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Sick Leave Process

--- title: Sick Leave Process updated: 2025-09-11T07:43:14 created: 2024-05-20T16:18:50 ---

Sick Leave Process Last Updated: 9/7/2024

Sick Leave is managed by both the Clinic Managers and the administration team. The Clinic Managers (or the General Manager of Operations if the CM is not available) will receive the call from a practitioner if they are unable to work. They will then post a message into the “sick leave” channel on slack notifying the CE team that the practitioner will be on leave and which clinic, and will put notes on all appointments regarding how to rebook. They will also attempt to contact the clients who's appointments are prior to the CE Team starting their shift, and block out the practitioners day with a busy block so that no online bookings can be made.

It is then the responsibility of the CE team member who is working at the time to reply in thread to this post, offering the CM assistance with rescheduling/cancelling clients.

When making the calls to reschedule clients: Do:
  • Apologise for the inconvenience/late notice
  • Notify them that the practitioner will be on leave
  • Offer the alternative option directed by the CM
  • Look for other alternatives if this option is not accepted
  • Cancel the appointment if no alternative could be arranged
  • Thank them for being flexible/apologise again for the inconvenience.
Do Not:
  • Tell the client the practitioner is sick/disclose any personal information
  • Charge a late cancellation fee if they do not wish to attend

If you are unable to reach the client, please leave a note on the appointment such as “left VM offering 9.30am session with XXXX” so that if others receive the call, they can assist in rescheduling. Once all clients have been contacted, return to the original post made in the sick leave channel and once again, reply in thread to update the CM of your progress.

Template - Change of Practitioner: Hiya (Client Name), this is a courtesy message to let you know that (Practitioner Name) has had to take unexpected leave and is unavailable for your appointment today at (TIME) at Hiya Health - (Location). (Alternative Practitioner Name) is available at (TIME) and will be taking you for your session instead. We look forward to seeing you soon!

Template - Reschedule: Hi (Client Name), due to unforeseen circumstances (Practitioner Name) is unavailable for your session today at (TIME), at Hiya Health (Location). Unfortunately there are no other practitioners available to take your session today, therefore we will need to reschedule this session to another day. We will contact you shortly to reschedule your appointment.