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.
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).
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 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 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.
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 hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.