77 Devonshire Rd, Watsonia, VIC 3087 |
0490 973 552

Privacy and Health Records Policy

Privacy and Health Records Policy Collaboration House Psychology (CHP) is committed to best practice in relation to the management of information we collect. Our Privacy and Health Records Policy has been developed in compliance with the Privacy Act (1988) and Health Records Act (2001). To provide the best health care to you, Collaboration House Psychology requires your consent to the collection, recording and appropriate or necessary communication of relevant personal mental/health information.


By proceeding with the establishment of a file for you and with booking or meeting with our clinician(s), you have indicated your consent that any private mental health and health care information provided, obtained or recorded in the establishment or continuance of your mental health care relationship with Collaboration House Psychology will be kept and managed in accordance with our Privacy Policy.


If you have any questions or concerns, please do not hesitate to contact us on 0490 973 552 or email


What Personal Health Information Is Collected And Why Information that relates to, or assists in, providing good mental health care to the client is collected. This includes: personal identification and contact information (including important relationships such as carers, guardians or emergency contacts); medical history, current mental/health problems and other aspects of the client’s life and development; and information required for billing and Medicare claiming. Client records will be stored digitally, for 7 years for adult clients or 7 years after the 18th birthday of adolescent clients.


We hold, use and disclose personal information:

  • to provide health services to you

  • to communicate with you

  • to comply with our legal obligations, such as mandatory reporting

  • to help manage our accounts and administrative services

  • to liaise with other professionals involved in your or your adolescent's health care, and

  • to liaise with your health fund, government and regulatory bodies, as necessary.


Information Collected For Billing and Administration Purposes Parents or guardians are legally responsible for the care of their adolescent and for associated fees for care provided by Collaboration House Psychology. The name of these parents, guardians or other carers, as well as their contact information, is required for billing and the lodgment of Medicare claims and rebates. This information is stored in client files and used for both administrative and clinical purposes and managed in the same way as other clinically-needed information, as described in this policy. Any outstanding accounts and related information may, after a reasonable time, be handed over to a third party for legal or debt recovery purposes.


Who Collects and Uses This Information? Administrative/reception personnel and treating clinicians will collect and manage identification, contact, billing and family relationship information and may also record, for the purposes of relaying to clinicians, some information pertaining to mental/health care and current problems. Clinicians record information about mental/health and developmental issues, including information about the client’s life, relationships and social contexts where relevant. 

Clinicians will also convey and share relevant aspects of this information to other clinicians and supervisors to assist in treatment or to refer the client to another clinician when needed. Such communications will be deidentified, treated as confidential and privacy will be maintained.


How the Security of Your Information is Maintained Information is stored electronically and recorded directly into practice software programs or transferred into these from paper records. Paper records are mechanically shredded onsite once they have been converted to a digital record or become otherwise unnecessary. Practice staff and clinicians are trained to avoid leaving private and confidential information where it can be viewed by others. Files and programs are accessed only via password by authorised staff and clinicians.


Transferring Health Information Adult clients, Carers/guardians, or mature adolescent clients may arrange to have access to or copies of some or all of their mental health records by speaking to their clinician or another staff member and agreeing on an appropriate format. Provision of personal mental/health information to third parties will require written client/parental/legal guardian or mature adolescent client consent and this will be noted and copied into the record. Where a third party requests the information from the practice about a client, an appropriate staff member or clinician would discuss the request with the mature client or the parent/legal guardian(s) and written consent would be sought before the request was acted upon.


This practice prefers to transfer client information to GPs, clinicians, or others the client requests, digitally, by email and fax. Clients should initiate their request for information with their clinician or with administrative or reception staff in person or by phone, letter or fax. The request will be followed up with a phone call or email to the client or client parent/legal guardian for confirmation of information to be sent and to whom.

Audit and Research From time to time, Collaboration House Psychology may participate in practice audits and research. Audits and research are important ways of maintaining high standards in practice. Privacy and confidentiality of records would be protected by de-identification. Informed consent would be secured in any other case.


Teenagers and Young Adults As a person matures, particularly into later adolescence, they will increasingly take charge of their personal mental/health information and any matters of consent that would arise. Younger adolescents growing towards this maturity may also need to begin taking responsibility for aspects of their mental/health decision-making. For mature and maturing adolescent clients, Collaboration House Psychology will generally continue to encourage all appropriate parental, carer and legal guardian involvement in decision-making, bookings and appointments, as well as general support in co-operation with the older adolescent client who has consented.


Access to Medicare Benefits Scheme Information regarding Eligibility for MBS Items Where Collaboration House Psychology (CHP) conducts an enquiry using the MBS Items Online Checker, for each enquiry CHP must obtain the patient's/person acting as the patient's agent's verbal consent. CHP declares that:

  • CHP will inform the patient/person acting as the patient's agent that CHP will be making a request to Medicare systems to ascertain if the selected MBS item codes will be eligible for claiming under the Medicare Benefits Scheme

  • To the best of CHP knowledge, the patient/person acting as the patient's agent has understood CHP’s request; and

  • The patient/person acting as the patient's agent will have provided verbal consent to this enquiry.


Access to Personal Information, Questions and Complaints You have a right to seek access to and correct the personal demographic and contact information we hold about you. If you have any questions or concerns about privacy-related issues, please contact us. If you wish to complain about a breach of the Australian Privacy Principles or the handling of your personal information, you may lodge a written complaint. Written complaints are generally responded to within 30 days. Post to: Collaboration House Psychology, P.O. Box 216 Greensborough VIC 3088.

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