First Things First: Office Policies For Your Consideration

Feb
14
2011
by Tamara Suttle

I mentioned in a previous post that one Image of Business Man Depressed by Paperworof the things you can do when you don’t yet have all the clients that you want is to get your office policies in order.  What I meant to say is . . . whatever you do . . . don’t think of waiting until your first client walks in the door to begin thinking about your office policies and procedures. Do it now!

Here’s a few things to consider concerning your own policies. . . .

  • Inclement Weather
    • How will clients learn about office closures and appointment cancellations during bad weather?
  • Client – Therapist Relationship
    • What, if any, gifts will you accept from clients?
    • How will you handle running into clients at social events or in public?
    • What, if any, and where is client-initiated contact permitted between sessions?
    • What do you want to say about dual relationships?
  • Plans for Your Own Incapacity or Death
  • Record Management

Remember, your regulating bodies, state and national laws, and your professional organizations’ codes of ethics will impact all of your office policies.  Once you get them hammered out, you need to decide how you want to present this information to your clients.  (I choose to include them as part of my disclosure statement.You may choose to present it this way or as an entirely different document.)

I’m thinking that this is a good list to get you started. Are there other things that you think should be included here?  If so, leave me a comment to let me know!

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Filed under: Client Record, Clinical Supervision | Consultation, Insurance | Managed Care, Money Matters, Risk Management, Time, To-Do's, Writing | Publishing Tagged with , , , , , , , , , , , , ,
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Do’s And Don’ts For Calling Your Clients

Nov
22
2010
by Tamara Suttle

If you are new to private practice, you may not even know that there are “right” and “wrong” ways to telephone your client.Istock Image of Natasha Business 064

The Do’s

  • Get your client’s permission to call her.  Don’t just assume it’s OK to do so.
  • Ask where your client prefers to be called.  On her cell phone?  At home? Work?
  • Ask where your client does not want to be called. At home because of an abusive partner?  At work because she will get in trouble?
  • Verify who you are talking to.  It may or may not be your client.
  • Ask if there is anywhere you can leave a message on voice mail? Remind her that voice mail is not 100% secure – at home family members may have access, at work employers may have access, etc
  • When returning phone calls, ask how early / late you can call.
  • Turn down or turn off the volume of your own answering machine so that others cannot hear the messages you have received.  Better yet, listen to them in private.
  • If someone other than your client answers the phone, do not identify yourself or leave a message unless you have written permission from your client to do so.
  • Always ask “Is this a good time to call?”
  • Use a land line to make your phone calls.  They are much more secure than cordless and cell phones that put .

The Don’ts

  • Don’t call your client by name if you are in a public setting.  This includes the front of your office if other clients or colleagues are present.
  • Don’t call without your client’s permission.
  • Don’t allow / encourage clients to call between appointments for non-emergencies and non-logistical issues.  This is about helping your client learn about appropriate boundaries and also protecting your off-the-clock time.
  • Don’t leave detailed personal information about your client on voice mail.
  • Do not give others access to your voice mail code that allows you to receive messages.

Is there anything here that you didn’t know?  Did I leave anything out?  If so, let’s chat!

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How To End Your Relationship With Insurance Panels – Part 2

Sep
23
2010
by Tamara Suttle

(This is the second of a two-part post on terminating your
relationship with insurance and managed care companies.
The first part begins here.)

On Monday, I talked to you about the importance of knowing what you have agreed to in your contracts with insurance and managed care companies  before Image of Crumpled Insurance Appyou begin termination of your professional relationships with them.  Assuming that you have taken those legal commitments into consideration and you still want to terminate those professional relationships, here are the things that you need to do:

  • Revise your disclosure statement. You need to make sure that you revise all written documents related to this new policy change concerning fee collection.
  • Take into consideration possible exceptions to this new policy. It is possible that you will have some clients who are unable or unwilling to pay your full fee at the time services are rendered. Take time now to consider how you will handle their concerns. Will you be able to offer a reduced fee? Indefinitely? Will you try to wrap up your clinical work early? Or, will you try to transition the client to another equally qualified therapist?  . What you cannot do is simply terminate a clinical relationship because you’ve changed your expectations for payment of fees mid-clinical work with disregard for your clients’ needs.
  • Let your clients know in writing the specific date that you intend to end your professional relationship with a specific insurance company. They may want to squeeze in one more session.  I typically give 30-90 days notice in advance of any fee or billing changes.  Think about it.  Many of us wig out about money matters.  Your clients are no exception.  By giving them as much advanced notice as possible, you are giving your clients time to re-prioritize their finances and make new arrangements for covering their expenses.
  • Initiate a conversation (or two) with your clients about this anticipated change and what they can expect. In addition to financial concerns, this may also bring up other concerns that need to be dealt with in the office – fears of abandonment, concerns for your own welfare, guilt for having stood you up in the past, etc.
  • Let your clients know how that will affect them. I provide receipts for all professional services and expect full payment at the time services are rendered.  On occasion, I will accept a post-dated check and am always willing to discuss my clients’ financial difficulties / concerns.  I will not interact directly with an insurance company concerning clients’ reimbursement but will happily coach a client on what to say and how to increase cooperation from their insurance / managed care company.
  • Make sure your client understands. This is about informed consent.  Make sure that your client knows when your relationship with his / her insurance | managed care company will end, how that will affect your client, and how you will handle fee collection and money matters at that point.
  • Have your client sign a revised disclosure statement. Make sure that your statement includes when  you discussed this policy change, that your client understands the new expectations, and that s/he agrees to this new policy.

It’s that easy.  And, once you’ve done it, drop back in here to let us know.  I’ll be glad to celebrate with you!

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Filed under: Client Record, Insurance | Managed Care, Money Matters, Risk Management, Stress Busters, Time, To-Do's, Writing | Publishing Tagged with , , , , , , , , ,
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“Yes, But . . .” And Just A Little Venting

Jul
8
2010
by Tamara Suttle

I’m not really sure how well this post is going to over with you guys but I just want to vent . . . .Image of Bad Hair Day

I went to lunch this week with a colleague who has just recently ventured into private practice and, truthfully, he’s having a really hard time getting that first client.  You can relate, right?  You either are right there with him starting your own practice or you remember when you were back there hustling trying to get that phone to ring.  It’s a hurdle for all of us to get that first warm body in the office . . . and it feels like it’s never going to happen . . . until it does.

So Jason and I are dining in this great little Japanese restaurant and the conversation goes like this . . . .

Jason:  I’m starving to death!  I still don’t have a client yet.  And, I don’t know what to do!

Me:  What have you tried?

Jason:  Well, I’ve sent out my business cards and brochures to treatment facilities and I’m showing up at networking events every month.  I’ve been meeting therapists and community providers.  I’m reading books on marketing and how to get clients.  I’ve joined the Board of a local non-profit and I’m offering my services at a reduced rate.

Me:  Wow! That sounds like a lot of work!  Are you getting any referrals?  Are clients finding you?

Jason:  Oh, sure!  I’m getting 4 – 5  phone calls from potential clients each week but not one is making an appointment.

Me:  (So I have a hunch that one of the things that Jason is doing is keeping The Secret That You Absolutely Must Tell.)  So Jason, it sounds like your referral sources don’t really understand who you want to work with.  They are sending you unqualified referrals.

Jason:  Oh, no!  They know exactly who I work with!  I’ve been very clear that I work with XYZ.  It’s on my brochures and my business cards and that’s exactly how I introduce myself when I’m networking.

Me: Well, then, let’s look at how the conversation goes on the phone.  What do you say when your potential client calls?

Jason:  Oh, I’m very personable!  You know me . . . I can talk to anybody!  I tell them what my credentials are and what I offer – individual therapy for XYZ.  Then I ask them if they have any questions and if they want to book an appointment.

Me:  OK, Jason, so those are important things to cover but there might be a better way to cover them.  What I’ve found to be useful is . . . . (This is where I’m telling him about my 98% conversion rate to booked appointments and what my process is.)

Jason:  (And, THIS is the response I got.)  Yes, but . . . that takes up too much of my time to go through all of that and anyway, it’s all in my disclosure statement. . . . Anyway, I’m really great at marketing but I’m not getting any appointments booked. Blah, blah, blah.

Well, Jason says that he knows all about marketing but I’m not so sure he knows much about how to make a sale.  After all, if he did, he would be speaking the language of his potential clients, booking appointments with them, and seeing clients in his private practice.  Instead, he’s busy telling me how much he knows about marketing.  He’s not interested in learning how successful therapists do those things.  And, I’m not interested in telling him.

There!  I’ve said it! And, I’m feeling better already!

Back in May I wrote a post telling you The Secret that You Absolutely Must Tell.  So today, I’m telling you that it’s also important to tell who you absolutely do not want to work with. 

For me, that’s Yes-Butters!  So, I’m wondering who is it for you that you absolutely do NOT want to work with?


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What Is Your Cancellation Policy?

Oct
19
2009
by Tamara Suttle

Have you given any thought to your cancellation policy?  If not, you should. Cancellation policies provide clarity for your clients and reinforce professional courtesy and boundaries for you.

It is common for mental health professionals to require a 24-48 hour notice for clients to cancel a scheduled appointment.  Under such a policy, the client who fails to give appropriate notice for canceling an appointment typically pays the therapist’s usual and customary fee.  Therapists who implement this type of policy often stipulate exceptions for emergencies and illness.

Cancelled by Paul G.

"Cancelled" by Paul G.

My cancellation policy reads as follows:  “  A cancelled appointment delays our work.  When you must cancel, please give me at least 24 hours notice.  I am rarely able to fill a cancelled session unless I know at least 24 hours in advance.  In you are unable to provide at least 24 hours notice when you cancel, you will be charged the full fee for your session unless I am able to fill it with another client.  (You should note that insurance companies do not typically reimburse for missed appointments.)  The only time I will waive this fee is in the event of serious or contagious illness or emergency.”

Should you decide to implement a cancellation policy in your practice, make sure that you include it in your written statement of disclosure.

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