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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 48 hours notice will not incur a cancellation fee. 

Cancellations with less than 48 hours of a session where a session can be rescheduled within the week, will not incur a cancellation fee.

Cancellations with less than 48 hours notice where the appointment cannot be rescheduled will incur a fee of 100% of the session fee.

Last minute cancellations can occur for many reasons including illness, an accident, power outage or extreme weather event. These situations are stressful and challenging for everyone involved and we understand that these instances are more often than not unavoidable. We do our best to be understanding and try to give our clients as many options to make use of the time set aside for their appointment as possible.

An option we offer clients when they cannot attend their appointment is to have a Telehealth appointment instead or the option for the clinician to conduct some indirect therapy in their scheduled appointment time, the purpose of these tasks would be to continue to work towards the current treatment goals. This may include creating visuals, developing social stories, contacting team members (e.g. GP, OT, teacher), providing at home activities/resources, etc.

Consistent with NDIS policy, in the event of a cancellation of an NDIS session with less than 48 hours notice, the NDIS cancellation fee will apply (100% of session fee, charged against your plan).

Regular attendance at sessions means that we can continue to help our clients work towards their goals. When a client cancels regularly, even with notice, their progress is interrupted and our ability to help is reduced. We are in the business of helping, this is what we are all about, so when a client demonstrates a pattern of poor attendance or poor follow-through of recommendations, we reserve the right to offer that appointment to someone else on our waitlist who may be better placed at that time to receive our help.

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. Beyond Speech charges for both time (labour cost) and km travelled when a member of our team travel to and from a client's school, home, kinder or childcare. You will be quoted the maximum possible fee that may apply however, wherever possible, we share the travel fee with any other clients seen at each visit.  We will discuss this with you at the time of your booking.

Direct and Indirect Therapy

At Beyond Speech, we work hard to help our clients reach their goals.  We know that one of the best ways to achieve this is by providing education and support or collaborating closely with those in our clients' lives such as carers, teachers and other professionals. These activities enable us work as holistically as possible towards our clients' goals. We spend time planning and preparing for our sessions and we are obligated to ensure that all our activities are thoroughly documented. All of these tasks take time and our fees reflect the time that we spend both directly with the client and indirectly on tasks after the session.   

We always inform our clients about any tasks that need to be conducted toward client care including the associated fee and ensure we have approval before proceeding. 

Session Frequency and Duration

At the commencement of your care with Beyond Speech, we will establish the most appropriate frequency and duration of sessions required to assist you to reach your goals. Our session duration includes both client-facing and non-client facing time such as report writing and planning. Your booking schedule will be provided as confirmation of your appointments and will contain information about the frequency and duration of your booked sessions. Please read this information carefully.


Therapy Assistant Program

Your Speech Pathologist will discuss with you whether our Therapy Assistant Program may assist you in achieving your goals. The role of a therapy assistant is to assist the client to practise their therapy targets between therapy sessions. Our Allied health assistants (Level 2) work under the delegation and supervision of the treating Speech Pathologist, where the Speech Pathologist is satisfied that the allied health assistant is able to work independently without direct supervision at all times. The allied health assistant is covered by the professional indemnity insurance of the supervising Speech Pathologist.

Privacy and Health Information Collection 

Beyond Speech is an independent practice under the ownership of Beyond Speech Pty Ltd. 


You may contact Beyond Speech by writing to Level 1, 274 Maroondah Hwy, Healesville VIC 3777, by emailing 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 - or Level 1, 274 Maroondah, 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.  

National Code of Conduct and complaints

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 or

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

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 an email:

–    Phone: 0417 035 016

–    Email:

–    Complain to the NDIS Commission: 

–    by phone on 1800 035 544


Complain to the Victorian DHHS:

–    by email to 

–    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

–    by phone on 1800 677 342 (free call)

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

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