Policy and Procedures

1. Appointments and Cancellations Policy

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At Beyond Speech, our goal is to provide high-quality, consistent Speech Pathology and Allied Health services. To support this, we maintain a clear appointment and cancellation policy that allows us to offer appointments fairly and manage our waiting list responsibly.

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These policies apply to all appointments — in clinic, at schools, at Healesville Community Link, in client homes and via Telehealth.

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Making an Appointment

New Clients

All new clients are required to complete an Intake Form in order to be placed on our waitlist.

 

To begin the process, please contact our Admin Team via:

• Phone

• Email

• Our website enquiry form

 

The only way to be added to our waitlist is by completing the Intake Form in full.

 

We carefully triage all new referrals based on a range of factors, including:

• clinical needs and complexity

• age and service type required

• clinician skill set and availability

• location and funding type

 

The more detailed and accurate the information provided in your Intake Form, the better we are able to assess suitability and prioritise appropriately.

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Once an appropriate appointment becomes available, our Admin Team will contact you directly.

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Please note: Completion of an Intake Form does not guarantee immediate appointment availability.

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Existing Clients​

Appointments for current clients can be scheduled or adjusted by contacting our Admin Team via phone or email.

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Where possible, regular clients are prioritised to retain a consistent weekly or fortnightly appointment time.

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Cancelling an Appointment

If you need to cancel your appointment, we require 2 clear business days’ notice.

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Cancellation Fees

More than 2 clear business days’ notice:

• No cancellation fee applies.

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Less than 2 clear business days’ notice:

• If the session can be rescheduled within the same week, no cancellation fee applies.

• If the session cannot be rescheduled, a cancellation fee of 100% of the session fee will apply.

 

For NDIS-funded participants, cancellation fees are charged in line with the NDIS Pricing Arrangements and Price Limits (currently 100% of the scheduled fee where less than 2 clear business days’ notice is provided).

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Last-Minute Cancellations

We understand that illness, accidents, power outages or extreme weather events can occur unexpectedly.

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Where possible, we may offer alternatives to ensure therapy progress continues, including:

• Telehealth sessions

• Indirect therapy during the scheduled appointment time (e.g., preparation of visuals, home programs, consultation with teachers/GP/OT, resource development)

 

These options allow us to continue working towards agreed therapy goals while respecting the time allocated to your booking.

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Attendance Expectations

Regular attendance is essential for therapy progress.

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If there is a pattern of frequent cancellations, non-attendance or limited follow-through with therapy recommendations, Beyond Speech reserves the right to review and potentially reallocate the appointment time to another client on our waitlist.

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Our priority is ensuring appointments are offered to families ready to engage consistently in therapy.

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2. Travel and Off-Site Visit Policy

 

Where sessions occur outside the clinic (e.g., home, school, community settings), travel charges apply in accordance with funding guidelines.

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These may include:

• per kilometre travel fee (calculated from our clinic to the client location and return, shared across clients seen off-site that day)

• Travel labour fee based on travel time, shared proportionally

• 5-minute off-site administration fee to account for preparation, set-up and pack-up time

 

All travel charges are outlined in your Service Agreement prior to commencement.

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3. Direct and Indirect Therapy

 

Our session fees reflect both:

• direct client-facing therapy time

• non-client-facing time required for planning, documentation, collaboration and resource development

 

Indirect therapy may include:

• report writing

• goal setting and management planning

• liaison with teachers, GPs and allied health professionals

• development of home programs and resources

• professional documentation requirements

 

We will always seek consent before undertaking billable indirect tasks outside of standard session time.

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4. Management Plans and Therapy Reviews

 

We work collaboratively with clients and families to create treatment goals that are:

• meaningful

• achievable

• time-bound

 

A 1.5-hour Management Plan Meeting is held at the commencement of therapy and reviewed every three - four months (usually every school holidays).

This includes:

• 45 minutes of collaborative discussion

• 45 minutes of clinical documentation and goal setting

 

We require all clients to have an up-to-date Management Plan prior to commencing the next term of therapy. This structured review process ensures clarity, engagement, accountability and improved outcomes.

 

Attendance at Management Plan meetings is essential to continue therapy services with Beyond Speech.

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5. Therapy Assistant Program

 

Our Allied Health Assistants (Level 2) support clients in practising therapy targets between sessions.

 

Assistants:

• work under delegation and supervision of a Speech Pathologist

• are only assigned tasks deemed appropriate by the supervising clinician

• are covered under the supervising clinician’s professional indemnity insurance

 

Participation in the Therapy Assistant Program is discussed and agreed upon with families prior to commencement.

 

6. Privacy and Health Information Collection Policy

 

Beyond Speech Pty Ltd is committed to protecting your privacy and handling personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

 

Why We Collect Information

We collect personal and health information for the primary purpose of:

• assessment and diagnosis

• therapy planning and intervention

• communication with relevant professionals (with consent)

• billing and administrative purposes

 

Failure to provide relevant information may impact our ability to provide safe and effective care.

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Disclosure of Information

With your consent, we may share relevant information with:

• referring doctors

• allied health professionals

• teachers or support teams

• funding bodies (e.g., NDIS, insurers)

 

We do not sell or provide your information to commercial organisations.

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Storage and Security

• Client information is stored securely in password-protected practice management systems.

• Access is restricted to authorised staff only.

• We take reasonable steps to ensure information is accurate and up to date.

 

You may request access to your personal information at any time.

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7. Data Security and Digital Systems

 

Beyond Speech uses a range of secure digital platforms to deliver high-quality, efficient and collaborative services.

 

These systems may include:

• Practice management and client record systems

• Google Workspace (for secure internal communication and document management)

• Secure email systems

• Telehealth platforms

• Accounting and invoicing software

• Internal communication tools

• Heidi AI (clinical documentation support tool)

• Video-sharing platforms (e.g. Loom) for session highlights, homework demonstrations and updates

 

Digital Record Keeping

Client records are primarily stored electronically within secure, password-protected systems.

 

We make every reasonable effort to ensure that:

• Digital systems used by the practice are secure and reputable

• Data is encrypted where applicable

• Access is restricted to authorised staff only

• Staff use strong password protection and multi-factor authentication where available

• Devices are secured with password protection and privacy safeguards

 

Most of the core systems we use are HIPAA-compliant and/or store data on Australian-based servers where possible.

 

Use of Heidi AI

Beyond Speech may use Heidi AI, a secure clinical documentation support tool, to assist clinicians with drafting session notes and documentation.

 

Heidi AI:

• supports accurate and efficient record keeping

• does not replace clinician judgement

• is used in accordance with privacy and confidentiality obligations

• operates within secure, encrypted systems

 

All clinical documentation is reviewed and approved by the treating clinician before being finalised in the client record.

 

Overseas Data Storage

Some platforms used by Beyond Speech (for example, video-sharing tools such as Loom used to provide therapy demonstrations, session summaries or home practice guidance) may store data on servers located outside Australia.

 

Where this occurs:

• we assess the platform’s security standards

• we use secure account access with robust password protections

• we limit the amount of sensitive information shared via these platforms

• access is restricted to intended recipients only

 

Paper-Based Records

Where paper records are used, they are:

• stored securely

• kept in restricted-access areas

• disposed of securely when no longer required in accordance with legal retention requirements

 

Internal Safeguards

Beyond Speech maintains strict internal policies and procedures to ensure that all personal and health information is treated with care and confidentiality.

 

These include:

• staff training in privacy and confidentiality obligations

• clear role-based access permissions

• secure data handling procedures

• incident response procedures in the unlikely event of a data breach

 

Your Rights

You have the right to:

• request access to your information

• request corrections if information is inaccurate

• withdraw consent for certain types of information sharing (where clinically appropriate)

 

If you have any concerns about how your data is stored or managed, please contact:

admin@beyondspeech.com.au
0417 035 016

 

8. CCTV and Security Cameras

 

Beyond Speech uses security cameras within the clinic premises for the purposes of:

• safety and security of clients, families and staff

• protection of property

• incident review where required

 

Cameras are located in common areas only (e.g., rear entry and exit areas, side and back of the building).

 

They are not installed in therapy rooms or private clinical spaces.

 

Recorded footage is securely stored and accessed only if required for safety or legal purposes.

 

9. Complaints and Grievances Policy

 

Beyond Speech welcomes feedback and is committed to resolving concerns respectfully, fairly and promptly.

We encourage clients and families to raise concerns early so we can work together to resolve them.

 

How to Make a Complaint

You can:

• speak directly with your clinician

• contact our Director or Admin Team

• email: admin@beyondspeech.com.au

• phone: 0417 035 016

 

All complaints are:

• treated confidentially

• taken seriously

• reviewed objectively

• responded to within a reasonable timeframe

 

You will not be disadvantaged for raising a concern.

 

External Complaints Bodies

If you are not satisfied with our response, you may contact:

Health Complaints Commissioner (Victoria)
Website: hcc.vic.gov.au
Phone: 1300 582 113

NDIS Quality and Safeguards Commission
Phone: 1800 035 544

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10. Client Rights and Responsibilities

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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. 

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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. 

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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

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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 an email:

• Phone: 0417 035 016

• Email: admin@beyondspeech.com.au

• Complain to the NDIS Commission: by phone on 1800 035 544

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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