PRACTICE POLICIES

By booking an appointment and/or being a patient at our practice, you agree to be bound by our Practice Policies as stated below.

We reserve the right to update any part of these Practice Policies by posting updates on our website. You can review the most current version of the Practice Policies at any time on this page. It is your responsibility to check this page periodically for changes.

Fee and Medicare Rebate

We are a private billing practice and charge private fees for our services. All patients require a current, valid referral to be eligible for Medicare rebate. A GP referral is valid for 12 months and a specialist referral is valid for 3 months.

Please contact us for the most current fee schedule by calling 03 9501 7240 or emailing [email protected].

**PLEASE NOTE:

    1. Fees are subject to change without notice. It is your responsibility to check with our practice for our most current fee schedule.
    2. A processing fee of 1.9% applied to all card transactions.
    3. The booking item and fee initially charged are estimates only. The final item number and fee will be determined after your consultation based on the doctor’s assessment.
Deposit and Cancellation Policy

ProMind Care aims to provide high quality mental health care to all our patients. As such, when you book an appointment, that time slot is reserved for you and when it is missed, that time cannot be reallocated to treat other patients. We request that you respect our doctors’ time and provide us with adequate notice so that our team is able to reallocate your appointment time to other patients.

• At the time of booking, a 50% deposit is required to secure your appointment (for both initial and follow up appointments). This will be used towards your final fee.

• 2 business days prior to your appointment, full prepayment (less deposit) will be automatically processed using our secure payment platform with your securely stored payment details.

• Appointment fee is fully refundable if you cancel or reschedule your appointment with at least 48 business hours’ notice. However, please note that card transaction processing fee is NON – REFUNDABLE.

The following cancellation policy applies and must be paid before you can reschedule your next appointment.

More than 48 business hours advanced notice
Fully refundable, less processing fee

More than 24 but less than 48 business hours advanced notice
50% of the appointment fee

Less than 24 business hours advanced notice
100% of the appointment fee

**PLEASE NOTE:

1. Weekends and/or public holidays are not included as hours of notice, as these hours do not provide our team with an opportunity to offer your session time to other patients who are waiting to see your doctor. We thank you for respecting this policy.

2. Emergencies sometimes occur, and discretion will be used to determine the significance of the emergency. On a case by case basis, your doctor might choose to waive the late cancellation fee.

Late Arrival Policy

We understand that sometimes late arrival may be beyond your control. If you are running late to your appointment, we ask that you inform us as soon as practical.

If you arrive late, Dr Nguyen will do her best to provide a review. As a courtesy to the next patient however, your appointment will still finish at the originally scheduled time. If you arrive more than 20 minutes late to any appointment, we reserve the right to deem it as a No-show and you will need to reschedule your consultation to the next available time and late cancellation fee will apply.

Availability and Accessibility Policy

It is the patient’s responsibility to schedule a follow-up appointment well in advance to avoid lack of availability with the doctor’s schedule.

Appointments can be made by clicking on the “ONLINE BOOKING” button on our website, or calling our reception team directly on 03 9501 7240 during our Office Hours (Mon, Wed, Thurs, Fri 09:00 AM – 04:30 PM excluding Public Holidays).

To reschedule or cancel an appointment, you can use the appointment link from the appointment confirmation email or the “Manage Appointment” function within your Halaxy patient portal or call our clinic.

Please note that we do not provide after-hour care, and are not a crisis management facility. In an emergency, please ring 000 or go to the Emergency Department at your local hospital.

For less urgent support, please call:

Mental Health Crisis Line: 1800 011 511

Lifeline: 13 11 14

BeyondBlue: 1300 22 46 36

Doctor Communication Policy

To minimise disruption to the doctor’s and respect our patients’ treatment time, phone calls from patients will not be put through to the doctors.

Enquiries about prescriptions, medical conditions, symptoms, medical reports, medical certificates, and application forms will not be responded to by our doctors via phone or email. Patients are required to book an appointment to discuss the above issues.

Requesting scripts outside of your consultation should be done online via our website (charges applied) and we ask that you allow 7 days for these to be completed. Our doctors do not consult full time and as such may not be available to process this at short notice.

Do not let your medications run out before you contact us.

Zero Tolerance Policy

We have ZERO TOLERANCE to any aggressive, abusive or any form of discrimination and threatening behaviour towards our staff, doctors and patients. Our staff are specially trained to be professional, helpful and respectful towards all patients and their needs and circumstances. We request that you treat our staff and doctors with courtesy and respect at all times. The following types of behaviour would be unacceptable at our practice:

  1. Violence
  2. Verbal abuse towards the staff or doctors in any form
  3. Discrimination of any kind
  4. Sexual and racial harassment
  5. Offensive gestures or behaviours
  6. Excessive noise i.e. recurrent loud or intrusive conversation or shouting
  7. Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible, and explanations are given when they cannot
  8. Derogatory comments about the practice or individual either verbally, in writing/digitally, or on social media platforms
  9. Malicious allegations relating to members of staff, or other patients
  10. Causing damage/stealing from the Practice’s premises, staff, or patients
  11. Obtaining drugs and/or medical services fraudulently

If any of the above is violated, our

practice reserves the right to end a

phone call, ask the patient to leave the

clinic, or in extreme cases, the Police may

be contacted which may result in the

patient being removed permanently

from the Practice’s book.