Our Policies
At Speak and Succeed, we take time to prepare individually for each client and only see a certain number of clients each day to ensure that we are providing the best possible service for each family.
Cancelling your appointment ahead of time allows us to reschedule another client for the session time. Please provide 48 hours notice to cancel or reschedule your appointment to avoid the Cancellation Fee.
If you cancel your appointment within the 48 hours prior to the scheduled start of the appointment, a Cancellation Fee equivalent to the entire session cost (including travel charges if applicable) will be charged. This also applies to school, preschool and daycare centre visits. Please ensure that you let us know if your child will be away or unavailable on their appointment day, otherwise, unfortunately you will be charged for the session.
Payment is required on the day of services. For offsite sessions, credit card details are required to be stored on file for the purpose of same-day billing. Please speak to Speak and Succeed if this requirement is of concern to discuss payment options.
By accepting services provided by Speak and Succeed, you agree to the above terms of service.
As we are a health care provider and support lots of families on a daily basis, it is our responsibility to ensure our staff, clients, parents and carers are well at the time of services to reduce the spread of COVID and other infectious diseases.
If your child or someone accompanying them to sessions is positive or symptomatic for COVID, flu, gastro or any infectious disease, you must not attend any face-to-face services. Please refer to our table below to determine how long your child must not attend face-to-face services.
If your child or someone accompanying them to sessions is unwell upon arrival or during the session, the session will be discontinued and you will be asked to leave. The full charge of the session will be applied in this instance.
Speak and Succeed staff also follow the same protocols to ensure we are keeping the families we service safe.
Speak and Succeed may offer a telehealth appointment as an alternative to cancelling an in-person session. Provided Speak and Succeed determine a client is suitable to provide sessions via telehealth, a telehealth appointment must be requested at least 4 hours before the session’s scheduled start time.
Please see below for our exclusion periods for common infectious diseases:
| Infectious disease | Exclusion time frame |
| COVID-19 | Positive: Do not attend until 7 days has elapsed since returning a positive test and a client must return a negative test within 12 hours prior to the scheduled session.
Symptomatic: Do not attend until symptoms have resolved. |
| Cold / Influenza / RSV | Do not attend until symptoms have resolved. |
| Gastro / Stomach Flu (Norovirus) | Do not attend until 48 hours after last loose bowel motion or vomiting. |
| Diarrhoea without vomiting | Do not attend until 24 hours after last loose bowel motion. |
| Conjunctivitis | Do not attend until all discharge from eyes has stopped, unless a doctor has provided medical clearance (must be provided upon request). |
| Hand, Foot and Mouth Disease | Do not attend until all blisters have dried, unless a doctor has provided medical clearance (must be provided upon request), |
Thank you for your understanding and cooperation to keep everyone well.
In order for all clients to hold their regular appointment time, a minimum of 80% attendance is required during school terms.
- Weekly clients: If more than 3 appointments in a school term are missed, the regular appointment time may be offered to another client.
- Fortnightly clients: If more than 2 appointments in a school term are missed, the regular appointment time may be offered to another client.
In situations where clients are missing appointments on a regular basis, Speak and Succeed will endeavour to contact the client to ensure regular therapy appointments can be attended to continue making progress towards the client’s goals.
Ongoing missed appointments may result in the client’s regular appointment time being offered to someone from our waiting list.
Speak and Succeed’s clinicians provide direct and indirect services to our clients.
Direct Services
Direct services include attending an in-person or telehealth therapy session with a clinician who provides assessment, intervention, consultative education and case management within the session time.
Indirect Services
Indirect services include time spent by a clinician providing services other than during regular therapy sessions. These include, but are not limited to:
- Preparation of letters, reports or summaries
- Development of client-specific resources
- Liaison with parents, teachers/educators, allied health professionals or other stakeholders
- Preparation and review of Therapy Assistant programs
- Preparation of home/school programs
Requests for Indirect Services
We encourage you to speak with your child’s clinician for any requests relating to indirect services.
At times throughout therapy, your child’s clinician may initiate a request for indirect services. They will discuss the need for this service and how it will benefit your child’s progress with you before carrying out this service.
