Policies and Clinical Governance

Privacy Policy

1. Introduction

1.1 Purpose

Solas Psychology Co. ACN 698 573 394 is committed to protecting the privacy and confidentiality of personal information collected from clients, prospective clients and website visitors.

This Privacy Policy explains how we collect, use, store and disclose personal information in accordance with applicable Australian privacy obligations, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1.2 Scope

This Privacy Policy applies to personal information collected through:

  • our website;

  • online booking systems;

  • telephone and email communication;

  • client intake processes; and

  • psychological services provided by the Practice.

2. Collection of Personal Information

2.1 Information We Collect

The Practice collects information that is reasonably necessary to provide psychological services and meet professional, ethical and legal responsibilities.

Information collected may include but is not limited to:

  • personal details such as name, date of birth and contact information;

  • emergency contact details;

  • referral information;

  • Medicare or private health insurance information where applicable;

  • payment information; and

  • information relevant to psychological assessment, treatment and care.

2.2 How Information Is Collected

Personal information is generally collected directly from you when you:

  • contact the Practice;

  • complete intake or consent documentation;

  • book or attend an appointment; or

  • communicate with us regarding your care.

Where authorised and appropriate, information may also be collected from other healthcare providers or relevant third parties involved in your care.

3. Use and Disclosure of Information

3.1 Use of Information

Personal information is used to provide psychological services and support the administration of the Practice. This may include:

  • providing assessment and treatment;

  • communicating about appointments;

  • maintaining clinical records;

  • processing payments and rebates; and

  • coordinating care with other professionals where consent has been provided.

3.2 Disclosure of Information

Client information is treated as confidential. Information will only be disclosed where:

  • you have provided consent;

  • disclosure is required or authorised by law;

  • there is a serious risk of harm to yourself or another person; or

  • disclosure is necessary to meet professional obligations.

For more information please review our new client agreement form. Where possible and appropriate, the Practice will discuss information sharing with you beforehand.

4. Storage and Security of Information

4.1 Protection of Information

The Practice takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure. Security measures may include:

  • secure electronic record systems;

  • password protection;

  • restricted access to client information; and

  • secure storage and disposal processes.

4.2 Third-Party Providers

The Practice may use secure third-party providers to support service delivery, including practice management software, online booking systems, telehealth platforms and payment providers. The Practice takes reasonable steps to ensure these providers maintain appropriate privacy and security protections.

5. Website Privacy

5.1 Website Usage Information

When you visit our website, certain technical information may be collected, including:

  • browser type;

  • device information;

  • pages visited; and

  • general website usage information.

This information is used to improve website functionality and user experience.

5.2 Cookies

Our website may use cookies or similar technologies. You may adjust your browser settings to manage cookie preferences.

6. Access and Correction of Information

6.1 Access Requests

You may request access to personal information held by the Practice. Requests should be made in writing using the contact details provided below.

6.2 Correction Requests

If you believe information held by the Practice is inaccurate or incomplete, you may request that it be corrected.

7. Privacy Concerns and Complaints

7.1 Raising a Concern

If you have concerns about how your information has been handled, please contact the Practice so we can review and respond to your concern.

7.2 External Complaints

If you remain dissatisfied after contacting the Practice, you may contact the Office of the Australian Information Commissioner (OAIC).

8. Contact Information

Solas Psychology Co.
Address: 10 Clark Street Wayville Adelaide 5034
Phone: (08) 8472 9594
Email: reception@solaspsychology.com.au

Fees and Cancellation Policy

1. Introduction

1.1 Purpose

At Solas Psychology Co. ACN 698 573 394, we aim to provide accessible, professional and consistent psychological care. This policy outlines our fees, payment requirements and expectations regarding appointment cancellations and changes.

1.2 Scope

This policy applies to all clients receiving psychological services through the Practice.

2. Fees for Psychological Services

2.1 Appointment Fees

Fees for psychological services are determined by the Practice and may vary depending on the type, duration and nature of the appointment. Current fees will be communicated prior to commencing services and will be available by contacting the Practice directly.

2.2 Payment Requirements

Payment is required at the time of consultation and accepted payment methods may include:

  • credit or debit card;

  • electronic payment; and/or

  • other payment methods offered by the Practice.

2.3 Fee Changes

The Practice reserves the right to review and update fees periodically. Where possible, clients will be provided with reasonable notice of any fee changes.

3. Medicare and Private Health Insurance Rebates

3.1 Medicare Rebates

Some clients may be eligible to claim a Medicare rebate for psychological services where they meet relevant eligibility requirements, such as having a valid Mental Health Treatment Plan. Clients are responsible for confirming their eligibility and rebate arrangements with Medicare.

3.2 Private Health Insurance

Clients with private health insurance may be eligible to claim rebates depending on their level of cover and insurer requirements. The Practice recommends that clients confirm their individual rebate eligibility directly with their insurer.

3.3 Responsibility for Payment

Clients remain responsible for payment of all fees charged by the Practice, regardless of whether a Medicare rebate or private health insurance claim is available.

4. Appointment Cancellations and Changes

4.1 Providing Notice

Appointment times are reserved specifically for each client. If you need to cancel or reschedule an appointment, we ask that you provide as much notice as possible. The Practice requires a minimum of 24 hours notice for appointment changes (48 hours notice for NDIS clients).

4.2 Late Cancellations and Missed Appointments

A cancellation fee may apply where:

  • an appointment is cancelled with insufficient notice;

  • an appointment is missed without notice; or

  • the client arrives too late for the appointment to proceed safely and effectively.

Cancellation fees are generally not eligible for Medicare rebates or private health insurance claims.

4.3 Consideration of Individual Circumstances

The Practice understands that unexpected circumstances may arise. Cancellation fees may be reviewed at the discretion of the Practice, taking into account individual circumstances.

Complaints and Feedback Policy

1. Introduction

1.1 Purpose

At Solas Psychology Co. ACN 698 573 394, we are committed to providing safe, respectful and high-quality psychological services. We value feedback and recognise that concerns raised by clients provide an opportunity to review and improve our services.

1.2 Scope

This policy outlines how clients and other individuals can provide feedback, raise concerns or make a complaint about the services provided by the Practice.

2. Providing Feedback

2.1 Feedback about your experience with the Practice is welcomed and may be provided at any time.

Feedback may relate to:

  • the quality of care provided;

  • communication with the Practice;

  • administrative processes; or

  • any aspect of your experience with our services.

2.2 Feedback can be provided verbally or in writing using the contact details listed at the end of this policy.

3. Making a Complaint

3.1 If you have a concern about any aspect of the Practice or the services provided, we encourage you to contact us directly so we can understand your concerns and work towards a resolution.

3.2 When submitting a complaint, it is helpful to provide:

  • a description of the concern;

  • relevant dates or details;

  • any supporting information; and

  • the outcome you are seeking, where appropriate.

4. Managing Complaints

4.1 All complaints will be treated seriously, respectfully and confidentially.

4.2 The Practice will review complaints in a fair and timely manner and may contact you for additional information if required.

4.3 Where appropriate, the Practice will provide a response outlining the outcome of the review and any actions taken.

5. External Complaints

5.1 If your concern relates to the professional conduct of a registered psychologist, you may contact the Australian Health Practitioner Regulation Agency (AHPRA).

5.2 If your concern relates to privacy or the handling of personal information, you may contact the Office of the Australian Information Commissioner (OAIC).

6. Contact Information

To provide feedback or make a complaint, please contact:

Solas Psychology Co.
Address: 10 Clark Street Wayville Adelaide 5034
Phone: (08) 8472 9594
Email: reception@solaspsychology.com.au

Website Disclaimer

1. Introduction

1.1 The information provided on the Solas Psychology Co. ACN 698 573 394 website is intended to provide general information about our psychological services, areas of support and practice approach.

1.2 The information on this website is not intended to replace individual psychological assessment, diagnosis or treatment.

2. General Information

2.1 Psychological care is individualised and outcomes may vary between people. Information provided on this website should not be relied upon as a substitute for professional advice from a qualified health practitioner.

2.2 The Practice aims to ensure that website information is accurate, current and useful. However, we do not guarantee that all information remains complete, accurate or suitable for every individual's circumstances.

3. No Therapeutic Relationship

3.1 Accessing this website, reading information provided on the website, submitting an enquiry or communicating with the Practice online does not establish a psychologist-client relationship.

3.2 A therapeutic relationship is established only after appropriate arrangements have been made with the Practice and psychological services have commenced.

4. Website Content and External Links

4.1 The Practice may update website content from time to time to reflect changes in services, information or availability.

4.2 The Practice website may contain links to external websites or resources. These links are provided for convenience only and the Practice does not accept responsibility for:

  • the content of external websites;

  • the accuracy of information provided by external organisations; or

  • the privacy practices of external websites.

5. Urgent Mental Health Support

5.1 The Practice website is not monitored as an emergency service and should not be used for urgent mental health support.

5.2 If you or someone else is experiencing immediate risk or requires urgent assistance, please contact:

  • Emergency Services – 000; or

  • SA Mental Health Triage Service – 13 14 65

  • Lifeline – 13 11 14

  • Suicide Call Back Service – 1300 659 467

  • Beyond Blue – 1300 22 4636

  • Kids Helpline (for young people) – 1800 55 1800

  • Urgent Mental Health Care Centre - 215 Grenfell Street Adelaide 5000; or

  • another appropriate service