Terms & Conditions

Last updated: 14th September, 2017

Specific Terms – VPM

Altering allotment of hours (package of hours)

During the first three (3) months of the VPM service, the client is able to increase the allotment of hours, should this be required.  However, the client is not permitted to decrease the allotment of hours within the first three (3) months of the VPM service start date.

VPM 20 hour package clients may be moved to a VPM 10 hour package at the discretion of RWS management after the first three (3) months of service.  This may occur if the VPM 20 time allocation is not reached in consecutive months.

After the first three (3) months of the VPM service has been completed, the client may increase or decrease their VPM allotment of hours per month, with one (1) months’ notice. The opportunity to increase hours is subject to availability as determined by RWS.

Invoicing

Upon acceptance of the Scope of Works from RWS, you will be issued with an invoice for your first monthly payment.  This invoice must be paid prior to the commencement of any works.  Upon receipt of this payment, you will be contacted to commence your service.

Where VPM hours exceed (within a 30% range) of those hours agreed to in this scope, RWS will discuss the options to either increase the hourly package, invoice for hours utilised or in some cases, the opportunity to roll over the hours into the following month.

Where client hours greatly exceed those hours agreed to in this scope, pushing them into the next hourly package, they will be charged at the rate of the higher package.

Where VPM hours fall below (within a 30% range) of those hours agreed to in this scope, RWS will discuss the options to either decrease the hourly package, invoice in full for the month or in some cases, the opportunity to roll over the hours into the following month.

In the situation where the client is not responding to emails and work is not able to progress, a minimum administration charge applies on all VPM packages of two (2) hours per month.  This charge allows clients to keep their VPM account open and caters for administration in following up clients.

Client hours are tracked and a summary of work is included on your monthly invoice. A detailed summary of work completed is available for clients to review upon request.

As per the schedule in your scope, as your package of hours change the rate applicable will also change. Please see your scope for package information.

Minimum term and ending of contract

The minimum term for Virtual Practice Management is 90 days.

A notice period of 30 days, in writing, is required to terminate this contract.  RWS reserves the right to terminate this agreement without notice. Upon cancellation RWS will return all graphic design materials created during the term of the agreement.  Medical databases remain the property of RWS.  Should a list be requested, it will only include the names of the practices contacted (not the individual doctors or Allied Health practitioners) and may be subject to an additional fee to be determined by RWS.  Any diaries used to book appointments will be made available to clients for reference to the date of the last appointment booked by RWS.  Payment will be finalised on a pro rata basis determined by the stage the project is at. Where a client has engaged a service that includes Interior Design, the initial 50% payment is non-refundable.

Cancellation

If the client cancels the VPM service within 3 months of commencement, the client will be liable for a cancellation fee.

The cancellation fee will be calculated as: (3 x agreed VPM monthly fee minus VPM fees paid to date) x 50%.

Other charges that may apply to VPM clients

The cost of a job advertisement (such as SEEK) will be fully payable by the client.  Other additional costs may include printing, postage, catering or the engagement of a third party consultant.  Website creation and Virtual Reception are in addition to VPM hours. RWS will add these charges separately to your invoice.

Commencement of work

RWS recognises your start date as the date the date of payment is processed.

General Terms

The General Terms listed below are supplied to all potential RWS clients.  Please note, not all items will be applicable to the service quoted in the attached Scope of Works.

Advisory Service

Our services are advisory. You bear total responsibility for the use and implementation of these services in your business. In the event of services provided by us being inadequate or defective, we will take reasonable steps to achieve an acceptable standard by provision of fresh services but will not be liable for losses suffered.

Appointment Times

Where required your consultant will work with you to schedule onsite appointments.  This could be for employment interviews, training or practice audits.  Either party may renegotiate appointment schedules at any time via verbal or written correspondence.  Same day cancellations or no shows may incur a minimum one hour time charge.

Client Obligations

The client agrees to have appropriate insurances current and in place.

The client agrees to communicate in a timely manner and all major direction needs to be given via email so that it is in writing.

The client agrees to pay all invoices by the due date.

Communication

All notices and consents required or permitted to be given under this Agreement shall be in writing. The consultant agrees to communicate regularly and thoroughly with the practice. The practice agrees to respond promptly to all correspondence.

Confidentiality

Documents provided by RWS are confidential and cannot be used, disclosed or duplicated except within your own business. Both parties will act in accordance to privacy law (Commonwealth Privacy Act (1998) & Privacy Amendment (Private Sector) Act (2000) and Victorian Health Records Act (2001).

Consultants

RWS provides service for your practice both onsite and offsite. RWS will appoint suitable consultants(s) to action your priorities.  Consultant(s) may change from time to time.  Fees are charged for services provided both on and offsite and includes travel time.

If metered parking is only available to the RWS consultant, any parking costs incurred during their time at your practice will be added to your next monthly invoice.

Copywriting

Copy can usually be written in a 1-2 week turnaround, subject to the amount of copy required.

RWS are not medically qualified and as such our clients are fully responsible for checking and approving the accuracy of text prior to going live online or to print. RWS advises clients to contact AHPRA to approve text prior to going live online or to print if the client has any uncertainty surrounding any text written. This is the responsibility of the client.

RWS takes no responsibility for the medical accuracy of copy; this includes spelling, prepared on the client’s behalf.  Copy is always issued to the client prior to uploading to a website or printing for their final sign off.

Where copy is prepared for an online presence, RWS cannot guarantee the correct translation of medical terminology if Google Translate is applied to the text. We advise our clients to check all medical text for accuracy.

Dispute Resolution

If a dispute arises between the parties in connection with this Agreement, the parties undertake in good faith to use all reasonable endeavours to settle the dispute. If the dispute is unable to be settled, the parties agree to refer the matter to mediation.

Podcast/Video/Social Media

The clinical advice and information contained within a podcast/video/social media post/newsletter is the client’s responsibility. RWS cannot be held liable or accountable in any way for the content.

All videos and podcasts made belong to the client.  RWS reserves the right to showcase these items for advertising purposes. RWS reserves the right to remove any podcast from www.podmd.com.au at any time.

Printed Artwork

It is the client’s responsibility to check that the artwork is correct (this includes, design and copy).  Prior to printing, RWS will send the client a proof and allocated job number.  The client must accept the proof in writing.  This approval grants RWS permission to proceed with printing.  Quantity and stock to be advised by the client.

Upon approving the proof for printing, RWS will not accept any claim for errors.  Colours on electronic proofs are only a guide to ­final colour.  If the client requires a printed colour sample can be provided by the printer.  Additional charges may apply.

Recruitment

RWS makes every effort to secure staff best suited to your practice and reaches a broad section of the market by advertising your position(s) on the following websites:

  • SEEK (Market rate charged)
  • Indeed (FOC)

On request, Australian Association of Practice Management (additional costs apply).

RWS do not guarantee the calibre of candidates who respond to your advertisement. We will review all applications and only put forward those we believe could work well within your practice based on their skill set.  The client has final say on who they choose as the successful candidate.

For candidates engaging VPM for the purpose of recruitment only, an allotment of 45 hours must be purchased and will be payable as three x monthly VPM payments.  If the candidate is successfully engaged prior to three months the remaining balance will be fully payable by the client at that time. Should additional hours be required, the RWS consultant will contact the client to discuss. Should hours be remaining once the successful candidate is secured, the client will be contacted to determine additional tasks that may be completed.

Where engaging VPM for recruitment only, RWS exercise every possible care to secure ideal candidates.  As RWS is reliant on the employment market, the specifics set by the client and the client’s personal partialities there is no guarantee that a suitable candidate will be found.  Where the three month period is completed and a suitable candidate not agreed upon, RWS will discuss the opportunity to extend for a further period or re-advertise; additional cost will apply.

Referrer Marketing

Appointments

When making our client’s appointments to see referrers, RWS exercise care,  RWS is not responsible for clinics who forget, change or cancel appointments and RWS is not liable for the cost of any expenses incurred by the client as a result.

At an appointment that has been booked by RWS, the client is completely responsible for the success of the appointment.  RWS cannot guarantee the number of referrers who will attend or whether or not they will decide to refer to the visiting specialist.

The client is responsible for supplying RWS with numerous timeslots for referrer visits; at times that suit referrer clinics.  Offering RWS limited timeslots will reduce your opportunity to see the referrers and greatly reduced the chances of referrers being able to see you.

Fixed charges apply for calls made to practices on behalf of the client.  To ensure consistency – 15 minutes per call.  Business listings also incur fixed pricing to ensure consistency for all clients.  All fixed pricing is available for viewing by our clients on request.

Database

When undertaking referrer marketing, RWS use a database of doctors or Allied Health practitioners to contact on the client’s behalf.  This database remains the property of RWS and will not be provided to the client for their personal use.

When creating specialist or allied health databases, RWS will charge time to the client for the creation of such databases.

All referrer marketing clients are apportioned a “database maintenance” fee per month.  In the event that the client requires marketing to an extensive quantity of locations (that exceeds the typical requirements) the client may be charged an additional “data maintenance” fee to cater for this.

All RWS clients may be asked to supply lists of current referrer data. This allows us to measure performance or effectiveness of marketing activities.  Data can be provided as an Excel spread sheet file or alternatively by providing RWS access to your practice system.  The client agrees to supply data where requested.

Mail outs

When undertaking a mail out, RWS prints and provides all stationery required for the mail out and invoices the client appropriately.  Where specific collateral, e.g. brochures, have already been supplied to the client by a third party, the client may provide these for inclusion in the mail out to RWS.

RWS Newsletter

Email addresses resulting from enquiries to RWS will automatically be added to our newsletter database – this entitles the recipient to receive relevant, practice management updates. If you do not wish to receive the RWS newsletter, you may choose to opt out of the first edition received.

RWS Obligations

RWS will provide services in a proper and professional manner and exercise appropriate care, skill and due diligence.

RWS will act in compliance with the reasonable direction of a client.

RWS agrees to have appropriate insurances current and in place.

Services Offered

VPM clients may benefit from the following services subject to available hours.  Duties may include any or all of the following, subject to the changing needs of the practice: Medical Marketing, Graphic Design, HR Management, Recruitment, Practice Management, Practice Financials (Book keeping is only offered for packages that are 20+ hours per month), Copywriting, Medical Podcasts, Website Additions- WordPress sites only, Tenancy, Set up of Temporary Telephone Diversion (TTD). Services not included: Website construction, Videography, ongoing TTD, Virtual Reception and Photography.

The Agreement

This agreement is the entire agreement between RWS and the client; all prior agreements, promises or representations being merged herein. This agreement shall be governed by, construed, and interpreted in accordance with the laws of the State of Victoria. This agreement is valid for 30 days from the date of issue.

Third Party Suppliers and Services

In the instance that RWS engages a third party supplier, the client will be advised of the additional cost of the service prior to its implementation/engagement.

If a third party consultant or service is approved by the client, these charges are fully payable by the client.  In most cases RWS will add these charges to the client’s monthly invoice.  In some instances (e.g. Land Surveyors, signage, and Traffic Consultants) will be invoiced directly from the third party supplier.

When required, RWS will engage the services of Industrial Relations and Employment Law experts to assist in the resolution of HR concerns at your practice.  This only relates to highly complicated concerns that cannot be reasonably resolved without additional legal support.  This advice is charged at a higher rate, to be discussed at the time of engagement.

The Client acknowledges that RWS is not responsible for the performance, conduct or advice of third party providers.

At the discretion of RWS, there may be occasions where certain Service Provider(s) used may be charged a Marketing Contribution Fee.  This is a contribution towards RWS office and marketing costs. This fee is payable by the third party supplier.