Policies & Procedures

We are committed to ensuring that our therapeutic sessions provide a safe environment for all team members and clients.

If a you or any other person attending your therapy session is unwell, the session will be ended and a late notice cancellation, even in the case of illness, will require a non-attendance charge of the full cost of the appointment. 

Below is a list of illnesses that are inclusive of our illness policy, guided by the Too Sick For School document accessed via this link https://www.findapharmacy.com.au/__data/assets/pdf_file/0025/54844/Too-sick-for-school_02.pdf

Fever, diarrhoea, vomiting, cough, rash (chickenpox), impetigo, gastroenteritis, conjunctivitis, head lice, measles.

If you are unsure if your child is well enough for their therapy session, it can be helpful to ask yourself:

• Is my child well enough to comfortably take part in the day’s activities?

• Will my child pass on their illness to other children or staff?

• Will my child’s teacher be able to care for my child without it impacting on their ability to care for other children?

• If I felt like this, would I go to work? If you are unsure, speak to your pharmacist or doctor for advice.

COVID-19 continues to pose a significant public health risk. We ensure that we maintain safe hygiene practices with regular and thorough hand washing/sanitizing, regular and thorough disinfecting of used resources after each client session, and access to RATs (Rapid Antigen Tests) and relevant PPE (Personal Protective Equipment) such as face masks for use if needed.

• If you feel (or someone in your household are feeling) unwell, and test negative prior to your appointment, please wear a mask and inform your clinician so they can wear appropriate PPE also

• If you test positive for COVID-19 or have been a close contact to a positive case, closely after an appointment, please inform your clinician as soon as possible.

• If you are otherwise well during your isolation period, please notify your clinician so a telehealth session can be arranged in lieu of a face-to-face session

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.

We understand that last-minute cancellations may arise due to unforeseen circumstances such as illness or emergencies. In such cases, we strive to offer alternatives such as Telehealth appointments or indirect therapy tasks during the scheduled appointment time.

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 illness or distance. These services are accessible nationwide.

Clients have the right to fair treatment, respect, and quality services tailored to their needs. They also have the right to make informed decisions about their care and to voice concerns or grievances.

Clients have the responsibility to respect others' rights and follow program policies and procedures. They also have the responsibility to actively participate in their therapy, follow recommended treatment plans, and respect appointment times. Additionally, clients should communicate openly with their therapist about any concerns or changes in their circumstances.

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.

Legal Obligations

To provide you with the healthcare services you request, we collect and uses your personal information. Providing incomplete or inaccurate information may impact our ability to provide services.

Your Collected Information

We collect necessary information including your name, date of birth, address, health history, and family history to assist with diagnosis and treatment.

Use of your Information

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.

Access to, and Correction of, Your Health Information

You have the right to access and request amendments to your information. We may recover reasonable costs associated with providing this information.

Data Quality

We 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.

What to Do If You Have a Complaint About Privacy Issues

Lodge a complaint with our Director via email or phone. We will promptly review and respond to your complaint.

Email: [email protected]  Phone: (02) 4313 1801

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

These can be accessed via:

https://www.speechpathologyaustralia.org.au/common/Uploaded%20files/About%20Us/Ethics/Ethics_A2_poster_2020.pdf

http://www.coaghealthcouncil.gov.au/NationalCodeOfConductForHealthCareWorkers

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 Disability Services Commissioner.

Payments are made via direct debit or Stripe to the nominated business account, with invoices payable within 7 days. Sessions may be paused if payments are overdue, with payment plans available upon request and at the discretion of management.

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.