Important information about the nature of our services, confidentiality, how we collect and store your information, and your rights as a client of Pre-Emptive Healthcare. If anything here raises questions, please discuss them with your clinician or contact our team.
This policy applies to all clients of Pre-Emptive Healthcare. For details on appointment cancellations and fees, see our Cancellation Policy.
Psychological services may include assessment, diagnosis, and evidence-based treatment. Services are provided with respect for your autonomy, values, culture, and individual circumstances. You have the right to withdraw from treatment at any stage. Your clinician will collect and record personal information from you that is relevant to your current situation to provide a relevant and informed service to you.
A psychiatrist is a medical practitioner who has specialised in mental health disorders and is a member of the Royal Australian and New Zealand College of Psychiatrists. They complete detailed biopsychosocial assessments, formulate tailored treatment plans, prescribe medication, and provide ongoing care if required.
Our medical practitioners are registered with the Medical Board of Australia. You can verify a practitioner's registration status on the AHPRA public register.
All registered provisional psychologists are under the supervision of the Clinic Director and Clinical Psychologist, whilst completing their Master of Psychology (Clinical Psychology) or Master of Professional Psychology.
All personal information gathered by the psychologist during the provision of the psychological service will not be disclosed except when:
Only information necessary for the purpose of the disclosure will be shared.
To support safe, effective care, clinicians may use professional consultation or supervision. Information shared is limited to what is necessary and de-identified where possible. If a situation arises where identifiable information is needed, your clinician will discuss this with you first, unless an exception applies under the confidentiality limits described above.
Everything you share is treated confidentially and stored securely. We use Zanda to manage appointments, billing, and clinical records, and Heidi Health and NovoNote to support note-taking processes. To securely capture credit card/payment details, we use Stripe, a secure and private card-storing platform. Please note that your card details remain private; we cannot view your card details, with only the last 4 digits of your card number visible. The Stripe platform complies with Australian Privacy Principles, AHPRA standards, and industry security requirements. They use industry-level encryption and security protocols, and all data is securely stored on Australian servers. These platforms are designed to support safe, efficient documentation and uphold the privacy and confidentiality of your information. Further details about their security practices can be provided upon request.
Records will be kept under the ownership of Pre-Emptive Healthcare. Adult records are held for seven years following the date of the last contact and then destroyed. Children's records are held until the person turns 25 years old and are then destroyed. You are entitled to access your personal information kept on file, subject to exceptions in the relevant legislation. If you request access to your records, your clinician will discuss possible forms of access with you.
Your psychologist may use a secure AI note-taking application to assist in documenting session details and treatment progress. Before using the AI tool, we will explain what information is captured (for example whether audio is stored), where it is stored, and how long it is kept.
Declining AI note-taking won't affect your access to care.
Where clinically appropriate, and with your consent, clinical services may be provided via telehealth (e.g. secure video or telephone). Telehealth sessions are conducted using secure, privacy-compliant platforms. You are responsible for ensuring you have a private, safe space and suitable technology for sessions. Confidentiality cannot be guaranteed if others are present or if you are using an unsecured network. Telehealth suitability will be reviewed on an ongoing basis.
Pre-Emptive Healthcare is committed to providing inclusive, respectful, culturally safe, and neuroaffirming services. We respect the dignity, rights, autonomy, and diversity of all clients, providing services free from discrimination, bias, stigma, and harassment. We are committed to culturally reflective practice for people of all backgrounds, identities, abilities, ages, sexualities, and belief systems.
Pre-Emptive Healthcare recognises the ongoing impact of colonisation and systemic inequalities on Aboriginal and Torres Strait Islander Peoples and strives to provide culturally safe care.
We provide a neuroaffirming approach, adapting communication, environment, and therapeutic approaches to meet individual sensory, cognitive, cultural, and accessibility needs. We do our best to recognise and accommodate these needs, and encourage clients to discuss any cultural, accessibility, communication, or safety needs with their clinician at any time.
If you intend to claim rebates from Medicare or another organisation, such as WorkCover/TAC/VOCAT/NDIS/DVA/BlueHub, then your psychologist is required to provide interim reports to the relevant external agency/agencies regarding your treatment process.
Under the Medicare Better Access to Mental Health Care scheme, psychologists and other eligible clinicians are mandated to write a progress report to the relevant GP after 6, 4, and 10 sessions, and once therapy has terminated or the client is no longer accessing services.
A valid payment card may be required to secure your appointment. Your card will not be automatically charged for attended sessions.
The card will only be charged if a cancellation fee applies under our cancellation policy, including late cancellations or non-attendance/no-shows.
For attended appointments, you may choose your preferred payment method at the time of your session, including EFTPOS, credit/debit card, or any other payment method accepted by the clinic.
Pre-Emptive Healthcare does not store your credit card details. All credit card information is stored by Stripe in your Stripe account. Stripe encrypts all card numbers on disk with AES-256 encryption and stores decryption keys on separate machines. Stripe is certified as a PCI Service Provider – Level 1, which is the highest level of certification available under the Payment Card Industry Data Security Standard.
If anything in this policy is unclear, or you'd like to discuss your options around consent, confidentiality or your records, please reach out. Your clinician can also talk you through any of this at your next appointment.
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