Western Bay of Plenty PHO Practice Manager’s Meeting Minutes

Regardless of the reason, communication from the debt collector to the debtor will finally shock the debtor into doing something. The shock created by the debt collector’s involvement is far greater than any communication or pressure that the Medical Centre can bring to bear.

Account Collections amplifies and harvests from the shock factor by using three communication tactics:

• Using colour, graphics, and pictures in all visual communications (so letters, emails, and texts). Debtors don’t read so other ways to get a message absorbed have to be used.

• Immediate telephone reception by mature staff. Debtors are put off by technological advancements and prefer to speak with someone who can guide and help.

• Repetition of communication. Debtors need lots of communication each week to get and keep a debt repayment in their priority list.

It is reasonable and even kind to get debtors to pay for their medical consultations rather than the Medical Centre having to wear the cost and increase prices to other patients and for the debtor to simply spend their money on other things such as big colour TV’s etc.

Debt collection agencies are useful for larger amounts of money that the practice cannot retrieve themselves. If a non-paying patient is in debt to a practice because of financial issues like poverty or lack of funds, it can be empathetic to try to understand that patient’s financial situation and give them support through HIPs. John, the presenter, notes that in his thousands of debt collection cases, inability to pay debts is rarely due to financial struggles and more often because the debtor is not prioritising their spending. Debt collection agencies do not place importance on paying the amount in full or large amounts, but even $5 or $10 a week is acceptable and encouraged. They only want people to be making payments towards resolving their debt. The debt collection services manages these small payments and following up with debtors, taking that administrative task and energy off of the practices.

PM Suggested Topic for Discussion: Managing Staff Absence

Recommended Resources:

• HRNZ Guidance Document: Managing Sick Leave & Medical Incapacity

• HRNZ Online Course: Managing Sick Leave and Reducing Absenteeism

• WBOP PHO People & Culture

• Lead Planning Future Sessions to Share Learning to Network on this Topic

No further business

Karakia & Close of Meeting

Thanks to everyone for joining the meeting – please don’t hesitate to contact us with any queries.

Date of Next Meeting: 12th July 2023, Tauranga Yacht Club