policies

Gray Matter Speech Pathology Policies

Attendance Policy

  • At least 80% attendance is the key to successful outcomes for clients.
  • Attendance less than 80% may result in a therapy break or discontinuation of service, subject to negotiation and discussion.
  • If appointments are continually missed with no attendance or notification, a discussion will be required and may result in 50% of the session fee being charged, a therapy break or discontinuation of service.
  • Practicing strategies at home with will help support client development through therapy.

Payment Policy

  • For ‘in clinic’ appointments, payment is required via Eftpos, on the day of service.
  • For ‘mobile and telehealth’ appointments, Credit card details can be saved on a secure payment system and automatically debited immediately after the appointment time, with client permission.
  • Invoiced payments must be made within 3 days of the appointment.
  • Failure to make payments will lead to a discussion and may result in a therapy break or discontinuation of service.

Cancellation Policy

  • Clients will receive a text message to confirm the appointment 2 business days
  • The purpose of this text message is to remind the client of the upcoming appointment.
  • Please feel free to reply ‘Yes’ to confirm or ‘No’ to cancel the appointment however, if the client replies ‘No’, this short notice is likely to result in the full 100% of the session fee being charged.
  • Clients may provide extra information in the text message or contact our office to reschedule the appointment.
  • Alternative arrangements can be made when the schedule permits. ie Telehealth, rescheduling, parent/carer education sessions or a visit to home.
  • If clients would like an appointment rescheduled, please text, email or call ahead of time, to give us a chance to meet the request.
  • Please understand that the schedule is often fully booked and we may not have a suitable time to reschedule an appointment to.
  • Failure to notify us of a cancellation, within 2 days of the appointment, (consistent with NDIS recommendations) will result in the full 100% of the session fee being charged.
  • The late cancellation fee is not intended to punish. With late cancellations, clinicians are usually unable to fill the appointment time with another client due to time constraints.
  • Where an alternative client can be booked into that cancelled appointment time, no late cancellation fee will be charged.

Sickness/Illness Policy

  • If the client, or any person attending with a client under the age of 18, is showing signs of illness, access to enter the clinic may not be permitted.
  • If the client is unwell, they will likely have difficulty focussing, concentrating and participating in therapy, so please consider cancelling or rescheduling the appointment.
  • If the person attending with the client is unwell, please consider asking an alternate person to attend with the client or wait outside the clinic to minimise disruption to the therapy.
  • The clinician may also need to cancel the appointment if they are showing signs of illness and will notify the client to cancel or reschedule the appointment.
  • If necessary, we do offer alternatives when the schedule permits. ie Telehealth, rescheduling, parent/carer education sessions or a visit to home.
  • Failure to notify us of a cancellation, within 2 days of the appointment, will result in the full 100% of the session fee being charged, as per our Cancellation policy.
  • The late cancellation fee is not intended to punish however with late cancellation, clinicians are usually unable to fill the appointment time with another due to time constraints and the clinician has likely already put in the time to prepare for the session.
  • Maximum hygiene is paramount and as such, all items used in the sessions are disinfected after use.

Media Policy

For clients under the age of 18 years old, with signed consent by parent or authorised carer, Gray Matter Speech Pathology may take photos and videos of clients and work produced during therapy sessions.

Consent will remain effective until such time as Gray Matter Speech Pathology is advised otherwise, by withdrawal of consent in writing.

These photos/videos may then be shared in the public domain (for access by third parties) via the Gray Matter Speech Pathology website, newsletter, informational marketing material (e.g. flyers, poster) and social media pages.

Further:

    • Gray Matter Speech Pathology are able to photograph and publish the clients photographs/work as many times as it requires in ways/forums mentioned above;
    • Photographs/work may be reproduced either in colour or in black and white;
    • Photographs/work will not be used for any purpose other than for general promotion, marketing, training speech pathology students and promoting awareness of the profession;
    • Any photographs will be kept for no longer than is necessary for the above-mentioned purposes and will be stored and disposed of securely; and
    • While every effort will be made to protect the identity of the client, Gray Matter Speech Pathology cannot guarantee that the client will not be able to be identified from the photograph/work.

Privacy and Confidentiality Policy

Gray Matter Speech Pathology respects the privacy and confidentiality of individuals and is committed to protecting the personal information we collect and hold.

This privacy policy explains how we manage the personal information we collect, use, disclose and protect, in accordance with the Privacy Act 1988.

We use the personal information we collect to maximise the services that we provide to our clients.

 

Collection Policy

The types of personal information we may collect about individuals includes names, address, date of birth, telephone number, financial details and e-mail address. This information is collected when the client knowingly provide us with details by:

  • contacting us via website, telephone or email
  • registering client needs via the Initial Client Intake form or other forms
  • completing client questionnaires
  • enquiring about our services
  • submitting documents such as written reports and letters from other service providers
  • interactions in person or by telehealth

We collect information that is necessary to provide evidence-based speech pathology services and manage our client/clinician relationship. We require information that is reasonably necessary for the speech pathologist to provide services or products to enable diagnosis and treatment as required.

Sometimes, we may need to collect information about clients from a third party such as a relative, guardian, carer, teacher or another health service provider. In these cases, we will, where practicable, make the client aware of the fact that we have collected this information and the circumstances of the collection.

Some information we collect may be more sensitive, such as health information, however we will only collect relevant details with client consent, or as otherwise permitted by law.

We use the personal information we collect to deliver speech pathology services to clients.

These services include:

  • communicating with clients. For example, sending appointment reminders via text message or email
  • telehealth appointments
  • to provide clients with assessment, evaluation and diagnosis
  • to provide clients with management services and products related to their speech, language, voice, fluency, and/or multi-modal communication.
  • to manage our relationship with clients
  • other purposes permitted under the Privacy Act 1988.

We also need this information:

  • for administrative purposes of managing our business;
  • when necessary, to fulfil our obligations under law, regulation and/or Speech Pathology Australia’s Code of Ethics;
  • for billing management (either directly or through a secure payment system or other 3rd party agencies);
  • discussions between relevant staff at Gray Matter Speech Pathology relating to the care of clients;
  • discussions and other communications with doctors, other health professionals, and education professionals relating to the care of clients;
  • discussions with insurers; and
  • any insurance or compensation or other claims or litigation (including threatened litigation).

From time to time, we may use personal information (but not sensitive health information) to provide clients with news or offers about our products or services that may be of interest. These products and services will be related to our speech pathology practice and will be products and services that we believe will be relevant to clients such as a Speech Generating Device (SGD). Clients have a right, at any time, to tell us that this type of material is no longer required.

We will not use an individual’s personal information for direct marketing purposes unless we are permitted to do so under the Privacy Act 1988, or we have explicit consent to do so by the client.

Disclosure Policy

As part of our holistic approach, personal information that is submitted to us, assessment details, diagnosis or other relevant details, may be disclosed to third parties such as relatives, guardians, carers, other health professionals involved in clients ongoing care, (eg, Occupational Therapist, GP or Psychiatrist).  Disclosure to these third parties will only occur providing Limitless Speech Pathology has written consent by the client or authorised person.

We will take reasonable steps to ensure that the personal information we collect is accurate, complete and up-to-date.

Clients can access and request corrections or deletions of any personal information concerning the client at any time. Any such requests should be made in writing or submitted to info@graymatterspeech.com.au 

We will take reasonable steps to protect personal information from misuse, loss and unauthorised access, modification, or disclosure.

Website Policy

We will only collect personal information through our website if clients voluntarily provide it.

We may collect non-identifying information in relation to clients use of our website, including the type of browser used, the files requested, and the domain name and country from which information is requested, to monitor and improve our web site and services.

Our website may use cookies to assist in making the browsing experience better and to allow us to improve our website.

We may record client email address if transmitted to us electronically in an email message or through a web page form.

Our website may contain links to other websites. Our privacy policy has no application to any other website and Limitless Speech Pathology is not responsible for the practices or the content of any other website.

Storage and Protection of Data Policy

Gray Matter Speech Pathology will take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. We use technologies and processes such as access control procedures, network firewalls, encryption, 2 step authenticators and physical security to protect client privacy.

We will use all reasonable means to protect the confidentiality of Personal Data while in our possession or control. All information we receive from clients is stored and protected on our secure servers from unauthorised use or access. Credit card information is not stored by us on our servers. Credit card details can be saved on a secure payment system