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How we live our core values at The Physio Co

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How we live our core values at The Physio Co
22 OctCulture, TPC News

The Physio Co Core Values

Core values underpin everything we do here at The Physio Co (you can check out our core values here). Our values are what set us apart from others and provide guidance for making decisions every day whether we are working in an aged care centre, a retirement village or on a home visit.

Here are two stories from the TPC files on how we’re living our core values each and every day!

One thing we always strive to do well is communicate in clear, concise and honest ways. It is after all, part of one of our core values – ‘Respect Everyone’. Communicating clearly is a skill on its own. Our Support Team handles calls and emails, answers questions, attends to our website live chat and provides support to our therapists and clients each day, so they are incredibly familiar with the need to be clear and concise in their communication. In order to keep seniors mobile, safe and happy during the COVID-19 pandemic, we recently commenced online exercise classes for seniors, that are run on the Zoom video conference platform. One of our customer service champions, Claire, was nominated for living the core value of ‘Respect Everyone’ for the way she helped a client join the Zoom exercise class.

TPCer: Claire Souter – Physiotherapist & Customer Service Champion

Screen Shot 2020 10 27 At 8.49.49 Am Nominated by Kathy, for living the value of “Respect Everyone – we always communicate in clear, concise & honest ways”. “Claire is killing it on the phones in her support office role, and she has been such a great help with her clear and concise communication. “We recently had a client, Marg, want to join the online exercise classes and Claire ever so patiently guided Marg over the phone to successfully join the Zoom class. “I was running the class and I watched over Zoom as Marg still had Claire on the phone when she joined the Zoom room and the look of delight she had on her face when she managed to join the class with both camera & audio on! She was so grateful for Claire’s help. Not an easy task to guide someone over the phone when they are unfamiliar with the technology. Go Claire!” At The Physio Co, you can feel sure that our team are always prepared to give it a go. It’s part of one of our core values (‘Think Big, Act Small’) as we strive to help more seniors stay mobile, safe and happy. Recruiting the right people into the TPC family is very important to us. In order to ensure we grow our team with people who align with our core values, we involve a TPC clinician in our interview process to ensure both TPC and the potential recruit have the opportunity to ask questions and get to know each other. Recently, our physiotherapist Nicki lived the core value of ‘Think Big, Act Small’ through a recruiting experience. Read on to find out how Nicki lived this value so well!

TPCer: NICKI EVERIST (Physiotherapist – Team Geelong)

Nicki Everist 1Nominated by Jess for living the value of THINK BIG, ACT SMALL – we are always prepared to give it a go “This week Nicki joined me for two interviews. This was the first time she interviewed and she did an amazing job! She was so welcoming so much so, the candidate commented on how warm Nicki was and that he knew he was joining a great workplace. “Nicki also provided great feedback and even asked for feedback on how she went. Best part? She had her first hire! Thank you for being so generous with your time and giving it a go. I look forward to interviewing with you again. Go Nicki!” We pride ourselves on our award-winning culture and our commitment to our core values. If you need physiotherapy services specialising in senior’s health, you can have peace of mind that we only hire the right people to join our team. Call us today for more information on 1300 797 793    
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The Physio Co Cancellation Policy is as follows:

We require 3 hours notice otherwise the session will be charged at full cost. If the client cancels within 24 hours, the appointment will be charged at half price. Anything after 24 hours, there will be no charge. Medical reasons are of course exempt from the above, as long as we have been made aware one hour prior to the appointment. If you are ever unsure, please call the client care team at 1300 797 793.

DIRECT DEBIT REQUEST SERVICE AGREEMENT
COMPANY NAME: THE PHYSIO CO AUSTRALIA PTY LTD
ADDRESS: 25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
CONTACT DETAILS: 1300 797 793

This is Your Direct Debit Service Agreement with THE PHYSIO CO AUSTRALIA PTY LTD (ABN: 54120918854). It explains what Your obligations are when undertaking a Direct Debit arrangement with us It also details what our obligations are to You as Your Direct Debit provider. Please keep this agreement for future reference. It forms part of the terms and conditions of Your Direct Debit Request (DDR) and should be read in conjunction With Your DDR authorisation.

Definitions

account means the account held at Your financial institution from which we are authorised to arrange for funds to be debited
agreement means this ment Agreement between You and us.
banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.
debit day means the day that payment by You to us is due.
debit payment means a particular transaction where a debit is made.
direct debit request means the Direct Debit Request between us and You,
us or we means THE PHYSIO C0 AUSTRALIA PTY LTD, (the Debit User) You have authorised by requesting a Direct Debit Request.
You means the customer who has signed or authorised by other means the Direct Debit Request
Your financial institution means the financial institution nominated by You on the DDR at which the account is maintained

  1. Debiting Your account
    1. By signing a Direct Debit Request or by providing us with a valid instruction, You have authorised us to arrange for funds to be debited from Your account, You should refer to the Direct Debit Request and this agreement for the terms of the arrangement between us and You.
    2. We will only arrange for funds to be debited from Your account as authorised in the Direct Debit Request.
      Or
      We will only arrange for funds to be debited from Your account if we have sent to the address nominated by You in the Direct Debit Request, a billing advice which specifies the amount payable by You to us and when it is due,
    3. If the debit day falls on a day that is not a banking day, we may direct Your financial institution to debit Your account on the followrng banking day. If You are unsure about which day Your account has or will be debited You should ask Your financial institution.
  2. Amendments by us
    1. We may vary any details of this agreement or a Direct Debit Request at any time by giving You at least fourteen (14) days written notice
  3. Amendments by You
    You may change* , stop or defer a debit payment, or terminate this agreement by providing us with at least 30 days notification by writing to-
    THE PHYSIO CO AUSTRALIA PTY LTD
    25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
    Or
    by telephoning us on 1300 797 793 during business hours;
    Or
    arranging it through Your own financial institution, which is required to act promptly on Your instructions.
    *Note: in relation to the above reference to ‘change’, Your financial institution may ‘change’ Your debit payment only to the extent of advising us THE PHYSIO CO AUSTRALIA PTY LTD of Your new account details.
  4. Your obligations
    1. It is Your responsibility to ensure that there are sufficient clear funds available in Your account to allow a debit payment to be made in accordance with the Direct Debit Request.
    2. If there are insufficient clear funds in Your account to meet a debit payment:
      • You may be charged a fee and/or interest by Your financial institution;
      • You may also incur fees or charges imposed or incurred by us, and
      • You must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in Your account by an agreed time so that we can process the debit payment.
    3. You should check Your account statement to verify that the amounts debited from Your account are correct
  5. Dispute
    1. If You believe that there has been an error in debiting Your account, You should notify us directly on 1300 797 793 and confirm that notice in writing with us as soon as possible so that we can resolve Your query more quickly, Alternatively You can take it up directly With Your financial institution.
    2. If we conclude as a result of our investigations that Your account has been incorrectly debited we Will respond to Your query by arranging for Your financial institution to adjust Your account (including interest and charges) accordingly. We Will also notify You in writing of the amount by which Your account has been adjusted
    3. If we conclude as a result of our investigations that Your account has not been incorrectly debited we Will respond to Your query by providing You with reasons and any evidence for this finding in writing.
  6. Accounts
    You should check:
    • with Your financial institution whether direct debiting is available from Your account as direct debiting is not available on all accounts offered by financial institutions.
    • Your account details which You have provided to us are correct by checking the against a recent account statement,- and
    • with Your financial institution before completing the Direct Debit Request if You have any queries about how to complete the Direct Debit Request.
  7. Confidentiality
    1. We will keep any information (including Your account details) in Your Direct Debit Request confidential. We will make reasonable efforts to keep any such information that we have about You secure and to ensure that any of our employees or agents who have access to information about You do not make any unauthorised use, modification, reproduction or disclosure of that information.
    2. We will only disclose information that we have about You:
      • to the extent specifically required by law; or
      • for the purposes of this agreement (including disclosing information in connection with any query or claim).
  8. Notice
    1. If You Wish to notify us in writing about anything relating to this agreement, You should write to
      THE PHYSIO CO AUSTRALIA PTY LTD
      25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
    2. We Will notify You by sending a notice in the ordinary post to the address You have given us in the Direct Debit Request.
    3. Any notice will be deemed to have been received on the third banking day after posting.

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