Welcome to Spectrum Therapy Australia!
Thank you for making an appointment to see us, we look forward to working with you and your family. We are a team of dedicated professionals that aim to provide you with leading edge therapies, information, resources and services to help you succeed.
Our Mission
At Spectrum Therapy Australia our mission is to help families live happier lives by providing fun, practical, innovative and holistic therapy to clients. Through teaching clients how to communicate, create friendships, understand their emotions and achieve independence in daily living we hope to empower families. We are also dedicated to inspiring and educating the greater community to value each client’s potential.
What Makes Us Unique
With a team of psychologists, occupational therapists, and speech therapists we can ensure that we are providing a holistic service to each client and setting them up for success!
We work as a team with the client, the family and all the people relevant to the client’s development and progress.
We provide practical, solution focused strategies to help your client. We understand that life is busy and so we endeavor to recommend strategies that are easy to implement at school and home
We make it fun – the most effective way of engaging a client in therapy is to make it fun.
We look at the client as a whole. It means looking not just at their skills but their relationships with their family and peers and what has meaning to them.
We connect with people on a one to one level, providing support that leads to lasting change. We use a range of communication strategies to meet each individuals needs.
We, as a team are constantly improving our skills and knowledge through professional development, networking and attending local community events
We focus on proactive strategies that are positive and lead to lasting change, rather than focusing on reactive procedures. We follow a strengths based approach and identify aspirations and goals with the client and their family.
Service Agreement
Note: A Service Agreement can be made between a Participant and a Provider or a Participant’s representative and a Provider. A participant’s representative is someone close to the participant, such as a family member or friend or someone who manages the funding for supports under a Participant’s NDIS plan.
Please note that Spectrum Therapy Australia is not a registered NDIS provider. We are able to provide services to participants who have self-managed or plan-managed NDIS plans.
Parties
This Service Agreement is for a participant in the NDIS, and is made between a Participant or Participant Representative and a Provider. At Spectrum Therapy we also create service agreements for NDIS clients and clients who wish to engage our services privatley or through medicare.
Purpose
The Purpose of this service agreement is to help ensure that the participant and provider have agreed on a set of expectations of what supports will be delivered and how they will be delivered. The service agreement sets up each party’s responsibilities and obligations and how to resolve any problems that may arise.
Scope
This service agreement is made for the purpose of providing supports to the participant with the aim to:
Support the independence and social and economic participation of people with a disability and enable people with the disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports
Support provided
The provider agrees to provide the appropriate supports nominated below or the duration specified in section Parties above.
The supports will be provided at Spectrum Therapy Australia on either a:
· Weekly basis
· Fortnightly basis
· As needed basis
Supports may include individual assessment, therapy and/or training, group therapy, report writing, travel, observations, phone calls, resource development, telehealth services and emails. No show and late-cancelation fees apply.
At the beginning and mid point of your child's NDIS plan, we will review their support and risk assessment, and amend services provided accordingly.
Non Face-to-Face/Non-Direct Support
There are times that clinicians will work on assisting you behind the scenes. If this is required time is billed at the normal hourly rate in 15 minute increments. Where possible we will always try our best to quote for services rendered.
· 0-15 minutes x normal hourly rate
· 15-30 minutes x normal hourly rate
· 30-45 minutes x normal hourly rate
· 45-60 minutes x normal hourly rate
Non face-to-face billables cover an extensive range of tasks that occur behind the scenes, and these are equally important in ensuring individual goals and needs are met.
Report Writing: Clinician’s often have to write detailed reports to fulfil government requirements. These documents articulate your needs, progress, and future treatment plans, which are crucial in securing funding for interventions.
Report Amendments: we understand there are times that sections of reports may need to be amended in an existing report to better communicate goals and needs
Assessment Completion and Scoring: Clinican’s conduct comprehensive assessments and invest significant time in scoring these evaluations to understand your abilities and needs better.
Correspondence: Emails, phone calls, and other communication with support coordinators, other allied health team members, clients, assistive technology salespeople, builders, and support work agencies, all constitute billable time.
Travel: The time spent travelling to and from community visits also counts as a billable service, as this time directly contributes to the provision of your therapy.
Therapy Program Preparation: Your Clinician also spends time preparing personalised therapy programs, creating resources, researching specific individual goals, and designing handouts/activities to aid progress.
Please note, Spectrum Therapy will be closed on all public holidays, over the christmas holiday period and additionally will close twice a year for full staff professional development. Please keep this in mind when booking in a Monday appointment, as public holidays frequently fall on this day.
What is Telepractice?
Telepractice is the use of telecommunication to provide educational or therapy services to clients. The clinican typically uses videoconferencing to administer client sessions in real-time but may utilise other formats, such as email, webinars, resource development or phone calls for related communication.
What are the potential benefits of telepractice?
· Improve access and enable consistency to therapy services
· Reduce your need for travel
· Decrease exposure to infectious disease
· Contiinue to work on your child's goals
What are the potential risks of telepractice?
· Be impacted by technical problems
· May require parent assistance
· Increase exposure to privacy and digital security risks
Will my privacy be protected?
This practice is subject to the Privacy Act 1988 and must comply with obligations related to the collection, use and disclosure of personal information, including through telepractice. The clinican must maintain confidentiality and privacy standards during sessions, and in creating, keeping and transmitting records. At times, audio and video recordings of sessions may be taken to support the consultant or allied health therapist’s work. You will be informed before a recording takes place and can refuse to be recorded for any reason. The consultant or allied health therapist will inform you of the reason for the recording and how it will be stored. You are not permitted to video or audio record the consultation, unless your consultant or allied health therapist gives you permission to do so.
While the clinican is obligated to meet standards to protect your privacy and security, telecommunication, including videoconference, may increase exposure to hacking and other online risks; as with all online activities, there is no guarantee of complete privacy and security protection. You may decrease the risk by using a secure internet connection, meeting with the consultant or allied health therapist from a private location, and only communicating using secure channels. Keep your passwords and email login details secure to avoid your privacy being breached.
What does informed consent mean?
There are a few important principles related to informed consent:
· You must be given relevant information. Ask the clinican if you have questions about telepractice and the services offered.
· You have the right to understand the information. Ask the clinican if you do not understand.
· You have the right to choose. If you do not agree to telepractice, you may refuse to participate. You may agree to or refuse specific activities and procedures.
· You have the right to stop using telepractice anytime. You can change your mind about telepractice or a specific activity or procedure, even in the middle of a session.
· You can agree or refuse in writing or verbally. You may give your consent using the form below. You may also give consent or change your mind by telling the clinican.
· You can ask about alternatives to telepractice. If you refuse or change your mind about telepractice services, your clinican will discuss any other options with you. The consultant or allied health therapist may or may not be able to offer alternative services.
Online sessions with Spectrum Therapy
For online sessions to be viable, you will require;
· A laptop, tablet, phone or personal computer
· The zoom application or software downloaded on your device
· Access to a printer to print out worksheets (ideal but not essential)
· A device that has a camera and microphone
· A reliable internet connection
· Payment will be required via Credit Card payments processed through our secure Stripesystem on the day of the appointment. Credit card details will need to be provided to the clinic and will be encrypted and stored securely. If you have not yet provided your credit card details to the clinic, please request a Credit Card payments form from our admin team.
By signing below you:
Agree to receive educational or therapy services services via telepractice.
Understand the informed consent and am aware i can verbally or in writting withdraw consent
Agree to your credit card being automatically charged for the sessions provided
Agree to the following terms and conditions when Zoom sessions are being conducted with your child
Agree to not film or record any part of the Zoom session
Agree to not copy or screen shot any resources shared in the Zoom session
Have an adult available to supervise the Zoom session if required
Agree to print out or collect resources as required prior to the session
Understand that once a Zoom session is booked in, the Spectrum Therapy cancellation policy applies
Emergency and Disaster Plan (including COVID-19)
It is our goal to ensure safe services are provided and to ensure that a continuity of services is maintained during disasters and emergencies. We reserve the right to change the method of service delivery, if it is deemed by Spectrum Therapy Australia that there is an emergency or disaster. Our flexible service options include face to face, Telehealth, resource and report development and phone calls. During a time of disaster or emergency some of these service options may not be available. Any changes will be communicated via phone, text or email at the earliest possible time and consideration made for the most appropriate option.
Pandemic policy
During the case of a pandemic such as COVID-19 and/ or a COVID-19 positive case, we will aim to follow the direction of NSW Health. Where we are recommended by NSW Health to close our premises, we will aim to provide you notice and may modify your session to an alternate session such as telehealth, resources and/ or a phone call. During this time, if you cancel within two business days, the late cancellation fee applies. If you cancel with two business days notice, it will be added your cancellation list for the plan year.
Costs
All prices are GST exclusive (if applicable). Additional expenses are the responsibility of the participant and are not included in the cost of supports. Examples include entrance fees, events tickets, meals, cancellation fees, travel under 10km.
Service fees will be reviewed and may be increased annually to reflect changes in operational costs and industry standards, and to ensure the continued provision of high-quality resources, staff training, and client support.
Provider responsibilities
The provider agrees to:
· Review the provision of supports on an as required basis with the participant
· Once agreed provide supports that meet the participants needs at the agreed times
· Communicate openly and honestly and in a timely manner
· Treat the participant with courtesy and respect
· Consult the participant on decisions about how supports are provided
· Give the participant information about managing any complaints or disagreements and details of the providers cancellation policy
· Listen to the participants feedback and resolve problems quickly
· Give the participant the required notice if the provider needs to end the service agreement
· Protect the participants privacy and confidential information
· Provide supports in a manner consistent with all relevant laws, including the National disability insurance scheme act 2013 and rules, and the Australian consumer law
· Keep accurate records on supports provided to the participant
· Issue and update NDIS Service delivery records of the supports delivered to the participant.
Participant responsibilities
The participant and participants representative agrees to:
· Inform the provider about how they wish the supports to be delivered
· Treat the provider with courtesy and respect
· Talk to the provider if the participant has any concerns about the supports being provided
· Abide by the cancellation policy
· Give the provider the required notice if the participant needs to end the service agreement
· Let the provider know immediately if the participants NDIS plan is suspended or to be replaced by a new NDIS plan or if the participant stops being a participant in the NDIS
· Let the provider know immediately if they change the way the plan is managed or the company that manages the plan.
Consent / Information and Collection Storage
As part of providing a service to you, our therapists will need to collect and record personal information from you that is relevant to your current situation. This information will be a necessary part of the assessment and treatment that is conducted. You do not have to give all your personal information, but if you don’t, this may mean the service may not be able to be provided to you.
Use of AI
At Spectrum Therapy Australia clinicians have access to utilise Heidi Health during clinical sessions. This innovative platform is designed to enhance your experience by improving communication, fostering more engaging face-to-face conversations, and reducing the need for extensive note-taking during scheduled appointments. With Heidi Health, we aim to deliver more efficient and personalised care tailored to your/ your child’s needs.
Heidi Health includes comprehensive compliance and security measures to safeguard your personal information in accordance with all relevant health regulations. These measures include data encryption, secure access protocols, and regular audits to maintain the highest standards of protection. We are committed to ensuring the confidentiality of your health information throughout this transition.
Please refer to the link for more information on the software. https://www.heidihealth.com/
Parenting Orders & Shared Decision-Making
To support consistency, transparency, and positive outcomes for your child, we ask families to inform us of any current parenting orders, court orders, or formal agreements relevant to their child’s care.
This includes (but is not limited to):
- Decision-making authority (e.g. therapy, assessments, reports, medical or educational decisions)
- Custody or living arrangements
- Communication restrictions or requirements
- Any specific conditions that may impact attendance, consent, or information sharing
Where parenting orders or court orders are in place:
- A copy must be provided prior to or at the commencement of services
- Spectrum Therapy Australia will follow the requirements outlined in these orders in relation to consent, communication, and service delivery
- Where conflicting instructions are received, services may be paused until clarification is obtained
Unless otherwise specified in legal documentation:
- We will communicate with all parties who hold parental responsibility
- We require appropriate consent for assessments, reports, and ongoing services
If your circumstances change at any time, it is your responsibility to notify us and provide updated documentation.
Purpose of collecting and holding information
The information is gathered as part of the assessment, diagnosis and treatment of the client’s condition. The information is retained in order to document what happens during sessions, and enables the therapist to provide a relevant and informed service.
Information is collected via verbal report and questionnaires. In some cases it can be useful to record using listening devices or optical/video surveillance. If the therapist or client or caregiver would like to verbally or visually record any part of the session all people present must consent to the recording.
The Surveillance Devices Act 2007 (NSW) states it is an offence to knowingly install, use or cause to be used, or maintain a listening or visual device to record a private conversation, whether or not the person is a party to that private conversation.
If a person is not a party to a private conversation it is also an offence for them to knowingly install, use or cause to be used, or maintain a listening device to overhear, monitor, or listen to the private conversation. It is legal to record a conversation to which the person is a party to if all parties consent, expressly or impliedly, to the device being used.
Access to Client Information
At any stage you as a client are entitled to access, withdraw and/ or amend your prior consent and information about you kept on file, unless relevant legislation provides otherwise. You can do this by speaking with the admin staff and/ or completing a service amendment form.
Limitations to Confidentiality
All personal information gathered by the therapist during the provision of the psychological service will remain confidential and secure except where:
1. It is subpoenaed by a court, or
2. The therapist is audited by a body that funds your service (e.g. NDIS or Medicare)
3. The client has been given a referral by a medical professional to access therapy. The therapist will lease via reports and telephone with the medical professional
4. Failure to disclose the information would place you or another person at serious and imminent risk; or
5. Your prior approval has been obtained to
1. a) provide a written report to another professional or agency. eg. School, occupational therapist
2. b) discuss the material with another person, eg. a parent, school, professional or employer
6. If disclosure is otherwise required or authorised by law.
Payments
Reportable Incidents
Reportable incidents are serious incidents or alleged incidents which result in harm to an NDIS participant and occur in connection with NDIS supports and services. Specific types of reportable incidents include:
· The death of a person with disability.
· Serious injury of a person with disability.
· Abuse or neglect of a person with disability.
· Unlawful sexual or physical contact with, or assault of, a person with disability (excluding, in the case of unlawful physical assault, contact with, and impact on, the person that is negligible).
· Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity.
· The use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorisation (however described) of a State or Territory in relation to the person or a behaviour support plan for the person.
Complaints
Complaints can be made to enquiries@spectrumtherapy.com.au
Payment of service
Payment Methods: EFTPOS, Stripe (storing card details on our diary management system to process after each service), Third Party (Plan Managers). Note we do not accept cash or direct deposit. For payments via EFTPOS, we require an advance payment of one session at all times to account for any future late cancellations and/ or no shows. For private and/ or self managed clients, we store your card details on our management system and process after each service.
Payment will be taken at approximately 9AM the day following your appointment via stripe for self managed and private clients on a recurring basis depending on your service agreement. Other arrangements will need to be made prior to the appointment with management.
The provider will seek payment for their provision of supports after that participant confirms delivery. Reports will not be delivered until payment has been received.
If NDIS is unable to fund services for whatever reason or a client is unable to claim via Medicare and services have been delivered the client is responsible for reconciling outstanding invoices. For clients who are plan managed, if payment has not been received for services amounting to over $500 services will be suspended until accounts have been reconciled. Credit card details are stored securely on our diary managments system. Debt collection agencies may be used for overdue accounts.
Where the NDIS does not cover the full cost of a session, a co-payment may be required from the participant or their representative to cover the remaining fees.
Prepayment of 1xhour of service is due at time of booking for initial clients, NDIS funding cannot be used to pay for this prepayment. Reports will not be released if there are any outstanding accounts.
There are times when third parties such as plan managers may contest an invoice or part thereof. If a third party is unwilling to complete payment for the service, the client is held responsible for the fee.
Please note all progress reports will cost 2 x hour of service.
The Customer agrees to pay all amounts due in clear funds from the date of invoice for the Goods and/or Services provided by the Company.
The Customer agrees that if it fails to pay in accordance with this clause, the Company may:
- Charge a late payment fee of $50.00 on all amounts paid after the due date;
- Charge interest on debts at 15% per annum from time to time;
- Charge a dishonour handling fee in the amount of $25.00;
Withhold supply;
- Sue for the money owing on the Goods or Services provided;
- Take steps to secure monies owing and enforce such security;
- Recover all collection and legal costs and expenses incurred in collecting overdue accounts and/or enforcing security interests on an indemnity basis.
Failure to comply will constitute a breach of contract and the Company may treat the whole Agreement as repudiated and act accordingly.
In the event this agreement has been entered into by more than one party each party shall be jointly and severely liable for any amount due.
The Company reserves the right to report a Customer's delinquent account to a credit reporting agency should payment remain outstanding for more than 30 days.
The Company may refer any outstanding account for debt collection or issue legal proceedings to recover any outstanding invoices. Should an account be referred for debt collection the Customer acknowledges and agrees to pay debt collection charges to be calculated at not less than 20% plus GST and will be incurred on the day the Company refers the matter to their nominated debt collection agency. The Customer shall also be liable for interest and all legal recovery costs associated with such action on a solicitor and own Customer or indemnity cost basis.
NDIS funding options
Self managed funding
The participant has chosen to self manage the funding for NDIS supports provided under this service agreement. Payment is due on the day of the consultation via eftpos/stripe. Please note that we do not accept cash or direct deposit.
Nominee managed funding/Plan managed
Participants nominee manages the funding for any of the support provided under this service agreement. After providing those supports, the provider will send the participants nominee an invoice for those supports for the participants nominee to pay. The participants nominee will pay the invoice by cash or bank deposit within terms laid out in the invoice; 14 days.
Revision/Changes of Service Agreement
If changes to the supports or their delivery are required the Parties agree to discuss and review this Service Agreement. The Parties agree that any changes to this service Agreement will occur after completing “Amendments to Service Agreement Form”. The revision status will be updated. Revisions to plans will occur within 14 days of the client signing of the document or once accounts have been reconciled, whichever is sooner.
Reporting
Spectrum Therapy requires a minimum of 4 weeks notice for the completion of NDIS Progress/Summary reports and a minimum of 4 weeks notice for the completion of assessment reports, from the date they are scheduled in the diary. Reports will not be released before full payment has been received for the report or until all accounts have been settled.
Due to NDIS requirements, reports will take 2 hours of the clinicians time to complete and will be billed accordingly. More complex reports may incurr additional costs.
Ending this Service Agreement
Should either Party wish to end this Service Agreement they must give 14 days notice. If either Party seriously breaches this Service Agreement the requirement of notice will be waived.
Please note, all sessions within the 14 day notice period must be attended and/or billed. No cancellations can be used within this time.
Spectrum Therapy reserves the right to terminate service immediately if there is a law breach, physical or verbal abuse, failure to pay for service, if the client’s needs are outside of our scope and area of expertise or requires more intensive therapy than we can provide, if there are 2 or more instances of not showing to an appointment, if there is a conflict of interest or family dispute related to accessing therapy.
If you wish to end the service, you can do so by completing this form https://www.spectrumtherapy.com.au/wp-content/uploads/2017/02/Client-Exit-Template-.pdf and/ or informing the admin team.
Cancellations
If an appointment is not attended without notice, or the appointment is cancelled within two business days of the appointment, 100% of the service fee for the allocated time will be charged and the appointment may not be able to be rescheduled; attempts will be made to reschedule but cannot be guaranteed.This fee may include travel time if relevant.
If you do not show for your appointment, on more than two occasions we will be unable to continue providing services.
Please note that due to the nature of group therapy, no refunds will be offered for no shows or cancellations to the groups.
Fee Increase
Fees are regularly increased to reflect the cost of service provision. Two weeks notice will be provided prior to any fee increase.
Scheduled Appointment
If a client is late to their appointment, the appointment will still end at the scheduled time and the full fee for the scheduled service will be payable.
When a client is unable to attend a scheduled session and is able to give more than two buisness days notice the appointment will be rescheduled at a mutually agreed time, where possible. We are flexible in the way we deliver a rescheduled appointment. This time can be rescheduled for a one on one appointment, used by your therapist to develop resources, consult with your client’s school or parent over-the-phone.
Your preferred number of sessions will be allocated in our diary, upon signing this service agreement. This number of sessions will be based on your specified frequency and the financial amount allocated by you in this service agreement.
Spectrum Therapy hold the right to refuse services due to sickness or risk of infection and contagion to Spectrum therapy employees or other clients. Clients may be required to provide a medical clearance if they wish to enter the clinic within five (5) days of the onset of a contagious illness and/or while symptoms are still present.
If a clinician is unavailable due to illness or unforeseen circumstances, Spectrum Therapy Australia may offer the option for the session to proceed with another suitably qualified clinician from the same discipline.
The covering clinician will review the child’s therapy plan and session notes to ensure continuity of care and maintain progress toward the child’s therapy goals.
Families will always be contacted prior to the session and will have the option to reschedule if they prefer to wait for their regular clinician.
Shutdown Period
Spectrum Therapy has a 2 week shutdown period over Christmas and New Year. Dates of closure will be advised each year. Spectrum Therapy is also closed on public holidays. Sessions that fall on a public holiday will be rescheduled to a mutually agreed time, where possible. Aside from these two instances therapy sessions will continue at your regular time and requested frequency, throughout the year, including school holidays.
School Holiday Cancellations
Spectrum Therapy does not cease trading throughout the school holidays. If you wish to reschedule your appointments during this time, please speak to our admin team and we will accommodate as best we can. Please note that appointments agreed on within this service agreement are expected. We will adhere to our Cancellation policy and Holding policy.
Holding fee
To secure a spot new clients will be required to pay a holding fee (1xhour) at the time of booking the appointment. This is a nonrefundable if there is a late cancellation or no show. NDIA funding cannot be used. The holding fee will pay for the first hour of the initial session. Sessions are not confirmed until a holding fee has been recieved.
A client is able to cancel 4 appointments per discipline(with notice), without paying a holding fee to secure their spot.
Feedback, complaints, disputes
If the participant wishes to give the provider feedback or is not happy with the provision of supports and wishes to make a complaint the participant can call 9686 2306 and speak to the manager.
The Provider can be contacted on:
Work Phone (02) 9686 2306
Email admin@spectrumtherapy.com.au
Termination of Services
Spectrum Therapy reserves the right to terminate service if:
The Participant and/or their Nominee fails to comply with the policies and procedures of Spectrum Therapy Australia
The Participant and/or their Nominee verbally or physically abuses any member of staff or client associated with Spectrum Therapy Australia
The Participant and/or their Nominee fails to communicate and provide information pertaining to changes to support needs
Workplace Health and Safety considerations are ignored
Communication has broken down between the Parties
Payment for support and/or expenses has not been received as per the requirements in service agreement
The Participant fails to show up to more than two services without reason
The Participant requires more intensive service than what can be provided
There is a conflict of interest between the provider and the participant or a family dispute between the carers of a participant who is a minor