Terms of services:
This document outlines the terms and conditions of Broadleaf: Holistic Nurse Practitioner Services as well as your rights and responsibilities as the client and/or primary carer in relation to information security, access and confidentiality as well as obligations regarding fees, cancellations and rebates. In these terms and conditions ‘we’, ‘us’, ‘our’ or ‘Broadleaf’ refers to ‘Broadleaf: Holistic Nurse Practitioner Services’.
Personal Information:
All information obtained during sessions are kept confidential and secure, except when:
(1) It is subpoenaed by a court;
(2) Failure to disclose the information would place you or another person at risk of harm; or
(3) Your prior approval has been obtained to:
(a) Provide a written report to another professional or agency – e.g., to a lawyer; or
(b) Discuss the material with another person – e.g., a parent or school counsellor.
If you claim rebates from funding bodies, doctors and health practitioners may be required to provide summary reports to referring doctors, specialists and/or agencies regarding your progress. Health research using de-identified data may be undertaken by Broadleaf: Holistic Nurse Practitioner Services, by funding bodies which you consent to as a client of this clinic.
Consent to contact your General Practitioner
This agreement signifies your consent for Broadleaf to collaborate with your General Practitioner. This collaboration will involve updates on your symptoms’ evolution, progress and your intention to engage in therapy and treatment. We will also ask you if you will provide verbal consent for Broadleaf to share your recovery plan with a support person of your choice/other people in your care team e.g a Psychologist or NDIS support worker. Broadleaf has found it is helpful to include these people in the loop with information regarding your recovery. However, Broadleaf will respect whatever decision you feel is best for you in this regard. Confidentiality is paramount in my practice, and outside these circumstances (aside from those involving direct risk to yourself and others), Broadleaf will not share additional information without securing further specific consent from you.
Use of AI in Record Keeping
Broadleaf uses artificial intelligence (AI) to assist with recording clinical notes. Currently, Broadleaf uses an AI program called Bubbles.
How Bubbles Keeps Your Information Safe
According to Bubbles, the following measures are in place to protect your data and ensure your information remains secure:
Secure storage: All information and recordings are stored on trusted, high-security systems used by major organisations worldwide.
Data protection: All data is protected with advanced digital encryption, ensuring it remains private and unreadable to anyone outside of Bubbles.
Restricted access: Only a small number of authorised Bubbles team members can access data when necessary for support purposes, and they are bound by strict confidentiality agreements.
Backups and reliability: Bubbles routinely backs up information and maintains systems to recover data in the event of an unexpected issue.
You can find out more at https://bubbles.secureframetrust.com/
Information Security and Access:
Personal information about you is collected to enable your treatment. All notes taken during your treatment and all
communications relating to your treatment become a part of your clinical records.
Your clinical records are stored electronically in your client file, which you consent to as a client of this clinic. For clients who are being seen privately, in your Patient Personal Health Record, you will have access to your reports, therapy worksheets and other information from your clinical file that your Nurse Practitioner wishes to share with you.
As a client of Broadleaf, you have a general right to access your records (subject to some exceptions which mainly relate to privacy, health or legal considerations) and you can request access to your records. Your request must be made in writing to Broadleaf, after which your request will be discussed with you. For clients who are 18 years or over, we are required to store your personal information for seven years after ceasing engagement with your treating Broadleaf. If you were under 18 at the time of commencing services with Broadleaf, we are required to store your personal information until you are age 25.
Confirming Appointments:
Time and Punctuality:
Your session will last the scheduled amount of time you booked in, which is 50 minutes. If you are late, your consultation will usually still finish at the scheduled completion time, to be fair to your treating Nurse Practitioner and the clients with sessions after yours. You will also still be charged for the full consultation.
Cancellation and No-show Policy:
Broadleaf has a cancellation policy in place to ensure that adequate time is provided for another client to access the service if the initial client cannot attend their appointment. As an independent practitioner, Broadleaf needs to also ensure that their time is accounted for.
Broadleaf understands an emergency may arise and you may not be able to attend your session as planned.
You can reschedule or cancel your appointment no less than 48 hours before your appointment (business hours Monday to Thursday) through emailing Broadleaf: Holistic Nurse Practitioner Services at: broadleaf.hnp.services@gmail.com.
With less than 48 hours notice to cancel your appointment (business hours Monday-Thursday), the full fee of the appointment will be charged.
If you are late for your appointment, your Nurse Practitioner will continue to try to connect to you (via phone) for at least 10 minutes after your scheduled appointment time. After this, it will be considered a ‘No Show’ and the full gap fee of your appointment will be charged.
In case of serious illness or other extenuating circumstances, no-show fee may be reviewed at Broadleaf’s discretion.
Thank you for your understanding and respect of the cancellation and no-show policy.
Service Fees:
Fees will be automatically debited at the time of your scheduled appointment. Payments accepted include credit/debit card. Your payment information will need to be gathered from you prior to making your first appointment and will be entered securely into Halaxy.
All medicare rebates will be processed at the time of your scheduled appointment. Your Medicare details will need to be gathered from you prior to making your first appointment and will entered securely into Halaxy
Unless if specified by Broadleaf for particular services, you will not be issued with an invoice for your initial assessment, standard sessions or for bulk billing. However, deductions for session payments and medicare rebates will be available on your bank account. You can login to Medicare via your My Gov account for information on your medicare rebates. You can also sign up to join the Halaxy portal to view all of your invoices. If you would like to have access to a personal portal on Halaxy please let Broadleaf know. More information about the patient portal on Halaxy can be found here:
https://support.halaxy.com/hc/en-au/articles/1500000076901-Intro-to-Halaxy-for-Patients
By signing this agreement, you are agreeing to Halaxy’s Terms and Conditions. These can be on their website https://www.halaxy.com/article/terms-consumer
Please note that out of pocket expenses (gap fees) do not apply for clients under the NDIS, Victims of Crime or those under a specific Aged Care Package.
Online Medicare Rebates Claiming:
Broadleaf provides care coordination, clinical support and case management between formal consultations when clinically appropriate. This may include, but is not limited to:
- Email and telephone support
- Reviewing and updating care plans
- Writing prescriptions
- Communicating with your healthcare team
- Reviewing therapy exercises, questionnaires and assessment results
- Clinical case reviews
- Scheduling or rescheduling appointments where clinical input is required
Where these services meet Medicare requirements, Broadleaf may bulk bill Medicare to cover the time spent providing your care.
By signing this agreement and providing your Medicare details, you consent to Broadleaf assigning your Medicare benefit (“Assignment of Benefit”) to Broadleaf for eligible bulk-billed services provided outside of your initial assessment or standard consultation where a gap fee applies. This means the Medicare benefit is paid directly to Broadleaf, and you will not incur an out-of-pocket expense for those eligible services.
Each bulk-billed service will appear on your Medicare claims history as an occasion of service.
Broadleaf uses secure online Medicare claiming through Halaxy. Where a Medicare rebate applies to a consultation for which you have paid a fee, your rebate is submitted electronically on your behalf, removing the need for you to lodge a separate claim with Medicare. Medicare will generally deposit your rebate directly into your nominated bank account within approximately 24–48 hours (processing times may vary).
To minimise unnecessary administration and maximise time available for client care, Broadleaf will not routinely contact you each time an eligible between-session service is bulk billed. In most cases, the reason for the service will be self-evident, as it will relate to direct clinical care you have received (for example, a telephone call, email correspondence, prescription, or care coordination).
If you would like further information about any Medicare claim submitted on your behalf, please contact Broadleaf and we will be happy to explain the service provided.
Children:
Broadleaf works with children. Broadleaf does their best to be open and communicative with a child’s parent/guardian, however cannot disclose personal or sensitive information if the child does not provide explicit permission (verbal or written) to do so. If there is any risk of harm to self or others, this will be disclosed to the parent in a timely manner.
Online session as an alternative to face to face:
If you are unable to have your session face-to-face for any reason (e.g you cannot attend the appointment face to face or Broadleaf is unable to do so), your session will be online (i.e., phone session or video conference). This alternative will allow you to keep continuity in your treatment.
Broadleaf´s Responsibilities to you:
Broadleaf’s Nurse Practitioner will aim to:
- Provide the service as advertised
- Be open and honest about how they can help
- Be polite and respectful
- Respect your values and beliefs
- Assist you to make informed choices
- Protect you from violence, abuse or discrimination
- Provide joint decision making about the services and support offered
- Listen to feedback and resolve any issues
- Keep information confidential and secure
- Minimise conflict between you and the organisation
- Abide by all relevant legislation
- Review how the service is working for you
- Accept complaints and feedback
- Implement any suitable changes as a result of feedback
As a company, Broadleaf will aim to:
- Resolve all escalated concerns in a timely manner
- Ensure you receive invoices/receipts
- Ensure your Medicare rebate is paid (if applicable)
- Abide by all relevant legislation
- Accept complaints and feedback
- Implement suitable changes as a result of feedback
Broadleaf reserves the right to discontinue care with the client at any point if they feel this is appropriate. Broadleaf wherever possible, will endeavour to provide the client with referral pathways as well as short- and long-term treatment plans and recommendations.
Complaints and Feedback
At Broadleaf: Holistic Nurse Practitioner Services, we are committed to providing safe, respectful and high-quality care. We welcome feedback from our clients, as it helps us continually improve our services.
If something hasn’t met your expectations, we encourage you to let us know. Wherever possible, we aim to resolve concerns promptly, respectfully and collaboratively.
How to provide feedback or make a complaint
You can contact Broadleaf by:
Email: broadleaf.hnp.services@gmail.com
Please include:
- Your name and contact details
- A description of your concern
- The outcome you are seeking (if known)
We aim to acknowledge your complaint within two business days and will work with you to investigate and respond as promptly as possible.
If you are not satisfied
If you are not satisfied with the outcome of your complaint, or you would prefer to make your complaint to an independent organisation, you may contact:
Health Care Complaints Commission (NSW)
The HCCC manages complaints about health service providers in New South Wales.
Australian Health Practitioner Regulation Agency (AHPRA)
AHPRA manages concerns about the conduct, performance or health of registered health practitioners.
Making a complaint will not affect your right to receive respectful, appropriate healthcare.
Thank you for helping us continually improve the care we provide.