Attendance Policy

Melissa Howie Consulting is committed to providing high-quality mental health care to all clients. We understand that life can be unpredictable, but we also want to ensure that everyone has the opportunity to receive the care they need in a timely and consistent manner. This Attendance Policy outlines the expectations for attendance, cancellations, and no-shows for both in-office and Telehealth appointments.

Appointments

All new clients are scheduled for an initial appointment with the therapist, with all necessary documents to be completed and returned prior to this appointment. During this first session, the clinician will assess your needs and discuss your treatment plan. After the initial appointment, follow-up appointments will be scheduled based on the treatment plan and clinical needs.

Telehealth appointments

Attending an appointment virtually via Telehealth is appropriate in various circumstances. These appointments are conducted via a secure and compliant video conferencing platform. You will receive a link to access your session prior to your appointment.

We understand that sometimes there may be technical difficulties with Telehealth appointments. If you are unable to connect to your Telehealth appointment, please inform our office as soon as possible. If you are unable to resolve the issue within 15 minutes of your scheduled appointment, the session may need to be rescheduled, and a cancellation fee may apply.

For these sessions, maintaining privacy is of utmost importance. It is recommended that you be in a private location with a reliable internet connection for your Telehealth session to maintain confidentiality and the quality of the session.

Attendance expectations

Please make every effort to attend your scheduled appointment. Melissa Howie Consulting understands that extenuating circumstances may arise (e.g., emergencies, illness, weather conditions), affecting attendance. Please contact us promptly via email if you experience a situation that prevents you from attending your appointment. Arriving late may shorten the length of the session and, in some cases, may require rescheduling.

Cancellation schedule

If you need to cancel or reschedule your appointment, a minimum of three business days (72 hours) is required; otherwise, you will incur a fee. This specified length of time allows us to offer your slot to another client in need.

Method of cancellation

Cancellations must be made by email. Writing a text message is not sufficient for cancelling appointments. 

Cancellation fees

Cancellation fees are calculated at the following rates:

No-show policy

A ‘no-show’ is defined as a missed appointment without prior notice or a failure to show up for a scheduled appointment (either in-office or via Telehealth). Click here to read the Cancellation Policy, which outlines further details of no-show appointments.

Cancellation requirements

In the event that an appointment is cancelled or rescheduled without 72 hours’ notice or missed altogether, the following requirements apply:

Special Considerations for Minors

Parental involvement

If a child or adolescent is the client, an adult parent or guardian must remain in the practice during the session, not only to support the minor in feeling safe but also to ensure they are available for any necessary communication with the clinician.

Parents/guardians are strongly encouraged to be present for the session if it is deemed appropriate by the clinician. Otherwise, the parent/guardian is welcome to wait in the waiting area or outside in their car. It is preferred that the parent/guardian not leave the site without agreement, and this may depend on the age of the child. Click here to read the Child Safe Policy, which outlines further details of child-safe practices.

The parent/guardian must be involved in all decisions related to the minor’s care, including scheduling, cancellation, and billing. For Telehealth sessions, we ask that parents/guardians be available to assist with any necessary technology issues.

Emergency contact

An emergency contact should be provided for any minors receiving care to ensure someone can be contacted in the event of a missed appointment or any other issue.

Payment responsibilities

It is the responsibility of the client (or guardian in the case of minors) to ensure that all outstanding balances are paid. Fees for missed or cancelled appointments will be billed to the credit card on file or added to your outstanding balance. It is your responsibility to keep this information updated. 

Insurance

If applicable, our office will assist you in submitting claims to your insurance company. However, you are responsible for understanding your benefits and coverage. Private health insurance rebates are the responsibility of the client. 

Circumstances Affecting Attendance & Service Continuation

While Melissa Howie Consulting aims to provide consistent and supportive therapy, there are certain circumstances that may impact attendance or the continuation of services. These situations are outlined below to ensure transparency and mutual understanding.

  • A discussion about the effectiveness of therapy and the client’s commitment would be required when three or more appointments are cancelled or rescheduled in a row, as this would impact the service or treatment.
  • When excessive fees are accrued for multiple no-show appointments for NDIS patients, the client’s situation would be considered (and the opinion of the support coordinator, where applicable), to determine the possibility of continuing services.
  • If the client refuses to pay fees for services delivered or incurred fees due to cancellations or no-shows, a payment plan may be agreed to; otherwise, the client will be referred to a more suitable lower-fee or free service.
  • Refusal to complete the new client forms or omitting information to avoid complying with Melissa Howie Consulting policies may result in services being declined or ceased. Whether some sections are completed or not, the client is still legally bound by the policies.
  • If the client is under the influence of drugs and alcohol, this will interfere with therapy delivery and effectiveness.
  • Ongoing risky behaviours (e.g., self-harm, self-medicating and misadventure) may require a referral back to the client’s GP if the client is considered too risky to manage.
  • The service may be refused or ceased if the client is involved in criminal activities and is unwilling to change or seek help for their illegal behaviour. Ethical reporting responsibilities may also impact the therapeutic relationship.
  • Services may be terminated due to threatening or abusive behaviour.
  • The service may be refused or ceased if the client is commencing litigation or is already involved in it and fails to disclose this information.
  • A conflict of interest may be declared if there is a pre-existing personal or professional relationship or a link to a mutual connection.
  • If the client requires immediate crisis-level care, the clinician may refer them back to their GP or to an emergency service. In the meantime, services would be ceased or halted for a period.
  • If the clinician requires personal leave, medical leave or leave in emergency situations, service delivery will be halted for a period.
  • An alternative service will be recommended if the clinician’s expertise is lacking in a particular area or the service required is beyond what can be provided.
  • If there is concern regarding the right therapeutic ‘fit’ or an overall lack of rapport, a discussion may occur regarding referring the client to another, more suitable, therapist.
  • If the clinician is unable to define clear treatment goals and the focus is taken away from therapy, it may be deemed that the client is not ready for therapy, and services may be ceased.

If future appointments are not booked and no discussion has taken place, we will reach out to confirm whether you would like to rebook or close your file. Should you choose to close, you are welcome to return at any time, provided it is assessed as suitable. To support safe practice and manage risk, we keep GPs informed about their patients, as they expect us to. If we do not receive a response to our follow-up attempts, your file will be closed. You can reopen your file at any stage by contacting us via email.

agreement to policy

By scheduling an appointment at Melissa Howie Consulting, you acknowledge and agree to adhere to this Attendance Policy and, in addition, the Cancellation Policy. We appreciate your cooperation in maintaining the efficiency and effectiveness of our practice.

For any questions or concerns, please contact our office by emailing melissa@melissahowieconsulting.com.au

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