Medical Practice Setup and Tele Management Services

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This document is copyrighted by Vixen Holdings Pty Ltd and contains material that is Commercial-In-Confidence. The document is provided for new clients to facilitate the issue to Vixen Holdings Pty Ltd of an order to supply services. The whole, or any part of the document, may not be copied, reproduced, released, transmi�ed or otherwise transferred in any form without the specific wri�en permission of Vixen Holdings Pty Ltd. Copyright 2017.

Ms Nicky Jardine

About Nicky Jardine Health Training & Consul�ng (NJHTC)

Nicky Jardine – Director of NJHTC

Services offered by NJHTC

Tele-Prac�ce Management Services

Delivery of Services

Advantages of Tele-Prac�ce Management for the prac�ce, doctor and staff

Detailed Tele-Prac�ce Management Services

Execu�ve Leadership

Financial Management

Human Resource Management

Facili�es Management and se�ng up new / renova�ng medical prac�ces

Book keeping Services (Op�onal)

Staff Training

Revenue and Item Numbers

Accredita�on

Medico-Legal

Pa�ent Service Training

So�ware and Informa�on Technology Training

Online Prac�ce Manuals using Standard Prac�ce

GP Medical Management/Clinical so�ware

Online Appointment So�ware through Health Engine and Hotdocs

Electronic delivery of Pa�ent Reports and Images

Marke�ng

Building and Managing a Website and App

Pricing

Project Management Fees

Prac�ce Management Fees

Book keeping

Business Plan and searching for proper�es

Tes�monials

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CONTENTS

Nicky Jardine Health Industry Training and Consul�ng (NJHTC) have many years' experience in developing, establishing and managing medical prac�ces throughout Australia. Prac�ces are in varying loca�ons including rural, regional and metropolitan Australia. All prac�ces are various demographics and size.

Over the past few years, NJHTC (or centres we have worked in) have been awarded:

v Australian Ins�tute Of Management – Small Business Finalist – Sunshine Coast 2015v Enterprise Of the Year 2009 ( Sunshine Coast Regional Council)v Small Business Champion Awards 2008/2009 - Finalist ( Commonwealth Bank)v RACGP Prac�ce of the Year 2007 ( Queensland )v Sunshine Coast Business Person of the Year (2009)v Inaugural Medal for Outstanding Leadership and Management 2008 (Medal in

Management and Leadership)

Projects have included:v Construc�on of new or redevelopment of exis�ng prac�cesv Prac�ce Management services using our Tele-Prac�ce Management ™ modelv New business development ( Policies, procedures , accredita�on)

One project was a finalist in the RACGP Prac�ce of the Year Awards (Na�onal) and another project won RACGP Prac�ce of the Year in Queensland.

About Nicky Jardine Health Training & Consul�ng (NJHTC)

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Nicky Jardine has worked in the health industry for over twenty five years. She has managed several large health facili�es and is a recipient of four local and na�onal awards under her management.

Please click on this to view a full profile link

Directorship responsibili�es include:

v Tele-Prac�ce Management ™ of General ,Allied and Specialist medical prac�cesv Director of ( Accredited with Medfin/ Westpac, ANZ,Jardine Ludbrooke Finance

CBA)v Advisor for Auswide Banking Corpora�on (Sunshine Coast)v Consultant for University of Queensland (UQ Health)- GP Super Clinicsv Advisor - Worrell's Insolvency Accountants (Sunshine Coast)v Advisor- Barclay Beirne Lawyersv Specialised trainer for Best Prac�ce ,Pracso�, Medical Director and Blue Chip

Prior to establishing her own successful consultancy business, Nicky held a number of Prac�ce Management/ CEO posi�ons. These involved:v Project management or redevelopment and construc�on of new facili�esv Business development of the prac�cev Recruitment of clinical and non-clinical staffv Financial management, repor�ng and payrollv Accredita�on processesv Implementa�on of IT and administra�ve systems

Nicky Jardine – Director of NJHTC

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Delivery of Services

Tele-Management™ Services has achieved tremendous popularity amongst medical businesses over the past few years. The model offers valuable benefits such as:

v Cost saving with payrollv Assis�ng internal teams (Medical Recep�onists and Prac�ce Nurses)to focus on daily

opera�onsv Off-loading strategic goals

This model provides increased focus on innova�on and profit.

When you look at a modern day business (even people you may work with in your building), you some�mes don't see them for days or weeks on end. Most communica�on is done via email, Skype, telephone etc. The majority of mul�-na�onal companies work with virtual management solu�ons.

Consider the familiar role scenario below:

“I've run a virtual team for the past 18 months in the development and launch of (a website.) I am located in Toronto, Canada. The website was designed in Zagreb, Croa�a. The so�ware was developed in St. John's, Newfoundland; Zagreb, Croa�a; Delhi, India; and Los Angeles, USA. Most of the communica�on was via email with periodic discussions via Skype. I had one face-to-face mee�ng with the team lead for the technology development this past December.”

Managing a medical prac�ce is no different. Your Prac�ce Manager needs to work ON the business not IN the business. You don't want your Prac�ce Manager involved in daily issues which can be resolved easily by experienced medical administra�on support staff or prac�ce nurses.

Services offered by NJHTCTele-Prac�ce Management Services

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v Roles of the team are clarified. There is more focus on peoples job descrip�onv Cu�ng edge technology is FREE:

Ÿ SkypeŸ Team ViewerŸ Conference callsŸ EmailsŸ SMSŸ Remote access to computers to view so�ware, i.e. Pracso�, Best Prac�ce,

Medical Director

v Prac�ce Management team can focus on what is important to the prac�cev Medical Recep�onists / Prac�ce Nurses are allowed to “Do their job” – look a�er

pa�entsv Mentoring is provided to all support staffv The team maintain clear goals, performance standards, and communica�on rules.

The prac�ce management services outlined in this proposal can be tailored to suit the requirements of your prac�ce and also give you an idea of what we can be ul�mately responsible for. During the transi�on of this model we develop a flow chart for staff so everyone in the prac�ce knows what they are responsible for and what to do if there is a problem. An example is a�ached.

Please note that ALL du�es on the table below can be provided via Tele Prac�ce Management™. We can even monitor how long the pa�ents have been si�ng in your wai�ng room! NJHTC o�en phone the prac�ces and enquire why the doctor is running late! We can see this happening via remote access using the “Wai�ng Room” facility in your medical so�ware. This assists the medical recep�onists analyse the problem, but also convey informa�on to the pa�ents.

An On-sitefull �me prac�ce manager for a 3-4 FTE GP can cost up to $ 80,000 including Superannua�on, WorkCover and Insurance. Our Tele- Management fees are very compe��ve and all centres are assigned three members of staff to work on your prac�ce.

As well as Nicky Jardine's Direc�on your staff members will include:v Arianne Everard - Accounts and administra�onv David Ludbrooke - Banking and Real Estate advice

Ms Melissa Stegert - Prac�ce administrator

Advantages of Tele-Prac�ce Management for the prac�ce, doctor and staff

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TELE-PRACTICE MANAGEMENT SERVICES OFFERED

Maintenance of HPOS to act as a Practice Manager for the Practice (PIP, PNIP, etc.)

Preparation of weekly, monthly, quarterly and annual reports. Examples are:Ÿ Fees for practice and per doctorŸ Item analysis (consultations, Coal Board Medicals, materials)Ÿ Missed appointmentsŸ Aged debtorsŸ Medicare/ DVA reconciliationŸ BenchmarkingŸ Budget vs Actuals

Analysis of EPC, Health Assessments and Medication reviews. Management of strategies for practice nurse

Budgeting medical supplies

Medicare Australia and DVA Exception issues

Training with clinical and management software, i.e. software support included

Understanding awards- Health Professional Services Award and Nurses Award

Maintenance of Accreditation Standards

Online Practice Manual and Task Management System

Monitoring staff regarding RACGP Accreditation Compliance Standards- i.e. Privacy Act, PCEHR

Patient Service Training – FREE Medical Reception Induction program (Animated and online)

Access to Medical Reception Courses, i.e. Certificate III Business Administration (Medical) with practice funding up to $4000 per person per practice (staff member must be eligible)

Induction of PKI (E-Business), PCEHR, Medical Objects, Health Link etc.

Analysis and induction of programs for PIP, PNIP, After Hours Grants, Medicare Local Grants

Community related programs and marketing

Analysis of Coal Board Medicals, occupational health, streamlining and marketing services

Occupational health and CBM Tracking Software

Auditing of emergency protocols for risk analysis

GP and Allied Health medical records training- Clinical coding, RACGP Standards

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TELE-PRACTICE MANAGEMENT SERVICES OFFERED

rdCollection of debts through Medicare/ DVA/ private/ 3 Party

Recruitment of doctors and associated contracts and paperwork ( Registrars, IMG's, VRGP, Non VR GP

Understanding and analysing productivity of health professionals,i.e. why is doctor underperforming – associated issues

Developing priority tasks for staff / auditing of systems, i.e. has steriliser been validated, have new patient appointments been sent SMS etc.

Developing a business and financial plan for practice sustainability

Ensuring GP's have been registered for all Health Departments for Grants i.e. ACIR

Registering for all health programs, i.e. Bowel Cancer

Ensure budgets are maintained. Consultation with nurses regarding medical supplies etc.

Maintenance of statutory certificates

Practice marketing, i.e. kindies, schools, mines, local and industrial medicine, specialising in cosmetic medical clinics incorporated in general practices

Application as a RACGP Training Practice ( Drafted 5th Edition Standards)

Helping with staff communication, HR issues etc.

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v Execu�ve Leadership

v Direc�on and leadership toward the achievement of the medical centres philosophy,mission, strategy and annual goals/objec�ves

v Implementa�on of strategic goals and objec�vesv Liaison between lawyers, accountants, technicians and other professional service

providersv Business consultant for prac�ce management team and doctors

v Financial Management

v Direct and coordinate a prac�ce's financial and budget ac�vi�es in order to fundopera�ons, maximise investments and increase efficiencies

v Contract review and nego�a�on, i.e. both Contractors and Serviced OfficeAgreements

v Bookkeeping services for medical prac�ces ( op�onal)v Submission of BAS and financial files to accountant at EOFY (op�onal)v Review and nego�a�on of contracts and agreements with suppliersv Development of annual budgetv Expense reviewv Monitor accounts receivable (A/R) including billing/collec�ons processv Prepare and review monthly YTD income/expense budgetv Explana�on of budget variancesv Debt restructuring and review of loan termsv Analysis of financial performance of ancillary programsv Reconcilia�on of medical so�ware programs including Best Prac�ce, Pracso�,

Prac�x and Best Prac�cev Systemised financial repor�ng for staff op�mising medical so�ware

Detailed Tele-Prac�ce Management Services

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Human Resource Management

Confer with hospital/ prac�ce members, medical facility leaders and staff members to discuss issues, coordinate ac�vi�es and resolve problems.

v Assistance with hiring of new staff and annual performance reviewsv Employment and termina�on counselling and assistancev Adjudica�on of professional and employee issuesv Development and implementa�on of personnel policies and proceduresv Yearly training and coordina�on of office personnelv Benefits evalua�onv Ongoing training, assessment and mentoring of all staffv CPD Management for general prac��oners and allied health professionals (Includes

developing teams for mee�ngs and case management)v Training for medical recep�on staff under the Australian Training Educa�on

Frameworkv Development of training manualsv Team culture improvement (if required)

v Facili�es Management and se�ng up new / renova�ng medical prac�ces

v Analyse facility opera�ons to evaluate areas of poten�al cost reduc�on, buildingimprovement or reloca�on

v Design and building in partnership with Elite Fit out Solu�onsv Lease and company / trust nego�a�ons and setup in partnership with Barclay Beirne

Lawyersv Expansion projects (planning and implementa�on)v Project management - Turn Key solu�on with Elite Fit out Solu�onsv Liaising with all stakeholders of medical centrev Organising finance through Medfin, ANZ, CBA or Westpacv Click on this to see more of the services provided with se�ng up a new cliniclink

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v Book keeping Services(Op�onal)

v Submission of BAS with registered BAS agentv Weekly and monthly repor�ng via MYOBv Fraud detec�on and avoidancev Complete payroll servicesv Bank reconcilia�onv Auto bank feedsv Loan account reconcilia�onsv Fixed Asset registersv Payment of Service Office Agreements to doctors and contractorsv Liaising with accountantv Reconcilia�on between bank and medical so�ware including easy Claims, Medicare

Online Claiming, DVA and Workers Compensa�onv Debt collec�on of fees from private pa�ents (if required)v Strategies for staff on fee collec�onv Payment of accounts

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Revenue and Item NumbersRevenue is directly linked to pa�ent t h r o u g h p u t a n d t h e u s e o f t h e appropriate Medicare Benefit Schedule (MBS) items to support service provision. Prac�ce revenue is decreased when GPs do not take up new models of care that are able to earn more for the prac�ce, or when GPs do take up the new models of care but do not claim the appropriate MBS items. NJHTC analyse the item reports con�nually and give doctors feedback on their prac�ce.

New Medicare items, including Enhanced Primary Care (EPC) items, have been progressively introduced which now provide rebates for services from a broader range of health professionals. Commonwealth and state governments con�nue to encourage primary care service providers to develop collabora�ve models of care for pa�ents.

A training program can be implemented to ensure doctors use appropriate item numbers. Well trained staff and systems can increase remunera�on so the prac�ce is profitable.

Accredita�onA systema�c approach ismapped for accredita�on,not only to gain cer�fica�on but maintenance o�he RACGP standards. Both RACGP 4th Edi�on Standards and Queensland Health (QH) standards are introduced. Some of the Queensland Health standards do not fall within RACGP standards however, from past accredita�on experience, the

accredita�on team tend to comment on the QH standards also. This is definitely the case if you use General Prac�ce Accredita�on (GPA).

NJHTC have recently been through accredita�on with a prac�ce adop�ng the dra� RACGP 5th Edi�on Standards. NJHTC was commended for the induc�on of new systems and analysing the new standards as part of a pilot program for Australia General Prac�ce Accredita�on Limited (AGPAL).

Medico-LegalTraining is provided for the Privacy Act 2002 Act and the introduc�on of further Privacy Act legisla�on on 14th March 2014.A risk analysis is performed which will ensure:Œ GP's have val id insurance and

registra�on with APRHA.� Prac�ce nurses or injury management

officers have valid insurance includingmembership of their nursing unions.

Ž The prac�ce will receive a pro ratapayment of $25,000 for a prac�cenurse through the Prac�ce NurseIncen�ve Program (PNIP) . Therequirement is that the nurse is aregistered not enrolled nurse.PNIPdon't give grants for enrolled nurses oremergency medicine technicians.

� The team leader or prac�ce leader isinsured ( if not under the prac��onersinsurance )

� The prac�ce staff and stakeholdershave a complete understanding of thePrivacy Act legisla�on.

Staff Training

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Pa�ent Service TrainingP a � e n t s e r v i c e t r a i n i n g c a n b e implemented. This benefit of this is to ensure pa�ents are being cared for and treated appropriately. A happy, proac�ve and suppor�ve team is essen�al in retaining pa�ents and a great marke�ng tool for a prac�ce.

So�ware and Informa�on Technology TrainingNJHTC can advise on the most suitable so�ware for your prac�ce to ensure a smooth, efficient service to pa�ents. If you have already chosen your so�ware, NJHTC is an accredited trainer for two major so�ware companies in Australia – Medical Director and Best Prac�ce and so can organise structured training for your doctors and staff. NJHTC is regularly asked to speak at workshops, seminars or par�cipate in webinars to train or consult invarious components of medical so�ware.

Online Prac�ce Manuals using Standard Prac�ceOnline Prac�ce Manuals are an invaluable tool in the accredita�on process. Standard Prac�ce is easy to use and an efficient way for all prac�ce staff to access a wri�en policy or procedure. NJHTC has extensive experience using Standard Prac�ce™ and can train your prac�ce staff on all aspects of the so�ware.

The so�ware includes a task management system to assist staff in compliance i.e. valida�on of steriliser, pa�ent recalls, banking etc.

GP Medical Management/Clinical so�wareThere are three predominant GP medical m a n a g e m e n t / c l i n i c a l s o � w a r e packagesavailable in Australia. These include:- Ÿ Best Prac�ceŸ Medical DirectorŸ Pracso�NJHTCprovides training programs andmanuals for all three so�ware products.

Online Appointment So�ware through Health Engine and HotdocsAn online booking system can improve prac�ce efficiency by freeing up staff �me, increasing new pa�ent registra�ons and decreasing telephone traffic. The so�ware is a “live” online appointment system which integrates with your prac�ce management so�ware.

Some so�ware packages also contain prescrip�on request capability. This so�ware is now being used in many centres throughout Australia and is streamlining the process of prescrip�on requests from pa�ents.

Electronic delivery of Pa�ent Reports and ImagesProducts such as Medical Objects and Healthlink are an efficient and convenient way to delivery reports and images directly to your prac�ce management so�ware. NJHTC provides training on the use of this so�ware.

Staff Training

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Building and Managing a Website and App

NJHTC assists with building or upda�ng your website as an excellent referral source for pa�ents.

Your website must be relevant to pa�ents and also follow accredita�on standards.

Website integra�ons include:v Online appointmentsv Online results for pa�entsv Pa�ent forms on linev Portal for staffv Games area for childrenv Medical informa�on for pa�entsv Portal for industrial clientsv App for pa�ent bookingsv Medcheckin app ( new technology)

NJHTC have branding packages available. These are proven strategies and include:v Graphics and videosv Logo designv Website designv Newsle�ers and bloggingv Site engine Op�misa�on

Marke�ng

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NJHTC pride themselves on staff reten�on strategies which include a happy, healthy and safe environment for all staff. Our belief is that all employees are there for a purpose and each member of the staff respects everyone's posi�ons. A strong team environment is encouraged and ins�lled in the management process.

The recruitment and reten�on approach we have offered GPs provides an opportunity to develop specialist clinics in areas of professional interest to them. This coincides with a priority need of the local community, such as occupa�onal or industry medicine, skin clinics or children's health etc. Similarly, offering the General Prac��oners the opportunity to par�cipate in research has also assisted with recruitment and reten�on. These opportuni�es are rare in private prac�ce.

Recrui�ng General Prac��oners in a highly compe��ve market requires innova�ve approaches. The Directors of NJHTC have used many marke�ng strategies including the use of mainstream adver�sing (internet, publica�ons), and adop�ng language to make the prac�ce more a�rac�ve to poten�al recruits. It is impera�ve to sell a “Prac�ce of Excellence” to all poten�al staff. Promo�ng the strengths of the prac�ce is an en�cing recruitment methodology to both employees and pa�ents.

We have also nego�ated contracts with Allied Health Professionals and Pathology companies.

Recruitment

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Nicky has been an asset to our medical prac�ces. We contract her on a retainer and she is available any�me of the day or night to give us valuable knowledge about our industry. It was hard trying to find someone we could really trust. Nicky looks at the business as if it was her own and has a fantas�c rela�onship with all of our staff. We have recently handed over our bookkeeping to Nicky and we have already saved hundreds of dollars in bookkeeping fees per month. Her approach is systema�c and always on �me! In summary, for anyone who values their business, I would ONLY recommend Nicky and her team. Ps . Took first holiday in four years last month! J. Harding and Co

Further tes�monials about the services offered by NJHTC can be found at our website: h�p://www.nickyjardine.com/tes�monials.aspx

Tes�monials

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