Payment must occur on the day of the consultation.
We have a TYRO machine on site to process Private Health claims/rebates. Please check with your Health Insurance Provider to see if your plan includes osteopathy. To claim Private Health, you must bring your Private Health card with you. Our Tyro machine does not support phone-based claiming for Private Health.
We process both EFTPOS & cash payments. We do not accept cheque payments.
Consult length & fees
Initial: 40 minutes
Standard/regular return: 30 minutes
Urgent: 15 minutes
Return consult $96
Initial consult $112
Concession (pension card, health care card): $5 discount.
Urgent Consultation: flat rate $60 (no concession).
Late Cancellation Policy
Effective as of 01/08/23
We require at least 24 hours notice for rescheduling and cancelling of appointments.
<24 hours notice = late cancellation fee of 50% of consultation.
<4 hours notice = late cancellation fee of full cost of consultation.
Circumstances in which the fee is waived is when there is an emergency such as a car accident, or when someone starts to become unwell on the day of the consultation. Schedulling issues, traffic, being stuck in other appointments are not accepted as reasons to miss an appointment. If someone is running more than what is considerably acceptably late (e.g. >10 minutes for a 30 minute consultation), then they will also be required to pay for the cost of the consultation.
Please remember that when appointments are missed, our practitioners are not able to do their jobs. Furthermore, other patients are unable to access services at the time that was missed. Our business is not financially viable by waiving fees every time someone misses an appointment, in much the same way an airline or music festival wouldn't be viable if they allowed for refunds to those who missed the event. Therefore, when reflecting on the implications of a late cancellation fee, please consider the impact on our practitioners time, the patients that are waiting for appointments and the financial costs.
Current as of: 15/05/18
Most recent update: 01/08/23
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our health practitioners and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).
What personal information do we collect?
The information we will collect about you includes your:
names, date of birth, addresses, contact details
medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
Medicare number (where available) for identification and claiming purposes
health fund details
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals. If you would like to deal with us anonymously, please notify us in person or in writing.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
During the course of providing health services, we may collect further personal information. This includes acquiring information via My Health Record, eg via Shared Health Summary, Event Summary.
We may also collect your personal information when you visit our website (such as via google analytics, cookies, from sending an enquiry & making an online booking), send us an email or SMS, telephone us or communicate with us using social media.
In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
your guardian or responsible person
other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
your health fund, Medicare, TAC, WorkCover or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
with other healthcare providers
when it is required or authorised by law (e.g. court subpoenas)
when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
to assist in locating a missing person
to establish, exercise or defend an equitable claim
for the purpose of confidential dispute resolution process
when there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
during the course of providing medical services, through eTP, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing health services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms, including paper records, electronic records and visual records (X-rays, CT scans, videos and photos).
Our practice stores all personal information securely: in electronic format it is stored in password protected computer systems or in a cloud-based format. We try to ensure that that all information stored in a cloud-based format is stored securely within Australia, according to Australia’s best-practice guidelines on data-security. We also store personal information in hard copy format (temporarily before shredding) locked securely filing cabinets within the practice environment.
We also protect your personal information by using password software
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require that the patient (or their parent or guardian) must put this request in writing, including their signature & the current date. Our practice will respond within 30 days. At the discretion of our practice we may charge a fee of $50 for providing personal information as a result of complying with the request.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to our email email@example.com
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. If you have any concerns, please first contact us in person or over the phone so that a straightforward resolution can be made. If we cannot resolve your complaint in this manner, then you should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. We will endeavour to respond to complaints within 30 days of receiving the complaint. Please send your complaints via email to firstname.lastname@example.org
Privacy and our website
From our website & other forms of electronic social media such as Facebook, we collect your Personal Information for the primary purpose of providing our services to you and marketing. This includes contact details as inputted when making an online booking, details regarding website analytics & cookies. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by clicking the ‘unsubscribe’ option at the bottom of a marketing email or via email.
Policy review statement
Code of Conduct & Consumer Rights
Effective as of 01/08/2023
Rights of individuals receiving services at Prom Health
Receive a high standard of care
Be treated with dignity and respect
Respect for their privacy and confidentiality
Receive services in a safe environment
Have a support person participate in discussions about your care
Be informed and consulted with about your treatment plan
Be informed about costs payable for the service
Communicate any questions or concerns regarding your treatment
Code of conduct by patients & anyone in contact with Prom Health
Anyone in contact with or recieving care at Prom Health is expected to treat our staff with courtesy and respect at all times.
Anyone who carries out the following behaviour will be asked to leave our premises and their future attendance at the clinic will be discontinued, resulting in them having to seek care elsewhere.
Failure to pay for outstanding moneys owed
Intimidating, aggressive, insulting or disrespectful behaviour
Abusive language, menacing gestures, shouting, or verbal/physical threats
Racial or cultural slurs or other derogatory remarks associated with, but not limited to, race, language, gender, sexuality, or age
Attending under the influence of alcohol and/or drugs
Damaging or stealing practice property
Failure to comply with requests to silence phones/devices &/or keep noise to a respectable level
Repeat late cancellations, late attendance, or non-attendance