House Rules

Therapy is most effective when we respect, trust, and value each other’s time and commitment.  We know that life happens, i.e. children fall sick, cars break down; however, cancellations and failure to turn up to sessions, especially if they happen more than once, can affect our trust in each other. This, over time, can affect the quality of care.  We are committed to providing the best quality of care, therefore do not wish for this to happen.

Registration, Consent, and Cancellation and Change of Appointment Policy

By participating in a program or services provided by Therapy Lab Group, you are providing consent and acknowledgement that you have read and understood the terms listed below, failure to do so may result in cessation of services:-

 

Agree that information about my medical condition and care needs can be shared with:

  • my referring private hospital,

  • my local doctor and/or treating specialist,

  • Therapy Lab Group staff involved in your care,

  • other health care agencies who may be continuing my treatment.

 

Understand that Therapy Lab Group will keep my personal information (which includes health information) secure and confidential and will only use and disclose such information in connection with my case as permitted under the Privacy Act 1988 (Cth).

 

Agree that my case information (de-identified) may be used by Therapy Lab Group for quality monitoring, reporting and evaluation purposes.

 

Understand that in the event of a medical emergency, I will dial 000 or contact a family member or my carer, and/or my local doctor.

 

Understand that my calls/ sessions may be recorded.

 

Consent may be provided by next-of-kin and/or carer if you are under the legal age (below 18 years) to provide consent and/or you would like someone else to make the decision for you and/or you are unable to provide consent.

Understand that our clinic has zero tolerance to abuse, harassment, and unlawful activity. 

 

Adhere to our strict Cancellation and Change of Appointment Policy.

 

Understand that payment on the day of therapy is preferred and highly appreciated. For bank transfer payments, please include invoice number for payment verification purposes. 

 

Agree that all invoices will be paid within 7 working days of the original date issued. Should there be an outstanding unpaid account, this MUST be paid in full before the next scheduled session can take place. A 100% cancellation fee will be applied if the appointment is cancelled due to non-payment of outstanding invoices and accounts. 

 

Cancellation and Change of Appointment Policy

 

All clients receive a courtesy reminder text message 2 business days (excluding weekends or public holidays) prior to their appointments. This allows clients the time to confirm, change or modify their appointment without incurring a cancellation fee. 

 

We appreciate your understanding that late cancellations or failure to attend occupies time that could otherwise be spent with another client on our waiting list. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time. 

 

Individual, group, home/ centre visit sessions for Speech Pathology, Occupational Therapy, Dietetics, Music Therapy, Mealtime Support

Autism (including Psychology) / Speech Pathology Assessment sessions

 

*Consistent with NDIS policy, in the event of a Short Notice Cancellation of an NDIS session with less than 24 business hours notice, the NDIS cancellation fee will apply (100% of session fee, charged against your plan).  Cancellation fees are claimable for clients funded by the NDIS.

 

** For Autism/ Speech Pathology Assessment sessions, our clinic engages consulting therapists and utilizes specialized tools. Therefore, a cancellation fee will be imposed to account for the attendance of our consulting therapists as well as wasted time and resources. 

 

Please note that Medicare or health insurance rebates are not applicable to cancellation fees.

 

The clinic will offer a telehealth (i.e. Zoom or Microsoft Teams) session in place of a face-to-face session if appropriate and suitable before a cancellation is confirmed. Should this not be appropriate (i.e. if client is not able to or not suitable for telehealth), then the cancellation policy will be applied. 

 

Therefore, if cancellation or change in appointment is necessary, we require that you call at least 24 business hours in advance, within working hours (9.00am – 4.30pm). Please call us at 0402 445 454 between the hours of 9am to 4.30pm on weekdays (excluding public holidays). If necessary, you may send us an email at info@therapylabgroup.com

 

Please note that if you have cancelled your sessions with us more than 3 times per calendar year, your future sessions will be offered to other clients on the waiting list. Consideration will be granted for legitimate reasons for cancellation, e.g. being unwell requiring medical care or intervention for the first session. However, from the 3rd cancellation onwards a cancellation fee has to be paid in order to retain your ongoing slot.

The terms and conditions of this agreement may be changed from time to time, but the latest version will always appear on our website at www.therapylabgroup.com and a version will be emailed to you.  If you continue to use our services after changes have been made to this agreement, you will be considered to have accepted the changes.

Less than 24 business hours' notice to clinic for change or cancellation

100% of session fee*

(Fee is waived for first cancellation in the calendar year due to illness)

Failure to attend appointment without notification to clinic

100% of session fee*

Clinician cancels appointment

No fees charged

Less than 24 business hours' notice to clinic for change or cancellation

$193.99 per session**

Failure to attend appointment without notification to clinic

$193.99 per session**

Clinician cancels appointment

No fees charged