Privacy and Fee Policy
Confidentiality of Information
All personal information gathered by practitioners/therapists/doctors at the clinic during the provision of services will remain confidential and secure with the following exceptions:
- It is subpoenaed by a court.
- Failure to disclose information would place you or another person at risk
- Your prior approval has been obtained to either provide a written report to another agency or discuss the matter with another person. In this event, a consent form will be provided for signing.
Use of Information
Information gathered at One Central Health is used exclusively for two purposes:
- Formation of a professional opinion which is used to guide assessment and treatment for the presenting issue; and
- Evaluation of the service provided by the clinic through collation of detailed statistics about referral sources, nature of presenting problems, attendance durations, etc. In all cases where information is used for statistical purposes, no identifying information is made available.
Security of Information
Information provided to One Central Health is held both in the Client File and the Clinic Database. All files are held within the office and in locked filing cabinets.
One Central Health will require (depending on the client) information to be released from other medical practitioners to assist in being able to deliver maximum assistance to the client. As such, you may be asked to sign a ‘release of information’ document.
Procedure for Complaint/Rectifying Information
Official complaints or requests to change inaccurate or erroneous information should be made to the COO, Suite 1, 194 Main Street, Osborne Park WA 6017. In such cases, the COO will conduct a review of the information held by the clinic and make every effort to ensure that such information is accurate.
This document should be freely available and accessible on request by all staff and clients of our clinics. Its availability should be announced in a prominent location and discussed with each client during their first session.
Fee and Cancellation Policy
The One Central Health team is committed to providing easily accessible and high-quality health and therapy services to our clients through our website. To help us achieve this, we would appreciate timely appointment payment and appointment cancellations.
Exceptions are made only for clients who are NDIA-managed or plan managed. All other appointment fees are to be paid on the day of the appointment by EFTPOS, cash, or credit card. (Note: we do not accept AMEX or Diners Club.)
NDIS self-managed clients may vary this payment schedule only with prior approval and a signed Service Agreement. Payment must be made within two (2) days of the appointment. Further appointments will not be booked if there are outstanding amounts owed.
Failure to attend appointments without prior cancellation not only inconveniences our clinicians, who reserve the whole time slot especially for you, but it negatively impacts our ability to provide much-needed and in-demand services to other clients. Therefore, we have an implemented cancellation policy.
As part of our cancellation policy, all appointments that are not cancelled at least 24 hours PRIOR to the appointment will be subject to our Did Not Arrive fee. This fee is equal to the total cost of the appointment and will be automatically charged through Bpoint when unpaid. This is in line with the updated NDIA Price Guide.
All appointment cancellations should be made over the phone by calling our office. If you are calling after hours or our administrative staff are unavailable, please leave a detailed message and our team will be in touch to confirm cancellation.
For more information regarding our cancellation fee and policy, please contact our team.
Separated Parents Policy
At One Central Health, our focus is on the medical, emotional and psychological wellbeing of the children and young people we see. Amongst the children who attend our clinics, many come from separated families. Conflict and communication breakdown within families can limit collaboration with healthcare providers and impact optimal treatment outcomes for the child. This policy hopes to outline our practices’ philosophy to families so that we can collaborate in the best possible manner. Our ultimate goal is to prioritise the best interests of your child(ren) and streamline assessment and management.
- We expect that separated parents work together respectfully and cooperatively, regarding the care of their child. Decisions regarding a child’s medical treatment (e.g. whether to commence medication or start intervention or therapy) should be made jointly by both parents wherever possible.
- Parent(s) must provide us with a copy of any relevant legal documents or court orders.
- Either parent or legal guardian can schedule an appointment with their child, be present at their appointment and/or be sent a copy of their report unless there is a court order restricting their involvement in their child’s care. If this is the case, please ensure you provide these court orders at your first visit to the clinic.
- If one parent makes the appointment, it is the responsibility of this parent to inform the other parent, invite them to attend, and provide them feedback after the appointment.
- Clinic reports will be sent to the parent who attends the appointment, and it is the responsibility of that parent to forward it to the other parent. We are generally unable to provide separate feedback to each parent but welcome both parents to attend appointments and can provide copies of correspondence to each parent, if specifically requested.
- Payment is to be made on the day of the child’s appointment. If there is a legal agreement that requires the other parent to pay all or part of the treatment costs it is the attending parent’s responsibility to settle the account and collect reimbursement from the other parent.
- Where there is significant conflict, we reserve the right to request the court orders, obtain signed consent from both parents, or limit our services until the dispute has been resolved. If necessary, we may discharge a family from the clinic if the conflict is disruptive to the clinic or impedes the care of the child.
- We do not take referrals where the purpose of the assessment is to generate information for legal decision making around custody issues of parental separation.
We always try our best to accommodate all family circumstances. Please help us to provide the best care for your child(ren) by providing all information regarding your family’s situation at your first appointment with us.