot for the patient while waiting for the medical notes to be transferred)

1. Check with Tara to see if she received payment via Direct Deposit.

   • If yes, update the patient's invoice and send her a confirmation email.

     • Don’t forget to update the unpaid invoices spreadsheet to give a heads up to the team.

   • If not, send the patient a follow up email.

     • The next day check if the patient paid.

       • If yes, update the unpaid invoices spreadsheet to give a heads up to the team.

       • If not, call the patient and follow up.

NOTE: make sure that the patient has paid before her session, if not, inform the doctor ahead that the patient did not pay yet for her appointment.

Check “Clinical Notes” and look for ORDER TEST. Check if this was sent by the doctor.

1. If successfully sent, call/email the patient to assist her look for the Order test sent to her email.

2. If none, forward the patient's request to the doctor.

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

1. Open the patient's profile

   • Go to appointments tab then click on the schedule

   • Click on the x icon at the right side of the screen

     • Make sure to choose “Just this appointment” so that other appointments will not be affected.

   • Check if appointment is paid-in-full or NOT

     • If paid-in-full, ask the patient if she prefer to deposit her payment for future bookings

       • If the patient prefers to be refunded, process the refund.

     • If not paid yet, no further action needed.

     • *Remember to click on the cancelled appointment in the schedule and drag it over to a “greyed out area”. This will allow you to create a new bookable appointment in place of the cancelled one and still be able to view the cancelled appointment.​

2. Email patients on all the processes you did. 

1. Do a search using their first name and DOB (in case they have a different surname).

2. If we definitely have no file for them, phone the pathology lab and advise that they are not our patients. It may be one of the doctor’s patients from a different practice sent to us by mistake, so they will need to send it there.

1. Merge the two invoices to retain the payment and Clinical notes for the same appointment for the client.

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2. With the invoice containing the appointment payment:
Select the trashcan corresponding to the fee.
Select the option move charge to another invoice.
Select the Unpaid invoice radio button.
Select the invoice linked to the appointment.
Submit/Save

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3. With the invoice linked to the appointment that now has two fees:
Select the trashcan that corresponds to the first listed fee.
Select the option Delete the fee from the invoice.
Submit/Save

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4. The appointment without an invoice can be deleted from the calendar.

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5. The remaining invoice should now be linked to the correct appointment containing both the invoice payment and clinical notes.

1. Cancel exsisting appointment
a. If Paid - deposit payment to patient's profile
2. Create a new appointment on preferred date and time
a. If paid - apply the deposited amount from previous payment

(This is done to make sure Coviu link will work)