Wellnation Clinics Orientation for Students, Semester 1 2017

www.wellnationclinics.com.au

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Welcome to Wellnation ClinicContent

• Contact hours

• What’s New

• Marketing (7 slides)

• Career Opportunities

• LMS

• Wellnation NEXT

• Reception

• Dispensary

• Professional Attire

• Food & Drinks

• Punctuality/Time Management

• Prescriptions & Treatment Plans

• Herbs and Compounding

• WHS

• Equipment & Resources

• Client Records

• Confidentiality

• Infection Control (2 slides)

• Summary

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What’s New in Clinic

• Reorganised filing cabinets

• We have some new products in dispensary and have extended the Over the Counter product range

• Taking care of our planet – Wellnation Clinic Jute Bags

• Updated Fees - Split pricing for Initial/Follow-upNAT and NUT consults – now $20/$15

(4 pack pricing still based on follow-up prices)

• Standard ACU consultations now $25

• Endeavour Student pricing for Myo/MST/Remedial and Relaxation now $20

• Dispensary Starter Kits available for NAT/NUT graduating students

• Wellnation-branded Acupuncture needles and high-visibility Myotherapy dry needles (coming early Sem 1 2017)

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Key Marketing Activities for 2017Seasonal Clinic Promotions (Fresh Start; Nutrition Restart; Inner Spring etc)

Monthly eDM’s to database (approx. 15K nationally)

OTC Range Catalogue

Social Media promotions

VIP Program – Driving increase in client forward bookings

Wellness Passport $20 for 2 and $50 for 5 (events and special promotions periods)

Foundations:

Wellnation Clinics Business Cards

Refer a Friend Vouchers

Cross Modality Referral Vouchers

www.wellnationclinics.com.au

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Autumn Nutrition Promo Launching Mon 27th February 2017 (to end May)

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Clinic 2017 Marketing Planner

Marketing & BrandingWhat our Clinic Managers and Clinic Services Coordinators are doing

for you locally:

• Collate content for Newsletters to current database (Important to

ensure that Database is accurate)

• Attending EXPOs/events.

• Using new reporting from within the Wellnation system to recognise

areas that require more marketing.

• New look www.wellnationclinics.com.au with more efficient online

booking system

• Social media platform (facebook/instagram/sms etc)

• Self-Marketing Brochure

• Monthly in-clinic promos and Discipline-specific offers

• Contribute/write a Blog/article for the monthly Clinic Newsletter

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Self-Marketing What Students are expected to do:

• Self-market using:

• Wellnation Clinic Business Cards

• Endeavour approved thumbnails (available via LMS)

• Wellnation Clinic brochures and branded vouchers

• Promote the Wellnation Clinics and attract own clientele.

• Offer clients to rebook at the end of every consultation.

• Encouraging clients to buy 4 packs or other current promotions

= guaranteed bookings!

• Quiet clinics ideal for workshopping marketing strategies and cross-modality team building

• Follow up Courtesy Client Calls

The easiest client to find is the return client.

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Facebook Links

• National facebook.com/wellnationclinics/

• Adelaide facebook.com/endeavourcollege.adelaide

• Brisbane facebook.com/endeavourcollege.brisbane

• Gold Coast facebook.com/endeavourcollege.goldcoast

• Melbourne facebook.com/endeavourcollege.melbourne

• Perth facebook.com/endeavourcollege.perth

• Sydney facebook.com/endeavourcollege.sydney

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Our College Ambassadors

MelbourneJustyna Kalka Roberta Nelson

SydneyReece Carter Lola Berry

Brisbane/Gold CoastGeorgia Barnes

AdelaideHayley Richards

PerthLisa Murdoch

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Business websites

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Wellnation Next• New version of Wellnation booking system

• Ability for comprehensive notes, client

communication

• Improved interface, reporting and banking

• Option to enter and approve prescriptions

from within the system, change in

dispensing of herbal liquids

• Foundations for future fully-fledged eHealth

Client Record management – ability to scan

and attach blood results, referral letters etc.https://training-student.wellnationclinics.com.au/#!/sign_in

ReceptionReception and Customer Service is the “make and break”

of any small business.

• Duties include taking telephone calls, bookings, updating

client details, and taking payments.

• Remember when on Reception to take off your

discipline hat and put on your multi- discipline Wellnation

Hat

• Every phone call is your potential client

Cancellation Fee prior to 24hrs = rescheduled at no cost.

• Cancellation Fee within 24hrs = consult fee forfeited.

• No Shows = consult fee forfeited

• Refunds = no for change of mind on product. Only if faulty.

• Rosters- pairing of who is in Reception, Dispensary,

Practitioner Pairs determined in week 1

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Dispensary Duties• Dispensing

• Prescription Registry Records (TGA)

• Record all products sold/dispensed/

spillages/dispensing errors

• Accurate Stock Levels – high/low sellers,

running low, near expiry

• Receipting Stock with batch/expiry

• Assist with Stock Control

• Dispensary Hygiene

• External Scripts

• New and updated OTC/Retail Range (Summer Catalogue)

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Professional Attire• Dress Professionally

– Requirement – laundered, ironed and presentable White Coat / Endeavour Polo

– Closed-toe shoes

– Conservative jewellery and make-up when treating patients

– No jeans, leggings, short skirts/shorts or revealing tops

– Zero tolerance for alcohol and drugs

• Name Badges- Requirement to wear name badges

during the entire clinic session

Note: Working With Children Checks/Blue Cards are State-based (i.e. so need to be from the same State that you are studying in)

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Food and drinks

• Cold drinks including bottled water is OK to have in the clinic/consult

rooms/reception (bottled to reduce spillage)

• Please tidy up consult and presentation rooms at the end of each

consultation/session

Punctuality and Time Management

• Arrive 15 minutes before clinic starts – be

prepared in advance to treat your clients.

• Time Management during a consultation time is

critical for you, your patients and your peers

A happy client is a return client…and a key

source of ongoing referrals!

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Prescriptions and Treatment Plans

• Treatment Plans and Prescriptions will now be written online on the new system.

• These can be edited, saved, emailed and used to create an invoice. We will go through this further with the Wellnation Next Orientation

• There are a certain amount of ipads and computers available in the clinic to use the new system, however feel free to utilise your own device in Clinic for access to Wellnation next, your prescription and treatment plans.

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• Naturopaths - Herbs prices will change, they will be sold by 1ml quantities. This will be automatically calculated when developing your prescription. An invoice will be created from the prescription.

• Eg Siberian Ginseng and Saffron more expensive…

• Compounding is a focus this semester. Embrace this, as amazing results have been reported. It will have similar pricing model to the herbs, with cost based per gram.

• Dried Herbs – Such as Teas are to be sold in 1gm amounts

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Workplace Health & Safety Hazard/Incident/Accident Reporting & Investigation

All incidents, injuries and hazards must be reported to the Clinic

Staff

Familiarize yourself with:

• First Aid boxes, Spill kits and blankets located in Clinics

• Defibrillator location

• Fire exits and emergency procedures/ check lists/Alert

button in Clinic

You may be instructed to evacuate the campus for a variety of

reasons, including:

• Fire/ Bomb threats/Natural Disaster/Chemical or gas

leaks

• Fire Wardens are trained to direct you in an emergency

situation, listen and follow instructions

• Muster point for this campus is situated at “XXXX”

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Clinic Equipment & Resources

• Iridology Camera

• Moxibustion Procedures

• BIA Scales and Software

• Healthquest and Foodzone

• CompoundingWorking With Children Checks/Blue Cards are

State-based (so need to be from the same State

that you are studying in)

Client Records

• Record accurate data (client history, primary presenting

condition/diagnosis and treatment, plan and progress)

• Prepare for new Client files

• Storage - alphabetical by surname only

• Missing Client Files

• Duplicated Client Files

• Pay it Forward – prepare the patient files for the

session immediately following yours (even if it is for a

different modality)

• More detail covered in Filed and Logged training module

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Confidentiality• Government Regulations (Privacy Act and the new National

Privacy Principles, 2014)

• Patient files must remain in the clinic at all times

• Photocopying for academic requirements only must

be de-identified (prefer students use USB to reduce carbon

footprint and associated costs)

• No electronic device copies (smartphone/iPads etc)

• Files locked in cabinets after each session

• Confidentiality of personal information (e.g. telephone

numbers, addresses etc)

• Unethical to see Wellnation clinic clients

privately/charge them – Insurance and liability

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Confidentiality (con’t)

Setting professional boundaries

It is inappropriate to:

• Send texts or emails to clients at any time

• Discuss client cases in public areas (reception, hallways, college lifts etc)

• Post patient file details or medical advice on social

media/blogs/forums etc.

• Take photos of patient files with smart phones/tablets etc

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Infection Control - Standard Precautions

Standard precautions consist of:

• hand hygiene, before and after every episode of patient contact

• the use of personal protective equipment

• the safe use and disposal of sharps;

• routine environmental cleaning;

• reprocessing of reusable medical equipment and instruments

• respiratory hygiene and cough etiquette

• aseptic non-touch technique;

• waste management;

• appropriate handling of linen.

• Standard precautions should be used in the handling of: blood (including dried blood); all other body substances, secretions and excretions

Source: http://www.nhmrc.gov.au/_files_nhmrc/publications/attachments/cd33_complete.pdf

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Infection Control - Transmission-based PrecautionsTransmission-based precautions are applied in addition to standard precautions

Transmission of infectious agents can occur in a

number of ways via indirect or direct contact

transmission

• Droplet transmission

• Airborne transmission

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Hand Hygiene Requirements“Effective hand hygiene is the single most important strategy in preventing

healthcare-associated infections” – Chinese Medicine Board of Australia (CMBA)

• Alcohol-based hand rub is more effective against

microbes than plain soap or antiseptic soap and water.

• However, when hands are visibly soiled and after using

the toilet, they must be washed with soap and water

• Refer to CMBA and NHMRC guidelines for more details

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In summary…

Prior to your clinic session log on to the LMS:

• Clinic Handbook

• NEW Online Reception & Customer Service Training Modules

• Clinic Quiz – on the LMS Clinic Hub

• Updated Reception Manual

• Customer Service Guide

• All other clinic requirements

WE WELCOME YOUR IDEAS, SUGESTIONS AND FEEDBACK!

Wellnation Clinics…be industry-ready

Now you’re ready!

Welcome to Clinic!