Clinic Policy

The Canberra Private Clinic aims to provide timely appointments in an area of great need. We respect emergencies happen. Our clinicians will often have a full appointment list and last minute changes or cancellations prevent others from accessing much needed care in these slots.
When booking appointments, please be aware that 2 full business days (48 hours) notice is required to be given via email or phone to cancel or reschedule an appointment with a clinician.

An option will be given for a full refund or the fee may be credited to your account for a future appointment for your convenience.
If an appointment is amended or cancelled under 2 full business days, it will incur a non refundable $100 fee and will not be subject to a medicare rebate.
Please be aware that card processing fees for all bookings are not refundable.
We process payments automatically 3 business days ahead of your scheduled appointment. It is your responsibility to ensure valid card details are entered along with sufficient funds. You may opt out of automatic payments by contacting our clinic and requesting so.
Card details are entered when registering as a new patient. There is a card fee of 1%
Late payment for a consultation will result in your nominated bank card being processed by our staff 48 hours following your scheduled appointment.
Rarely, a clinician may need to reschedule for personal reasons or professional commitments. If this occurs, you will be rebooked with them at no additional cost.

We understand that life’s commitments can make scheduling difficult at times. If you’re running late, a clinician will be available for up to 15 minutes of a scheduled appointment time.
This will result in your appointment time being shortened by the time till you join your clinician. Additional time will not be added and this may may impact on the quality of your session.
If you attend your telehealth session after 15 minutes the session will be reported as a non-attendance as described above.

The clinicians on this platform aim to provide a high quality of clinical care and expert advice. Recovery works best in a mutually respectful and courteous environment.
We understand that occasionally, we may not meet the expectations you have and our goal is to work with you to better understand your recovery objectives. If you would like to provide general feedback, we would welcome this here.
Abusive language, aggressive or violent behaviour, including threats and intimidation are never acceptable and this may result in termination of communication, police notification and removal from your clinicians patient list.

The design of the platform ensures clinicians can help as many people as possible. During business hours our clinicians are busy seeing patients and unfortunately will not be disrupted to respond to questions or queries.
Questions regarding symptoms, medications, diagnosis, side effects, prescriptions, referrals, medical certificates, medical reports, medical forms all require you book in for an appointment. This is to ensure you receive a tailored and high quality of clinical care whilst minimising the risks of potential errors.
Please see our policy on emergencies and crisis here.

A valid referral from your GP is required in order to access our services. Similarly for clinical psychology, an up to date mental health care plan is required in addition.
Referrals are required to be made out to the Canberra Private Clinic and the respective clinician.
Referrals in Australia are generally valid for 12 months if made by a GP, or 3 months when made by another specialist.
Rarely, a referral may need to be amended if the purpose of the visit doesn’t match the clinical requirements agreed upon by you and our clinicians.
For clinical psychology, a GP referral and mental health care plan are required to be eligible for a medicare rebate for up to 10 sessions per calendar year.
Independent reports, insurance reports and all third party referrals are not covered by medicare. These may be offered at the discretion of each clinician and paid in full prior to a scheduled appointment at a clinician’s nominated rate.