Service Policy

Thank you for choosing Neuro Connections as your specialist psychiatry service.

Please take some time to read carefully the details below that outline our Service Policy.

We try to be as transparent as possible so our patients/carers can make fully informed decisions about whether we are the right service for them.

Please note our policy details and Fees may change from time to time in response to service development and the rising costs of administration. These changes will allow the service to remain sustainable. Please refer back to this document and our Fee schedule periodically to remain fully up to date and informed.

Please also visit our FAQ section on our website for more details about our services and policy.

Appointment Bookings Procedure

At the time of booking your appointment, a 30% holding deposit is required to secure your appointment and any future appointments that you wish to make. The remainder of the Fee (the remaining 70%) must then be settled on the day of your scheduled appointment. This remainder amount will be automatically deducted on the day from your nominated credit/debit card, or can be paid in advance via a bank transfer.

Failure to provide a holding deposit prior to the appointment will result in the appointment slot being canceled and offered to patients on our waitlist.

Any outstanding payments from prior appointments must be first paid in full before any future appointments are offered.

Fees and Payment for Clinical Services

Neuro Connections is a private billing practice only. Unless prior arrangements have been negotiated with your treating doctor, we do not provide Bulk Billing services. If you hold a Medicare card you may be eligible for a partial rebate on your doctor consultation Fee.

Our service and doctor consultation Fees may change from time to time. Our doctors are individual contractors and therefore Fee schedules between doctors may vary. The most up-to-date Fees for each doctor can be located on our website under the Fees section.

For follow-up sessions, our doctors charge a ‘time-based’ Fee schedule. The standard follow-up appointment is 30 minutes. Appointments which go over 45 minutes will attract a larger Fee (refer to our Fees section).

We will be requesting the details of your Medicare Card and a valid credit/debit card to keep securely on our system, in order to facilitate appointment payments.

Appointment Reminders and Correspondence

The preferred method for patients/carers to contact Neuro Connections is via our official email- info@neuroconnections.com.au. We offer part-time phone support on the hours listed on our website.

Currently our admin support operates part-time. This means there may be a delay of up to two business days in responding to your email queries.

Neuro Connections is not an emergency service. We are unable to accommodate requests for same day consultations.

Appointment reminders will be sent to patients via their nominated EMAIL. It is the responsibility of patients /carers to keep us updated on their preferred email address to receive correspondence, and also for patients / carers to regularly check their email (including their ‘Junk Folder’) to ensure they do not miss important correspondence.

Waiting List / Cancellations List

In some instances, you may require an appointment with your doctor, but they may have no upcoming appointments available. To assist you in obtaining an appointment, you can request at the time of booking to be placed on our 'Cancellations Waiting List' for if an appointment arises.

If you are offered a Waiting List appointment at short notice a holding deposit payment must be provided to secure this slot.

Cancellation Policy

If it is necessary for you to change or cancel an appointment, 2 (two) business days notice is required to avoid loss of your holding deposit. However the holding deposit is refundable/transferable providing the 2 business days notice is given.

Note there is no medicare rebate for loss of this holding deposit.

Non-Attendance Policy

Non-attendance of your appointment will be treated in the same manner as a late cancellation. As such, a non-attendance will result in the loss of your holding deposit.

In the case where a scheduled appointment has already been forward paid in full, you will be refunded or credited your payment minus the holding deposit portion.

Note there is no medicare rebate for loss of this holding deposit.

Late Arrival Policy

Appointments must be completed within their designated scheduled time so as to not impact on the next scheduled patient's time. Arriving late to your appointment will reduce the time available for your appointment.

Due to our commitment in providing quality and safe clinical care, very late arrivals (defined as arrival more than 20 mins late) will be deemed as a Non-attendance and will require appointment rescheduling.

Doctor Communication Policy

All our doctors work part-time at Neuro Connections and otherwise maintain busy schedules outside of appointment times. In keeping with safe practice, our doctors cannot provide clinical advice outside of your designated appointment time.

Any enquiries you have about symptoms, prescriptions, and medical certificates will need to be made by scheduling a follow-up appointment with your doctor.

Our reception team will do our best to answer any non-clinical questions you have. This is best done by emailing your question to us.

Neuro Connections Patient Privacy Policy is available upon request and is set out in accordance with the Australian Privacy Principles (APPs). (For details refer to www.oaic.gov.au/privacy/australian-privacy-principles).

This includes requests to access your health information (see www.oaic.gov.au/privacy/health-information/access-your-health-information)

Limits on Confidentiality

We treat your confidentiality with uppermost importance. We also actively encourage collaboration with your circle of trusted carers and therapists in order to achieve the best and safest outcomes.

All personal information gathered by Neuro Connections will remain confidential except when: 1. It is a legal requirement to disclose information; or 2. Failure to disclose information may place you or another person at significant risk; or 3. Your written consent has been obtained to release the information to another person or agency.

This page was updated on 07/05/23.