Policy and Procedures

Appointment and Cancellation Policy

Our goal is to provide high quality Speech Pathology services.  In order to do so, Beyond Speech has in place an appointment and cancellation policy.  The policy enables us to better utilise available appointments for our clients.

We, like many professional services, have a cancellation policy that reflects the time that the clinician sets aside for your appointment. We also generally run waiting lists, so if we are given reasonable notice then we can offer another client a time that is suitable.


We offer consultations in our clinic, at local schools, at Healesville Community Link, at client homes and via Telehealth. These policies and procedures apply to all appointments, regardless of location or style of service delivery.

Making an Appointment

Appointments can be made via phone or email.  You will receive email/text notifications for initial appointments and text/email confirmation for all subsequent appointments.  We require you confirm appointments in response to our reminders in a timely manner.  Regular clients are prioritised to keep the same weekly/fortnightly appointment slot wherever possible.

Cancellation of an Appointment

If it is necessary to cancel your scheduled appointment we require that you call us 48 hours prior to your appointment time.  


Cancellation Policy

Cancellations with at least 24 hours notice will not incur a cancellation fee. 

Cancellations with less than 24 hours of session where a session can be rescheduled within the week, will not incur a cancellation fee.

Cancellations with less that 24 hours notice where the appointment cannot be rescheduled will incur a fee of 100% of session fee.

Consistent with NDIS policy, in the event of a cancellation of an NDIS session with less than 24 hours notice, the NDIS cancellation fee will apply (100% of session fee, charged against your plan).

Provider Travel

Travel to schools, nursing homes, child care centres, kindergartens or client homes located outside the Healesville township, will incur a travel fee in addition to our therapy session fee.   We will discuss this with you at the time of your booking.  For NDIS clients, specific travel fees apply, consistent with NDIS Price Guides.  

Privacy and Health Information Collection 

Beyond Speech is an independent practice under the ownership of Andrea Houlihan. 


You may contact Beyond Speech by writing to Office 5, 5-7 Green Street, Healesville VIC 3777, by emailing admin@beyondspeech.com.au or by calling 0417 035 016.   You have the right to gain access to the information held by Beyond Speech about you. 


Beyond Speech needs to collect information about you for the primary purpose of providing quality treatment. In order to fully assess, diagnose and treat you, we need to collect some personal information from you. This information will also be used for the administrative purposes of running the practice such as billing you or through an insurer or compensation agency. Information will be used within the practice for handover when another speech pathologist will be providing you with ongoing assistance. 


Beyond Speech may disclose information regarding diagnosis or treatment to your Doctor or other treatment providers only with your consent. In the case of insurance or compensation claims, it may be necessary to disclose information and/or collect information that affects your treatment and return to work. 


Beyond Speech will not disclose your information to commercial companies, however specific service or product information as deemed suitable for your speech pathology management, may be forwarded to you by us, unless you instruct Beyond Speech not to forward this type of information. Your written consent will obtained at the start of your treatment in order to carry out the above activities. 


Information at Beyond Speech is stored securely and only practice staff have access to it.  Beyond Speech takes all reasonable steps to ensure that information collected about you is accurate, complete and up to date.


You may have access to your information on request and if you believe that any of the information is inaccurate we may be able to amend it accordingly. If you do not provide relevant personal or health information, in part or in full, to Beyond Speech it may result in incomplete assessment. This may impact on the diagnosis and the following therapy that is provided. Any concerns that you may have about this policy or about your management can be directed to Beyond Speech - admin@beyondspeech.com.au or Office 5, 5-7 Green Street, Healesville VIC 3777

Speech Pathology Australia Code of Ethics

It is fundamental to the professional responsibilities of speech pathologists that we observe the highest standards of integrity and ethical practice.   You can read the Speech Pathology Australia Code of Conduct here.  

You should expect safe and ethical healthcare from every health service you use. That’s why there is a Code of Conduct for general health services like this one.   You can read the code here


If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.

If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:

  • Fill out a complaint form online at hcc.vic.gov.au or

  • Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.

National Code of Conduct and complaints
Client Rights and Responsibilities

Beyond Speech respects and fully commits to upholding the rights of all people, including those with disabilities.

Beyond Speech is committed to ensuring its clients are made aware of their rights and responsibilities and supported to exercise them. 

Beyond Speech acknowledges that people with disability have the same human rights as other members of the community and that the community has a responsibility to facilitate the exercise of those rights. 

Statement of Rights

Clients have the right to:

·     fair treatment – regardless of gender, religion, disability, cultural and linguistic background or age.

·     honesty, respect, dignity and a regard for privacy and individuality.

·     information and support to access services in the community. 

·     to be an active partner in the services provided.

·     make informed decisions and choices about the services they receive.

·     a safe, secure and comfortable environment whilst using the service.

·     quality services, appropriate to their needs and age.

·     support that takes into account lifestyle and cultural differences

·     pursue a grievance about the service and to have that grievance resolved in a timely and appropriate manner.

·     have a support person/advocate/ally of their choice to represent them in matters relating to their support.

·     use their own money  and property as they determine and have their choices respected by others


Statement of Responsibilities

Clients have a responsibility to:

·     respect other people’s rights to a safe, secure and comfortable environment.

·     treat other clients, staff and volunteers with fairness, honesty and respect.

·     respect other people’s rights to privacy and confidentiality.

·     follow the programs’ policies and procedures as they relate to clients and access to support. 

·     Maximise disclosure of information required for goal setting and effective therapy.

·     Partner with Allied Health therapists for best outcomes.


If you feel your rights are violated, you can:


Speak directly to a staff member, or send them an email:

–    Phone:  0417 035 016

–    Email: admin@beyondspeech.com.au

–    Complain to the NDIS Commission: 

–    by phone on 1800 035 544


Complain to the Victorian DHHS:

–    by email to complaints.reception@dhhs.vic.gov.au 

–    by phone on 1300 884 706 (cost of a local call) 

–    by post to

             Complaints and Privacy Unit

             GPO Box 4057

             Melbourne, Victoria 3000 


Complain to the Disability Services Commissioner:

–    online at http://www.odsc.vic.gov.au

–    by phone on 1800 677 342 (free call)

–    TTY service for people with hearing or speech difficulties: 1300 726 563

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