Practice Office Policy

Aspen Med Ltd
Last updated: 17 December 2025

This Practice Office Policy explains how Aspen Med’s administrative and office-based functions operate. It complements (and does not replace) the operational policies of the clinics and hospitals where Aspen Med clinicians may provide care.

This policy is intended to provide clarity for patients regarding communication, administration, and coordination of care.

1. Scope of This Policy

This policy applies to:

• Aspen Med’s central office and administrative services

• Care coordination, booking support, and patient communication handled directly by Aspen Med

• Services provided by Aspen Med clinicians across different clinical locations

This policy does not replace:

• Local clinic or hospital policies

• Facility-specific rules, procedures, or operational requirements

Where care is delivered within a clinic or hospital, the policies of that organisation will apply in addition to this policy.

2. Relationship with Clinics and Hospitals

Aspen Med clinicians may provide services at:

• Independent private clinics

• Hospital facilities

• Partner organisations

Each clinic or hospital operates under its own:

• Clinical governance framework

• Health and safety policies

• Facility rules and procedures

• Complaints handling processes

Patients are expected to comply with the policies of the clinic or hospital where their appointment takes place.

Aspen Med’s role may include:

• Clinical service provision

• Care coordination and liaison

• Administrative support

3. Appointments and Administrative Support

Aspen Med’s office team may assist with:

• Appointment scheduling and coordination

• Communication regarding appointments, results, and follow-up

• Liaison with clinics, hospitals, laboratories, and insurers

Final responsibility for attending appointments on time and following local instructions rests with the patient.

4. Communication

4.1 Methods of Communication

Aspen Med may communicate with patients via:

• Email

• Telephone

• Secure patient portal messaging

Communications may include administrative information, appointment reminders, or clinically relevant updates.

4.2 Response Times

Aspen Med aims to respond to administrative enquiries within a reasonable timeframe, typically within 2–3 working days.

Clinical queries will be addressed according to clinical urgency and may require a scheduled appointment.

5. Clinical Advice Outside Appointments

Aspen Med does not routinely provide clinical advice outside of scheduled appointments.

Requests for medical advice may require:

• A booked consultation, or

• Referral to urgent or emergency services where appropriate

This is to ensure patient safety and appropriate clinical documentation.

6. Records and Documentation

Aspen Med maintains medical and administrative records in accordance with:

• Data protection legislation

• Professional record-keeping standards

Records may be shared with clinics, hospitals, laboratories, or other healthcare professionals involved in a patient’s care, as outlined in the Privacy Policy.

7. Prescriptions, Referrals, and Reports

• Prescriptions, referral letters, and reports are issued at the clinician’s discretion and in line with clinical judgement.

• Timeframes may vary depending on clinical complexity and third-party involvement.

• Certain services may incur additional fees, which will be communicated in advance where applicable.

8. Fees, Payments, and Insurance

Administrative support related to billing, invoices, and insurance coordination may be provided by Aspen Med.

Patients remain responsible for:

• Understanding their insurance coverage

• Payment of any fees not covered by insurers

Cancellation and non-attendance terms are governed by Aspen Med’s Appointment Cancellation and Non-Attendance Policy.

9. Professional Conduct and Behaviour

Aspen Med expects all interactions between patients, clinicians, and staff to be respectful and appropriate.

Aspen Med reserves the right to review ongoing care arrangements in cases of:

• Abusive or threatening behaviour

• Repeated non-compliance with policies

This will always be approached proportionately and with patient safety in mind.

10. Complaints and Feedback

Aspen Med takes all feedback and complaints seriously and aims to ensure that concerns are addressed through the appropriate governance framework.

10.1 Administrative and Coordination Matters

Concerns relating to Aspen Med’s:

• Administrative services

• Appointment coordination

• Communication or billing handled by Aspen Med

should be directed to Aspen Med in the first instance.

10.2 Clinical Care Delivered at Clinics or Hospitals

Where a concern relates to clinical care provided during a consultation, investigation, or procedure that took place at a clinic or hospital, the complaint will normally need to be addressed through the complaints process of that clinic or hospital.

This is because:

• The clinic or hospital provides the practising privileges and clinical governance framework

• Clinical activity is undertaken under that organisation’s regulatory oversight and policies

Aspen Med may, where appropriate:

• Support communication between the patient and the clinic or hospital

• Cooperate fully with any investigation conducted under the host organisation’s governance processes

10.3 Professional and Regulatory Matters

Complaints relating to a clinician’s professional conduct or fitness to practise may also be addressed through:

• The clinician’s professional regulatory body, where applicable

• The governance processes of the clinic or hospital providing practising privileges

Aspen Med will cooperate with all relevant regulatory and governance requirements.

10.4 No Duplication of Complaints Processes

To ensure concerns are handled efficiently and fairly, complaints should generally be progressed through one primary complaints process at a time, in line with the setting in which the care was delivered.

11. Review of This Policy

This policy is reviewed regularly and may be updated as Aspen Med’s services evolve. The most current version will be available via the Aspen Med website or Patient Portal.

12. Contact

For administrative enquiries, please contact:

Aspen Med Ltd
Email: practice@aspenmed.net