Active Seniors

Centre Information

Vision

Helping Australia’s older population to remain healthy and active in their community.

Mission

To improve quality of life in our older generations by keeping them active and healthy. We will do so by providing a safe, caring and friendly environment in which they can exercise, learn more about their wellbeing and interact socially. The focus will be largely on preventing and managing chronic health conditions.

Values

• Safe
• Caring
• Trusting
• Friendly
• Individualisation
• Teamwork
• Prevention
• Punctuality

THE MEMBER JOURNEY

The Typical Member Journey

1. Initial assessment & report of findings are 2 separate individual consultations that are booked together typically a week apart with same staff member for both visits (where possible)
2. Decide if member best suits individual sessions, home program or group exercise classes (or a combination of individual and group services)
3. Reassessment of progress at the 3 month mark
4. Changes to exercise program

Membership Options & Costs at Gordon

• Individual consultation and report of findings (over 2 visits) and 1 week trial group exercise classes $165
• All new members joining standard group exercise classes $76 per fortnight
• Loyalty rate for members over 2 years consistently attending $66 per fortnight
• Existing loyalty rate (not available for new members, ONLY members who are already on this option) $70 per fortnight
• Afternoon only (12pm onwards) rate for existing members ONLY who are already on this option $56 per fortnight
• 10 Pack visit $230 with no expiry or time limit on visits
• Reassessments = $57.50 (bulk billed with Medicare)
• One to one session = $66
• Option of 4 sessions including hour long sessions per week = $10 per week on top of current membership fee

Membership options & costs at Dee Why

• Initial consultation and report of findings (over 2 visits) plus 1 week trial group exercises $165
• All new members joining standard group exercise classes $65 per fortnight
• Loyalty rate for members over 2 years consistently attending $60 per fortnight
• Afternoon only (12pm onwards) rate for existing members ONLY who are already on this option $55 per fortnight
• 10 Pack visit $220 with no expiry or time limit on visits
• Reassessments = $57.50 (bulk billed with Medicare)

Membership costs at Bondi Junction

• Individual consultation and report of findings (over 2 visits) plus 1 week trial group exercises $165
• All new members joining standard group exercise classes $86.50 per fortnight
• Afternoon only (12pm onwards) rate for existing members ONLY who are already on this option $64 per fortnight
• 10 pack visit $260 with no expiry or time limit on visits
• Reassessments = $57.50 (bulk billed with Medicare)

Other centre activities:

Health talks

• Once a month in the centre (unless there is a special promotion)
• Free to all members and their guests - must RSVP their place
• Hosted during lunch breaks
• Staff present health talks - rotating roster

Theme Days

• In general one planned theme day or competition per month
• Normal uniform is not required if there is a dress-up involved
• Staff are allocated in advance to promote and arrange prizes for the specific theme days
• Staff who are rostered on for the day facilitate any activities

Newsletter

• One per month
• One generic newsletter made for all centres that is slightly modified according to what is happening in each centre and the Member of the Month
• All staff to contribute to items such as Member of the Month
• Staff member giving the health talk for the month to send a summary of the main points for the newsletter

SHIFT EXPECTATIONS

"Teamwork divides the task and multiplies the success"

INDIVIDUAL EXPECTATIONS:

• Patient data entry during individual consultations
• Take payments and update member account information
• Member follow-ups as allocated
• Letters to GP

INDIVIDUAL ASSESSMENTS

GROUP SUPERVISION

Basics for Clubworx

Clubworx is used to store all of our member information; specifically their memberships, payments, attendance (check-ins) and any relevant notes about holidays, time off or notes from member followups.

DATA THAT MUST BE ENTERED FOR EACH MEMBER

• Name
• Date of birth
• Contact details; address and phone number
• Email address (if they don't have one use "first name.lastname@email.com")

Using Halaxy

Halaxy is used for our appointments as well as processing our DVA and Medicare claims. All of our patient notes and letters are saved on Halaxy.

DATA THAT MUST BE ENTERED FOR EACH MEMBER

• Name
• Date of birth
• Medicare card number (including reference number)
• Contact details; address, phone number and email address
• Referral details for DVA/ Medicare claims

Other computer tasks:

We use DropBox to store our member documents and template forms. This includes:

• Initial consultation forms
• ROF documents
• Program cards for members
• Template education sheets for members on different health conditions

We have shared Google documents and sheets linked to the centre email address. We also have template emails saved in Gmail and Clubworx for use in member communications.

Chanty

Chanty is our main method of communication amongst staff (instead of email). Below is a brief video demonstration of the main features of Chanty that we use.

Client Interactions

General Enquiries

If you are on the floor, explain that you are supervising a class. Give the person a brochure to read and explain that you will be back shortly to answer any specific questions. Note that current members always take priority i.e. if you need to excuse yourself from the conversation to assist a member then do so

Always find out the persons name, reasons for joining (usually health concerns) and how they found out about the centre (referral source) and address these accordingly as you interact.

Avoid referring to the centre as a "gym". We are a health centre that specialises in Seniors Care. People in this age bracket often find gym environments intimidating.

Explain how the centre operates emphasizing the individual attention, staff qualifications and also focusing on value of the centre before telling people the cost of services

Finish the conversation by asking if they would like to arrange an appointment as there is a waiting period on services.

Introducing new members to group services

THE BOOKING SYSTEM

• Advise the member that they can book in advance (which is recommended) up to 2 weeks ahead
• Ensure that they understand that if they are unable to attend a session that they need to contact us ASAP to cancel so that other members can take their place - Clubworx will block the member from late cancellations (2 hours before session start time) and will deduct this from their weekly class limit
• If it is an emergency or unavoidable reason (eg car won't start or broke down) you may override the late cancellation so that they can book another session for the week however this is only for genuine circumstances

SESSION COMMENCEMENT

• Members must wait in the reception area until supervisor invites their time group through
• If they are unsure if their session time has commenced, they can simply ask the supervisor on duty
• Members are encouraged to perform their stretches in the waiting area before their session commences - at Gordon, members in Suite 2J can use the stretching area and bikes for either the 15 minutes directly before or after their session
• Reinforce the importance of punctuality and that if they arrive late they will only be able to get through some of their exercises (as many as time permits)

GENERAL MEMBER ADMIN

• Explain the different payment methods – card, direct debit - and claiming from Medicare or health funds where appropriate
• Show them how to make an entry on the website if they are away for 2 or more weeks (holiday, surgery, too busy).

MEMBER PROGRAM CARD INFORMATION

• Member name
• Date of assessment/ reassessment
• Date due for reassessment
• Symbols for health conditions (full list inside offices)
• Names of exercises with sets, repetitions and rest breaks
• Try to use the white board markers around the exercise equipment to fill in as much information about settings (weights, bike seat height etc.) during the first program demonstration

Group Session Conversation

• During each group sessions try to touch base with each member at least once during the session
• Positive feedback such as “you are doing that exercise well” is just as important as technique correction
• For technique correction try to be as positive about it as possible i.e. instead of “don’t let your elbow bend” say “remember to keep your elbows straight”. Also when correcting technique approach the member by saying “I’d like to just modify what you are doing to really focus on ……” rather than saying “you aren’t doing this exercise the right way”
• During the group sessions try to bring up a relevant health topic of interest and centre events. Health topics may come from the members themselves and their conversations in the session, or it may be something you have read, listened to or watched.
• Try to find out personal information about the members such as their hobbies, up and coming holidays and family (grandchildren especially!). Talking to members about personal topics demonstrates that you care about them.
• Try to avoid the 3 no-no’s; politics, religion and sex. If this is brought up by the members in the session try to steer the conversation elsewhere if it is not appropriate!

Difficult members

• Try to take the member or person aside so that any interaction is not in the middle of an exercise session
• Reassure them that you understand their concern/ problem
• Ask them if you would like Taylor/ Suzy or the centre manager to get in contact with them to discuss the matter further. If so email Taylor/Suzy/centre manager with the persons name and contact details plus a brief description of the problem.
• If in doubt and a person is not happy/ not wanting to continue, it is often best to offer them a refund of their membership fees for that month

Member Follow-ups

• An inactive members list will be printed out and distributed among staff
• Phone call as first point of contact. Example script; “Hi Margaret its Suzy from Active Seniors at Gordon. We notice that you haven’t been back into the centre since your holiday and I just wanted to touch base with you and make sure everything is ok?”
• Email can also be used
• For members that DNA (do not attend) a session without advising us, there is a DNA email template that will automatically send if they are marked as absent in Clubworx

Claiming from Medicare

• With an appropriate GP referral under an EPC (item# 10953) members may be able to claim a rebate on individual consultations through Medicare
• In Halaxy, click on "Invoice"
• Ensure that the correct item number is displayed (10953)
• Ensure all patient data is entered correctly including Medicare card number and patient reference number on the card and that the referral is current
• Following this click on the button at the bottom of the invoice that says “process bulk bill”

The only exception to the above is where the Medicare rebate is being applied to an initial consultation, follow-up report of findings visit or to a returning member. For these items the process is as follows:

• Ensure the appropriate item code (10953) is applied to the consultation and appears on the invoice in Halaxy
• Ensure the Medicare card number and details are correct and that the referral is current and there are sessions available for claim (will list 3/5 sessions used)
• Take full payment for the service from the member through the POS system
• Mark the invoice as paid FIRST (if this is done after the process rebate button is selected, a cheque will be sent back to our centre and will be addressed to the staff member who completed the consultation
• After it is marked as paid, click on the button at the bottom of the invoice titled "process rebate"
• Advise the member that they will receive the rebate in their account within 7 business days

Health Fund Rebates

• Health fund rebates may be available to members who have extra's cover and more specifically Exercise Physiology services
• Rebates vary between health funds. The amounts as well as the items available for claim vary e.g. some funds will only pay rebates for individual services where are others may cover group and individual services
• Following payment entry into Clubworx a receipt will be automatically generated and emailed to the client.
• If the member doesn't have an email address you can click on the gear button next to the payment in Clubworx to view the receipt and print it out for them
• In some instances you will need to modify the name of the membership to include "item code 502"

Staff Holidays

• Carla will show you how you can access our Google calendar that has other staff member holiday requests and approved absences already entered
• Following this, use Roster elf to submit a request for time off which will automatically come to Taylor/Suzy and Carla
• It is useful to discuss cover arrangements with your colleagues and confirm cover arrangements with Carla to allow appropriate roster modifications
• Please avoid booking commitments until approval is given