clinic policies

We completely understand that life can sometimes get busy – we will always endeavour to accommodate our patient’s schedules to ensure that you receive the care you need. To ensure that our clinic runs as smoothly as possible we aim to enforce the following policies:

Cancellation & Missed Appointment Policy

Connect Healthcare employs a team of highly skilled health professionals who are often in high demand. To ensure service provision of the highest possible standards, and as a courtesy to our team and our patients, Connect Healthcare employs a strict Missed Appointment Policy.

To achieve better health outcomes together, Connect Healthcare encourages our patients to be actively involved in the planning of their care and the scheduling of their appointments.

We also encourage our patients to attend their planned appointments. If you wish to reschedule or cancel your appointment, you are required to provide at least 24 hours’ notice to allow Connect Healthcare to offer it to other patients. Please note that we have access to our voicemails over the weekend, so should you wish to cancel or reschedule a Monday appointment please leave us a message over the weekend rather than waiting for Monday morning!

Whilst we understand that there may be times when extenuating circumstances prevent you from attending your appointment or rescheduling your appointment at late notice, we must be strict, fair and consistent with all patients.

Any missed appointments or cancellations with less than 24 hours’ notice will result in you being charged the full consultation fee.  

By adhering to our Missed Appointment Policy, we aim not only to create a culture of mutual respect between patients, practitioners and staff, but to also improve health outcomes by ensuring a continuity of care.

Payment Policy

Payments are required at the time of your consultation. All fees are non-refundable and non-transferrable.

Any RTWSA or MVA claims are sent directly to the insurer provided that all the necessary information, including claim numbers, are provided. Should the claim be rejected for any reason, all invoices become the responsibility of the patient.

Late Arrivals

We ask that all patients arrive on time for their appointments – we will do our absolute best not to keep you waiting as we also pride ourselves on running on time. If you run late and miss more than half your allocated time for your appointment, your appointment will be considered a ‘missed appointment’ and we will ask you to reschedule.

In-Clinic Behaviour

Children are more than welcome at Connect Healthcare. However, our clinic is a place where people come to receive health care and often may be in discomfort or pain, so we ask that if little ones are with you, that you be mindful of our space and other patients.

Heavy treatment tables, medical equipment, medicines and needles do not make for the safest of environments for active children! To ensure that everyone has a quiet, peaceful and happy experience we ask that children refrain from running, climbing on furniture, yelling or screaming, and play quietly and respectfully.

Privacy Policy

We collect patient information so we can provide the best possible patient care. At times we may need to liaise with our patients’ other treating health practitioners and specialists where appropriate, and with our patients’ guardians or other responsible persons.

At times we may also be required to liaise with Medicare and our patients’ private health insurance funds, and may need to deal with lawyers engaged by our patients, or by their private health insurance fund.

As such, we may need to disclose or allow access to patient information to others for the purposes listed above. We will never disclose patient information to overseas recipients.

If a patient does not provide us with the information we request, we may not be able to provide the patient care or products required or otherwise assist the patient.

Our Privacy Policy contains information about how individuals may access or correct personal information we hold about them, how they can complain about a breach of privacy and how we will deal with such complaints. To read Connect Healthcare’s Privacy Policy, please click here.

Pilates Payment & Cancellation Policy

Due to our small class size, it is important that we are fair and consistent with our cancellation policy. We must ask that you provide 12 hours’ notice for cancellation or rescheduling of a class booking (either via phone call, e-mail or voicemail) so that we can offer your spot to another client. We understand that life can sometimes get in the way, but we need to be strict and fair to all clients.

We encourage our clients to purchase 5 class packs or 10 class packs (to be purchased over the phone or in-clinic). If you cancel with less than 12 hours’ notice, the cost for that class will be debited from your account. For those clients who choose not to purchase a class back and want to pay the casual class rate, these classes will need to be paid for in full at the time of booking. These can be paid for in-clinic, over the phone or via online bookings.