Psychological Service.
Our practice collects and records personal information relevant to your situation, such as your name, contact details, and medical history, to provide evidence-based psychological services. You may ask questions about treatment at any time.
Emergencies.
As we are a private psychology practice, we are not able to offer emergency services, urgent appointments or out-of-hours contact. In an emergency you may call 000, call the Mental Health Crisis Service on 13 14 65, or visit the Urgent Mental Health Care Centre; you can ask your psychologist or admin for more details. In the case that serious risk to life, health, or safety arises, psychologists or staff may have a legal and ethical duty to intervene.
Medico-Legal Requests.
We provide clinical and therapeutic services and may decline medico-legal report requests, as these can create conflicts of interest with ongoing treatment.
Emergency Contacts.
Staff at the practice and your psychologist are authorised to contact nominated emergency contacts/next-of-kin in the event that contact cannot be successfully made to yourself, only when necessary to support your safety or wellbeing.
Purpose of Collecting Information.
Your personal information is collected for assessment and treatment purposes and is stored securely on our cloud-based Electronic Health Record System. Only your psychologist, administrative staff, authorised personnel, and service providers will access this information as per our policies. We use 'Halaxy Electronic Health Record System' for secure storage, NovoPsych for questionnaire data, NoveNote for AI-assisted notetaking (clinician controlled), and Coviu for telehealth. For more details, refer to our Privacy Policy, available via our administrative team at admin@mindtomind.com.au or at our website, www.mindtomind.com.au. The Privacy Policy explains how to access and correct your information, and lodge complaints about its management.
Technology and Digital Communication.
Mind to Mind Psychology uses secure electronic systems for communication and record-keeping. Despite this, digital communication (e.g., email, SMS, telehealth) carries inherent risks. Telehealth sessions involve limitations regarding privacy, confidentiality, and technology failure. We manage these risks through: secure, encrypted platforms; restricted access to records; secure internal policies and staff training; and data breach response planning. Our practice uses secure systems, but no digital platform can guarantee absolute protection against unauthorised access. E-mail and SMS correspondence will become part of your record. If you have concerns or preferences about digital communication, please notify your psychologist or administration team.
Consequences of Not Providing Information.
If you do not provide the necessary personal information, we may not be able to offer psychological services to you.
Access to Client Information.
You have the right to access your personal information at any time, subject to legal exceptions (e.g., information relating to third parties). Your psychologist will discuss the forms of access available. This requires a written request.
Disclosure of Personal Information.
Your information remains confidential except when:
- Required by law or court subpoena.
- Failure to disclose would pose a serious risk to life, health, or safety.
- Failure to disclose would put a child (under the age of 18) at risk.
- It’s disclosed (de-identified) when your psychologist is involved in clinical supervision or training, where information is only shared with professionals bound by the same rules of confidentiality.
- You consent to:
- Provide a report to another professional or agency.
- Discuss information with another person (e.g. parent, employer, health provider).
- Disclose information in another manner.
- Share information with another professional or agency for a directly related purpose.
If you have been referred under a Mental Health Care Plan, RTWSA, DVA or LSA your psychologist is obligated to provide treatment updates to your referrer (e.g. GP, psychiatrist, etc.).
Your information is not disclosed overseas without your consent, unless required by law. We have a data breach plan to minimize risks in case of unauthorised access, disclosure, or loss of information.
Third-Party Payments Consent.
If a third party pays for your appointment, they may know your appointment details for invoicing purposes, including cancellations. Clinical information is not shared with payers, only administrative details, unless required or explicitly consented, or required by legislation.
Working With Multiple Clients or Third Parties
If your care involves other people (e.g., partners, parents, family members, schools, employers, NDIS coordinators), your psychologist will clearly explain: who the “primary client” is; how information will be managed between parties; the limits of confidentiality; that risk information may be shared appropriately to ensure safety; and that safety will always take precedence over confidentiality when necessary.
Fees.
Service fees depend on the type of service, psychologist, and referral type. Fees are payable on the day of the service. After-hours work may incur a surcharge. Additional costs apply for services outside therapy (e.g. phone calls, reports). You will be notified in advance of any changes to fees. You may contact our administrative team for details.
Payments.
Payment is required at the time of consultation. Future appointments will be cancelled until payment is made. For Medicare rebates, a valid Mental Health Care Plan referral letter and attendance is necessary, and regular updates will be provided to your GP. Third-party funded services require the third party to pay within 30 days; otherwise, costs are payable by you, and future appointments will be cancelled until payment is made.
Cancellation Policy.
Please give at least 24 hours’ notice for cancellations, rescheduling or postponements to avoid a cancellation fee. Fees apply as follows:
- Less than 24 hours’ notice: $100.
- Multiple cancellations with less than 24 hours’ notice: Full session fee.
- NDIS: Full fee, as per NDIS guidelines.
- Employment Assistance Program & Australian Defence Force: Full fee billed to the paying organization.
Cancellation fees are charged because the time was reserved for you and cannot be filled on short notice. Third parties may not cover cancellation fees, which will then be charged directly to you; Medicare rebates cannot be used for cancelled appointments. SMS reminders are a courtesy service and not guaranteed.
We reserve the right to reschedule appointments due to unforeseen circumstances.
Appointment Times.
Appointment times are typically within standard business hours (Monday-Friday 9am-5pm). Availability may change.
Conflict of Interest.
Your psychologist is required to act in your best interests and will actively avoid situations where a conflict of interest or dual relationship may affect the quality or objectivity of your care. This includes personal, financial, organisational, or professional relationships that could influence clinical judgment. If a potential conflict of interest is identified, at the outset or during your treatment, your psychologist will: discuss this with you openly, explain how it may affect your care, and take steps to manage it appropriately, which may include adjusting roles, setting boundaries, or referring you to another practitioner if needed.
Risk and Benefits.
Psychological therapy has been shown in large-scale research to benefit most people, with around 80% experiencing improvement. However, as with all health treatments, outcomes cannot be guaranteed. Therapy can sometimes involve discussing difficult or sensitive experiences, which may temporarily increase emotional distress. You may experience strong feelings such as sadness, frustration, anger, or anxiety as part of the therapeutic process. For a small number of people, symptoms may worsen before they improve, or may not improve with the current approach. Your psychologist will monitor your wellbeing throughout treatment. You are encouraged to discuss any concerns, changes, or deterioration so your practitioner can adjust the approach, review safety needs, or recommend additional supports if necessary.
You have the right to: ask questions at any time; request that any therapy method be explained in plain language; understand the risks, benefits, and alternatives; pause or stop treatment; seek a second opinion if you wish. Your psychologist will work collaboratively with you to ensure therapy remains safe, appropriate, and aligned with your needs and goals.
Cultural Safety.
Practitioners at Mind to Mind Psychology are committed to culturally safe, inclusive, and respectful care for all clients. Please let us know if there are cultural, spiritual, or personal considerations you would like us to take into account in your care.
AI-Assisted Tools.
Practitioners at Mind to Mind Psychology may use AI-assisted tools (e.g., for note-taking). These tools may process session audio, transcripts, or questionnaire results. They are entirely clinician-controlled and never make decisions about your care. Your psychologist reviews all AI-generated content before it becomes part of your record. Audio and transcripts are processed temporarily for note-generation and are not retained by the system once processing is complete. If you have questions or prefer that AI not be used, please let your psychologist know.
Withdrawal of Consent.
You have the right to withdraw your consent at any time; however, this may affect your ability to engage with our services.
Duration of consent.
Your consent will be valid for 24 months in the absence of significant changes. It will be revisited 1) after 24 months; or 2) at yearly review; or 3) if there has been a significant change to the service or another aspect of the service-related relationship. Updated consent will be required to continue your involvement in psychological care.
Feedback, Complaints, Disputes.
Contact our administration team on (08) 8410 2342 or admin@mindtomind.com.au for feedback, complaints, or disputes. A response will be provided within 14 days. If dissatisfied, contact The Office of the Health and Community Services Complaints Commissioner on 1800 232 007 or website https://www.hcscc.sa.gov.au/.
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