Practice Policies

We require a minimum of 24 hours’ notice for all clinic appointment cancellations and 48 hours for all home visit appointments.

Cancellations without notice within this time frame or failure to attend appointments will result in a fail to attend fee that is 80% of the full consultation cost.

If you need to cancel your appointment, please call the clinic on 95553044. If the clinic is closed, please leave a voice message on the answering machine. You can also log in to our online booking portal at www.highettpodiatry, to cancel or change your appointment.

Late Arrivals

Our podiatrists like to see our patients on time and deliver quality service over a full allocation of consultation time. We know our patient’s time outside medical appointments is precious and they greatly appreciate us for seeing them on time, just as much as we appreciate you being on time for your appointment.

If you are more than 10 minutes late to your appointment, we may have to ask you to reschedule, so as not to inconvenience other patients.

Full payment is requested at the time of consultation. Please request a payment plan agreement if this is not possible for you.

Payment can be made via cash, cheque, EFTPOS, or Credit Card. We also have HICAPS on site, so please make sure you bring in your private health insurance card so we can instantly process your health insurance claim on the spot.

Patients who fail to attend their podiatry appointment constantly frustrate any business. It costs us money and time, as it prevents our podiatrist from seeing another patient on our waiting list.

If you fail to attend your appointment, a cancellation fee may be issued, 80% of your consultation cost.

Appointments

All appointments can be made, cancelled or rescheduled via telephone or online via our booking system.

Email or SMS should not be used for this purpose as they cannot always guarantee delivery of your message.

Telephone Calls

Our podiatrists are available by telephone to answer patient inquiries. All calls will be answered first by the reception team and processed accordingly, so as not to disturb a consultation.

All calls from GP and other health providers that relate to mutual patients will be put straight through to the podiatrist for an immediate response.

NB. If a patient’s telephone inquiry relates to treatment but not to recent treatment, they may be advised to make an appointment with the podiatrist to answer the treatment inquiry best.

Email

Highett Podiatry can be contacted via reception@highettpodiatry.com.au, which patients can use to send through simple communication. The reception team will let all emails received in a reply and then forward them to the right person. We want you to know that we aim to respond to all email inquiries within one business day of receipt. All relevant patient emails related to treatment will be stored in the patient’s record.

Sometimes, a podiatrist may email a patient for treatment with their consent, e.g., response to a query, referral letter, information handout, etc.

While we try to keep your information secure, we want to remind our patients that electronic communications can potentially be compromised and accessed by persons outside of our practice, so patients communicating with Highett Podiatry via email do at their own risk.

The practice uses an email disclaimer notice on all outgoing emails that are affiliated with the practice:

“Private and Confidential – This email transmission is strictly confidential and intended solely for the person or organisation it addresses. It may contain privileged and confidential information, and if you are not the intended recipient, you must not copy, distribute or take any action in reliance on it. If you have received this email in error, please delete it, then notify us at 95553044 or reception@highettpodiatry as soon as possible.”

SMS

Highett Podiatry will use SMS communication:

• to send appointment reminders
• to send appointment recalls
• to communicate important clinic information
• to communicate special treatment offers that directly relate to the patient’s’ treatment

Please speak to our reception staff if a patient wishes to opt out of any SMS communication.

Highett Podiatry has zero tolerance for violent and abusive patients. Any violent, aggressive or abusive patient will be refused treatment and requested to leave the practice immediately. This may also result in them being permanently removed from the practice register.

Regarding physical violence, or where our staff feel that behaviour may escalate to physical violence, police will be called immediately.

Highett Podiatry wishes to provide a safe environment for our patients and staff during the COVID-19 pandemic.

You’ll need to read and be aware of our strict policy, as this may affect your appointment.

This policy changes and is updated regularly in line with the latest government restrictions.

You can visit our coronavirus policy page for the latest policy and other important information.

Face Mask Policy – Fitted Face Masks Are Still Encouraged.

Please do not attend your appointment if you have any symptoms of Covid-19.

Highett Podiatry ensures that all podiatrists are at all times:

• Are currently registered with AHPRA.
• have no criminal history.
• are police checked.
• Are fully vaccinated for Covid and are up to date with their annual Flu Vaccination.
• Healthy and free of sickness or disease when visiting patients in their homes.
• Fully licensed to drive our company cars.
• Ensure that the home environment is set to the highest of infection control standards as deemed possible by the podiatrist.
• Aim to arrive with in 30 mins of the appointment time scheduled.
• Ensure that the patient records and information remain secure.