It is very disheartening to see this parents concern We take great pride in providing great services to our clients I will address each issue identified.Clinic cleanliness– We have strict cleaning policies and procedures with our equipment and toys being cleaned and disinfected on a regular schedule Our clinic managers keep logs of the completed task lists Attendance policy –We provide our attendance policy to families at the start of therapyThis information is reviewed with the parent, they are required to initial receipt of the information and we also provide a parent handbook to all families These documents are available in print at the clinic and on our website (http://mosaicrehab.com/forms/bellevue/Policies_and_procedures_2014_Update.pdf) The policy reads: ATTENDANCE: In order for your child to receive the maximum benefit from therapy services, it is important that you attempt to keep all scheduled appointmentsWe understand that there may be times that attendance is not possible (illness, family emergency)However, your child must attend at least 80% of their scheduled therapy sessions over a three month period (10/sessions) or risk being removed from the scheduleSome insurance companies may deny all sessions if they show a pattern of poor attendance on the basis that the services are not medically necessary if missing sessions is not having a negative impact on the childIf you miss a scheduled appointment please work with the front office to schedule make up session on subsequent weeksPlease be mindful of this when scheduling vacations and other appointmentsIf your child is removed they will be placed on an on-call list, you may then call at the beginning of each week to schedule an appointment where a therapist has a cancellation on her schedule Illness: If you, your child or one of their siblings is sick or has a fever please do not bring them to the clinicIf your child has experienced vomiting, diarrhea or any infectious commutable conditions please make certain they have been symptom free for at least hours before bringing them to the clinic or resuming therapyException to the cancellation policy may be made in instances of emergency or illness Cancellations: In the event that your child is ill or if there is a family emergency, please call us as soon as you are able to do so‘Late Cancellations’ (cancellations LESS than hours prior to the scheduled therapy visit) are costly to our office and will be assessed and a fee will be charged directly to the patient depending on the services that are missedYou are encouraged to reschedule your therapy appointments This family had three children receiving services at our clinic For the three months preceding our notification to switch to on call scheduling their attendance at scheduled sessions was 67%, 79% and 56%Overall they attended 71% (96/135) of scheduled appointments In addition late arrivals were noted in the accounts on four occasions MOSAIC also sent out attendance letters to the family as we noted that their attendance levels were slipping We work very hard to be sure that our families are informed of our policies If a family cannot make the commitment to the schedule then we still offer services, however, we set the clients up with on-call scheduling In this manner we can still provide services as they are able to attend but we aren’t negatively impacting the treating therapist or the business with spots that are held open when other children could be seen In an effort to help this family not only did we offer this at the facility they were already scheduled at, we also offered services at our second facility in Issaquah.No Show Fees – MOSAIC did charge this family no show feesThe staff at the front desk kept notations of the cancellations – they clients were scheduled on three days on the week in question They called and cancelled for the first day, the parent told staff that her sister (the children’s aunt) would be bringingthe children to their appointments the next day That did not happen The mother then brought the children to the appointments at the end of the week In her statement the parent says that she had cancelled for the entire week – but this is not true, if so then she would have not have attended the sessions on the Friday In reviewing the charts for these children I do not see any notations of being ‘medically fragile’ Regardless, a diagnosis of being medically fragile would not change the attendance policy – in cases where a child has this diagnosis we will work with the family to find in home care or other service ifthey are not able to be seen in our clinicOverall, we feel that we worked very hard to try and provide services to this family, and we would continue to provide services on an on-call schedule It is obvious that this parent cares deeply but her children and is trying to do everything she can to get them the best possible care We will make an exception and waive the no-show feesShould you have any further questions or need clarification please feel free to contact me at any time
It is very disheartening to see this parents concern We take great pride in providing great services to our clients I will address each issue identified.Clinic cleanliness– We have strict cleaning policies and procedures with our equipment and toys being cleaned and disinfected on a regular schedule Our clinic managers keep logs of the completed task lists Attendance policy –We provide our attendance policy to families at the start of therapyThis information is reviewed with the parent, they are required to initial receipt of the information and we also provide a parent handbook to all families These documents are available in print at the clinic and on our website (http://mosaicrehab.com/forms/bellevue/Policies_and_procedures_2014_Update.pdf) The policy reads: ATTENDANCE: In order for your child to receive the maximum benefit from therapy services, it is important that you attempt to keep all scheduled appointmentsWe understand that there may be times that attendance is not possible (illness, family emergency)However, your child must attend at least 80% of their scheduled therapy sessions over a three month period (10/sessions) or risk being removed from the scheduleSome insurance companies may deny all sessions if they show a pattern of poor attendance on the basis that the services are not medically necessary if missing sessions is not having a negative impact on the childIf you miss a scheduled appointment please work with the front office to schedule make up session on subsequent weeksPlease be mindful of this when scheduling vacations and other appointmentsIf your child is removed they will be placed on an on-call list, you may then call at the beginning of each week to schedule an appointment where a therapist has a cancellation on her schedule Illness: If you, your child or one of their siblings is sick or has a fever please do not bring them to the clinicIf your child has experienced vomiting, diarrhea or any infectious commutable conditions please make certain they have been symptom free for at least hours before bringing them to the clinic or resuming therapyException to the cancellation policy may be made in instances of emergency or illness Cancellations: In the event that your child is ill or if there is a family emergency, please call us as soon as you are able to do so‘Late Cancellations’ (cancellations LESS than hours prior to the scheduled therapy visit) are costly to our office and will be assessed and a fee will be charged directly to the patient depending on the services that are missedYou are encouraged to reschedule your therapy appointments This family had three children receiving services at our clinic For the three months preceding our notification to switch to on call scheduling their attendance at scheduled sessions was 67%, 79% and 56%Overall they attended 71% (96/135) of scheduled appointments In addition late arrivals were noted in the accounts on four occasions MOSAIC also sent out attendance letters to the family as we noted that their attendance levels were slipping We work very hard to be sure that our families are informed of our policies If a family cannot make the commitment to the schedule then we still offer services, however, we set the clients up with on-call scheduling In this manner we can still provide services as they are able to attend but we aren’t negatively impacting the treating therapist or the business with spots that are held open when other children could be seen In an effort to help this family not only did we offer this at the facility they were already scheduled at, we also offered services at our second facility in Issaquah.No Show Fees – MOSAIC did charge this family no show feesThe staff at the front desk kept notations of the cancellations – they clients were scheduled on three days on the week in question They called and cancelled for the first day, the parent told staff that her sister (the children’s aunt) would be bringingthe children to their appointments the next day That did not happen The mother then brought the children to the appointments at the end of the week In her statement the parent says that she had cancelled for the entire week – but this is not true, if so then she would have not have attended the sessions on the Friday In reviewing the charts for these children I do not see any notations of being ‘medically fragile’ Regardless, a diagnosis of being medically fragile would not change the attendance policy – in cases where a child has this diagnosis we will work with the family to find in home care or other service ifthey are not able to be seen in our clinicOverall, we feel that we worked very hard to try and provide services to this family, and we would continue to provide services on an on-call schedule It is obvious that this parent cares deeply but her children and is trying to do everything she can to get them the best possible care We will make an exception and waive the no-show feesShould you have any further questions or need clarification please feel free to contact me at any time