Terms and Confidentiality
Your Privacy and Confidentiality
Bigg Feels Practice will need to collect and record personal information from you that is relevant to your situation. This information assists to guide and communicate about the treatment services provided to you. Please ensure you provide honest and comprehensive information.
Your information will be stored using secure systems that adhere to Australian Privacy Laws. If you have further questions, please ask your treating practitioner. The information we gather is treated in a confidential manner and is only seen by those who need to see the information to support your treatment. The information is retained in order to document what happens during sessions and enables the treating practitioner to provide a relevant and informed counselling service. You are able to ask for your information and ask to review what is on file unless there is relevant legislation that indicates otherwise. Your treating practitioner will discuss the appropriate way to access your information.
Please be assured that all information provided in the process of consultation is strictly confidential. Only the assigned practitioner can access your session notes and our administration staff see limited information to support you with bookings. Other than the special circumstances outlined below, no information may be released to others without the written consent from you or your guardian.
In regards to couples - all the same confidentiality rules apply between the couple and the counsellor including relevant sepcial circumstances.
These special circumstances include the following:
Where a court orders the release of client information for legal purposes, or the disclosure is required by law.
Where failing to disclose the information would place you or another person at serious or imminent risk
Your prior approval has been obtained to provide a written report to another agency (e.g.: GP, Lawyer) or discuss the material with another person e.g. parent, employer, teacher.
Cancellation Policy
We are a busy practice, and we have many people on waiting lists for appointments. As a result, we have procedures to ensure that available appointment times are well utilised. If you do not respond to a message requesting that you confirm your intention to attend an appointment, that appointment may be allocated to someone on the cancellation or waiting list. Cancellation of appointments without notice or failure to attend impacts yourself and your progress, the therapist who has prepared your session, and another person awaiting an available appointment. We do of course understand that circumstances may occur that require you to cancel or change an appointment.
We simply ask that, if you need to cancel or postpone your appointment, you give at least one full business days' notice. If you provide us with less than one full business days' notice, and we cannot fill your appointment time with another client, a $30 consultation fee may be applied. If you do not provide notice of cancellation, and you simply fail to attend (unless there is an emergency or other understandable situation), you may be charged 100% of the consultation fee. We will provide you with reminders, however, it is ultimately your responsibility to manage your appointment times.
Emergency and After-Hours Coverage
Normal operating hours for the clinic are Monday through Friday, 8:30am through 4:30pm, excluding public holidays. The clinic does not have coverage for emergencies. In the case of an emergency, you should contact your nearest hospital emergency department. Alternatively, you may call or text Lifeline which operates a 24-hour telephone crisis counselling service on 13 11 14 and 0477 13 11 14. You are encouraged to share the detail of any after-hours emergencies with your counsellor as soon as possible after the emergency has been managed.