Hi All
As a follow up to my question last week regarding foot orthosis return
policy it appears very very few facilities have anything in writing. Most
practitioners stated that they either didn’t return any funds or funnily
they gave a full refund. I have created a policy for our facility now and
am distributing it to each foot orthosis client along with the care and
maintenance and break-in procedures handout they already get. In a
nutshell, this return policy states that orthoses are not a cure but a
control for foot symptoms and that compliance and suitable shoes are very
important. It goes on to say that in the event that a patient chooses to
request a return the client must return the orthoses along with the
original invoice. The client is reimbursed the cost of the orthoses, minus
a 3/4 hour clinical assessment fee and $25 file administration fee. I’d
point out that the original invoice is important as many clients have
access to insurance for foot orthoses. If they have accessed insurance,
been directly reimbursed, then return the orthoses to my facility and I in
turn reimburse the client they’ve made money off of me and I’ve pretty much
committed fraud. Of course if insurance is involved and they have
appropriate paper work I’ll refund the client/insurance co.
I share this info with everyone as it’s always an uncomfortable situation
when clients are disappointed with the work we provide. If they know what
a policy is when they get orthoses it makes them more aware of their role
in rehabilitation and there are no surprises.
If your facility does not have a policy in place I’d suggest you consider
one before that irate client of the year appears again.
Cameron Renwick, C.O.(c)
Algonquin Orthopaedics
Huntsville, ON
www.orthotics.ca
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