Privacy, Consent & Practice Information
Welcome to The Heart & Mind Collective.
Thank you for choosing us to be part of your care. We recognise that reaching out for support can feel like a significant step, and we appreciate the trust you place in us.
This document explains how we work with you, how we collect and protect your information, what you can expect from our services, and your rights and responsibilities as a client.
We've designed this information to be clear and accessible. If anything is unclear, or if you would like to discuss any aspect of your care, please let us know. We are always happy to answer questions.
Our approach
At The Heart & Mind Collective, we provide trauma-informed and neurodiversity-affirming psychological services for children, adolescents, adults, couples and families.
We recognise that every person's experiences, strengths and support needs are unique. Our aim is to create a safe, respectful and collaborative environment where people feel understood and supported.
Wherever possible, we work alongside you to develop goals and support that reflect your individual needs, values and preferences.
The services we provide
Our services may include:
Individual therapy
Child and adolescent therapy
Parent support
Couples therapy
Family support
Psychological assessment
Neurodiversity assessments
Cognitive and learning assessments
Play therapy
Neurofeedback (brain training)
Professional consultation and support.
Your clinician will discuss the purpose of your service, what it may involve and answer any questions before commencing.
Privacy
We collect personal and health information to:
provide psychological services
communicate with you
manage appointments and billing
coordinate your care where appropriate
prepare reports
meet professional, ethical and legal obligations.
What information we collect
Depending on the services you receive, we may collect:
contact details
demographic information
health history
referral information
assessment results
reports
payment information
appointment history
correspondence.
How we collect information
Information may be collected:
directly from you
from parents or guardians
through referral letters
from other healthcare providers (with your consent)
through online forms
through our website
during appointments
from funding bodies where appropriate.
How we use your information
Your information may be used to:
provide treatment
conduct assessments
communicate with you
arrange appointments
prepare reports
coordinate care
process payments
meet legal obligations.
We do not sell your personal information.
Clinical records
Psychologists are required to maintain clinical records.
Clinical records may include:
intake information
session notes
assessment data
reports
referrals
correspondence
invoices
appointment records.
Records are stored securely using appropriate administrative, physical and electronic safeguards.
You may request access to your personal information or request corrections where appropriate, subject to relevant legislation.
Confidentiality
Your privacy is important to us.
Information shared with us is generally confidential and will not usually be shared without your consent.
There are some important exceptions where information may be disclosed, including where:
there is a serious concern for your safety or the safety of another person
disclosure is required or authorised by law
mandatory reporting obligations apply
records are subpoenaed or ordered by a court
disclosure is otherwise permitted under privacy legislation.
Where appropriate, we will discuss these situations with you.
Professional supervision and consultation
Clinicians regularly participate in professional supervision and peer consultation to support safe, ethical and high-quality care.
Relevant aspects of your care may be discussed with a professional supervisor or consultant.
Only information reasonably necessary for this purpose is shared, and supervisors and consultants are also bound by professional confidentiality obligations.
AI-assisted documentation
To support accurate and efficient documentation, some clinicians at The Heart & Mind Collective may use secure AI-assisted technology to help prepare clinical notes, letters or reports.
Where AI-assisted documentation is used:
it is used only to assist with documentation and administrative tasks;
your clinician reviews, edits and approves all documentation before it becomes part of your clinical record;
your clinician remains responsible for all clinical decisions and records;
AI is not used to replace professional judgement or make decisions about your care.
If AI-assisted documentation involves processing information from your appointment, your clinician will explain how it works, answer any questions you may have, and seek your agreement before using it.
Any AI-assisted technology used within our practice is selected with careful consideration of privacy, security and professional obligations.
Informed consent
Psychological care is based on informed consent.
Before beginning assessment or therapy, your clinician will discuss:
the purpose of the service
what to expect
potential benefits
possible limitations or risks
alternative options where appropriate
opportunities to ask questions.
Participation in psychological services is voluntary.
Consent is an ongoing process. You are welcome to ask questions, request changes to your care, pause services or withdraw your consent at any time.
Children and young people
When working with children and young people, consent and confidentiality are guided by:
the child's or young person's age
decision-making capacity
legal requirements
professional obligations.
Where appropriate, we aim to involve children and young people in decisions about their care.
Parents and carers play an important role, and we will discuss confidentiality, consent and information sharing during the first appointment.
Where parents are separated, we may need to clarify who can provide consent before commencing services.
Adults supported by others
Sometimes appointments are arranged by parents, partners, carers or support workers.
Where appropriate, consent will be confirmed directly with the person receiving services.
Privacy, confidentiality and decisions regarding information sharing relate to the client receiving psychological services.
Information sharing
We believe collaborative care often leads to better outcomes.
Communication that is usually required
Where applicable, we may communicate with:
your referring GP
psychiatrist
paediatrician
other referring medical practitioner
to support your ongoing care or meet funding requirements.
For clients accessing services under Medicare's Better Access initiative, we are generally required to provide progress reports to the referring medical practitioner.
Communication with your consent
With your permission, we may also communicate with:
schools
universities
family members
carers
NDIS providers
support coordinators
insurers
rehabilitation providers
employers
other treating health professionals.
We will generally discuss this with you before sharing information.
Payment information
A valid credit or debit card is required to be securely stored before your first appointment.
Payment details are securely processed through our payment provider. The Heart & Mind Collective does not store your full credit or debit card details.
Payment is due at the time of your appointment unless alternative arrangements have been made.
Fees and cancellations
Appointments are reserved specifically for you.
If you need to cancel or postpone an appointment, please provide at least 48 hours' notice by phone or email.
Appointments cancelled with less than 48 hours' notice will ordinarily incur a cancellation fee equal to 50% of the scheduled appointment fee.
Appointments cancelled with 24 hours' notice or less, or where a client does not attend their appointment, will ordinarily incur the full scheduled appointment fee.
If you are unable to attend due to illness or other unexpected circumstances, please contact us as soon as possible. Where clinically appropriate, we may be able to offer your appointment via telehealth as an alternative to cancellation. While we always aim to be understanding and supportive, our cancellation policy is applied consistently to ensure appointments remain available for others requiring care.
Funding arrangements
If you are accessing services through Medicare, NDIS, Workers Compensation, Victims Support, private health insurance or another funding body, additional requirements may apply.
Unless alternative billing arrangements have been confirmed, clients remain responsible for appointment fees.
Telehealth
Where clinically appropriate, appointments may be provided via telehealth.
Your clinician will discuss whether telehealth is suitable for your circumstances.
While we take reasonable steps to ensure secure communication, no electronic platform can be guaranteed to be completely secure.
Electronic communication
We may communicate with you via telephone, SMS and email regarding appointments and administrative matters.
Please note that standard email is not always a secure method of communication. We recommend avoiding sending sensitive personal information by email where possible.
Website & Online Services
Our website and online services are designed to make it easy for you to learn about our services, contact us, book appointments and complete forms.
Some of these services are provided through trusted third-party providers that support the operation of our practice, including our website, secure practice management system, online forms, appointment booking and communication platforms.
These providers have their own privacy policies and may collect or process information in accordance with their own terms and conditions.
We do not sell, rent or trade your personal information to third parties for marketing purposes.
If you contact us through social media, we recommend avoiding sharing sensitive personal or health information. If your enquiry relates to your care, please contact us directly by phone, email or through our secure client systems.
Accessibility
We are committed to providing services that are accessible and inclusive.
If you require accessibility adjustments, communication supports or other accommodations to participate in services, please let us know. We will do our best to work with you to identify appropriate supports.
Emergencies
Our practice is not an emergency or crisis service.
If you or someone else is at immediate risk, please call 000.
If you require urgent mental health support outside your appointment, please contact your GP, attend your nearest Emergency Department or contact your local Mental Health Line.
Feedback and complaints
We welcome feedback and are committed to continually improving our services.
If you have any concerns, we encourage you to discuss them with your clinician or our Practice Manager in the first instance.
If you remain dissatisfied, you may contact the Health Care Complaints Commission (NSW) or the Psychology Board of Australia.Contact
Contact Us
If you have questions about this policy, please contact:
The Heart & Mind Collective
admin@heartandmindcollecive.com.au
02 4327 9435
Questions?
We understand that privacy, consent and psychological care can sometimes feel complex.
If you have any questions about this information, your privacy, or any aspect of your care, please speak with your clinician or a member of our team. We are always happy to answer questions and discuss these with you before or during your appointments.
© The Heart & Mind Collective
This document may be updated from time to time to reflect changes in legislation, professional standards or our practice. The most current version will always be available on our website.