Your rights, responsibilities, treatment of minors and feedback!
The clinic offers a range of services to assist you in the improvement and quality of your life. When you engage in our services it is with the understanding that the relationship between the client and the treating therapist is one of a partnership with a mutual and agreed upon goal. Like any partnership the desired outcome cannot be reached unless both parties uphold their rights and responsibilities.
Your rights as a client
Clients have the right to:
• Be treated with courtesy and respect
• Be free from discrimination
• Be treated with dignity
• Confidentiality and privacy
• Services in keeping with recognised skills and standards
• Refuse further treatment
• A second opinion
• Request a referral to a specialist Doctor or other Health care provider
• Effective communication in an open, honest and effective manner
• Be fully informed about all aspects of their treatment
• Make an informed choice about their treatment
• Give or deny informed consent about their treatment
• Have someone accompany them during treatment
• Provide feedback about services and treatment
Clients have the responsibility to:
• Observe all rules and policies of the clinic
• Disclose any information about their physical, mental and emotional health that may impede their relationship with their treating therapist or affect treatment outcomes
• Disclose any information about their limitations or disabilities that may affect communications or treatment outcomes
• Treat all clinic staff with respect and courtesy
• Respect the rights and privacy and dignity of other patients and staff attending the clinic
• Observe and adhere to clinic policies on payment of accounts and appointments
• Comply with the agreed treatment and follow advice or instructions given
• Communicate their needs and concerns effectively and in a timely manner
• Make an informed decision on the treatment for themselves
• Inform the treating therapist of the effects of treatment whether it was negative or positive
Cancellation Policy
We run a busy clinic and ask that if you need to move or cancel an appointment we require 24 hours’ notice otherwise the following applies:
• 1st missed appointment, we are understanding and will waive the cancellation fee
• 2nd missed appointment, we are understanding and will waive the cancellation fee
• 3rd missed appointment, this is unacceptable, 50% of the standard consultation fee is due
• 4th missed appointment; you must pay the full appointment cost & will only be able to make future appointments on the day
Payment of Fees
It is the policy of this practice that all fees are paid at the time of the consultation. System errors with HICAPS – direct Health Fund payments are rare, but they do occur. This situation is beyond our control. In this event we will require payment in full and a receipt will be issued for you to claim through your Health fund.
This policy will be strictly adhered to. Our reception staff have no authority to offer accounts for outstanding fees.
Use of your personal information including email
Your details, including email addresses, remain confidential and the clinic does not share this information with any third party without first seeking your consent.
The clinic requests your email address to enable communication with our administration and therapy staff in order to facilitate your treatment.
The clinic periodically sends out newsletters via email to communicate new services, changes to existing services and staff changes. If you do not wish to receive these emails, please inform reception so a note can be made on your profile.
Information on the treatment of minors
We appreciate that some minors may not understand important information given about their condition and treatment or may even misinterpret our advice. Optimal care of our minor clients is a priority to us: therefore it is our recommendation that clients under the age of 16 are accompanied by a parent or adult guardian during treatment.
In the event that accompaniment is not possible at each treatment, it is the responsibility of the parent or guardian to telephone the treating therapist for updates on advice and treatment. Your call will be taken or returned as soon as possible.
This clinic and it’s staff take no responsibility for outcomes resulting from ineffective communications where a parent or adult guardian chooses not to be informed.
This clinic and it’s staff have the right to refuse treatment to clients who:
• Do not comply with clinic guidelines and policies as outlined in this brochure
• Are abusive physically or verbally
• Do not comply with agreed treatment and instructions given
• Harass staff in any form
• Damage the reputation of the clinic or its staff
• Enter staff only areas
Feedback
Your feedback about our services are welcome. We view this process as an opportunity for improvement where required. Any concerns will be treated confidentially, fairly and in a timely manner.
All feedback should be addressed to the Practice Principal – Tom Carson by phoning the clinic on 3869 1099 or via email, subject line Attn Tom Carson, to info@sphc.net.au