Clinical Governance

At May Health, we are committed to providing safe, ethical, and high-quality mental healthcare. Clinical governance is the framework through which we ensure our services are delivered professionally, transparently, and in accordance with applicable legal, ethical, and professional standards.

The information contained within this section explains how our services operate, how we manage your personal information, your rights and responsibilities as a patient, and the policies that govern the delivery of care at May Health.

These policies form part of the informed consent process for services provided at May Health. We encourage you to read them carefully before commencing services and to discuss any questions you may have with your treating clinician or a member of our administration team.

1. THE PRACTICE

1.1. May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our) operates a private mental health clinic where independent medical and allied health clinicians provide assessment, intervention, education and related health services (the Practice).

1.2. May Health facilitates the provision of those services by making available a premises, reception and administrative support, practice systems, payment processing, facilities and related resources.

1.3. Unless expressly stated otherwise in writing, May Health is not the provider of the clinical and health services you receive. Clinical services are provided by the Practitioner you engage, and unless that Practitioner is an employee of May Health, those services are being provided to you by that Practitioner as an independent contractor.

1.4. We respect the diverse backgrounds, beliefs, gender identities, and experiences of our patients. We are committed to communicating effectively and respectfully, and we encourage you to discuss any cultural or personal factors that are important to your care.

1.5. If your Practitioner is a registered psychologist, that Practitioner is bound by the Psychology Board of Australia Code of Conduct and other applicable professional obligations. You can access the Code here: Code of Conduct. Other allied health practitioners may be subject to different professional standards, codes or regulatory obligations, depending on their profession.

1.6. May Health facilitates the provision non-urgent, appointment-based mental health services. We are not a crisis or emergency service, and the Practitioners are not available outside of scheduled appointments. While we support individuals with a range of complex mental health needs, we are not resourced to provide immediate or crisis intervention.

1.7. Our administration team is available during business hours for general enquiries, but they are not trained or authorised to provide clinical advice or emergency support. If you or someone you know is in immediate danger or experiencing a mental health crisis, please contact:

1.7.1 In an emergency, call 000 (police, ambulance, fire).

1.7.2 24/7 Mental Health Support Services:

• Lifeline – 13 11 14
• Suicide Call Back Service – 1300 659 467
• Beyond Blue – 1300 22 4636
• Kids Helpline (for young people) – 1800 55 1800
• SA Mental Health Triage Service – 13 14 65

1.8. The above services are available to provide immediate support at any time. May Health is unable to monitor or respond to crisis situations outside of booked clinical appointments.

2. SERVICES AND PARTIES

2.1. You engage the Practitioner/s identified for your appointment or otherwise described in the applicable booking, intake form or schedule (Practitioner/s) to provide you with the psychological, medical and other allied health services that you request (Services).

2.2. Unless expressly stated otherwise in writing, May Health is not the provider of the Services and does not hold itself out as providing the clinical assessment, treatment, recommendations or therapeutic advice comprised in the Services, unless expressly stated otherwise.

2.3. Unless expressly stated otherwise in writing, the Practitioner is solely responsible for the clinical delivery of the Services, including assessment, diagnosis where applicable, treatment planning, informed consent, record-keeping obligations, confidentiality obligations, mandatory reporting, and compliance with the laws, codes, registration standards and ethical obligations applying to the Practitioner’s profession.

2.4. May Health facilitates the provision of the Services and may be your first point of contact for administrative purposes, including enquiries, appointment scheduling, intake forms, reminders, invoicing, payment collection, receipting, room allocation, telehealth coordination and related practice administration.

2.5. You acknowledge and agree that unless expressly stated otherwise in writing, any psychology or medical service or other allied health service you receive is provided by the Practitioner, not by May Health, and that the Practitioner responsible for your care is the person identified to you for that service.

2.6. All Services are by appointment only. We do not facilitate walk-in appointments.

2.7. You agree to inform your Practitioner of matters that may affect treatment, including relevant medical conditions, diagnoses, medications, pregnancy, risk issues and any other information reasonably relevant to the safe and effective provision of the Services.

2.8. Additional agreed services such as reports, assessments, letters, or other non-session work undertaken by or through the Practitioner or May Health are also subject to this agreement, unless separate terms are provided.

2.9. You acknowledge and agree that, to the full extent permitted by law, May Health shall not be liable for any claim, liability, action, suit, demand, costs or expenses relating to the provision of the Services by the Practitioner/s, including any liability arising or relating to the clinical content, quality, appropriateness or outcome of the Services provided by the Practitioner. Nothing in this agreement excludes any rights you may have under law that cannot be lawfully excluded.

3. CONSENT

3.1. Psychological and medical services and other health services comprised in the Services you receive from your Practitioner/s is a collaborative journey where you and your Practitioner/s work together as partners to achieve the goals that you define. This process is guided by evidence-based practices, with both you and your Practitioner having specific roles and responsibilities. To help build this relationship, we encourage you to learn as much as possible about the process before commencing the Services.

3.2. You provide consent for the Practitioner to provide the Services in accordance with the above approach and otherwise in accordance with the therapeutic or clinical approach discussed with you. You acknowledge that you can pause the Service at any time and/or make further inquiries as to the approach taken in the delivery of the Service.

3.3. Your consent is voluntary and ongoing. You may withdraw your consent at any point, and we or your Practitioner will discuss the potential implications of doing so. Where your consent relates to the provision of psychological services, your consent is provided for an initial 12 month period, after which we will request you to refresh your consent.

3.4. Your Practitioner will explain the benefits, material risks, and expected outcomes of any proposed assessment or intervention. You are encouraged to ask questions at any time. If the scope of the Services changes, we may seek your updated consent.

3.5. Any assessment or intervention that involves physical contact will only occur with your prior written consent, based on a clear, evidence-based justification documented in your file.

4. TERMINATING THE SERVICES

4.1. Generally, the delivery of the Services will end by mutual agreement between you and your Practitioner, however the delivery of the Services may end by:

4.1.1 You, by simply electing to discontinue, at any time; or,

4.1.2 Your Practitioner notifying you that they are the ceasing the Services on the basis of either (i) breach of this agreement (ii) inappropriate conduct, or (iii) on the basis of their position that the Services are no longer required or the original objectives for receiving the Services have been satisfied.

4.2. At any time, your Practitioner can provide a referral to another practice on request.

5. YOUR INFORMATION

5.1. Types of information collected

5.1.1 As part of facilitating and providing Services, May Health may collect and record personal information. Personal information may include your name, contact details, date of birth, emergency contact details, billing information, referral information, health information and other information relevant to the facilitation or delivery of the Services.

5.1.2 As part of providing Services, your Practitioner may collect and record personal information (including the personal information set out above). The Practitioner may also use the personal information collected about you to generate clinician notes. These clinician notes will include information collected during a consultation with you, such as information regarding your presenting issues, background and historical information, family history, progress, relevant issues discussed during assessment, intervention, or review, and outcomes and recommendations.

5.2. Purpose of collection and use

5.2.1 Your personal information is collected and used by May Health for purposes including arranging appointments, facilitating communication, managing accounts and payments, supporting assessment and treatment, maintaining clinical records, and ensuring continuity and quality of care.

5.2.2 May Health may access and use your personal information for administrative purposes in connection with facilitating the delivery of the Services. The information accessed and used by May Health include the personal information that we collect directly from you as well as the personal information that we collect from your treating Practitioner and other sources.

5.2.3 The Practitioner/s may collect, access and use your personal information for clinical and professional purposes connected with the Services. The Practitioner may disclose your personal information to May Health in order to allow us to facilitate the provision of Services to you. For example, your treating Practitioner may generate clinician notes that are subsequently disclosed to May Health by being uploaded onto May Health’s practice management software. May Health will only access and permit to be used these clinician notes for your treating Practitioner's benefit.

5.3. You have the right to access the personal information we hold about you, subject to exceptions under relevant legislation. You can discuss with us the various ways this information can be accessed. Requests may be handled by May Health, the Practitioner, or both, depending on the nature of the information requested.

5.4. For a comprehensive explanation of how your information is managed, please refer to the Privacy Policy within this Clinical Governance section.

5.5. All personal information collected during the provision of the Services will remain confidential except in the following circumstances:

5.5.1 Legal or Regulatory Requirements: If the information is subpoenaed by a court or disclosure is otherwise required or directed by law.

5.5.2 Risk of Harm: If failure to disclose the information would, in the reasonable belief of your Practitioner, place you or another person at serious risk to life, health, or safety.

5.5.3 With Your Consent: If you provide prior approval for:

• A written report to be provided to another professional or agency (e.g., your GP or lawyer);
• Discussion of your information with another person (e.g., a parent, employer, health provider, or third-party funder);
• Disclosure of your information in another way; or
• Disclosure to another professional or agency (e.g., your GP) for a purpose directly related to the primary reason your information was collected.

5.6. If we are lawfully required to make a disclosure without your consent, we will notify you of the nature and purpose of the disclosure.

5.7. If required, you consent to us providing an interpreter or translator that abides by the Australian Institute of Interpreters and Translators’ Code of Ethics and Code of Conduct.

5.8. If your Practitioner is a psychologist, your Practitioner may disclose anonymised aspects of your information (including the information contained in the clinician notes and other personal information) with other psychologists as part of the Practitioner’s peer consultation or supervision (as trainee or supervisor). By signing this Agreement and receiving the Services, you consent to your information being disclosed by your Practitioner for this purpose and you acknowledge and agree that any peer, trainee or supervisor that your Practitioner shares your information with is bound by the same confidentiality obligations as your treating Practitioner.

5.9. We retain most of the personal information that we collect from you for up to seven years after the last date of service delivery. We may decide to retain these records for a longer period of time if we consider it is necessary to meet our professional obligations.

5.10. With respect to clinician notes, you acknowledge and agree that:

5.10.1 Your Practitioner is the sole beneficial owner of the clinician notes generated in connection the delivery of their Services to you.

5.10.2 May Health may access and permit to be used those clinician records only for the Practitioner's benefit.

5.10.3 May Health shall be entitled to copy and use the information and data contained in the clinician records (subject to the law) in accordance with our Privacy Policy, including for the purpose of providing information and data to other persons involved in the provision of Services to you from our Practice.

5.10.4 To the extent permitted by law, any requests for copies of clinician notes relating to you must be made to your treating Practitioner.

5.10.5 May Health may facilitate such requests if the treating Practitioner is engaged with May Health at the time of your request and has agreed to provide you with the requested records in accordance with any legal or professional obligation to do so or otherwise in the treating Practitioner’s discretion.

5.10.6 May Health shall be entitled to destroy the Practitioner’s clinician notes relating to you in May Health’s possession once the Practitioner’s engagement with May Health ends.

5.10.7 If your treating Practitioner’s engagement with May Health has ended, your requests to access any clinician records should be made directly to your treating Practitioner at their then current practice or place of work.

5.10.8 If your Practitioner is a registered psychologist, your Practitioner is required to retain your records, including your clinician notes, for 7 years (if you are an adult at the time that the Services are provided to you) or until you are 25 years old (if you are a minor when the Services were last provided to you).

5.11. All electronic communication (including email, video conferencing, and messaging) carries a privacy risk. While we use secure, encrypted platforms where possible, complete security cannot be guaranteed.

5.12. You acknowledge and agree that you are responsible for ensuring that the contact details (including email and mobile number) you provide are private, secure, and suitable for receiving communications regarding the Services being provided to you by or in connection with the Practice.

5.13. You agree that you have read and understood this agreement and acknowledge and consent to the collection, use, and disclosure of of the information and data provided to or collected by May Health and the Practitioner in the manner and for the purposes set out in this Agreement and our Privacy Policy.

6. SOFTWARE AND PRIVACY

6.1. May Health and the Practitioner may use third-party software systems and digital platforms to facilitate the delivery of the Services, including systems for practice management, appointment scheduling, telehealth, payment processing, secure messaging, note-taking, file storage, online forms and clinical documentation.

6.2. These third-party software systems may collect, store or process personal information, including health information, for the purpose of facilitating administration and care. We take reasonable steps to use reputable providers and appropriate security settings, but third-party providers may maintain their own terms, privacy policies and security controls.

6.3. If May Health or the Practitioner uses recording, transcription or artificial intelligence tools for note assistance, summarisation or other administrative support, this will only occur in accordance with applicable legislation, professional obligations and any separate consent process which may apply.

6.4. You acknowledge that some software providers may store or process information using cloud infrastructure and that complete control over third-party systems cannot be guaranteed. Further details may be set out in our Privacy Policy.

6.5. May Health and the Practitioner currently utilise the following software systems to facilitate the delivery of the Services. You acknowledge and agree that the Practitioner and/or May Health may and can engage additional or alternative software systems to facilitate the delivery of the Services. May Health or your Practitioner will provide you with written notice of the alternative or additional software system at the time of its introduction.

6.5.1 Note-Taking Software – Your Practitioner may utilise products and services offered by entities such as Halaxy Pty Ltd ACN 633 220 612 (Halaxy) (https://support.halaxy.com/hc/...) and Heidi Health Trading Pty Limited ACN 649 783 871 (Heidi) (https://www.heidihealth.com/en...) for recording and note-taking. You acknowledge that:

• a recording on Halaxy or Heidi will include personal information, including sensitive information such as your health information;
• this information will be treated with strict confidentiality with the data securely stored and encrypted;
• Halaxy and Heidi may utilise a closed Artificial Intelligence Software system to summarise the transcript of your sessions;
• you have reviewed a copy of Halaxy’s and Heidi’s privacy policies (available here: https://www.halaxy.com/privacy... and https://www.heidihealth.com/en...);
• you consent to Halaxy and Heidi (and any alternative note-taking software which your Practitioner informs you of in writing) recording and transcribing the notes of your session.

6.5.2 Practice Management Software – Halaxy is also used for practice management. You acknowledge that:

• the detail collected by Halaxy will include personal information, including sensitive information such as your health information;
• this information will be treated with strict confidentiality with the data securely stored and encrypted;
• all patient details recorded on Halaxy may be permanently destroyed on request or cessation of the therapeutic relationship;
• you may request a copy of your data recorded on Halaxy and correct your personal information at any time;
• Halaxy may allow you to store your credit card details for the sole purpose of charging you subsequent to a session; and
• you have reviewed a copy of Halaxy’s privacy policy (available here: https://www.halaxy.com/privacy....)
• You consent to Halaxy holding your personal information.

6.5.3 Additional Practice and Clinical Management – May Health and your Practitioner may utilise a closed and secure Artificial Intelligence Software system such as ChatGPT Business offered by OpenAI Group PBC (OpenAI) for practice management and general clinical administration purposes (AI Workspace). You acknowledge that:

• the information uploaded to or accessible in the AI Workspace may include personal information, including sensitive information such as your health information;
• this information will be treated with strict confidentiality with the data securely stored and encrypted;
• the AI Workspace is secure, only accessible to authorised May Health staff and your Practitioner, is only used for the Practice’s internal purposes and is not used to train public AI models;
• you have reviewed a copy of OpenAI’s privacy policy (available here: https://openai.com/policies/pr...)
• you consent to May Health and/or your Practitioner using the AI Workspace for the purpose described above.

6.5.4 Telehealth Platform. Halaxy or Google Meet is used for delivery of telehealth services. You acknowledge that:

• the detail collected and or conveyed by Halaxy or Google Meet will include personal information, including sensitive information such as your health information;
• this information will be treated with strict confidentiality with the data securely stored and encrypted; and,
• all patient details recorded on Halaxy or Google Meet will be destroyed following the scheduled appointment in accordance with the privacy policies of the respective entities.

6.5.5 Recording Conversations. You consent to the Practitioner recording your conversation with the Practitioner for the purpose of generating an AI-derived summary. You acknowledge that this recording will be deleted immediately after the summary is generated.

7. HEALTH POLICY

7.1. If you have symptoms of a contagious illness or another condition that may make in-person attendance unsuitable, please contact us as soon as possible so that we can consider telehealth or rescheduling options.

7.2. May Health or the Practitioner may require appointments to be moved to telehealth, postponed or otherwise adjusted where reasonably necessary to protect the health and safety of patients, practitioners and staff.

8. CANCELLATION AND MISSED APPOINTMENT POLICY

8.1. May Health and your Practitioner/s understand that life can be unpredictable, and we respect your right to make decisions that best suit your circumstances. However, we have cancellation and missed appointment policy in place to ensure the smooth operation of our Practice and the delivery of the Services by the Practitioner/s.

8.2. Please refer to the Cancellation and Missed Appointment Policy within this Clinical Governance section.

8.3. We appreciate your understanding and cooperation in helping us maintain a sustainable Practice while ensuring that your Practitioner/s can continue to provide high-quality care to all patients. If you have any questions or concerns about this policy, please don’t hesitate to discuss them with us.

9. Payment

9.1. The fees for Services and related costs are set out in the Fee Schedule within this Clinical Governance section.

9.2. May Health and the Practitioner/s reserve the right to vary at any time the fees for Services set out in the Fee Schedule. We will provide no less than eight weeks’ notice of an intended variation of the cost of a Service set out in the Fee Schedule.

9.3. We will invoice you (either for Services provided directly by May Health or on behalf of your Practitioner/s) on the day of your appointment.

9.4. If May Health or the Practitioner is liable to pay Goods and Services Tax (GST) in connection with or as a result of the supply of any service or other thing, then in addition to paying the amount due, you must also pay to us on demand the amount of GST we or your Practitioner/s are liable to pay. The Practitioner/s will notify you of any services that attract GST prior to any agreement.

9.5. If you have given consent to for May Health to hold your credit card details, we will charge a payment to your card within 24 hours of an invoice being raised.

9.6. You agree that we can provide your name, phone number and email address to a third-party collection agency for the purpose of collection of outstanding invoices.

10. Feedback or Concerns

10.1. We are committed to providing safe and effective care. If you believe our Service or the Service provided by the Practitioner/s has caused you harm, we encourage you to discuss this with us or your Practitioner/s immediately so we can work to address your concerns. We are ethically obliged to report certain incidents to relevant authorities.

10.2. If you raise a concern with us, we will:

10.2.1 provide information about complaints systems that are available;

10.2.2 You may also refer to our Feedback Policy within this Clinical Governance section.

10.2.3 where possible, we will work with you directly to resolve the issue;

10.2.4 consider whether the raising of the concern might adversely affect delivery of our services to you (noting in some cases, it might be advisable to refer you to another appropriate practitioner); and

10.2.5 within reason, provide you with the necessary information and your file in relation to the concern.

10.3. If you provide feedback in relation to an experience of harm our Practice will take the necessary steps to rectify the problem if possible.

11. AGREEMENT

11.1. You agree to regularly check our website for any notices of changes to the terms of this Agreement and any of the policies set out in clause 11.5.

11.2. Nothing contained in this Agreement creates any relationship of partnership or agency between the parties.

11.3. If a provision of this Agreement invalid or unenforceable, it is to be read down or severed to the extent necessary without affecting the validity or enforceability of the remaining provisions.

11.4. This Agreement is governed by the laws of South Australia and each party submits to the jurisdiction of the courts of South Australia.

11.5. Before providing your consent, we encourage you to read this Agreement together with the following May Health policies, which form part of the informed consent process for services provided at May Health:

11.5.1 Privacy Policy

11.5.2 Fee Schedule

11.5.3 Cancellation and Missed Appointment Policy

11.5.4 Feedback Policy

11.5.5 Youth Policy (where applicable)

11.6. To the extent of any inconsistency between the terms of this Agreement and the terms of any related May Health policy (including the policies set out above), the terms of this Agreement will prevail.

This privacy policy sets out the manner in which May Health Pty Ltd ACN 651 472 641 (we, us or our) collects, uses, stores, discloses and destroys information that we collect, in compliance with the Australian Privacy Principles (the APPs). The APPs apply to the collection and use of Personal Information as set out in the Privacy Act 1988 (Cth) (the Act) (as amended from time to time).

1. INTRODUCTION

1.1 For the purpose of this Policy:

1.1.1 Personal Information means information, including financial information, or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, and whether the information or opinion is in a material form or not.

1.1.2 Sensitive Information means information or an opinion (that is also Personal Information) about an individual’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual practices, criminal record or health information.

1.2 We recognise the importance of protecting your Personal Information. We will take reasonable steps to ensure all Personal Information held by us is secure and all Personal Information collected, used or disclosed by us is accurate, complete and up to date. Our handling of Personal Information is regulated by the Act and the Credit Reporting Privacy Code (as amended from time to time) (the Code).

1.3 This Policy is published on our website and may be updated from time to time at our discretion. By continuing to use our website, or otherwise continuing to deal with us, you accept this Policy as it applies from time to time.

2. TYPES OF PERSONAL INFORMATION

2.1 Depending on the particular circumstances, we may collect and hold a range of different Personal Information about you. This may include, but is not limited to:

2.1.1 your name, date of birth, contact details (including address, email address and telephone number);

2.1.2 your Medicare number, DVA number or other government identifiers (although we will not use this information for the purposes of identifying you in our business);

2.1.3 other health information about you, including:

• your reports and assessment results;
• your appointment and billing details;
• your medical history;
• your healthcare identifier;
• notes of your assessments, symptoms or diagnosis and the treatment given to you;
• information collected during a consultation with you, which may include information regarding your presenting issues, background and historical information, family history, progress, relevant issues discussed during assessment, intervention, or review, and outcomes and recommendations; and
• any other information about your race, sexuality or religion, when collected by a health service provider.

2.1.4 information about your computer or device and about your visits to and use of our website (including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation); and

2.1.5 payment, transaction and financial information.

2.2 We use Google Analytics to analyse the use of our website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at http://www.google.com/privacyp...).

2.3 We may hold credit card details and bank account numbers if provided to us directly. However, credit card details are not processed through or retained on our servers if goods or services are purchased via our website (in which case credit card information is processed via Tyro or an alternative credit card processing system).

3. SOURCES OF PERSONAL INFORMATION

3.1 Where possible, we will collect Personal Information directly from you. This might be via a face to face discussion, telephone conversation, registration form or online form. In some instances, we may collect Personal Information from other sources such as from third parties where the Privacy Act or other law allows it, in which case, we will endeavour to verify such details with the person concerned. Such sources may include, but is not limited to: members of your treating team (including through psychologists and other allied health professionals engaged in our practice), diagnostic centres, specialists, hospitals, Medicare and your health insurer.

3.2 We acknowledge that there is no obligation for you to provide us with Personal Information except as required by law. However, if you choose not to provide us with certain necessary details, we may not be able to provide you with our full range of services and our psychologists and other health professionals may not be able to provide the health services that you require.

3.3 We collect Personal Information in a number of ways, including but not limited to:

3.3.1 directly from you when you interact with our staff, complete any required forms or communicate with us by email or telephone, engage with any psychologist or health professional who has engaged us to facilitate their services, or otherwise use our products or services; and

3.3.2 when you browse our website.

4. PURPOSE FOR USE AND DISCLOSURE

4.1 The purpose for which we use and disclose Personal Information will depend on the circumstances in which it is collected. Generally, we may use or disclose Personal Information:

4.1.1 for the purposes for which it was collected;

4.1.2 for a related secondary purpose, if the use or disclosure could be reasonably expected;

4.1.3 in the manner described to you at the time of collection or as otherwise described in this Privacy Policy;

4.1.4 for other purposes to which you have consented; and

4.1.5 as otherwise authorised or required by law (for example, to comply with work health and safety, industrial relations and taxation laws).

4.2 Specific purposes for which we may use or disclose Personal Information include the purposes of:

4.2.1 providing you with psychological, medical and other health services (or facilitating the provision of such services to you by third parties such as our contracted psychologists and health professionals);

4.2.2 communicating with you in relation to the services being provided to you in connection with our practice and dealing with customer care related activities;

4.2.3 communicating and consulting with other health professionals involved in your healthcare or the services being provided to you in connection with our practice;

4.2.4 marketing and developing our practice, to the extent permitted by law and AHPRA (including sending promotional communications that may be of specific interest to you, including newsletters, promotions and special offers or information about new products and services);

4.2.5 the operation and administration of accounts, including billing, arrangements with health funds, pursuing unpaid accounts, the management of our IT systems and the use of third party assistance in the management of our business and IT systems generally (including Halaxy);

4.2.6 complying with our obligations under agreements with third parties (including our service agreements with our contracted psychologists and health professionals); and

4.2.7 carrying out any activity in connection with a legal, governmental or regulatory requirement that we have to comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution.

4.3 We use information about you where you have given us consent to do so for a specific purpose not listed above.

4.4 In the event we collect Sensitive Information about you, you consent to us collecting, using and disclosing the Sensitive Information for the purpose for which it was disclosed and as permitted by the Act and other relevant laws.

4.5 It is not likely that we will disclose Personal Information that we collect and hold about you to any overseas recipients (as defined in the Act). If we transfer your information to third parties, we will ensure that reasonable steps are taken to ensure that the overseas recipient does not breach the APPs in relation to the information, that the overseas recipient is in a jurisdiction that has an adequate level of protection for your data before we provide them with it.

4.6 We may contact you by email or SMS in order to provide factual information in the course of providing our services. For example, we may contact you by email or SMS to confirm the details of your appointment when making a booking or to remind you of an upcoming appointment. By providing your email address and mobile phone number, you consent to being contacted by email and SMS for these purposes. You acknowledge and agree that you are responsible for ensuring that the contact details you provide are private, secure, and suitable for receiving communications regarding the services being provided to you by or in connection with our practice.

4.7 For the avoidance of doubt, you acknowledge and agree that we may disclose your personal information without your verbal or written consent under the following conditions:

4.7.1 If you or another person’s health or safety is at significant risk of harm.

4.7.2 If required by legislation, such as under subpoena or mandatory child protection reporting.

4.7.3 If you own a firearm and there are concerns about your physical or mental state.

4.7.4 If you are under 16 years of age and are engaging in self-injurious behaviours (these risks will be discussed with your legal guardian).

4.7.5 If you are accessing services funded through Medicare or another third party, standard reporting obligations may apply. This may involve summaries of consultations, progress updates, or assessment outcomes. Your May Health clinician will inform you of any third-party reporting requirements and obtain your consent where appropriate.

5. ANONYMITY AND PSEUDONYMITY

5.1 You can deal with us anonymously (without identifying yourself) or under a pseudonym (fictitious name) unless you are applying for employment with us or where it is impracticable for us to deal with you if you have not identified yourself appropriately. Accordingly, you will not be able to deal with us anonymously where this would be inconsistent with the services we are providing to or facilitating for you or where it would otherwise be impractical or unlawful to deal with you anonymously or under a pseudonym.

5.2 We also note that psychologists and other health professionals are required to keep clear and accurate patient records as part of their professional obligations. If you wish to deal with us anonymously (without identifying yourself) or under a pseudonym (fictitious name), we may not be able to provide our services to you.

6. SECURITY

6.1 We will take reasonable steps to keep your Personal Information confidential and to protect the Personal Information we hold from misuse and loss or unauthorised access, modification and disclosure.

6.2 We also engage third parties to enable us to deliver our services to you and operate our practice. For example, Halaxy provides us with a patient management system which securely stores Personal Information which we use and access in order to deliver our services to you. We also use a number of third party integrations offered by Halaxy to manage accounting, patient payments, and Medicare rebates. These third parties include Xero, Medicare Australia and Tyro. We provide only the data providers require to perform their services.

6.3 All Personal Information collected by us will be retained as part of our business records, which will be securely monitored and maintained. We hold Personal Information in a number of ways, including:

6.3.1 as part of customer records and other electronic documents on which Personal Information is contained which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business (including via Google Business, Halaxy, Xero, Medicare Australia and Tyro); and

6.3.2 by securely storing hard copy documents on which Personal Information is contained, at our premises and using third party document management and archiving services where necessary (although it is our practice to avoid storing hard copy documents if it is possible to retain the same documents in electronic format).

6.4 While we take reasonable technical and organisational precautions to ensure the security of your data on our systems (and without limiting anything set out in our Trading Terms or Website Terms):

6.4.1 data transmission over the internet is inherently insecure and we cannot guarantee the security of data sent over the internet; and

6.4.2 without limiting the above (and except to the extent we are in breach of the Act), we do not take responsibility for any unauthorised access to your Personal Information or loss of or corruption of data caused by any computer virus or Trojan horse or via any system from an internet service provider, including any system linking your computer system to ours.

7. RETENTION OF PERSONAL INFORMATION

7.1 If we receive Personal Information where we have not taken any steps to collect such information, then within a reasonable time we will decide whether we could, under the APPs, have solicited that Personal Information ourselves. If we determine that we would not, under the APPs, have been permitted to solicit the Personal Information, we will as soon as practical (where lawful and reasonable to do so) destroy or de- identify that unsolicited Personal Information. If we could, under the APPs, have solicited the Personal Information then we may use and disclose the Personal Information for the purpose for which it was disclosed and as permitted by the Act and other relevant laws.

7.2 Where Personal Information held by us is no longer required to be held, and its retention is not required by law, we will destroy such Personal Information by a secure means.

8. DESTROYING PERSONAL INFORMATION

8.1 We may retain administrative and non-clinical information relating to you, including your full name, contact details, and appointment history, for a reasonable period of time in accordance with prudent business practices. This enables us to manage our operations, maintain appropriate records, and respond to enquiries.

8.2 You may request that we destroy or de-identify your personal information at any time. We will take reasonable steps to comply with such a request, unless we are required or authorised to retain the information under applicable law or for legitimate business purposes.

8.3 Clinical records and health information are generally collected and held by your treating psychologist or health professional. These practitioners typically operate as independent contractors, and May Health facilitates the provision of services rather than acting as the primary custodian of clinical records (and the personal information contained in such records). Where your treating practitioner ceases to practise at May Health, your clinical and health information will typically be retained by that practitioner and transferred with them to their new practice. In such circumstances, May Health will generally not retain copies of your clinical records. Where clinical or health information is held by May Health, we will take reasonable steps to securely destroy or de-identify that information when it is no longer required, subject to any legal obligations.

8.4 When personal information is no longer required, we take reasonable steps to destroy or permanently de-identify it in a secure manner.

9. THIRD PARTY LINKS

9.1 Our website may from time to time contain links to other websites. Without limiting anything set out in the Website Terms, these websites may have a different privacy policy to ours and it is important that you check the policy of each website you visit. Once you leave our website, we have no control or responsibility over the privacy policies or data collection activities at another website.

10. ACCESS TO PERSONAL INFORMATION

10.1 You can gain access to your Personal Information, subject to certain exceptions contained in the Act. To request access to your Personal Information, or to update or correct that Personal Information, please send a written request to either May Health, 28 Ward St, North Adelaide SA 5006 or to email address contact@mayhealth.com.au (Contact Address). We will check the identity of individuals making requests to determine within 14 days whether the request will be met.

11. DIRECT MARKETING

11.1 We may send you marketing communications in line with your previously expressed marketing preferences or as otherwise permitted under the Act and other relevant laws. If you do not wish to receive such communications, please contact us via the Contact Address or follow the opt-out instructions contained in each marketing communication.

12. COMPLIANCE

12.1 If you are concerned that the way in which we collect, hold, use or disclose your Personal Information may be in breach of the APPs the Code, please send written details of your complaint to the Contact Address.

12.2 After receiving a complaint, we will conduct internal discussions and evaluate whether we believe that such collection, holding, use or disclosure of your Personal Information was in breach of the APPs and/or the Code. We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex issues or requires extensive investigation, it may not be possible to respond within this timeframe. If the conclusion of our investigation is that our collection, holding, use or disclosure of your Personal Information was in breach of the APPs and/or the Code, we will take steps to remedy the breach as soon as reasonably practicable. If after dealing with us you are still not satisfied, you are entitled to make a complaint to the Office of the Australian Information Commissioner or the Financial Ombudsman Service.

1. Purpose

1.1. This fee schedule outlines the standard fees applied across the clinical services offered at May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our) These services are primarily delivered by independent practitioners working within the following service groupings:

1.1.1 Psychology

1.1.2 Medical

1.1.3 Assessment

1.1.4 Education & Training

1.1.5 Other Misc. Services

1.2. Fees listed below represent the standard charges commonly applied within each service area. Individual clinicians may set their own fees, and any variation will be discussed with patients prior to service delivery.

1.3. Standard fees are provided to support transparency and assist referrers and patients in understanding the usual cost of services offered at May Health.

1.4. Information about missed appointment fees, cancellation policies, payment options, and rebate availability is also included to support patients in planning for their care.

2. Fee Schedules

The fees set out below represent the standard fees for services provided at May Health. If a different fee applies to your particular service, this will be discussed with you before your appointment.

3. Consultation types

3.1. GP Mental Health Consultations

Patients with a Medicare card may be eligible for Medicare rebates. Eligibility varies depending on the service provided. Information about Medicare rebates can be found on MBS Online or by contacting May Health for further information.

3.2. Adult ADHD Assessment

The Adult ADHD Assessment is usually completed across two consultations. The initial consultation is conducted by a Nurse Practitioner and the second consultation by a General Practitioner. A second consultation will not be required if the assessment indicates ADHD is unlikely following the initial consultation. Medicare rebates are available for eligible patients for each consultation.

3.3. Autism Spectrum Disorder Assessment

The screening appointment is separate from the comprehensive assessment. If the screening appointment does not indicate Autism Spectrum Disorder (ASD), the assessment process concludes and no further fees apply. If a comprehensive assessment is recommended, the comprehensive assessment fee, as set out in the Fee Schedule above, is payable in addition to the screening fee.

3.4. ADHD Group Treatment Program

The ADHD Group Treatment Program is a fixed-fee program payable by scheduled instalments only (no upfront lump-sum payment option). The full program fee remains payable regardless of attendance or cancellation. The fee includes all program sessions and materials.

3.5. ADHD Couples Series

The ADHD Couples Series must be paid in full before commencement. No refunds or transfers are available once payment has been received, and missed workshops cannot be refunded or replaced. The fee includes all program sessions and materials.

3.6. ADHD Nutrition Support Program

The ADHD Couples Series must be paid in full before commencement. No refunds or transfers are available once payment has been received, and missed workshops cannot be refunded or replaced. The fee includes all program sessions and materials.

3.7. Navigating Relationships with ADHD Program

The Navigating Relationships with ADHD Program must be paid in full before commencement. No refunds or transfers are available once payment has been received, and missed appointments cannot be refunded or replaced. The fee includes all sessions within the program.

3.8. Other May Health Fees & Charges

3.8.1 Requests for services outside the usual scope of care (such as special reports, meeting attendance, or phone calls) will be charged at the hourly rate set out in the Fee Schedule above. Your clinician will advise you if a request falls outside the usual scope of care.

3.8.2 The Administrative / File Retrieval Fee applies to requests for previously issued reports, letters, or archived documentation. This fee covers the time required by administrative or clinical staff to locate, review, and securely provide the requested material. A higher fee may apply where a request is complex or requires substantial time to complete.

3.9. GST: Fees for treatment services are generally GST-free where they meet the requirements of the GST legislation. Unless expressly stated otherwise, all amounts listed in this Fee Schedule are exclusive of GST. If GST is payable on a service or fee, it will be added to the listed amount and shown on the relevant receipt or tax invoice.

4. Payment Options

4.1. Payment is required on the day of the appointment (unless payment is required prior to service delivery as otherwise specified).

4.2. May Health accepts payment by credit card, debit card, and electronic funds transfer.

4.3. Our administrative team will discuss your preferred payment option at your initial appointment. Credit or Debit card payment will be processed after your appointment in-person if you are at the clinic or over the phone if you attended via telehealth.

4.4. Our Administration Team will provide you with the necessary details for you to make a bank transfer to cover the fee for the service if you elect to pay via EFT.

4.5. Until 1 October 2026, credit and debit card payments may incur a surcharge reflecting the actual cost of processing the payment. Any surcharge will be disclosed before payment and itemised on the receipt. EFT payments do not attract a surcharge.

4.6. Note: May Health is a cashless clinic. We do not accept cash payments.

5. Rebate Options

5.1. You may be entitled to a rebate that will cover some or all of the cost of the service(s) you receive at May Health. The most common being from (but not limited to):

5.1.1 Medicare

5.1.2 The National Disability Insurance Scheme (NDIS)

5.1.3 Private Health Insurers

5.2. Please talk to your referring entity, private health insurer, or contact us directly for more information. Any applicable rebates will be processed once payment has been received.

6. Medicare Bulk Billing

In instances where the Clinician or May Health bulk bills you, the patient, for services provided at the Clinic, through Telehealth, or during a Home Visit, you agree to assign your Medicare benefit directly to your treating clinician or May Health.

7. Review

All fees in this document are reviewed and increase at least annually.

1. This policy outlines the costs and consequences of cancelled or missed appointments for the clinical services offered at May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our).

2. We have a cancellation and missed appointment fee policy in place to ensure the smooth operation of our practice and to provide the best possible service to all our patients. Here's why this policy is important:

• Limited Appointment Availability: Your practitioner sees a limited number of patients each day. Last-minute cancellations or reschedules mean that other patients on our waiting list may miss out on the opportunity to book that time slot.
• Sustainability of the Practice: As a private practice, we rely entirely on session fees to cover our operating costs, such as rent, administrative expenses, and other overheads. Unlike publicly funded services, we do not receive government support. When a patient does not attend an appointment, the practice and your practitioner incur a financial loss as these fixed costs must still be met.

3. We understand that life can be unpredictable, and we respect your right to make decisions that best suit your circumstances.

4. If we are notified of a cancellation less than 48 hours prior to your cancelled appointment, the full fee will apply (please also note that Medicare rebates do not apply for missed appointments).

5. If you arrive late to a scheduled appointment you may still attend the balance of your appointment time. The Practitioner in their sole discretion may choose to accommodate a late arrival.

6. The missed appointment or cancellation fees must be paid in full prior to being able to access a subsequent service.

7. We appreciate your understanding and cooperation in helping us maintain a sustainable practice while ensuring we can continue to provide high-quality care to all our patients. If you have any questions or concerns about this policy, please don’t hesitate to discuss them with us.

1. Purpose

1.1. May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our) is committed to providing high-quality, respectful, and professional care. This document outlines the responsibilities of our clinicians, as well as the rights and responsibilities of our patients.

1.2. This document should be read in conjunction with the Patient Terms and Conditions and May Health Privacy Policy.

1.3. We believe that a respectful, transparent, and collaborative approach between clinicians and patients is essential to achieving the best possible outcomes. If you have any questions about your rights or responsibilities, please speak with your clinician or a member of our administration team.

2. Clinician Professional Responsibilities

2.1. May Health clinicians are committed to maintaining professional, ethical, and safe standards of care.

2.2. All clinicians are required to:

2.2.1 be registered with the Australian Health Practitioner Regulation Agency (AHPRA) and abide by its rules and regulations (if their practice is governed by AHPRA); and

2.2.2 maintain ongoing professional development and uphold evidence-based mental health practice.

2.2.3 take all reasonable measures to ensure the provision of high-quality mental health care.

3. Patient Rights

3.1. As a patient of May Health, you have the right to:

3.1.1 be treated in a safe environment that meets the standards determined by AHPRA (if your service is governed by AHPRA);

3.1.2 be treated with respect, dignity, and courtesy, and without discrimination, including on the basis of culture, gender, race, colour, religion, nationality, age, or ability;

3.1.3 privacy and confidentiality (please refer to the May Health Privacy Policy for further information);

3.1.4 request access to personal information, in accordance with the Privacy Act 1988;

3.1.5 be informed of the evidence base and clinical reasoning associated with your care;

3.1.6 have your lived experience of mental illness considered and respected;

3.1.7 terminate services at any time;

3.1.8 seek a second opinion in relation to services accessed at May Health;

3.1.9 be informed of all costs associated with services;

3.1.10 involve parents, guardians, or support persons where appropriate and in accordance with relevant legislation; and

3.1.11 provide feedback to assist May Health in continuously improving service delivery.

4. Patient Responsibilities

4.1. As a patient, you are expected to:

4.1.1 treat May Health staff with respect and courtesy;

4.1.2 comply with the terms of May Health’s Patient Terms;

4.1.3 comply with all May Health policies as amended from time to time;

4.1.4 attend scheduled appointments or cancel in accordance with the Patient Terms and the May Health Cancellation Policy;

4.1.5 pay for services on the day they are provided (if you are not required to pay earlier);

4.1.6 present to your appointment in a state that allows you to engage effectively in the service; and

4.1.7 be on time for your appointment.

1. Purpose

1.1. May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our) operates a private mental health clinic where independent medical and allied health clinicians provide assessment, intervention, education and related health services (the Practice).

1.2. The purpose of this policy is to set out for patients of May Health who wish to provide feedback, concerns, complaints and/or allegations of harm, information relating to:

1.2.1 your rights;

1.2.2 May Health’s corresponding obligations; and

1.2.3 any additional information necessary for you to exercise these rights.

1.3. May Health is committed to providing safe and effective care. If you believe our Practice has raised concerns or caused you harm, we encourage you to discuss this with us immediately so we can work to address your concerns. May Health and its practitioners have obligations under the Psychology Board of Australia Code of Conduct and other applicable professional obligations, the National Law, various other legislative regimes, and the common law generally. This policy seeks to give effect to these obligations.

1.4. This policy applies to the provision of all services at May Health (Services) and to all engaged practitioners and staff of May Health irrespective of the terms of their engagement.

1.5. We would like to affirm the following:

1.5.1 Every piece of feedback is given due consideration and managed with utmost confidentiality.

1.5.2 A record of all feedback and consequent actions will be maintained.

1.5.3 Any resultant procedural or policy amendments will be duly notified to you.

1.5.4 Your ongoing relationship with May Health will remain unaffected by your choice to share feedback.

2. Your Right to Raise a Concern

2.1. You have the right to raise a concern or make a complaint in relation to:

2.1.1 a practitioner’s conduct of concern, being any act or statement of the practitioner whether or not associated with the services;

2.1.2 a practitioner’s health, being their capacity and fitness to deliver the Services, including where the practitioner may be impaired;

2.1.3 a practitioner’s performance, being the professional standards and suitability of the Services provided to you;

2.1.4 any improper disclosure of your personal information or any other confidential information in breach of our Privacy Policy (available at our website);

2.1.5 any circumstance where you consider you have been harmed in relation to a Service; and,

2.1.6 the processes and systems of the Practice or the practitioner.

2.2. If you raise a concern or make a complaint, May Health has the obligation to:

2.2.1 provide information about complaint systems that are available;

2.2.2 work with you directly to resolve the circumstance that has given rise to the concern or complaint;

2.2.3 consider whether there are any implications of the concern or complaint that may impact the delivery of psychological services to you and, if necessary, assist you in engaging a more appropriate practitioner;

2.2.4 if necessary, assist a regulatory body in any request for information following a request for information or undertaking an investigation in relation to the notification or complaint; and,

2.2.5 where May Health concludes you have been harmed, notify the appropriate authorities.

2.3. If your concern credibly alleges a criminal offence, May Health will take steps to notify the relevant authorities, namely, the police.

2.4. May Health is required to make a mandatory notification to Australian Health Practitioner Regulation Agency (AHPRA) in certain circumstances, specifically where it is concluded a practitioner governed by AHPRA:

2.4.1 has an impairment;

2.4.2 has been intoxicated while practicing;

2.4.3 has acted in significant departure from accepted professional standards; or,

2.4.4 has engaged in sexual misconduct.

2.5. If May Health concludes one of these concerns has occurred, notwithstanding this policy, it may make a notification in respect of the practitioner with no further notice to you.

2.6. If it appears that you are in immediate danger or risk of imminent harm, May Health may contact 000 without further notice to you.

3. Concerns and Feedback

3.1. In the first instance, should you experience a concern in relation to your practitioner or wish to provide a point of feedback, we encourage you to raise the concern or the point of feedback with your practitioner.

3.2. All practitioners and staff at May Health are committed to the values of safety, effective practice and continuous improvement.

3.3. As a Practice, we are mindful that we rely on effective and timely feedback from patients to adjust our therapeutic approach and systems and uphold these values. Your feedback or concern will likely highlight an area needing further improvement and will likely support us in our continuous improvement, and as such is important and necessary.

3.4. However, we understand that there may be circumstances where it is neither appropriate nor productive to raise feedback or concerns directly with your practitioner or a member of staff and may in certain circumstances exacerbate the concerns or risk of harm.

3.5. At any stage you may provide your feedback or concern to the Practice by via contacting our administrative staff at contact@mayhealth.com.au who can appropriately record and escalate your feedback or concern.

3.6. May Health provides a fluid and timely feedback system in order for a person in the practice who is not your practitioner to contact you and informally facilitate resolution of your concern.

3.7. Our commitment is to respond to your feedback or concern in no less than 5 business days. Our response under this process may simply be to acknowledge the concern or point of feedback and/or to provide an assurance that suitable steps will be taken.

4. Complaints To May Health

4.1. You may at any stage, either at the time of raising the concern or feedback or at any time afterwards make a formal complaint to us. If your feedback or concern contains an allegation of harm or involves matters of some seriousness, May Health shall treat it as a complaint and follow the process set out in this clause.

4.2. If May Health receives a complaint, in whatever form, unless the complaint is clearly trivial, vexatious or lacking in substance, May Health must undertake an internal investigation of the complaint (Internal Investigation).

4.3. An Internal Investigation following a complaint will involve the Practice Director or a senior staff member of the Practice (Internal Investigator) taking the following steps:

4.3.1 contacting you to collect further information;

4.3.2 contacting the practitioner or member of staff to collect further information;

4.3.3 throughout the Internal Investigation considering the suitability of your practitioner and/or May Health to continue to provide with Services and/or contacting you to offer a referral to another appropriate practitioner (where necessary); and,

4.3.4 should the Internal Investigator deem it to be appropriate, within a reasonable period of time, provide you with a brief and appropriate summary of the findings of the Internal Investigation and any areas of necessary improvement for the Practice.

4.4. An Internal Investigation may involve facilitating an informal process for you to discuss your concerns directly with the practitioner in a forum mediated by the Investigator, if you consent in advance to this step being taken.

4.5. Should it appear to May Health that it is necessary and desirable, an Internal Investigation may involve engagement of an external party or a disinterested person nominated by the Practice Director.

4.6. Before any adverse conclusion is drawn in relation to a practitioner of member of staff, an Internal Investigation must provide an opportunity to the practitioner of member of staff to comment on any circumstance that might give rise to such a conclusion.

5. Regulator Complaints

5.1. Should you be dissatisfied with the outcome or process of an Internal Investigation undertaken by May Health, and in any event, it is open to you to make a complaint to an appropriate external authority.

6. Obligations on the Occurrence of Harm

6.1. May Health has specific obligations should you credibly allege harm or should an Internal Investigation lead to a conclusion that harm has been caused.

6.2. If, at any stage, May Health concludes harm has occurred, May Health shall:

6.2.1 immediately refer you to another practitioner;

6.2.2 notify, or direct a suitable person to notify, the appropriate authorities, including (if necessary) the police of your state or territory;

6.2.3 take all steps necessary to preserve any records relating to the Services delivered by the practitioner to the patient; and,

6.2.4 take reasonable steps rectify and mitigate the harm (if possible).

1. Purpose

1.1. The purpose of this document is to provide clarity as to what young people and their parents or legal guardians can expect from May Health Pty Ltd ACN 651 472 641 (May Health, we, us or our) in terms of their privacy, confidentiality, and care.

1.2. This document should be read in conjunction with the Patient Terms and Conditions, May Health Privacy Policy and May Health Rights and Responsibilities Policy.

1.3. This policy applies to services provided to children and young people at May Health, including psychology, GP mental health care, ADHD assessment and treatment, autism assessment, psychoeducational assessment, and related clinical services.

2. Informed Consent and Patients Under 16 Years

2.1. For patients under 16 years of age, May Health will usually require consent from both parents or legal guardians before services commence.

2.2. May Health may also consider whether a young person has capacity to consent to a particular service or decision. This is sometimes called Gillick competence or mature minor capacity. Capacity is assessed by the treating clinician and depends on the young person’s maturity, understanding, the nature of the service, the risks and benefits, and the circumstances at the time.

2.3. Where there is uncertainty about consent, parental responsibility, court orders, safety, or the young person’s capacity, May Health may delay or decline to provide non-urgent services until the issue is clarified.

3. Commencing Services

3.1. Prior to a person under 16 years of age engaging in a service at May Health, May Health may ask for information relevant to consent, care planning, and confidentiality, including:

3.1.1 details of parents or legal guardians;

3.1.2 family separation or care arrangements;

3.1.3 parenting plans, court orders, or other relevant legal documents;

3.1.4 the young person’s living arrangements and main supports;

3.1.5 current risks, safety concerns, or child protection involvement; and

3.1.6 any other information relevant to providing safe and appropriate care.

3.2. Parents and legal guardians are responsible for giving May Health current and accurate information, including updated court orders or changes to care arrangements.

3.3. Unless court orders indicate otherwise, both parents and legal guardians will have equal rights in the consenting process, service provision, and information.

3.4. Your May Health staff members and clinicians will attempt to develop a shared understanding regarding confidentiality with both parents or legal guardians, and the patient aged under 16 years, prior to services commencing.

3.5. At the start of services, your May Health clinician will aim to discuss confidentiality with the young person and their parents or legal guardians. This discussion will usually cover:

3.5.1 what information will remain confidential;

3.5.2 what information may be shared with parents or guardians;

3.5.3 how parents or guardians will be involved in care;

3.5.4 how feedback or progress updates will be provided;

3.5.5 what information may be included in reports; and

3.5.6 the limits of confidentiality.

3.6. These agreements are not legally binding. These arrangements are made in good faith and in the young person’s best interests. They may change if required for clinical, safety, legal, or ethical reasons.

3.7. For assessment services, including ADHD, autism, and psychoeducational assessments, May Health may need to collect and share information with parents, guardians, schools, referrers, or other professionals where this is necessary for the assessment and the appropriate consents have been obtained.

4. Involvement of Parents & Legal Guardians

4.1. Parents and Legal Guardians have certain rights to make decisions about their child's service engagement and provision, including making relevant contributions to the service, and accessing their child's service provider. These rights apply to both parents and legal guardians unless otherwise stipulated by court order.

4.2. May Health abides by all relevant legislation and treats Parents and Legal Guardians equally.

4.3. Subject to confidentiality, consent, court orders, and the young person’s best interests, May Health may involve parents or guardians in:

4.3.1 intake and background information;

4.3.2 treatment planning;

4.3.3 risk and safety planning;

4.3.4 feedback sessions;

4.3.5 assessment outcomes and recommendations;

4.3.6 coordination with schools or other professionals; and

4.3.7 decisions about ongoing care.

4.4. May Health aims to balance the young person’s privacy with appropriate parent or guardian involvement.

5. Limits to confidentiality and risk of harm (Self / Other)

5.1. All exemptions to privacy and confidentiality detailed in the May Health Privacy Policy apply to young people under the age of 16 years. As stated in that policy, self-injurious behaviour disclosed by patients under 16 years of age will be shared with both parents or legal guardians.

5.2. May Health may disclose information where required or permitted by law, or where necessary to reduce a serious risk to the young person or another person.

5.3. This may include concerns about:

5.3.1 self-harm or suicide risk;

5.3.2 harm to another person;

5.3.3 abuse, neglect, or family violence;

5.3.4 serious deterioration in mental health;

5.3.5 unsafe substance use;

5.3.6 medical risk;

5.3.7 mandatory reporting obligations; or

5.3.8 any other serious safety concern.

5.4. Where possible and clinically appropriate, May Health will involve the young person in deciding how information is shared. However, May Health may disclose information without the young person’s agreement if necessary for safety, legal compliance, or appropriate care.

Purpose

The purpose of this statement is to explain the scope of May Health’s services and to provide information about accessing appropriate emergency and crisis support where immediate assistance is required.

May Health provides non-urgent, appointment-based mental health services. We are not an emergency or crisis service, and our clinicians are not available outside scheduled appointments.

While we support individuals with a range of mental health needs, including complex presentations, we are unable to provide immediate crisis intervention.

Our administration team is available during business hours to assist with general enquiries. They are not trained or authorised to provide clinical advice or emergency support.

If you or someone you know is in immediate danger or experiencing a mental health crisis, please contact the appropriate emergency or crisis support service below.

In an emergency, call

000 – Police, Ambulance, or Fire

24/7 Mental Health Support Services

• Lifeline – 13 11 14
• Suicide Call Back Service – 1300 659 467
• Beyond Blue – 1300 22 4636
• Kids Helpline (for young people) – 1800 55 1800
• SA Mental Health Triage Service – 13 14 65

These services are available to provide immediate support at any time.

May Health does not provide emergency or crisis services and cannot monitor or respond to crisis situations outside scheduled appointments or business hours.