Clinical Governance

At May Health we value clarity. We have therefore endeavoured to communicate our Privacy Policy in a way that is easy to understand, explaining how we collect, retain, maintain, and use your data.

May Health’s management of personal and sensitive information is consistent with the expectations set out in the Privacy Act 1988 and the Australian Privacy Principles under that Act. May Health also adheres to the ethical standards governing confidentiality and privacy contained within the Code of Ethics of the Australian Health Practitioner Regulation Agency (AHPRA).

While you are receiving care from a clinician contracted with May Health, the organisation is responsible for securely storing and maintaining your medical records. Should your clinician leave May Health, your medical records will be transferred to that clinician for ongoing secure storage and management in accordance with industry standards. However, you have the option to request that your records be transferred to another clinician within May Health if you prefer.

Collection of Personal Information

May Health is required to collect personal information from you in order to offer you the best possible service, meet legal and regulatory obligations, and ensure that administrative functions (e.g. appointment scheduling, payments) can occur.

The information our administration team will collect includes:

• Name and surname
• Date of birth
• Relevant contact details (address, phone, email)
• The reason for your contact
• Federal health identifiers (e.g. Medicare)
• Financial information (e.g. for billing and processing of rebates)

Use of Contact Information

The contact details you provide, such as your phone number and email address, will be used to communicate with you about your care, appointments, and administrative matters. It is your responsibility to ensure that these contact details are accurate and private. If you provide a shared email address or phone number, please be aware that others with access to those details may become aware of your contact with May Health. May Health cannot accept responsibility for unauthorised access where shared contact details have been provided.

During the course of consultation, your May Health clinician will maintain contemporaneous notes in accordance with professional record-keeping standards. This facilitates high-quality care and ensures your needs are being appropriately managed.

Information collected during consultation may include:

• Presenting issues
• Background and historical information
• Family history
• Progress
• Relevant issues discussed during assessment, intervention, or review
• Outcomes and recommendations

Management of Personal Information

In most instances, your information will be kept in electronic format; however, hard copy records may be used when required. May Health takes reasonable steps to protect your personal information from misuse, interference, and loss, as well as from unauthorised access, modification, or disclosure.

Electronic client information is stored and managed through a client management system called Halaxy, which operates in Melbourne and stores data securely within Australia. Your information is protected by 256-bit, bank-grade security and encryption—equivalent to the standards required by Australian banks.

Hard copy information is securely stored in locked filing cabinets on the premises.

May Health also uses third-party integrations within Halaxy to manage accounting, client payments, and Medicare rebates. These third parties include:

• Xero – accounting software supporting financial operations
• Medicare Australia – to process Medicare rebated sessions
• Tyro – used for EFTPOS payments (https://www.tyro.com/)

Further information regarding Halaxy’s privacy practices can be found at: https://www.halaxy.com

Disclosure of Personal Information

May Health will not disclose your personal information without your verbal or written consent, except under the following conditions:

• If you or another person’s health or safety is at significant risk of harm
• If required by legislation, such as under subpoena or mandatory child protection reporting
• If you own a firearm and there are concerns about your physical or mental state
• If you are under 16 years of age and are engaging in self-injurious behaviours (these risks will be discussed with your legal guardian)

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.

You may also complete a May Health Information Sharing Form to enable information exchange with other professionals involved in your care. Please speak with our administration team to access this form if needed.

Request to Access or Correct Client Information

To request access to your client record, please submit your request in writing to your May Health clinician or our administration team. You will be contacted to discuss options for access.

May Health Data Retention Policy

May Health complies with client data retention requirements under the Privacy Act 1988. Personal information is retained for 10 years following the last clinical contact. For individuals under 16 years of age, records are retained for 10 years after the last contact or until the individual turns 26, whichever is later. After this period, information will be securely destroyed.

Website Cookie Use

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Enquiries and Complaints

If you have questions about privacy or confidentiality at May Health, please speak with our administration team or your May Health clinician. If the matter cannot be resolved, it will be referred to the Director.

For formal complaints regarding privacy, please submit your concerns in writing to the administration team and refer to our Complaints and Grievance Policy.

Changes to the Privacy Policy

This Privacy Policy is reviewed periodically and may change in response to client feedback, legal updates, or internal policy reviews. Any significant changes will be communicated to you.

At May Health, we are 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.

Clinicians Professional Responsibilities

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

• To be registered with the Australian Health Practitioner Regulation Agency (AHPRA) and abide by its rules and regulations
• To maintain ongoing professional development and uphold evidence-based mental health practice
• To take all reasonable measures to ensure the provision of high-quality mental health care

Patient Rights

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

• To be treated in a safe environment that meets the standards determined by AHPRA
• To be treated with respect, dignity, and courtesy, and without discrimination, including on the basis of culture, gender, race, colour, religion, nationality, age, or ability
• To privacy and confidentiality — please refer to the May Health Privacy Policy for further information
• To request access to personal information, in accordance with the Privacy Act 1988
• To be informed of the evidence base and clinical reasoning associated with your care
• To have your lived experience of mental illness considered and respected
• To terminate services at any time
• To seek a second opinion in relation to services accessed at May Health
• To be informed of all costs associated with services
• To involve parents, guardians, or support persons where appropriate and in accordance with relevant legislation
• To provide feedback to assist May Health in continuously improving service delivery

Patient Responsibilities

As a patient, you are expected:

• To treat May Health staff with respect and courtesy
• To attend scheduled appointments or cancel in accordance with the May Health Cancellation Policy
• To pay for services on the day they are provided
• To present to your appointment in a state that allows you to engage effectively in the service
• To be on time for your appointment

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.

Feedback Policy

At May Health, we are committed to upholding a standard of excellence in our service delivery. We sincerely appreciate your insights and observations which aid us in enhancing our services.

Feedback Procedure

Should you have any reservations or comments regarding the services you have received, we encourage you to communicate directly with your service provider at the earliest convenience. They are equipped to document and address your concerns, whilst ensuring to keep you informed of the developments regularly.

In instances where your feedback pertains to broader aspects of May Health, please liaise with our Administration team, either verbally or in writing. We are dedicated to addressing your concerns swiftly and will maintain regular communication to update you on the progress.

Our Commitment

We would like to affirm the following:

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

• A meticulous record of all feedback and consequent actions will be safeguarded.

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

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

This section outlines the fee schedule for each of the clinical divisions of May Health. These divisions are:

• May Psychology
• May Medical
• MAYdhd Group Program
• May Assessment

Below you will find the standard fee for each service, missed appointment and cancellation fees, and an outline of the variety of payment and rebating options that are available at May Health.

May Psychology

May Psychology charges the following service fee for each 50 minute appointment:

Clinical Psychologist:

• Monday to Friday: $250 (Concession: $230)

General Psychologist:

• Monday to Friday: $230 (Concession $210)

May Medical

GP Mental Health Consultation Fees: (new fees effective from 01/09/2024)

• Long (60 minutes): $350 (Concession: $330)
• Short (30 minutes): $205 (Concession: $195)
• Brief (15 minutes): $110 (Concession: $95)

Consultation Types:

New Patients: Booked as long consultations

Mental Health Treatment Plan (MHTP) and MHTP Review: Booked as short consultations

Mental Health Interventions (Focused Psychological Strategies or Therapy): Booked as long consultations

Medication Reviews: Booked as short consultations

Medicare Rebates:

Patients with a Medicare card are eligible for rebates, this will vary depending on the service.

Specific rebate details can be found on MBS Online or by contacting May Medical's administration for a quote or a full list of available rebates.

MAYdhd Group Program

The 8-week in-person group sessions, designed for 4-10 participants with a focus on in-depth understanding and management of ADHD through multidisciplinary evidence-based education and interventions, are priced at $960 (equivalent to $120 per session).

May Assessment

May Assessment charges the following service fee for each of the assessments listed below:

Psychoeducational Assessment:

• Cognitive Testing: $1000
• Cognitive Testing & Adaptive Behaviour Assessment: $1400
• Cognitive Testing and Academic Achievement Assessment: $1600
• Cognitive Testing, Academic Achievement, and Adaptive Behaviour Assessment: $2000

Misc. May Health Fees

Requests for services that are outside the usual scope of practice—such as special reports, meeting attendance, or phone calls—will be charged starting at $200 per hour. Your May Health clinician will advise if a request falls outside the usual scope.

An administrative / file retrieval fee of $45.00 (incl. GST) 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 for complex or time-intensive requests.

Missed Appointment & Cancellation Policy

When scheduling your appointment(s) please be mindful of our missed appointment and cancellation policy. The missed appointment and cancellation fee amount is $110 unless more than 48hours of notice is provided.

Please note that missed appointment or cancellation fees must be paid in full prior to being able to access a subsequent service. Please also note that the above time periods refer to business days (weekends are not included).

Exemptions apply for sickness and emergency. In the case of sickness, we comply with the directives of SA Health and recommend that you do not visit the clinic. In place, you will be offered a telehealth appointment to ensure consistency of care can be maintained. If you are unable to attend via telehealth the exemption will be applied.

As a courtesy we send out a reminder of your appointment 48 hours in advance. The receiving or not of this reminder text does not impact our missed appointment and cancellation policy.

Payment Options

There are two ways in which you can settle your account, these are

• Credit or Debit
• Electronic Funds Transfer (EFT)

Payment is expected to be made on the day of your appointment at May Health.

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.

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

Rebate Options

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):

• Medicare
• The National Disability Insurance Scheme (NDIS)
• Private Health Insurers

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.

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.

Review

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

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 in terms of their privacy, confidentiality, and care. This document should be read in conjunction with the May Health Privacy Policy and May Health Rights and Responsibilities Policy.

Informed Consent and Clients Under 16 Years

At May Health, we require both parents or legal guardians to consent to service provision when the patient is under 16 years of age. The only exception being when a court has judged the young person to be Gillick competent (which means the court has judged the young person to be a mature minor and able to provide informed consent for treatment). There are not any other exceptions.

Rights of Parents & Legal Guardians

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

What to Expect

Prior to a person under 16 years of age engaging in a service at May Health, a request will be made for any relevant court orders that make clear the relevant care and custody arrangements, and assist with the consenting process. At May Health, we will also enquire about family separations, care arrangements, and other circumstances deemed relevant to the process of informed consent. Unless court orders indicate otherwise, both parents and legal guardians will have equal rights in the consenting process, service provision, and information.

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. An agreement will be made in collaboration with all parties about what information can be shared, how that sharing will occur, and the extent of both parents or legal guardian's involvement in the service. These agreements are not legally binding, however, they are made in good faith and in the best interest of the patient under 16 years of age.

Risk of Harm (Self / Other)

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 clients under 16 years of age will be shared with both parents or legal guardians. Every attempt will be made to ensure this disclosure happens in collaboration with the youth client.

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

While we support individuals with a range of complex mental health needs, we are not resourced to provide immediate or crisis intervention.

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:

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 is unable to monitor or respond to crisis situations outside of booked clinical appointments.