Respect & Trust Policy
Trust, respect and responsibility are the foundation of quality care in the relationship between a patient and their doctor.
When parents consent to enter into this relationship, they will be consenting to your provider’s formal policy, which requires polite and respectful engagement with them, the staff of Prosper Paediatrics, and other providers in practice associated with us.
Your provider’s policies and procedures are closely linked to the high-quality yet affordable services they seek to provide and their commitment to patient care. Your provider has engaged Prosper Paediatrics to support their practice and to engage with patients and their families, on their behalf, with consistency, accuracy, respect and care regarding administrative, reception, and billing services. The provision of private paediatric specialist healthcare involves significant complexity.
We understand that families may sometimes feel stressed, frustrated, confused, or upset.
Your provider asks that families choose and strive to:
Act with respect and forbearance when they do not understand their policies or procedures;
Avoid arguing with or pressuring staff in any way to depart from policies and procedures or practice, Medicare or other legal requirements;
Respect staff time constraints;
First, refer to written advice or information in emails, handouts or on the website to clarify questions and concerns and use any online forms that are applicable;
Trust that we are doing the best we can.;
Trust that we are experienced in the provision of paediatric health care or the associated administrative care;
Trust that we know and comply with the various laws applicable to specialist paediatric healthcare practice;
Trust that we err on the side of generosity;
Trust that we prioritise the well-being of the children who are patients;
Trust that we put a high priority on good outcomes and experience of your provider’s care;
Master their emotions if they become upset.
Exercise good faith and tolerance towards staff regarding any minor or unintended departure from their perfect composure, any mistakes or uncertainty, a perceived clumsy choice of words, any need to refer to a manager or to check on a matter, difficulty with complex matters, tiredness, or when they need to take a deep breath or may sigh when managing their stress levels or collecting their thoughts.
Be responsible for working with us, in accordance with our policies and procedures, or clinical protocols, to achieve the best outcomes for their child.
Entering into a relationship with your provider means consenting to take responsibility for avoiding behaviours that may intimidate, harass, upset, frighten, coerce, distress, or harm the provider, Prosper Paediatrics staff, or harm the business or reputation of Prosper Paediatrics or any of its associated providers or their sole practices.
We ask that parents not make unreasonable demands on staff as they work to administer your provider’s practice and care for you and other families.
We ask that families accept and understand that their provider manages their time carefully and responsibly in accordance with the standards of their profession and that they rightfully require remuneration for their services and coverage of practice costs.
Parents will consent to and undertake to ensure prompt, proper and full payment when invoiced for requested services.
Parents will agree to refrain from requesting clinical consulting services outside of agreed-upon appointments within their provider's regular clinic hours.
Parents will also consent to the prompt, honest and appropriate provision of information required for the conduct of their joint responsibility for their child's care.
Feedback and continuous improvement
We always welcome feedback from families about their experiences with our policies, procedures, or particular encounters. Parents or guardians should raise any concerns directly with Prosper Paediatrics management rather than publishing complaints on social media, such as Google or other review platforms. Prosper is happy to address, resolve, remedy and learn from complaints where reasonably possible.
Where concerns relate specifically to your provider, Prosper’s management will endeavour to explain your concerns to them. Prosper Paediatrics may then assist them in addressing the matter, address the concerns on their behalf or hand the matter over to your Provider to resolve. Prosper Paediatrics does not employ or direct providers practising in association with us.
Your provider aims for continuous improvement in clinical care, and we aim for continuous improvement in the general administrative care of families provided on behalf of your provider, wherever possible.