Telehealth Policy Guidelines

By registering for video conferencing sessions with Centre for Integrative Health (CFIH) you agree to the terms and conditions in this document which apply to all telehealth consultations provided by CFIH in addition to CFIH’s usual terms and conditions of treatment. If you breach these terms and conditions, you acknowledge that CFIH may (in its absolute discretion) immediately suspend or terminate any or all remaining consultations.

CFIH will only provide videoconference consultations when the following requirements are met:

1. You must be over 18 years of age to access videoconference consultations. If you are under the age of 18 years, you may request to access videoconference consultations, however this request will be reviewed and decided on a case-by-case basis by your treating clinician (in their absolute discretion).
2. The request for videoconference consultation services has been approved by our Office Manager. This approval is at CFIH’s discretion. CFIH reserves the right to terminate further videoconference consultations should you disengage from treatment, or the clinician deems it is inappropriate to continue with online support.
3. Videoconference consultations are not intended to replace face-to-face sessions and have been made available in an effort to increase service accessibility during COVID-19 and for those individuals who are unable to receive face-to-face treatment due to unforeseen circumstances or who live in a remote location and unable to access services locally.  Outside of these parameters, your clinician may still require you to attend at least one face-to-face session before agreeing to ongoing videoconference sessions.
4. Full consent to share information with other practitioners involved in your care (both within and outside of CFIH) has been provided. This is required to ensure that the treatment you receive is appropriate, consistent and up to date. Information will be shared and stored in accordance with CFIH’s Privacy Policy which is available on our website or on request (please ask Reception).
5. Details of a support person (e.g., parent, partner or friend) as well as a medical professional (general practitioner or psychiatrist) involved in your care and consent for your practitioner to contact these persons in the event that there are concerns about your wellbeing has been provided.
6. An original signed letter from your medical practitioner (i.e. general practitioner or psychiatrist) verifying the suitability of your engagement in outpatient online treatment (as opposed to a higher level of care) is provided, if requested by your clinician.
7. If requested by CFIH or your treating clinician, you also agree to the following:
   1. to attend face-to-face appointments with a medical practitioner for regular medical monitoring, and
   2. attend at least one face-to-face appointment at CFIH before regular videoconference sessions commence. Please note that during COVID-19, this may not be possible and so we request that all consent paperwork is complete before the online appointment and your clinician may request that you have seen a GP or Psychiatrist within 2 days prior to your initial consult.

SERVICES PROVIDED

CFIH will provide you with professional support delivered in the form of online videoconference consultations. All of CFIH’s staff are trained professionals and hold all applicable accreditations and registrations required to deliver the services CFIH provide.

CFIH may provide you with information during the course of your videoconference consultation. CFIH takes reasonable steps to ensure that all information provided to you (including any resources) is accurate and up to date at the time it is provided. CFIH and its practitioners derive information from a number of sources, which are reasonably believed to be accurate and up to date as at the date of publication.

CFIH does not represent, promise or warrant to you:

• that any information remains reliable, accurate or complete after it has been provided to you; or
• any specific result from participation in the videoconference consultations or the provision of the services by CFIH.

TELEHEALTH PRIVACY AND USE OF VIDEOCONFERENCING SOFTWARE

You have a right to confidentiality of your information. By signing to indicate your agreement with this policy, you understand that online videoconference consultations may inherently present limitations to privacy and confidentiality.

Although CFIH takes reasonable steps to reduce and manage potential risks and enhance client confidentiality and safety in accordance with its Privacy Policy, it cannot be held responsible for breach of privacy or safety risks associated with online videoconference consultations.

CFIH utilises third party telehealth platforms for the purpose of providing videoconference consultations. These are programs owned and managed by the third party and it is a requirement of these terms and conditions that you understand and accept any terms and conditions of these platforms. By signing this document, you accept and acknowledge that CFIH is not responsible for the third party telehealth platforms and their associated terms and conditions. If at any time you no longer wish to utilise our online telehealth platform, please inform CFIH as we will no longer be able to provide you with videoconference consultations.

CFIH is not responsible for

• configuring your telehealth program settings with regard to audio, video, and the retaining of digital history and related files on your device.
• ensuring that your device meets the system requirements for accessing videoconferencing sessions via the online telehealth platform, or the security of your device.

CFIH also recommends you consider whether your device is equipped with appropriate security software.

TECHNICAL CONCERNS

In the event there are technical difficulties during your videoconference consultation, a phone consultation will be offered. The temporary COVID-19 Medicare Items numbers provide a rebate for telephone sessions, however in usual circumstances Medicare rebates may not be available for telephone sessions.

In the event that more than 2 consultations are disrupted by technical difficulties, CFIH may decide to cease offering videoconference consultations (in its absolute discretion).

Due to the technology involved, videoconference consultations carry a risk of unforeseen technical issues. CFIH will reasonably endeavour to minimize the risk of any technical issues (including call dropout). However, you acknowledge that CFIH is unable to offer a reduced consultation fee in these circumstances and that despite any technical issues you will be required to pay the consultation fees (even if these issues are outside your control).

PAYMENT OF APPOINTMENT FEES

The videoconference consultation fee must be paid on the day of the consultation prior to your session.

Please ensure you complete your intake forms in their entirety so your payment details can be stored securely on our client management system. Our administration team will debit the session fee from your nominated card on the day of your appointment after to your session. Please be advised that we are not able to provide videoconference consultations without a direct debit arrangement in place.

Please ensure there are sufficient funds available in your account on the day of your appointment as your outstanding fees must be settled before your next appointment.

Please note

• CFIH’s Cancellation Policy applies to all videoconference consultations. This policy is available on request (please ask Reception) or on our website.
• CFIH is unable to accept direct bank transfer (EFT) as a form of payment for appointments at this point in time.

PRIVATE HEALTH INSURANCE

Private billing is available for telehealth individual and group sessions. Should you wish to claim on your private health insurance, please notify reception prior to your videoconference appointment so your invoice can be issued appropriately. You will be responsible for raising your private health claim directly with the insurer. While many health insurers will cover telehealth therapy, it is your responsibility to confirm that your private health insurer will cover your individual or group tele-health therapy sessions.

CLIENT ACKNOWLEDGEMENT OF INFORMATION

In consenting to participate in videoconference consultations, you acknowledge that you have read and accepted the terms and conditions of CFIH’s Telehealth Policy.