Q - Is my appointment reminder in Qld time or Vic time? 

The change of daylight saving can cause confusion especially for those living in NSW and attending appointments on the Gold Coast.  

For those clients seeing Claire via Telehealth on a Wednesday, your appointment will always be in Victorian times and will adhere to Victorian school holiday timetables. 

For clients seeing Claire on Tuesday (usually at the Gold Coast office) appointments will always be in QLD times and will adhere to QLD school holiday times tables.  If you live in NSW, your appointment times will come to you in QLD time, you will be required to convert your times.

Please use your printed list rather than appointment reminders as these may convert to an incorrect time.   

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Q - Do appointment times change over school holidays?

Regular sessions are on break over school holidays.  Specialised programs run over some school holidays.  

Please note that admin will operate on reduced hours during all school holidays.  If you are unable to contact reception, please leave a message, send a text or Email.  

If you need to contact us regarding an appointment. eg: running late etc, please reply to your appointment reminder.  
 

All texts and emails will be replied to in order when reception resumes.   ​

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If you have a scheduled appointment during a holiday period, your appointment will still go ahead.  

 

NOTE: Regular therapy sessions do not continue over school holidays. 

 

Q- Why am I charged a late cancellation fee when I gave notice to cancel my appointment? 

A- Our cancellation policy requires two clear working days notice to cancel or change appointments. Working days relate to LaLa reception hours. Monday to Friday 9am to 3pm, excluding weekends and public holidays. 

Clear days are the full days between your notice day and your appointment day.

If you have not given seven two clear days notice prior to your appointment, a late fee will apply.  

Speech Pathology group sessions have a different cancellation policy, please refer to your groups agreement.  Please see our cancellation policy for more information.  

 

Q- Why is your reception not staffed full time? 

A- At LaLa, we value work and family balance for our staff. We choose our staff because they are the best at what they do, many have families and we do not exclude them from our workplace for this reason. Our reception is tailored around school hours to fit with our working mums. We also endeavour to continue to keep our fees as low as possible for clients, therefore having our reception in both Sale and Bairnsdale staffed at peak times, rather than 9am to 5pm, assists with this. 

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Q- Why has my phone call gone to the answering machine? 

A- We understand that not having a call answered can be frustrating, we do our best to answer all calls that come through to us but unfortunately this is not always possible. We are more often than not supporting clients and families when we do not answer. We offer multiple options for contact and leaving us a message. We suggest leaving a message when you call or choosing one of our other options for contact rather than trying to call back many times in a row. 

We do our best to reply to all messages as soon as possible. 

NOTE: We are not able to return missed calls, you must leave a message if you would like a return call. 

 

Q- Why have I not received a call back? 

A- While we do our very best to reply to all messages as soon as possible, usually on the day you called, if staff are out of the office or there are extenuating circumstances, your reply phone call may be delayed. If you did not leave a message, you will not receive a call back, we are not able to reply to missed calls. 

If you have not received a call back after a day, please try again or send a text or email in case there has been a technical glitch with your message. 

 

Q- Where are your offices located? 

A- Please check the contact us page for all the information on our office locations. 

 

Q- My child is not sick but I am unable to attend the clinic, do I need to cancel my appointment?

A- Possibly not. Most sessions can be changed to a Telehealth session. This will allow your child to have their session from home if a sibling/parent is ill or any other reason you can not make it to the clinic. 

If you have previously had a Telehealth session, you can reply to your appointment reminder with “TELE” and we will mark your session. Your therapist will use the same Telehealth mode you previously used. 

If you have not previously had a Telehealth session, call or email reception to send you the information. Give as much notice as you can as this may take some time for you to set up. 

 

Q- Can I email my therapist directly? 

A- While some therapists do give their email address to clients, this should be used for the purpose it was given only. 

You can not notify your therapist to cancel or change appointments. 

All requests regarding appointments, invoices, payments or requesting reports, etc. should be made via the reception email. 

NOTE: Reception will pass on any emails directly to your therapist, please just request this in your email. Reception is not able to pass on email addresses for therapists. 

 

Q- Is my child still on the waiting list? 

A- If you placed your child on the waiting list prior to May 2024, you will have received an email asking you to resubmit your intake forms.  This was due to an upgrade of our system. All resubmitted forms should be marked as resubmitted and include all details as previous submissions will no longer be accessible.   

 You will not lose your place on the list provided you follow the instructions in the email. 

 

Q- Do you see adults?

A- We are a Paediatric Allied Health Clinic, we service children aged 0-21 years of age. There are some exceptions to this with some therapists. To discuss individual circumstances please speak to reception.

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Q- What is your fax number?

A- We do not use fax for transferring patient documents. Clinics are asked to use our reception email address. 

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