Our Policies

All policies are subject to change at any time without notice.

Telehealth Session Technology Requirements Policy

Purpose
The purpose of this policy is to outline the responsibility of patients in ensuring they have the appropriate technology and resources to access telehealth sessions with their psychologist. The aim is to facilitate seamless and effective remote consultations while maintaining the integrity and confidentiality of the therapeutic process.

Policy Statement
Patients attending telehealth sessions with Perception Psychology are responsible for ensuring they have the necessary technology to access and participate in these sessions. This includes, but is not limited to, the following:

  1. Device Requirements
    Patients must have access to a reliable device (e.g., computer, tablet, or smartphone) with the capability to participate in video and/or audio calls. The device should be compatible with the telehealth platform used by Perception Psychology.

  2. Internet Connection
    A stable and reliable internet connection is essential for telehealth sessions. Patients should ensure they have access to a sufficient internet speed to avoid interruptions, delays, or connection issues during the session. It is recommended that patients use a wired connection or a strong Wi-Fi signal for optimal performance.

  3. Software/Platform Compatibility
    Patients are required to have the necessary software or application installed on their device to access the telehealth platform used by the practice. This may include video conferencing tools (e.g., Zoom, Microsoft Teams, etc.). Patients should ensure they are familiar with the platform and have tested it prior to the session to prevent any technical issues.

  4. Privacy and Confidentiality
    Patients are responsible for ensuring they are in a private, secure environment during their telehealth session, free from distractions or potential breaches of confidentiality. It is recommended that patients use headphones and avoid public spaces to maintain the privacy of the session.

  5. Technical Difficulties
    If a patient experiences technical difficulties prior to the session, they are responsible for promptly notifying the psychologist. In the event of an unresolved technical issue, that is not an issue with the practice technology, it will be considered as a no-show appointment, therefore a fee may apply. Please be aware, Perception Psychology do not conduct phone consultations as an alternative telehealth method.

  6. Failure to Meet Technology Requirements
    If a patient is unable to meet the necessary technology requirements for telehealth sessions, the practice will work with the patient to explore alternative options, such as in-person appointments.

Patient Acknowledgement
By participating in telehealth sessions, patients acknowledge their understanding of this policy and agree to ensure they have the appropriate technology and resources to access and participate in their scheduled sessions.

Confirmation Policy

Prior to your appointment you will receive an SMS asking you to confirm your attendance. This SMS is sent 48 hours prior to your appointment between 9am and 10am. If your appointment falls on a Monday or Tuesday this SMS will be sent on Thursday or Friday.

Due to our clinician’s extensive waitlists, we require you to respond with your confirmation once you have received the SMS. If we do not receive communication regarding your appointment 48hrs prior, your appointment may be forfeited and it will be offered to someone on the waitlist.

Thank you for your understanding.

Cancellation Policy

For us to provide a quality service, if you need to cancel or postpone your appointment, we ask that you give 48hrs notice (business hours). If you provide us with less than 48hrs notice (business hours) you will be charged 100% of your full consultation fee. If you fail to attend and provide no notice, you will be charged 100% of the consultation fee if you do not attend. This will need to be paid prior to any future appointments.

The aim of our cancellation policy is:

  • To reduce disruptions to therapist diaries and loss of therapist time in preparation for your session

  • Make sure that other clients do not miss out on the opportunity to access therapy.

  • To reduce lost income. We are a private practice, and without a cancel fee (when a client cancels, reschedules late or does not arrive for their scheduled appointment) the therapist (who is an independent contractor) is paid $0

  • Booking your appointment has already incurred business costs (e.g. admin staff charges and reminder sms charges) which we cannot otherwise recoup when you cancel.

  • To reduce the number of cancellations, no shows and DNA’s. You will not be the only one thinking about cancelling and the combined loss of income when multiple people cancel can be substantial.

  • It is our ‘time’ you are paying for and we only have a limited amount of time per day we can see patients. We also can’t “make it up” like businesses who sell products can.

  • Last minute cancellations are difficult to fill. However, if we do fill your appointment, we will not charge you or your NDIS plan.