The quality of service we deliver will stay the same, but our invoices are getting an update

The Shepherd Centre is reaching out to all our families to let them know about an upcoming change to their next invoice in December. Rest assured that while the invoice may appear different, the quality of service your family receives will remain unchanged.

More detail and transparency

As you may know, our commitment to providing the best experience to our families is of paramount importance to us. Subsequently we are changing the way we invoice to “service hours” rather than a “package” method. This new approach is a direct result of listening to families and understanding the type and level of information that you would like. With this goal in mind, we are making a few modifications to the invoice to provide you with more transparency and detail about how your plan is being used including direct service, groups, cancellations, case consultation, travel, indirect time (non-face-to-face supports) and discounted services being offered to your family.   

Responsive to your family’s needs

The format has been designed based on feedback from families to be more user-friendly and easier to understand. Month to month, the invoice will also show how our service responds to the changing needs of your child and family. This means the invoice amount will go up and down each month depending on the services you have received. In December you will receive an invoice in the new format for your services in November. We understand that it will look different, but we are confident that it will enhance your overall experience with our services. If your bill is a bit higher than it was previously, we’ll be in touch with you as soon as we can to talk you through it. We encourage you to reach out to your immediate team if you have any questions or need assistance with understanding the new format of your invoice. We are here to assist you every step of the way. 

Our commitment to you

Please be assured that these changes do not affect the quality of the services we provide. Your service will continue to be delivered with the same dedication, commitment, and excellence that you have come to expect from our wrap around, interdisciplinary team of Listening & Spoken Language Specialists, Paediatric Audiologists, Child & Family Counsellors and Early Childhood Educators.  

How to provide feedback

We greatly value your continued faith in us and our partnership with your family.  If you have any concerns about the quality of service you receive, suggestions, or feedback, please do not hesitate to reach out to me directly. Your input is invaluable in helping us improve and provide the best service possible. You can provide feedback by calling 1800 020 030 or by emailing us at: [email protected]. You can also provide feedback anonymously on our website. 

Thank you for being a part of The Shepherd Centre family. We appreciate your understanding and support as we continue to improve our services and the information we provide you.  

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