Q? WHO OWNS VCONSULT?
A. VConsult was founded by Dr Joseph Sgroi and Melissa Bennett.
Between them, Joseph and Melissa have over 25 years’ experience in the medical and health services sector – Joseph as a practising Obstetrician and Gynaecologist, and Melissa as a hospital and practice manager. Each well understands the on-going challenges of establishing and maintaining a medical practice.
As Managing Director of VConsult, Melissa leads a team of trained and experienced staff in providing premium quality, flexible, off-site reception and administrative services for your new or established specialist, general or allied health practice.
VConsult is a division of Medic Oncall, Australia’s leading medical workforce planning and management organisation since 2001.
Q. WHAT PATIENT MANAGEMENT SOFTWARE DOES VCONSULT USE?
A. Whatever YOU use.
Unlike other off-site reception services, VConsult is able to work with whichever patient software you currently have in place. Our receptionists are fully trained and experienced in Genie, coreplus, Practix, Blue Chip, Zed Med, and more.
Usually, a remote access arrangement is put in place (with the assistance of your practice IT support) to enable VConsult to log directly in to your server (cloud- or practice-based). This way you, your on-site staff and your VConsult receptionist will always operate from the same calendar and information in real time, leaving no room for double-ups or errors.
If you are in the process of setting up your practice and do not yet have a patient software agreement in place, VConsult can provide advice as to which systems may work best for your needs.
Q? WHAT PHONE NUMBER WILL MY PATIENTS USE?
A. The same number they have already been using.
VConsult is a seamless, behind-the-scenes service. Our call forwarding arrangement means that your patients will be charged at the normal call rate. Calls will be answered in YOUR NAME – your callers will never know that your VConsult receptionist is not in your rooms.
In fact, VConsult receptionists will be so familiar with details of your practice that they will be able to help patients with directions and where to park.
Q? WHO WILL LOOK AFTER MY PRACTICE?
A. A small team of VConsult medical receptionists will be allocated to your practice, enabling them to establish a relationship with your patients and any on-site practice staff – just as if they were in your office.
Q? DURING WHAT HOURS CAN VCONSULT ANSWER MY CALLS – DO YOU CLOSE FOR PUBLIC HOLIDAYS?
A. VConsult receptionists can be available to answer calls from 9am to 5pm Monday to Friday, regardless of your time zone within Australia. (For practices in Western Australia there is a small additional charge for service after 5pm EST.)
VConsult is closed for national public holidays only – New Year’s Day, Australia Day, Good Friday, Easter Monday, ANZAC Day, Queen’s Birthday, Christmas Day and Boxing Day. During these periods, a call answering service will operate, with follow-up on the next business day.
Unlike other services, we do not close for extended periods over Christmas. Even if you are on holidays, your VConsult receptionist will be available to take your patients’ calls.
Q? WHAT DOES THE SERVICE COST – AND HOW WILL I BE INVOICED?
A. VConsult does NOT charge a % of your income as some services do.
VConsult fees are based on the level of service you require and the number of sessions you practise per week. So you will always know how much your VConsult fees will be in advance. No surprises, no additions.
Fees are invoiced on a monthly basis.
Q? HOW LONG DOES IT TAKE TO GET STARTED?
A. As little as ten days.
Detailed set-up in the most important thing. First we arrange a consultation with you to learn all about your practice systems and procedures. The more information we have about your practice, the more assistance we can provide to you and your callers. Access to your patient software will also be required.
Once those things are in place, we can start to support you.
Q? IS THERE A CONTRACT OR MINIMUM PERIOD – AND CAN I VARY MY PACKAGE?
A. Our packages are flexible, allowing for seasonal arrangements, holidays, staff absences and varying workloads.
VConsult requires NO minimum period of agreement, and only 30 days notice to terminate the service.
Q? HOW SECURE IS MY PATIENT DATA?
A. VConsult requires access to your patient software, but all of your patient data remains stored in your medical software package so it is always secure.
If you have any questions or wish to make a complaint regarding the privacy of any information collected by VConsult, please contact VConsult on 1300 66 22 66 or email firstname.lastname@example.org.
If you are not satisfied with how we handle your complaint, you may make a formal complaint to The Office of the Privacy Commissioner on 1300 363 992.