Reception Training

Front of House and Practice Managers will gain step-by-step training on Psychology Outcomes processes. Without knowing our why and our mission these processes could appear disjointed and not connected to our wonderful clients. These processes have been refined based on extensive review of scientific literature, sage advise from business coaches and, of course, feedback from clients. These processes lead us to meet the goals of our Mission and help people to “feel better faster”.

You will understand the “why” as to why we offer fortnightly sessions (not 3 weekly or 4 weekly) as well as the attendance fee. You will feel confident to inform clients how we get the best results. We don’t get distracted by offering everything to everyone like a fish and chip shop that makes chinese food. We are a Psychology clinic that is set up to get people the best Outcomes. If the client wants to get better, happier and more confident as fast as possible we are for them.

Managing Reception inbox allows for good communications within the clinic as well as to referrers and clients

We measure what matters. Incoming referrals are tracked with the aim that we can report on how many referrals we are getting and to know in advance when more marketting is required to fill Psychologists calendars.

Perhaps the most important interaction for Psychology Outcomes success is how new client enquiries are handled to create the best conversion rate that also leads to success in therapy

We care about getting our clients into therapy and keeping them in therapy. If we manage our current client list they stay longer and achieve better outcomes

The client wait list is an opportunity to look after clients so the are hopeful and positive by the time they see their Psychologist. If we leave them to languish on the wait list they are pessimistic about the ability for Psychology Outcomes to help them once they have an appointment

Cancellations, Reschedules and No Shows are the biggest risk to Psychology Outcomes success. The benchmark is that only 70% clients attend (1 in 3 stay home!). In 2022, Psychology outcomes had a 68% attendance rate. We worked strategically to refine our model, created recurring appointments and a standardised non-attendance fee. In 2024 Psychology Outcomes had a 89% attendance rate

Psychology Outcomes has always had a mantra that “the bigest challenge in therapy in recall”. Most clients only remember 10% of therapy sessions. What they remember most was how they felt at the start and at the end. Tht is why the discharge process is so important. If we get this right each client will beleive “I’m not always in therapy but I’ve always got a therapist” and they will come back again and again when they need

Psychology Outcomes has had to learn the hard way with invoice management. Our history shows many mistakes where the work of therapy was provided and never paid. We have multiple levels to invoice management. 1) Education and confirmation of ability to pay at first call. 2) Dynamic invoice failure alerts so the client can be flagged and pay their invoice upon leaving a session. 3) Weekly unpaid invoice monitoring. 4) Ceasing therapy services when invoices remain unpaid

Research shows a mixture of in-person, telehealth and phone therapy gains better clients outcomes that in-person alone. Why? Because people attend more this way. Flexible treatment gives best results

Recurring appointments has been a strategy that had two failed implementations over two years. It became successful at the end of 2023 due to the great work of Jodie Cooper. While there is scope to improve our process to allow for initial weekly sessions for the first month. So far, there has been positive client feedback and improved attendance. We suspect this will lead to better therapy results

When a new Psychologist is recruited its an exciting time. Before they start they need to provide some information and then this is entered into Halaxy as well as Medicare called and this enables their clients to get the Medicare Rebate when they start providing treatment services. This also allows us to recoup costs and bulk bill any clients that don’t pay their invoice

Daily, Weekly and Monthly tasks allow for a rhythm at the practice and ensures tasks are not lost. This training will identify key tasks. Please note, this section of training will become dated quickly as we add more tasks. If you feel tasks are missing please update this training accordingly

Here you will find out how to upload your own lesson when you identify that there is a task that requires training. This is to ensure any new team members can follow the processes of the clinic. It is expected that you reviit these training lessons. They are short and sweet and it often will take 2-3 views to understand every step. When you notice that some of the training needs to be updated please do so as soon as possible.

This is a list o our “GP Angels” who most commonly refer to Psychology Outcomes. We want to make their lives and their patients lives easier because they support our success. In this lesson we learn how we go above and beyond for our GP Angels which includes “fitting clients in”, offering help to their clinic and of course….. gifts

GP Lunches. The cornerstone of a successful Psychology Practice

Introduce your lesson with an optional, short summary. You can edit this excerpt in lesson settings.

Introduce your lesson with an optional, short summary. You can edit this excerpt in lesson settings.

Introduce your lesson with an optional, short summary. You can edit this excerpt in lesson settings.

Selling ourselves or the clinic doesn’t come naturally and in the past we avoided this. However, we needed to grow and lean into the discomfort as we started getting feedback that clients and GP’s didn’t even know we existed. We can’t help peope if they can’t find us. This lesson will include an overview of our comprehensive marketing strategy

This is a series of lessons hat comprehensively provides steps and videos on how to leverage AI + humans to create social media and blogs for our clients.

This is a series of lessons hat comprehensively provides steps and videos on how to leverage AI + humans to create social media and blogs for our clients.

This is a series of lessons hat comprehensively provides steps and videos on how to leverage AI + humans to create social media and blogs for our clients.

This is a series of lessons hat comprehensively provides steps and videos on how to leverage AI + humans to create social media and blogs for our clients.

This is a series of lessons hat comprehensively provides steps and videos on how to leverage AI + humans to create social media and blogs for our clients.

All Reception and Psychologist team members should read this section on Halaxy. A lot of work has been put into creating a comprehensive guide for all the main points of using Halaxy. Psychology Outcomes uses a platform called Halaxy for scheduling appointments, funding and GP Letters. It has been personalised for Psychology Outcomes to create the most streamlined processes for admin, especially writing GP Letters and Faxing