We understand that life can sometimes be unpredictable, and plans may need to change. To ensure we can continue providing high-quality care to all our patients, we have established the following policy:

1. Appointment Payment
   • Full payment of the consultation fee is required at the time of booking to confirm your appointment.
2. Cancellations or Appointment Changes
   • If you need to cancel or reschedule your appointment, we kindly request at least three business days notice.
   • Cancellations or changes made with less than three business days will incur a cancellation fee of 50% of the original consultation fee.
   • Please note the credit card processing fee will be deducted from your refund amount.
3. Non-Attendance
   • If you do not attend your scheduled appointment without providing notice, the full consultation fee will apply.
4. Late Arrivals
   • If you join your telehealth appointment more than 15 minutes past the scheduled start time, we may not be able to accommodate the consultation. In such cases, the appointment will be considered a non-attendance, and the full consultation fee will apply.

We appreciate your understanding and cooperation with this policy, as it helps us manage our schedule efficiently and ensures all patients receive the care they deserve. If you have any questions or concerns, please feel free to contact our team.

Thank you for choosing our telehealth clinic for your care.

CLINICIAN COMMUNICATION POLICY

At Altitude Mind Clinic we want to ensure that your experience with our telehealth clinic is as smooth, efficient, and supportive as possible. This communication policy is designed to clarify how we can best connect with you about your healthcare needs while maintaining privacy and professionalism. Please take a moment to review the following guidelines.

1. How We Communicate:

• Appointments as the Primary Channel: All questions or concerns about your medical care, prescriptions, test results, or treatment plans should be discussed during your scheduled telehealth appointments. This ensures that your clinician can address your needs thoroughly and in a secure setting.
• No Direct Contact via Email or Phone: We ask that you refrain from contacting your clinician directly via email, phone, or text for medical inquiries. This helps us ensure that your questions are answered in the most appropriate and private way during your appointment.

2. Addressing Medical Questions:

• Medical Advice: If you have any concerns about your diagnosis, treatment, prescriptions, or test results, these should be raised during your telehealth appointment. Your clinician will be able to give you their full attention and provide a detailed explanation.
• Prescription Renewals: If you need a prescription renewal or wish to discuss adjustments to your medication, please bring it up during your next scheduled appointment. This allows us to ensure your prescription is still appropriate and aligned with your current health needs.
• Test Results: You will receive any test results during your scheduled appointment. Your clinician will review the results and explain what they mean for your care.

3. Emergencies:

• If you experience a medical emergency, please seek immediate assistance by calling emergency services (000) or visiting your nearest emergency department. Telehealth appointments are not suitable for urgent, life-threatening issues.
• Other contacts in urgent situations include:
• LifeLine 13 11 14
• Aboriginal & Torres Strait Islander crisis support line 13YARN or 13 92 76
• 1800Respect or 1800 737 732

At Altitude Mind Clinic, we are committed to providing high-quality, compassionate care to all of our patients. To ensure a safe and respectful environment for both our patients and our staff, we have an Unacceptable Behaviours Policy regarding any form of abusive or aggressive behaviour directed towards our clinicians, administrative team, or any staff member.

We understand that healthcare situations can sometimes be stressful, and we encourage open communication. However, we expect all interactions to remain respectful and professional at all times.

Unacceptable Behaviours:

The following behaviours are considered unacceptable and will not be tolerated:

1. Verbal Abuse: Using threatening, rude, or offensive language, including insults, swearing, or shouting at any staff member.
2. Aggression or Threats: Any threats of harm, intimidation, or aggression (whether physical or verbal) directed towards staff or clinicians.
3. Harassment: Repeated or unwelcome comments or behaviours, including inappropriate or discriminatory remarks.
4. Disrespectful Behaviour: Any behaviour that is disrespectful, dismissive, or disruptive during a consultation or call, including refusing to follow clinician instructions or interrupting the clinician.
5. Intimidation or Bullying: Any attempt to bully, intimidate, or coerce staff or clinicians into providing inappropriate care or services.

Our Commitment to You:

We value your health and well-being, and we are here to support you. We believe that everyone deserves to be treated with dignity and respect, including our dedicated team members. In return, we expect the same respect from all of our patients.

Consequences of Unacceptable Behaviours:

We take any form of abusive or aggressive behaviour very seriously. If such behaviour occurs, the following actions may be taken:

1. Termination of Calls or Consultations: If a patient exhibits any form of abusive or aggressive behaviour, the clinician or staff member may immediately terminate the call or consultation.
2. Discontinuation of Ongoing Treatment: Repeated or serious incidents of unacceptable behaviour may result in the discontinuation of treatment or services, at the discretion of the clinic management.
3. Contacting Authorities: In extreme cases, where threats of harm or aggressive behaviour pose a serious risk, we may contact local Police.
4. Removal from the Patient List: If abusive or aggressive behaviour continues, the patient may be permanently removed from our practice’s patient list, and they will no longer be eligible to receive care from our clinic.

We Value Your Cooperation:

We understand that healthcare can sometimes be a challenging and emotional experience, but we firmly believe that respectful, calm, and clear communication is essential to providing the best care for you. We ask for your cooperation in maintaining a professional and courteous environment during all interactions with our clinic staff and clinicians.

Altitude Mind Clinic acknowledges patients may request access to their medical records. 

Altitude Mind Clinic will respond to any requests to access your medical records within 45 calendar days in accordance with the regulations under Information Privacy Act 2009 (QLD).

An administration fee is required for releasing medical records: $55 (inclusive of GST).  Merchant surcharge applies.

If you would like a copy your records, please contact the Altitude Mind Clinic Practice Manager at admin@altitudemindclinic.com

Please read our privacy policy here.