Health104 Clinical Practice Policy

 

1. Purpose

The purpose of this policy is to ensure Health104 operates in compliance with AHPRA regulations, the RACGP Standards for General Practices (5th Edition), and all relevant state and federal legislation. It aims to maintain transparent, ethical, and patient-centred care within a privately billing model, while clearly outlining patient rights, billing practices, consent requirements, and cancellation procedures.

2. Scope

This policy applies to all Health104 practitioners, clinicians, administrative staff, contractors, and allied health professionals providing services within the Health104 facility.

3. Policy Statement

Health104 is a privately billing, multidisciplinary clinic committed to providing high-quality, integrative health and wellness services. All clinical and administrative activities are guided by the principles of continuity of care, transparency in fees and service delivery, informed patient consent, respect for patient rights and privacy, and compliance with RACGP and AHPRA standards.

4. Private Billing and Fees

Health104 operates under a private billing model. Fees are determined based on the type, duration, and complexity of each consultation or service. Patients are advised of applicable fees prior to receiving care through online booking confirmations, in-clinic signage, and reception communication.

4.1 Consent to Fees and Price Changes

Patients provide informed financial consent before any service or treatment. Fees may be adjusted periodically to reflect increased operating costs, practitioner qualifications, or regulatory changes. Notice of price changes will be provided via website updates, booking systems, and/or email notifications. By booking and attending appointments, patients acknowledge acceptance of the current fees in effect at the time of service.

5. Continuity of Care

Health104 upholds the RACGP 5th Edition Standard C2.3 – Continuity of Care, ensuring patient treatment remains consistent, coordinated, and safe. When a practitioner becomes unavailable (e.g., leave or resignation), patients are offered the option to continue with another qualified practitioner within the clinic. This transition occurs only with patient consent, and no discharge fee applies. The patient’s attendance at the new consultation confirms their agreement to continue care under the new practitioner. This process reflects our clinical and ethical responsibility to maintain continuity, facilitate safe handover, and comply with both RACGP standards and prescribing regulations.

6. Cancellations, Rescheduling, and Deposits

Health104’s Cancellation Policy (POL-CLN-001) applies to all appointments:

– Medical and Wellness Appointments: Cancellations or rescheduling must be made at least 24 hours in advance. Cancellations within 24 hours may incur a 50% fee. No-shows will be charged the full appointment fee.
– Fitness Studio Classes: Cancellations must be made at least 2 hours before the scheduled class.
– Deposits: Some services require a non-refundable deposit. Deposits are applied to the treatment cost and forfeited if the policy is not followed.
– Medical Exceptions: Fees may be waived with a valid medical certificate.
– Late Arrivals: Session time may be reduced to avoid disruption to other guests.

7. Records, Transfers, and Discharge

Patients are entitled to request access to their health records under the Health Records Act 2001 (Vic). Health104 provides Health Summaries free of charge. Full clinical record transfers requiring collation, review, and secure delivery are subject to a reasonable administrative fee, in accordance with the Health Records Regulations 2012 (Vic). This fee covers administrative time only and is not a condition for discontinuing care. All transfers are handled within 30 days of a written request.

8. Patient Responsibilities

Patients are expected to attend appointments on time, provide 24-hour notice for cancellations, inform the clinic of any updates to personal or medical information, and respect the private billing model acknowledging that Medicare bulk billing is not available.

9. Practitioner Responsibilities

Practitioners must obtain and document informed consent (clinical and financial), clearly communicate expected fees and treatment options, ensure continuity of care when transferring or concluding treatment, and comply with AHPRA’s Code of Conduct for Doctors in Australia and the RACGP 5th Edition Standards.

10. Related Documents

• Cancellation Policy
• Health Records Access Procedure
• Informed Financial Consent Form
• Privacy and Confidentiality Policy
• Complaints and Feedback Policy

11. Review and Audit

This policy will be reviewed annually or sooner if required due to changes in legislation, AHPRA guidelines, or RACGP standards.

Policy ID: POL-CLN-002 Version: 4.0 Created by: E. Keegan Approved by: S. Vouzas& N. Mosley Approval Date: 1st February 2025 Effective Date: 1st February 2025 Next Review Date: 1 February 2026