Clear information before psychological care begins

Heartland Health provides psychological therapy, psychological assessment and related professional services.

Depending on the reason you are attending, this may include consultation, formulation, treatment planning, psychological intervention, assessment, parent or carer support, recommendations and review.

Your psychologist will discuss the proposed service with you, including its purpose, what it may involve, relevant risks or limitations, and reasonable alternatives where appropriate. No particular therapeutic or assessment outcome can be guaranteed.

What you discuss with your psychologist is generally treated as confidential.

There are circumstances where information may be shared, including when you have authorised it, where it is reasonably required for coordinated care, or where disclosure is required or authorised by law. Information may also need to be disclosed in response to particular safety concerns or lawful requirements.

Where appropriate and practicable, your psychologist will discuss an intended disclosure with you.

With your consent, Heartland Health may communicate with a nominated GP, paediatrician, psychiatrist or other treating professional where this is reasonably useful for coordinated care. Only information reasonably relevant to the purpose of the communication will generally be shared.

If broader or ongoing information exchange is needed, Heartland Health may ask you to complete a Release of Information form through the secure client portal. You can change or withdraw consent for future consent-based information sharing.

Heartland Health keeps clinical and administrative records using professional practice and assessment systems. Splose is the primary practice-management and clinical-record system. Other systems may be used for psychological assessment, communication and clinical documentation.

See the Privacy Policy for detailed information about information collection, technology, overseas processing, retention and privacy rights.

Heartland Health may use AI-assisted technology to support clinical or administrative work, including clinical notes, assessment documentation, reports, correspondence and treatment or support planning.

AI does not replace professional psychological judgement or decision-making. Heartland Health remains responsible for reviewing and editing clinical documentation before it is adopted or relied upon.

Where technology involves recording or transcription of a clinical interaction and specific consent is required, the process will be explained before use. Clients can decline optional recording or transcription without that decision, by itself, preventing them from receiving other appropriate psychological care.

Professional supervision and consultation are part of safe psychological practice.

Clinical work may be discussed with an appropriately qualified supervisor or professional colleague for purposes such as reflection, treatment planning, assessment interpretation, professional development or ethical decision-making. Identifying information is limited where reasonably practicable.

Heartland Health may communicate by email, SMS, the secure client portal and other appropriate practice systems. These channels are mainly used for appointments, forms, invoices, practice information and reasonable care-related communication.

Ordinary email has privacy and security limitations. More sensitive information may be exchanged through the secure client portal or another appropriate method where practical. Messages are not continuously monitored and should not be used for urgent or crisis support.

Psychological services may be provided in person or by telehealth where appropriate. Telehealth involves additional considerations such as privacy at your location, technology reliability and what will happen if a connection fails. Suitability can change over time.

See Telehealth & Digital Services for more detail.

Children and young people should be involved in decisions about their psychological care in a way that suits their age, understanding and circumstances. For many younger clients, a parent or guardian will provide consent and be involved in care.

In some circumstances, a person under 18 may be able to make their own informed decision about receiving psychological services. Where this applies, Heartland Health will consider whether the young person understands the proposed service, the main benefits and possible difficulties, reasonable alternatives, confidentiality and its limits, and can make and communicate the decision voluntarily.

Privacy and parent/carer involvement are considered individually rather than applying one fixed age. A parent or carer is not automatically entitled to every detail discussed by a young person who can make their own informed decisions. Safety, legal requirements and the individual circumstances still apply.

Where a young person is consenting independently, Heartland Health uses a separate Young Person’s Consent to Psychological Services process.

You can ask questions, request clarification, raise concerns, discuss changes to your care or withdraw consent to continue psychological services.

Declining a particular optional technology or asking to reconsider an aspect of care does not, by itself, prevent you from receiving other appropriate psychological services.

If a different consent process is needed — for example psychological assessment, certain recording or transcription, or independent consent by a young person — this will be discussed with you.

Current therapy fees and cancellation arrangements are listed on the Fees & Funding page. Heartland Health does not bulk bill.

Psychological assessment has a separate assessment process, indicative fee range and Psychological Assessment Information & Agreement. Psychological assessment is ordinarily privately funded. Current assessment fee ranges and arrangements are available on the Fees & Funding and Psychological Assessment pages.

See Fees & Funding and Psychological Assessment for current information.