PRACTICE POLICIES

Purpose of Policy

The Gray Area is committed to the health and well-being of our Clients, Employees, and Community. This policy outlines our strategies and actions to prevent the transmission of infectious diseases declared as epidemics or pandemics and control the spread of infectious diseases when cases are identified. We demonstrate our commitment through the following areas:

• Prevention and Preparedness

• Response

• Recovery

Scope

This Pandemic Policy applies to all Clients, Employees, and Visitors of The Gray Area.

Definitions

Client: A person who receives services or assistance from The Gray Area and is not working on behalf of The Gray Area in any capacity.

Employee: A person hired to provide services in exchange for compensation, including full-time, part-time, fixed-term, or casual employees. This includes contractors, suppliers, and those engaged through labor hire agencies.

Visitor: A person who enters and exits premises owned or operated by The Gray Area as a volunteer, visitor, or for delivery purposes.

Conduct: Personal workplace behaviour of an individual.

Infectious Diseases: Diseases caused by pathogenic microorganisms, such as bacteria, viruses, parasites, or fungi, that can spread from one person to another. This policy primarily refers to Coronavirus (COVID-19).

Responsibilities

The Gray Area is required to follow the NSW Government's Public Health Order and adhere to the NSW Government's Work Health and Safety legislation and guidelines to manage the risk of COVID-19 to workers and others in the work environment. Clients, Employees, and Visitors are also responsible for maintaining a safe work environment and are accountable for implementing relevant aspects of the Policy. Compliance with the Pandemic Policy will be reviewed monthly by the Practice Manager.

Procedure:

Prevention and Preparedness: The Gray Area will plan and make advance preparations to minimise the impact of epidemics or pandemics like COVID-19 on its operations. Our COVID-19 Safety Plan outlines the steps and actions we will take to fulfil our obligations under the Public Health Order, ensuring the premises minimise the risk of COVID-19 transmission. The plan covers:

• Staff and patient well-being

• Physical distancing

• Hygiene and cleaning

• Record keeping

Entry Requirements are in place for all Clients, Employees, and Visitors, including:

• Following the COVID-19 Safety Plan

• Confirming no close contact with a confirmed case or COVID-19 symptoms

Response

In the event of an epidemic or pandemic, The Gray Area will:

• Minimise exposure to COVID-19 for clients, staff, volunteers, and others.

• Encourage and support those at risk to obtain a diagnosis.

• Promote infection prevention measures and provide personal protective equipment.

• Maintain services and operations throughout the concerned period.

If a Client or Employee presents with COVID-19 symptoms or tests positive:

• Telehealth sessions are recommended for clients with symptoms.

• Employees with symptoms will be separated and sent home.

• Reporting and contact tracing procedures will be followed.

Recovery

After an epidemic, pandemic, or infectious disease event, The Gray Area will support the recovery of affected individuals by:

• Providing increased access to services for clients.

• Assisting employees' safe return to the workplace and offering mental health support and remote working allowances.

• Contributing to community-wide mental health support and service provision.

• Effectiveness and Review

This Policy and Procedures document will be reviewed monthly by the Practice Manager and Director to ensure compliance with NSW Public Health orders and directives.

At The Gray Area, our commitment lies in improving the health and well-being of our clients by delivering best practice ethical standards across all aspects of our business. We have outlined the following rules and guidelines to ensure transparency and provide you with important information:

Consent:

Before your appointment, we kindly request that you complete a Client Consent Form. This form helps you understand aspects such as access to information, confidentiality, fees, and our cancellation policy. It also grants us consent to communicate with your GP and other nominated individuals if necessary. We kindly ask all clients to complete a new Client Consent Form every 12 months.

Conflict of Interest:

As a practice serving the Newcastle and Lake Macquarie region, we acknowledge that identifying potential conflicts of interest may be challenging due to the relatively smaller population compared to major cities. According to the Australian Psychological Societies (APS) code of ethics guidelines, psychologists are advised not to engage in multiple relationships with clients. This means that if you are receiving individual, family, or couples therapy, the psychologist cannot transition into a different role or provide counseling services outside of the established initial roles. For example, if you are seeing a psychologist individually, they cannot subsequently provide therapy to your family members or couples counseling. This policy aims to prevent any negative consequences associated with dual or multiple relationships and ensures that we maintain a neutral and professional stance. While we strive to identify conflicts of interest, we may need to refer you to another psychologist within our practice if such conflicts arise.

Children, Families & Couples:

We have a genuine interest in helping children, families, and couples. However, during our work, we may come across situations where children are experiencing abuse, neglect, or deemed "at risk." It is important to note that all psychologists have a legal obligation to report these circumstances to the Department of Community Services as mandated reporters.

Adolescents (Aged 13-18 years):

If a client falls within the age range of 13-18 years, parents or guardians are unable to book a session with their child's psychologist to discuss the child without the child's permission. This is to preserve confidentiality, protect the therapeutic alliance, maintain the child's trust in the therapist, and avoid potential therapy avoidance in the future. Regardless of parental responsibility, a psychologist will only breach confidentiality and involve parents in discussions if there is a serious risk of harm or if the child has provided consent. Outside of these circumstances, it is not appropriate for a psychologist to communicate with parents without the child's informed consent. Parents may request a separate session with the psychologist if necessary.

People at Risk:

If a client presents as suicidal or mentally unwell, posing significant risk to themselves or others, our psychologists have a duty of care to ensure client and public safety. In such cases, they may need to inform relevant individuals (family members, doctors, police services) who can assist in managing the situation. Confidentiality cannot be maintained when these circumstances arise, as the safety and well-being of all involved take precedence.

This document outlines the privacy policy of The Gray Area, focusing on the management of clients' personal information. Our psychological services adhere to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth).

Client Information:

Client files are securely stored in an electronic document management system accessible only to authorised employees. These files contain personal information such as name, address, contact details, medical history, and other relevant information necessary for providing psychological services.

How Client’s Personal Information is Collected:

Client information is collected through various channels during psychological consultations with The Gray Area. This includes clients providing information directly using hardcopy forms, email correspondence, interactions with our employees (e.g., receptionist), and receiving personal information from other healthcare practitioners through referrals, correspondence, and medical reports.

Consequence of Not Providing Personal Information:

If a client does not wish for their personal information to be collected as outlined in this Privacy Policy, it may limit our ability to provide the necessary psychological services. While clients may request to remain anonymous or use a pseudonym, this may not always be feasible or practical. In such cases, the client will be required to pay consultation fees at the time of the appointment.

Purpose of Holding Personal Information:

Clients' personal information is collected and used for the purpose of providing psychological services, which includes assessing, diagnosing, and treating their presenting issues. This information is retained to document session details and ensure the provision of relevant and informed psychological services.

Disclosure of Personal Information:

Clients' personal information is treated with utmost confidentiality, with some exceptions, including:

• Subpoena from a court

• Risk to the client's or another person's life, health, or safety

• With the client's prior approval, providing written reports to other professionals or agencies, discussing material with authorised individuals, or disclosing information as required by law

• Disclosure to professionals or agencies directly related to the primary purpose for which the personal information was collected

• When otherwise required or authorised by law

• Formal requests by legal guardians for information within a child/adolescent's client file, subject to certain limitations

• Letters to GPs as required under a Mental Health Care Plan, with no additional charge

• Clients' personal information is not disclosed to overseas recipients without consent or legal requirement, and it will not be used, sold, rented, or disclosed for any other purposes.

Request for Access and Correction to client Information:

Clients have the right to request access to and correction of their personal information stored in their file. If any personal information is found to be inaccurate, outdated, or incomplete, reasonable steps will be taken to correct it. Requests for access or correction should be submitted to The Gray Area, and a written response will be provided within 30 days. If necessary, an appointment can be scheduled for further clarification.

Concerns:

Clients who have concerns about the management of their personal information can contact Myles Cherry, Registered Psychologist at The Gray Area. They also have the option to obtain a copy of the Australian Privacy Principles for a detailed understanding of their rights and how their personal information should be handled.

This policy outlines the procedures and guidelines for requesting treatment letters or reports from The Gray Area.

Please note the following:

• Requests for letters and/or reports (excluding Attendance letters) should be made via email to admin@thegrayarea.com.au

• The psychologist and/or practice manager will assess the request and determine if the letter or report can be provided.

• A preliminary review will be conducted by the psychologist and/or practice manager to ensure the request aligns with the client's needs and legal requirements. If no further information or documentation is required, preliminary report approval will be granted.

• The letter/report will be invoiced to the requesting party. The cost of the report will depend on the type requested and may include additional charges such as a review by a Senior Colleague. Any additional costs will be based on the time taken and will be communicated in advance.

• Payment for the letter/report must be made prior to the psychologist fulfilling the request.

Please note the following:

The Gray Area does not offer independent medico-legal psychological assessments related to psychological injury or criminal matters. These types of assessments require the expertise of approved psychological practices specialising in medico-legal assessments. Our focus is on providing mental health assessments and treatment, and we do not collect the extensive information typically required for these requests. We are unable to serve as independent and objective expert witnesses for the court in such cases.

At The Gray Area, we have specific payment and rebate processes in place to ensure a smooth experience for our clients. Please take note of the following information:

Private Clients:

We are registered with most private health funds, and you may be eligible for a partial rebate through your fund. The amount of rebate will vary depending on your level of cover, so we recommend contacting your health fund directly for more information. As a private client, we will provide you with a tax invoice that you can use to claim your rebate through your fund. Please note that we do not have HICAPS, so you will need to submit the claim manually. If you choose to claim through your private health fund, you cannot claim through your Mental Health Care Plan as well.

Medicare Clients:

If you have a Mental Health Care Plan from your GP, you are eligible for a partial rebate through Medicare. If you are registered for online services, we can process your claim on the spot, and Medicare will deposit the rebate into your nominated account on the following business day. Please refer to the Fee Schedule Table for the rebate amount and gap. If you choose to claim through Medicare with your Mental Health Care Plan, you cannot claim through your private health fund.

NDIS Clients:

If you are an NDIS participant, you should receive an approved NDIS Participant Plan. When booking your initial consultation, please provide this plan to The Gray Area Psychologists. We will then sign an NDIS Service Agreement with you, outlining the treatment plan based on your specific requirements stated in the plan.

There are three funding options within the NDIS:

• NDIA-Managed Funding: The NDIA pays the provider (The Gray Area) on behalf of the participant. We will charge according to the current 'NDIS Price Guide' and claim the fee through the NDIS portal.

• Self-Management Funding: The participant receives funding from the NDIA and pays the full amount to The Gray Area. The participant can manually claim the payment through the NDIS.

• Plan-Managed Funding: The NDIA includes funding for a Plan Manager in the participant's plan. The Plan Manager pays the providers, ensuring financial tracking and reporting. Depending on the setup of the participant's plan, The Gray Area can either charge according to our fee schedule or follow the 'NDIS Price Guide' and claim through the NDIS portal.

Please feel free to contact us if you have any further questions or require clarification on our payment and rebate processes. We are here to assist you.

To ensure a smooth and efficient payment process, we have specific policies in place at The Gray Area. Please review the following information regarding payments:

Payment Procedure:

Payment is required in full one business day prior to your appointment. This pre-payment policy is designed to confirm your appointment and allow sufficient time for processing and confirming payment for your appointment fees. By adhering to our pre-payment policy, we can continue providing our essential services to the community.

Payment Methods:

We offer two options for making payments:

• Automatic Charge System: You have the convenience of setting up an automatic charge system, which will process your payment seamlessly. Please refer to our Credit Card Management Policy for detailed information on setting up and managing automatic charges.

• Manual Payment: If you prefer not to use the automatic charge system, you can make a manual payment using a credit card or EFTPOS (excluding AMEX). Please note that we do not send accounts, and full payment is required in advance.

For any specific payment needs or inquiries, our friendly staff is available to assist you. Please reach out to us by phone, and we will be more than happy to address your concerns.

Booking Deposit:

As a new client scheduling your initial appointment with a The Gray Area, a non-refundable booking deposit of $60.00 is required. This deposit will be deducted as a partial payment towards your first session. By paying the booking deposit, you secure your appointment and confirm your commitment to attending. Please note that no further booking deposits are required for any future appointments.

We appreciate your cooperation in adhering to our payment policies. Should you have any further questions or require further clarification, please don't hesitate to contact our team. We are here to assist you.

At The Gray Area, we understand that changes in your schedule may require you to cancel or reschedule your appointment. To ensure a smooth process, please review our cancellation policy:

Cancellation or Rescheduling

If for any reason you need to cancel or reschedule your appointment, please notify us via email or phone at least 24 business hours prior to your scheduled appointment. Our business days are from Monday to Friday. For Monday appointments, please inform us no later than the preceding Friday.

For cancellations or changes made within the 24-hour cancellation period, or in case of a no-show, The Gray Area will charge a cancellation fee equivalent to the full amount of your scheduled appointment.

Reminders and Opportunity for Changes:

We provide notification reminders via email (72 hours) and text message (48 hours) before your appointment. This gives you an opportunity to make any necessary changes to your appointment before the 24-hour cancellation period and before fees are incurred.

Reasons for Cancellation Fees:

Cancellation fees are charged to compensate our psychologists who dedicate their time whether you attend the appointment or not. Additionally, due to the high demand for our services, canceling with sufficient notice allows us to allocate the appointment to another client in need.

Unpaid Cancellation Fees:

If we are unable to reach you by phone or email and the cancellation fee remains unpaid, an account for the fee will be sent to you. Please note that the cancellation fee must be paid before another booking can be made.

Our Commitment to Assistance:

Our goal is to provide clear information regarding appointment changes and help you plan your sessions through email and SMS reminders. We strive to help our clients avoid incurring cancellation fees whenever possible.

No- Show Fee: If you arrive more than 25 minutes late for your appointment, it will be considered a no-show and The Gray Area will charge a no-show fee equivalent to the full amount of your scheduled appointment.

If you have any further questions or require additional information, please don't hesitate to contact our team. We are here to assist you.