Phone:
07 2111 8545
Fax:
07 2111 8565

Physical address:
Australia-wide

CONSUMER INFORMATION FORM

PSYCHOLOGICAL SERVICES

INTRODUCTION

This document provides essential information about the psychological services provided by Care Collaborate Connect, including our approach to treatment, business practices, fees, and confidentiality.  Please take a few moments to read through these and if you would like to receive treatment, continue on to booking an appointment.

SERVICES PROVIDED AND EMERGENCIES

Services provided

Care Collaborate Connect only provides services to adults.  All services are provided by telehealth.

Psychological services are provided in accordance with the requirements of the Commonwealth Privacy Act 1988, the Australian Privacy Principles 2014, The Psychology Board of Australia and AHPRA guidelines/legislation, and the Australian Psychological Society Code of Ethics.

All practitioners at Care Collaborate Connect are registered clinical psychologists.  We use evidence-based psychological treatments tailored to your needs.  Your psychologist will discuss the proposed treatment with you after assessing your problems and overall health and wellbeing.

Limitation to Services

Care Collaborate Connect is a private provider of psychology services.  Treatment is provided via prearranged, scheduled appointments.  Psychologists have limited availability for contact outside of scheduled appointments.  They may not have an opportunity to respond between sessions and before your next appointment, so this should not be relied upon for emergency matters.

Emergency Contacts

Care Collaborate Connect is not able to provide urgent or emergency support.  Our phone, fax, and email are not monitored outside standard business hours.  If you need urgent support, please get in touch with community support services.

  • In an emergency:  Ambulance Tel: Triple Zero  
  • To discuss support options, Healthdirect:   Tel: 1800 022 222    https://www.healthdirect.gov.au/  
  • For support, Lifeline:   Tel: 13 11 14    https://www.lifeline.org.au

APPOINTMENTS AND FEES

Professional fees

The standard fee for an individual 50-minute consultation is $300. Only electronic payments are accepted.  

Payment for group programs is required at the time of booking.  If you are unable to attend, a place in a subsequent group may be offered depending on availability.  Group programs may be postponed if there are insufficient numbers.

In addition to scheduled appointments, this practice charges for other professional services that you may require, such as report writing, telephone conversations, attendance at meetings or consultations, or the time required to perform any other service you request.  The fee of $300 will be prorated for these additional services.

Missed / Late Cancelled/Rescheduled Appointments

Providing at least 48 hours notice to cancel or change an individual appointment helps us to keep your session costs down, maximises our availability to other consumers, and minimises lost clinical time. 

Fees

More than 48 hours notice no charge

less than 48 hours full fee

Third-party funders do not pay late cancellations or missed appointment fees.  These are your responsibility even if a Third Party normally funds your treatment.  If you are late for an appointment, your session may be less than 50 minutes, however, you will need to pay the full session fee in these circumstances. 

A reminder email message will be sent to you one day before your appointment.  These are courtesy emails only.  If for any reason, you did not receive a reminder message and missed your appointment, you will still need to pay the late missed appointment fee.  If ever in doubt, please telephone to confirm an appointment. No further appointments will be available until cancellation fees have been paid.

Frequency of Appointments

The number and frequency of individual appointments will be based on clinical need and treatment provided.  In many circumstances, it can be difficult to precisely predict the number of sessions required because treatment outcomes can vary between people.  Your psychologist will discuss the expected number and frequency of sessions with you once they have had an opportunity to understand your treatment needs and goals.  

CONFIDENTIALITY, PRIVACY, AND RECORD MANAGEMENT

Confidentiality and Privacy

All information recorded about you remains confidential and private unless 

  • you have provided consent to share information with others
  • communication with your referring general practitioner (GP) is required under Medicare rebate requirements
  • you need immediate additional professional support because you might harm yourself or someone else.
  • a serious crime, such as child abuse/neglect, has been committed.
  • your information is subpoenaed in court or other legal proceedings (e.g., work cover or the motor accident commission).
  • sharing information about you is legally required under mandatory notification and reporting guidelines.

Health Record Management

All information regarding the assessment and treatment of your problems will be stored in your health record.  With your consent, we may also collect and store health information about you from third parties, such as your doctor.  Your health record is managed and protected in accordance with the applicable state and federal laws.  Adult health records are legally required to be stored for seven years after you finish treatment with us, after which they will be destroyed.  

Your health record belongs to your health provider.  You can request access to a copy of your Health Record.  Please discuss how to do this with your psychologist or our practice manager.

Data Breach Plan

We follow the national requirements for preventing and reporting data breaches.  You can read more about the requirements here https://www.oaic.gov.au/privacy/notifiable-data-breaches 

Concerns

The National Privacy Principles can be found at oaic.gov.au.  Talk with your psychologist if you are concerned about the management of your personal information.  If you wish to lodge a formal complaint about the use of, or access to, your personal information, you may do so with the Office of the Federal Privacy Commissioner  on 1300 363 992 or GPO Box 5218, Sydney, NSW 2001

TELEHEALTH

Care Collaborate Connect provides psychological services ONLY by telehealth using videoconferencing software.  You are responsible for the costs associated with setting up the technology needed to access telehealth services.  Our practice will be responsible for the cost of the platforms used to conduct telehealth services.

To access telehealth consultations, you will need access to

  • a quiet, private space,
  • a device that allows videoconferencing with a camera, microphone and speakers
  • a reliable internet connection

You will be sent an email with a link to attend your appointment with more information about how to access telehealth.

The privacy of any communication via the internet is potentially vulnerable and limited by the security of the technology used.  To support the security of your personal information, this practice uses Cliniko practice software—which complies with the Australian standards for online security and encryption—to  support the security of your personal information.

A telehealth consultation may be subject to limitations such as an unstable network connection, which may affect the session quality.  There are some services for which telehealth may not be appropriate or effective.

Additional contacts

Telehealth can have limitations in ensuring people have adequate support when they are very distressed.  To ensure you have additional support if needed, you will be asked to provide the contact details of people who can be contacted to support you if a crisis occurs.

CONSENT

By booking an appointment, your consent to these terms and conditions.