Policies
Clear, transparent policies help us build a safe and trusting therapeutic relationship. Please take a moment to read through these before your first session.
Please note: By booking a session with Blueberry Lane Therapies you are agreeing to these policies. If you have any questions, please contact Lisa before your appointment.
Cancellation & Rescheduling Policy
Our Commitment to You
To ensure we can provide the highest level of care and keep appointments available for those who need them most, Blueberry Lane Therapies operates under a strict 48-hour cancellation policy. When you book an appointment, that time slot is reserved exclusively for you.
1. Deposits and Upfront Payments
A 50% deposit is required at the time of online booking to secure your appointment. This deposit will be securely processed and automatically credited toward the total fee of your session.
2. More than 48 Hours' Notice
If you need to cancel or reschedule your session, you can do so free of charge up to 48 hours before your scheduled appointment time. Your 50% deposit will be fully refunded or transferred to your new booking slot.
3. Less than 48 Hours' Notice
If you cancel, reschedule, or change your appointment with less than 48 hours' notice, your 50% deposit is non-refundable and will be retained as a late cancellation fee.
4. No-Shows
If you miss your appointment without any prior notice, the 50% deposit is forfeited.
5. Extenuating Circumstances
We understand that emergencies, sudden illness, and unexpected life events happen. If you experience an unavoidable emergency, please contact us directly as soon as possible so we can discuss your situation individually.
Booking Agreement
By booking, you agree to our 48-hour cancellation policy. Thank you for respecting our time and supporting our practice.
Payment Policy
Payment Due
Payment is due at the time of each session unless a prior arrangement has been made. Blueberry Lane Therapies accepts payment via bank transfer, credit card, or other agreed methods.
Outstanding Accounts
Outstanding accounts that remain unpaid after 14 days may result in the suspension of future appointments until the balance is cleared. Continued non-payment may be referred to a debt collection service.
Receipts
A receipt will be provided for all payments. If you are eligible for a Medicare rebate or private health fund rebate, please discuss this with Lisa prior to your first session.
Privacy Policy
Our Commitment to Your Privacy
Blueberry Lane Therapies Counselling Service is committed to protecting your personal information. We comply with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy outlines how we collect, use, store, and disclose your personal information.
What Information We Collect
We collect personal information necessary to provide counselling services, including your name, contact details, date of birth, emergency contact information, health and medical history, Medicare and health fund details, and session notes. We collect this information directly from you at the time of booking and during sessions.
How We Use Your Information
Your personal information is used to provide and manage your counselling services, process payments and Medicare/health fund claims, communicate with you regarding appointments, comply with legal and professional obligations, and for clinical supervision purposes (in a de-identified manner).
Storage and Security
Your personal information is stored securely in accordance with professional and legal requirements. We take all reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Records are retained for a minimum of 7 years from the date of last service, or for children, until they reach the age of 25.
Disclosure of Your Information
We will not disclose your personal information to third parties without your consent, except where required or authorised by law. This includes situations where there is a serious and imminent risk of harm to yourself or others, a legal obligation to disclose such as a court subpoena, or a reasonable suspicion of child abuse or neglect.
Accessing and Correcting Your Information
You have the right to request access to the personal information we hold about you, and to request corrections if the information is inaccurate, incomplete, or out of date. To make a request, please contact Lisa directly by phone or email.
Contact and Complaints
If you have any concerns or complaints about how your personal information has been handled, please contact Lisa Bell directly at [email protected]. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Confidentiality
Your Privacy Matters
Everything discussed in your counselling sessions is treated with the strictest confidence. Lisa adheres to the ethical guidelines of the Australian Counselling Association (ACA) and the Australian Privacy Act 1988.
Limits of Confidentiality
There are legal and ethical circumstances in which confidentiality may need to be broken. These include: where there is a serious and imminent risk of harm to yourself or others; where there is a legal obligation to disclose (e.g. a court subpoena); or where there is a reasonable suspicion of child abuse or neglect. Where possible, Lisa will discuss any breach of confidentiality with you prior to disclosure.
Clinical Supervision
As part of professional best practice and ACA requirements, Lisa participates in regular clinical supervision. Case material may be discussed with a supervisor in a de-identified manner to ensure the highest quality of care. Your identity will not be disclosed.
Session Records
Brief session notes are kept securely and in accordance with professional and legal requirements. You have the right to request access to your records at any time, subject to applicable legislation.
Telehealth Guidelines
Suitable Environment
For telehealth sessions, please ensure you are in a private, quiet space where you will not be interrupted or overheard. Using headphones is recommended to maintain your privacy.
Technology
You are responsible for ensuring you have a reliable internet connection and a functioning device prior to your session. If technical difficulties arise on your end, the session time will not be extended. Please contact Lisa as soon as possible if you experience connection issues.
Recording
Sessions must not be recorded by the client without the prior written consent of Lisa Bell. Unauthorised recording is a breach of privacy and may result in the termination of the therapeutic relationship.
Location
Telehealth services are available to clients located in Australia and New Zealand. Please advise Lisa if you are travelling interstate or overseas, as this may affect the provision of services.
Professional Boundaries
Therapeutic Relationship
The relationship between client and counsellor is a professional one. Lisa maintains clear professional boundaries in accordance with the ethical codes of her professional associations. Social relationships outside of the therapeutic context are not appropriate.
Contact Between Sessions
Lisa is available by phone or email during business hours for administrative matters such as booking or rescheduling. She is not available for therapeutic support between sessions via phone or email. If you are in crisis, please contact Lifeline on 13 11 14 or Beyond Blue on 1300 22 4636.
Gifts
While gestures of appreciation are kind, Lisa is unable to accept gifts of significant value. This is in accordance with professional ethical guidelines.
Crisis Support Resources
Blueberry Lane Therapies does not provide crisis support between sessions. If you are in immediate danger or experiencing a mental health crisis, please contact one of the following services:
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Now that you've read through the policies, take the next step and request your appointment with Lisa.
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