Cancellation Policy.
Please provide at least 48 hours’ notice if you need to cancel, reschedule or postpone an appointment to avoid a cancellation fee. For appointments held on Mondays, notice must be provided by 12pm on the preceding Friday.
Cancellation fees are as follows:
- Less than 48 hours’ notice or non-attendance (missed appointment): $110.
- Repeated cancellations with less than 24 hours’ notice may be charged at the full session fee.
- NDIS-funded appointments: if you cancel with less than 2 business days’ notice, we will charge up to the full applicable session fee where permitted under current NDIS pricing arrangements and your service agreement.
- Employee Assistance Program (EAP) and Australian Defence Force (ADF) appointments: the full session fee will be billed to the paying organisation where permitted under the relevant funding arrangement.
Cancellation fees generally apply regardless of the reason for cancellation, as the appointment time has been reserved for you and may not be able to be filled at short notice. Where a third party does not cover a cancellation fee, the fee may be payable by you. Medicare rebates are not available for cancelled or missed appointments, nor can DVA, RTWSA or CTP funding generally be claimed for these appointments.
If you have provided a payment method to Mind to Mind Psychology, any applicable cancellation fee will be charged to that payment method at the time of the cancellation or missed appointment.
If you believe a cancellation fee has been applied incorrectly, or there were exceptional circumstances you would like us to consider, please contact our administrative team.
SMS appointment reminders are provided as a courtesy and cannot be guaranteed. Responsibility for attending or cancelling an appointment remains with the client.
Mind to Mind Psychology may also need to reschedule appointments due to illness, emergencies or other unforeseen circumstances.
NovoNote Consent Form.
Clinicians at our practice may use NovoNote, an AI-assisted tool designed to assist clinicians with taking session notes.
Purpose of NovoNote. NovoNote allows your clinician to focus more on communication and your care during sessions, rather than being distracted by manual note-taking. It also assists with producing accurate and detailed clinical documentation.
What is Processed and Saved. NovoNote processes the audio of your session to create a written transcript. The transcript is then used to create a summary of the session. The summary is reviewed and edited by your clinician before being saved as part of your clinical record.
Session audio is temporarily cached and deleted after a successful transcription. If a transcription does not complete, the audio may be held securely until the note can be recovered. Depending on your clinicians NovoNote settings, the session transcript is either deleted once the summary has been created or kept securely as part of your record.
Privacy and Security. NovoNote stores data on secure servers located in Australia. Data is encrypted in transit and at rest, and your information is not used to train AI models. For further information about how NovoNote works and how your privacy is protected, please see:
NovoNote Client Fact Sheet
For more detailed information about NovoNotes privacy and security measures, see:
NovoNote Security & Compliance
Your Choice. Your consent is voluntary. You can decline the use of NovoNote or withdraw your consent at any time, and doing so will not affect the quality of care you receive. Please let your psychologist know if you do not wish to use NovoNote or if you would like to withdraw your consent.
Psychological Service.
Our practice collects and records personal information relevant to your situation, such as your name, contact details and medical history, to support the provision of evidence-based psychological services. You may ask questions about treatment at any time. Your treating psychologist is professionally responsible for the psychological services they provide to you.
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.
Psychologists providing services through Mind to Mind Psychology provide clinical and therapeutic services and may decline requests for medico-legal reports, as these can create conflicts of interest with ongoing treatment. This includes requests made by lawyers, as well as requests from clients who wish to use a report, letter or clinical opinion for legal, compensation, court, tribunal, visa, occupational, applications, or other medico-legal purposes.
Emergency Contacts.
Staff at the practice and your psychologist are authorised to contact your nominated emergency contact or next-of-kin where your psychologist has a serious concern about your safety and we are unable to reach you, or where contact is otherwise permitted or required by law. This may include circumstances where you unexpectedly miss an appointment and your psychologist has a serious concern about your safety. Administrative staff may make contact at your psychologist's direction; the clinical judgement about whether contact is warranted rests with your psychologist. Information shared will be limited to what is reasonably necessary to make contact or respond to the concern.
Purpose of Collecting Information.
Mind to Mind Psychology provides the practice systems and administrative services supporting the provision of your care, including management of clinical records, appointments and billing.
Your personal information is collected primarily for assessment and treatment purposes and is stored using approved clinical systems. We may also use approved systems for psychological questionnaires and assessment, telehealth, clinical documentation, communication and practice administration. Only your psychologist, authorised practice personnel and approved service providers will have access to information where reasonably necessary for their role or service. Further information about how we collect, use, store and disclose personal information is contained in our Privacy Policy, available from our administrative team at admin@mindtomind.com.au or on our website at www.mindtomind.com.au.
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. Information you provide by email, SMS or other digital communication may become part of your clinical record where it is relevant to your care or the administration of services provided through Mind to Mind Psychology. 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, psychological services may not be able to be provided to you through Mind to Mind Psychology.
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.
- With your written and informed consent, information may be discussed in professional supervision or peer consultation. Information shared is limited to what is reasonably necessary and identifying information is removed where practicable. By signing this Consent Form, you consent to your psychologist discussing information about your care in professional supervision or peer consultation as described above. You may withdraw this consent at any time.
- Or 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 receive services under Medicare, ReturnToWorkSA, DVA, LSA, an insurer or another funded program, we may be required to provide information such as treatment updates, reports, invoices or attendance information in accordance with the requirements of that program.
Some approved technology and service providers may store or process personal or clinical information overseas. Further information about overseas processing, including the types of services involved and the safeguards we apply, is contained in our Privacy Policy. We have a data breach plan to minimise 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 unless you consent, or disclosure is otherwise required or authorised by law.
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. Our Cancellation Policy applies to cancelled, rescheduled, postponed and missed appointments. Please refer to the Cancellation Policy for notice requirements and applicable cancellation or missed-appointment fees.
Payments.
Payment is required at the time of consultation. Future appointments will be cancelled until payment is made. For Medicare rebates, a valid referral and attendance are required, and regular updates will be provided to your GP where required. For third-party funded services, billing and payment responsibilities are determined by the relevant funding arrangement. If a third party does not pay an amount for which you are responsible, you may be required to pay that amount directly. We will advise you where this applies.
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.
Referral to Other Services.
Your psychologist may recommend or arrange referral to another psychologist, health professional or service where this would better meet your needs, where the services you require are outside their scope of practice or competence, where there is a significant risk that cannot be safely managed within the service, where a medical or other health issue requires assessment or management outside the psychologist's role, or where they are otherwise unable to provide or continue appropriate care. This may include referral back to your GP, or to another health professional, specialist, mental health service or emergency service where appropriate.
Where practicable, your psychologist will discuss this with you, explain the reasons for the referral, and support an appropriate transition to another service.
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 approved AI-assisted tools, including for clinical documentation. These tools may process session audio, transcripts, questionnaire results or other information relevant to your care.Their use is clinician-controlled and they do not independently make decisions about your care. Your psychologist reviews AI-generated clinical documentation before it becomes part of your record. Where session audio or transcripts are processed for AI-assisted documentation, they are handled in accordance with the privacy, security and retention arrangements of the approved system. Further information is available in our Privacy Policy or from your psychologist. If you have questions or prefer that AI-assisted documentation not be used, please let your psychologist know. Choosing not to consent to AI-assisted documentation will not affect your ability to receive psychological care through Mind to Mind Psychology.
Withdrawal of Consent.
You may withdraw your consent at any time. Withdrawal will apply from that point forward. Depending on what consent is withdrawn, we may be unable to continue a particular aspect of the service or, in some circumstances, to provide the service safely.
Duration of Consent.
We will generally rely on this consent for up to 24 months in the absence of significant changes. Consent will be reviewed periodically, including as part of relevant clinical reviews, and earlier if there is a significant change to the service, treatment, information-handling arrangements or service-related relationship. Updated consent will be obtained where required.
Feedback, Complaints, Disputes.
For general feedback, complaints or disputes, contact our administration team on (08) 8410 2342 or admin@mindtomind.com.au. We aim to respond within 14 days. Privacy-related complaints are handled in accordance with our Privacy Policy, which provides further information about our privacy complaint process and external review options. If you remain dissatisfied with a health-service complaint, you may contact the South Australian Health and Community Services Complaints Commissioner (HCSCC).
Consent and Authorisation.
I have read and understood this Consent Form, including the Cancellation Policy provided to me or made available by Mind to Mind Psychology. I understand and agree to the relevant fees for service, including any applicable cancellation or missed-appointment fees. I agree to these conditions for psychological services provided through Mind to Mind Psychology and authorise the practice to bill me, or my relevant funder where applicable, for attended appointments and for cancelled or missed appointments in accordance with the Cancellation Policy and relevant funding arrangements.
Where I have provided a payment method to Mind to Mind Psychology, I authorise the practice to charge applicable fees, including cancellation or missed-appointment fees, to that payment method at the time the fee is incurred.
I also authorise the practice to contact appropriate parties for invoicing and/or treatment progress where applicable.
