FAQ

We understand that changes to your appointments may be required however, please ensure you notify us at least 24 hours in advance if you need to make a change to your existing appointment. This includes cancellation, non-attendance, or request to reschedule. 

A 50% cancellation fee applies when less than 24 hours notice is given and a 100% cancellation fee applied to forgotten appointments.

Every client will receive an email reminder with the date and time of their consultation 48 hours in advance. If cancellations or changes to your appointment are made with less than 24 hours notice, you are responsible to pay the relevant cancellation fee. Any changes to your scheduled appointment need to be made with Integrated Medixine, via email or text, as soon as possible. 

Reschedules

Should clients request to reschedule an appointment, they are required to have an alternative date agreed to at the time of making their request to avoid cancellation fees. Clients can find availability on the website via the booking link. If a client reschedules twice in a row, they may be subject to a cancellation fee. 

Exceptions

Integrated Medixine understands that serious illnesses and family emergencies sometimes occur and it is at the discretion of Integrated Medixine as to whether a cancellation fee is charged in these circumstances. 

If you or a family member feels unwell or you are unable to physically attend an in-person appointment, changing your scheduled time to an online session does not incur a fee. 

Please also note the following examples which are not considered “family emergencies”:

• A meeting called at work or any changes to work rosters or travel requirements

• A school, sports or extracurricular event

• A family activity or holiday

• School pick up of children 

• Changes to the availability of a babysitter or child care service

We acknowledge that such events may be beyond control and can be genuine reasons for late cancellation however we still require that responsibility for these types of circumstances is taken and that a cancellation fee would apply. All unpaid cancellation fees that have been charged to an account must be paid prior to, or on the day of, the client’s next appointment. 

By making an appointment with Integrated Medixine you agree to this cancellation policy. 

Thank you in advance for your respect and understanding.

Schedule 4 Code of conduct for health organisations

In the Public Health Act 2010 and this code of conduct, health organisation, health practitioner, health service and relevant health organisation have the same meanings as in the Health Care Complaints Act 1993. The Health Care Complaints Act 1993 definitions are: • health organisation means a body that provides a health service, not being a health practitioner, and • health practitioner means a natural person who provides a health service, whether or not the person is registered under the Health Practitioner Regulation National Law, and • health service includes the following services, whether provided as public or private services a) medical, hospital, nursing and midwifery services b) dental services c) mental health services d) pharmaceutical services e) ambulance services f) community health services g) health education services h) welfare services necessary to implement any services referred to in paragraphs (a) – (g) i) services provided in connection with Aboriginal and Torres Strait Islander health practices and medical radiation practices j) Chinese medicine, chiropractic, occupational therapy, optometry, osteopathy, physiotherapy, podiatry and psychology services k) optical dispensing, dietitian, massage therapy, naturopathy, acupuncture, speech therapy, audiology and audiometry services l) services provided in other alternative health care fields m) forensic pathology services n) a service prescribed by the regulations as a health service for the purposes of the Health Care Complaints Act 1993, and • relevant health organisation means a person that is a health organisation other than the following: a) a public health organisation within the meaning of the Health Services Act 1997, b) a public hospital within the meaning of the Health Services Act 1997, c) a private health facility licensed under the Private Health Facilities Act 2007, d) an organisation or class of organisation prescribed by the regulations for the purposes of this definition. This code of conduct does not apply to the provision of residential care, home care or flexible care under the Aged Care Act 1997 of the Commonwealth or a Commonwealth-funded aged care service under the Aged Care Quality and Safety Commission Act 2018 of the Commonwealth. 1 – Definitions 1) In this code of conduct: a) client of a relevant health organisation includes a client of an employee of a relevant health organisation. b) employee of a relevant health organisation means a person who: i. is employed or engaged by the relevant health organisation to provide health services, or ii. provides health services under another arrangement with a relevant health organisation. 2) An employee includes a health practitioner, whether or not the code of conduct set out in Schedule 3 applies to the health practitioner. 2 – Compliance with code of conduct for health practitioners If the code of conduct set out in Schedule 3 applies to an employee of a relevant health organisation, the relevant health organisation must take reasonable steps to ensure the employee complies with the code of conduct. 3 – Health services to be provided in safe and ethical way 1) A relevant health organisation must provide health services in a safe and ethical way. 2) Without limiting subsection (1), a relevant health organisation must comply with the following principles: a) a relevant health organisation must ensure the organisation’s employees maintain the necessary competence in the relevant field of practice, b) a relevant health organisation must provide healthservices in accordance with accepted professional standards, c) a relevant health organisation must assist a client to find other appropriate health care professionals, if required and practicable, d) a relevant health organisation must encourage a client to inform the client s treating medical practitioner, if any, of the treatments the client is receiving, e) a relevant health organisation must ensure appropriate first aid is available to deal with misadventure during a client consultation, f) a relevant health organisation must obtain appropriate emergency assistance, for example, from the Ambulance Service, if there is a serious misadventure during a client consultation. 3) A relevant health organisation may make a claim as to the organisation’s ability or willingness to treat or alleviate the symptoms of the illnesses only if the claim can be substantiated. 4 – Standard precautions for infection control to be adopted 1) A relevant health organisation must adopt standard precautions for the control of infection in the organisation’s provision of health services. 2) Without limiting subsection (1), a relevant health organisation who provides a health service that includes the carrying out of a skin penetration procedure must comply with the relevant provisions of this Regulation in relation to the carrying out of the procedure. 5 – Appropriate conduct in relation to treatment advice 1) A relevant health organisation must not attempt todissuade a client from seeking or continuing with treatment by a registered medical practitioner. 2) A relevant health organisation must accept the client s right to make informed choices in relation to the client s health care. 3) A relevant health organisation should communicate and co-operate with colleagues and other health care practitioners and relevant health organisations in the best interests of the organisation’s clients. 4) A relevant health organisation that has serious concerns about the treatment provided to a client by another relevant health organisation or a health practitioner must refer the matter to the Health Care Complaints Commission. 6 – Clients not to be financially exploited 1) A relevant health organisation must not financially exploit a client. 2) A relevant health organisation must not accept financial inducements or gifts for referring clients to other relevant health organisations or to the suppliers of medications or therapeutic goods or devices. 3) A relevant health organisation must not offer financial inducements or gifts in return for client referrals from other relevant health organisations or health practitioners. 4) A relevant health organisation must not provide services and treatments to a client unless they are designed to maintain or improve the client s health or wellbeing. 7 – Clients not to be misinformed 1) A relevant health organization must not engage in misinformation or misrepresentation about: a) the products or services the organisation provides, or b) the qualifications, training or professional affiliations of the organisation’s employees. 2) A relevant health organisation must provide truthful information about the qualifications, training or professional affiliations of the organisation’s employees if a client asks for information about the matters. 3) A relevant health organisation must not make claims, directly or in advertising or promotional material, about the efficacy of treatment or services provided if the claims cannot be substantiated. 8 – Confidentiality of client health information A relevant health organisation must have appropriate policies and procedures in place to ensure the health information of the organisation’s clients is kept confidential and the privacy of the organisation’s clients is protected, including by complying with relevant legislation. Example: A relevant health organisation may have obligations under the Health Records and Information Privacy Act 2002 and the Privacy Act 1988 of the Commonwealth. 9 – Storage and supply of medicines 1) A relevant health organisation must have appropriate policies and procedures in place to ensure the following is carried out in accordance with relevant legislation: a) the storage of medicines b) the supply and administration of medicines c) the keeping of records about the storage, supply and administration of medicines. Example: A relevant health organisation may have obligations under the Poisons and Therapeutic Goods Act 1966. 10 – Display of code of conduct and other information 1) A relevant health organisation must display the following documents: a) this code of conduct b) a document in the approved form that contains information about how clients may make a complaint to the Health Care Complaints Commission. 2) The documents must be displayed a) at all premises at which the relevant health organisation provides health services, so that the documents are easily visible to clients entering the premises, or b) if the relevant health organisation has a website on the website. 

• Ensure that we have a private, quiet, dedicated place for our meeting

• Make sure that we have all that we need at our fingertips, for example: notes, books, pad, pen, and water

• Reduce distractions where possible; devices irrelevant to the session, members of the household, and any other distractions

• Have had a few minutes to prepare ourselves before meeting, so that we are relaxed and focused; no rushed and scattered thoughts

• Consider this a normal appointment, the same as if visiting a Physician, Specialist, or other healthcare professional in their office. Consider the norms and extend the same courtesy to me.