Our practice is committed to best practice in relation to the management of information we collect. ProMind Psychology Pty Ltd has developed a Policy to protect client privacy in compliance with privacy legislation.

Our policy is to inform you of:

1. the kinds of personal information that we collect and hold;
2. how we collect and hold personal information;
3. the purposes for which we collect, hold, use and disclose personal information;
4. how you may access the clients’ personal information and seek the correction of that information;
5. how you may complain about a breach of the Australian Privacy Principles and how we will deal with such a complaint.

What kinds of personal information do we collect?

The type of information we may collect and hold includes personal information about:
1. The clients’ name, address, date of birth, email and contact details;
2. Medicare number;
3. The clients’ health information and other sensitive & personal information is collected as part of providing psychological service;
4. Insurance claim information, if relevant.
5. Other medical reports and forms if relevant.

How do we collect and hold personal information?

We will generally collect personal information:
1. from the client directly when the client provides their details to us;
2. from a person responsible for the client;
3. from third parties where the Health Records (Privacy and Access) Act 1997 and the Privacy Act 1988 or other law allows it.

Where do we hold the clients’ personal information?

Any physical files are locked and electronic data is kept secure via an industry compliant software package.

Why do we collect, hold, use and disclose personal information?

In general, we may collect, hold, use and disclose the clients’ personal information for the following purposes:
1. The clients’ personal information is gathered and used for the purpose of providing psychological services, which includes assessing, diagnosing and treating the client’s presenting issue. The personal information is retained in order to document what happens during sessions, and enables the psychologist to provide a relevant and informed psychological service.
2. to communicate with the client
3. to comply with our legal obligations
4. to help us manage our accounts and administrative services.

Consequences of not providing personal information

If you do not wish for the you/the clients’ personal information to be collected in a way anticipated by this Privacy Policy, ProMind Psychology may not be in a position to provide you/the client with psychological service.

How can you access and correct the clients’ personal information?

Subject to the exceptions set out in the Health Records (Privacy and Access) Act 1997 and the Privacy Act 1988, the client may seek access to and correction of the personal information which we hold. The psychologist may discuss the contents, subject to the exceptions of the aforementioned Acts. If satisfied that personal information is inaccurate, out of date or incomplete, reasonable steps will be taken in the circumstances to ensure that this information is corrected. An appointment will need to be made and fees charged (if necessary) for clarification purposes.

Psychologists also have the right to refuse access to clinical records if they believe the request is malicious and vexatious, or if it could result in serious harm to the patient.

Disclosure of personal information

Clients’ personal information will remain confidential except when:
1. It is subpoenaed by a court; or
2. Failure to disclose the information would in the reasonable belief of ProMind Psychology, place a client or another person at serious risk to life, health or safety; or
3. The client’s prior approval has been obtained to:

a) provide a written report to another professional or agency, e.g., a GP, Return to Work insurer or a lawyer; or
b) discuss the material with another person, e.g. a parent, employer or health provider; or
c) disclose the information in another way; or

4. you would reasonably expect the clients’ information to be disclosed to another professional or agency (e.g. the clients’ GP or an insurer such as Return to Work) and disclosure of the clients’ personal information to that third party is for a purpose which is directly related to the primary purpose for which the clients’ personal information was collected; or

5. disclosure is otherwise required or authorised by law.

A client’s personal information is not disclosed to overseas recipients, unless the client consents or such disclosure is otherwise required by law. Clients’ personal information will not be used, sold, rented or disclosed for any other purpose.

How can you make a privacy related complaint?

We will take reasonable steps to protect the security of the clients’ information and comply with our legal obligations. Our staff are trained and required to respect the clients’ privacy. We take reasonable steps to protect information held from misuse and loss and from unauthorised access, modification or disclosure.

If you have any questions about privacy-related issues or wish to complain about a breach of the Australian Privacy Principles or the handling of the clients’ personal information by us, please contact us on [email protected]

You may lodge a complaint in writing to the email address above. Any complaint will be investigated and you will be notified of the making of a decision in relation to the clients’ complaint as soon as is practicable after it has been made, usually within 30 days.

Concerns

Upon request you can obtain a copy of the Australian Privacy Principles, which describe the clients’ rights and how the clients’ personal information should be handled.

Ultimately, if you wish to lodge a formal complaint about the use of, disclosure of, or access to, the clients’ personal information, you may do so with the Office of the Australian Information Commissioner by phone on 1300 363 992, online at http://www.oaic.gov.au/privacy/making-a-privacy-complaint or by post to:
Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001.

Updates to this Policy

This Policy will be reviewed from time to time to take account of new laws and technology, changes to our operations and other necessary developments.

Your treating Psychologist may discuss your case at clinical supervision with other psychologists or health professionals. All psychologists are legally bound to keep the information confidential.

At ProMind Psychology, we value your feedback and are committed to continuously improving our services. If you have any concerns, or if you would like to provide feedback or make a complaint, you can do so through the following channels:

1. Providing Feedback

   • You can provide feedback about our services by:
     • Speaking directly to your psychologist during your appointment.
     • Sending your psychologist a direct email with the email address being <psychologistfirstname>@promindpsychology.com
     • Speaking with our admin team via:
       • phone: (08) 81667566
       • email: [email protected]
       • In person at the reception counter
     • Sending an email to Karen Stevens, Director at [email protected]
     • Completing a feedback form in our waiting area.

2. What Happens Next?

   • We take all feedback and complaints seriously and will acknowledge receipt of your complaint within 5 business days.
   • Your complaint will be reviewed, and we may reach out to discuss the issue further and explore possible solutions.
   • Our goal is to resolve complaints fairly, respectfully, and within 14 business days.

   We value your input, as it helps us improve our services and ensure that all clients receive the best possible care.

Cancellations and Rescheduling appointments
To cancel or reschedule an appointment we need at least 48 business hours notice (2 full business days).

Appointments can be in high demand, and your early cancellation will give us the opportunity to offer the appointment to another person who may need urgent support.

If you cancel with 24 – 48 hours’ notice, 50% of the fee will apply.
If you cancel with less than 24 hours’ notice or do not attend your appointment, the full fee (100%) will apply.

Please note these fees are not covered under Return to Work, Comprehensive Third Party, your private health fund or Medicare.

The reasons for our cancellation policy are to ensure that our services are provided equally and fairly to all our clients who need them.

Unfortunately, if you do not show up for your appointment or cancel without giving adequate notice to us, you are taking away the opportunity for another of our clients to fill in your spot.

We understand that from time-to-time things can go wrong that are beyond the control of our clients and in such circumstances of emergencies and extenuating circumstances, we will endeavour to respond to your situation as quickly and as fairly as possible, provided that you grant us as much notice as possible.

 

Courses & Events

Courses
All transactions with ProMind Psychology are subject to the following terms and conditions. The person responsible for the booking as indicated in these terms and conditions is the person who is named on the booking confirmation form or, if that person is a minor, their legal guardian. It is their responsibility to read all terms and conditions of their booking.

The price for each course is displayed on the website and must be paid in full, by debit or credit card, or by Direct Deposit at time of booking in order to confirm registration. 

Your booking will be confirmed after registration by e-mail.

Tickets for courses are non-refundable and non-redeemable. Exceptional circumstances (emergencies, etc) will be treated on a case-by- case basis.

If the course is eligible for Medicare rebates and you have a valid referral from your GP or treating Medical Practitioner, rebates are able to be claimed after each session is attended.  If you do not attend a session, the rebate can not be claimed for that session.

We cannot accept responsibility for any changes in personal circumstances or work commitment. We reserve the right to cancel or change course dates if necessary, at any time. In the event of cancellation, all customers will be notified. If a customer is not available for the new date, they will be refunded the ticket in full and offered a choice of alternative dates / events.