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:

Cancellations and 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.

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. 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.

Connect Healthcare has a ‘3 strike’ policy for accumulated missed appointments:

  1. Notification of missed appointment with opportunity to re-book at the next available time. You will be asked to refamiliarise yourself with Connect Healthcare’s Missed Appointment Policy.
  2. Notification of missed appointment with opportunity to re-book at the next available time. Connect Healthcare will encourage you to donate a sum of your own discretion to our charity of choice in lieu of a Missed Appointment fee.
  3. The full consultation fee will be charged for your missed appointment. Please be aware that you will not be able to book in any further appointments at Connect Healthcare until this fee has been paid.

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 to provide proper patient care. This includes liaising with our patients’ guardians or other responsible persons as well as our patients’ other treating health practitioners and specialists where appropriate. It also includes dealing with Medicare and our patients’ health funds and insurers, and dealing with lawyers engaged by our patients, or by their health fund or insurers.

We may disclose or allow access to patient information to others for the above purposes, and to our business contacts that assist us in our practice. We will not disclose patient information to overseas recipients.

We will only disclose or use a patient’s information to promote our services or products if the patient has consented to such use.

If a patient does not provide us with any 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.