Policies & Procedures

To protect the wellbeing of clients and clinicians, please postpone your appointment if you or your child are unwell. Alternatively, if you present with these symptoms but are feeling otherwise well, we can offer a telehealth session in lieu of a face-to-face consult.

Please cancel and stay home if you have any of the following:

~ Fever

~ Vomiting or diarrhoea within the last 24 hours

~ Persistent cough or sore throat

~ Green or yellow nasal discharge

~ Head lice or contagious skin conditions

~ Any other contagious illness, including respiratory viruses such as COVID-19, Influenza, RSV

If you attend your therapy session with any of these symptoms present, your therapist has the right to cancel your session, with full payment required as per our cancellation policy.

If your therapist is unwell, we will contact you to reschedule or move to telehealth where possible.

This link has a list of illnesses that are inclusive of our illness policy NSW Health - Too Sick for School

Making an Appointment

Appointments can be scheduled via phone or email. Upon booking, you will receive email or text notifications for your initial appointment and subsequent confirmations at the designated schedule. Priority is given to regular clients to maintain their preferred weekly or fortnightly time slots whenever feasible.

Cancellation of an Appointment

Should you need to cancel your scheduled appointment, we require a minimum of 48 hours’ notice prior to the appointment start time. Cancellations with less notice will incur a 100% charge of the scheduled session, including travel fees.

Late cancellations (less than 48 hours’ notice): 100% of the session fee may be charged unless due to exceptional circumstances.

Non-attendance (no notice given): Full session fee applies.

We’ll always aim to reschedule where possible. Telehealth, or indirect therapy tasks, is also an option if in-person attendance isn’t possible.

Direct and Indirect Therapy

Our therapy sessions encompass both direct client interaction and indirect tasks such as planning and documentation. Fees reflect the time dedicated to both aspects, and any additional tasks requiring client approval are communicated transparently.

Session Frequency & Duration

We work with you to assess and establish the most suitable frequency and duration of sessions to help you achieve your goals. This includes both client-facing and non-client-facing time, with detailed scheduling provided for clarity.

Sessions are typically 45 minutes long, with options for 30-minute and 60-minute sessions based on client needs. Sessions can be conducted in various settings, including homes, schools, and community groups.

Telehealth Services

Telehealth sessions are available for clients unable to attend face-to-face sessions due to distance or illness. These services are accessible nationwide.

To help sessions run smoothly:

~ Choose a quiet, distraction-free space with good lighting

~ Use a stable internet connection and a device with a camera/microphone

~ Be available and engaged during the scheduled time

~ Let us know in advance if there are any tech issues

We believe that therapy is most effective when it’s a partnership. As a client or caregiver, you have the right to:

Your Rights:

~ Be treated with dignity, respect, and confidentiality

~ Receive services that are safe, evidence-based, and tailored to your needs

~ Participate in decisions about your or your child’s care

~ Request information, clarification, or a second opinion

Your Responsibilities:

~ Attend sessions on time and notify us of cancellations promptly

~ Share relevant information that supports assessment and planning

~ Treat your clinician and others with kindness and respect

~ Ask questions if anything is unclear or concerning

inspiAH® has a zero-tolerance policy for workplace aggression, discrimination, or intimidation. Both clients and employees have the right to cease services if they feel unsafe. We may discontinue therapy if there's a breakdown in the clinical relationship affecting service quality. Reasonable steps will be taken to address concerns before ceasing services.

Any breakdown in the clinical relationship is discussed and addressed collaboratively. If unresolved, we may cease services, providing recommendations for onward referrals and appropriate handover. This decision is communicated in writing to the client's nominated address and documented in clinical notes.

inspiAH® adheres to Australian Privacy Principles and Speech Pathology Australia’s Code of Ethics to ensure the confidentiality of client information.

What we collect:

Your information is used for providing services, managing relationships, and contacting you regarding your care. We may also use it for permitted purposes under the Privacy Act 1988.

~ Personal details (name, DOB, contact info)

~ Health and service-related information

~ Session notes and reports

How we use it:

~ To provide safe, effective, and personalised services

~ To communicate with clients and relevant health professionals

~ To comply with legal and funding obligations

Your rights:

~ You can access or request changes to your information at any time. We may recover reasonable costs associated with providing this information.

~ Your information is stored securely and only shared with consent (except when legally required)

For more details, please contact us as [email protected] or refer to our full Privacy Policy document (available upon request).

Data Quality

We do our best to ensure collected information is accurate, complete, and up to date.

Data Security

We protect your information from misuse, interference, loss, unauthorized access, modification, or disclosure using various security measures including 2-FA (2 factor authentication) and anti-virus software.

We are guided by Speech Pathology Australia's Code of Ethics and the National Code of Conduct.

We value feedback and take complaints seriously. If you have any concerns or wish to provide feedback, please contact us directly. Should you remain dissatisfied, external avenues for complaint resolution are available, including the Health Complaints Commissioner and NDIS Quality and Safeguards Commission.

Your feedback helps us grow and improve. We welcome all comments, concerns, or compliments.

You can:

~ Speak directly to your clinician

~ Email [email protected]

~ Submit feedback via our website or general enquiry form

All concerns will be taken seriously, treated confidentially, and responded to respectfully and promptly.

Payments are made via direct debit or Stripe to the nominated business account, with invoices payable within 7 days.

Sessions will be paused if two (2) or more payments are overdue, with payment plans available upon request and at the discretion of management. If payment hasn't been received within one (1) month of your last service, and/or without explanation by this time, you upcoming appointments will be cancelled and you may lose that day and time slot for future therapy sessions.

We ensure continuity of care for clients needing ongoing therapy, with procedures in place for transitioning between therapists if necessary.

Our Wait List Policy can be viewed by the infographic below. You can fill out our referral / new client form via our Contact Us page on our website.

In the case of a medical or mental health emergency, please contact emergency services on 000 or visit your nearest hospital.

We are not a crisis service, but we will work with you to connect to appropriate support.