Clinic Policies
An appointment with a practitioner is a commitment on your part to purchase that practitioner's time, and other resources. This commitment is in effect unless appropriate cancellation of the appointment is made by you.
When you make an appointment for one of our services, we reserve that time, and a therapist to provide you with those services. We do not sell those resources to anyone else because you have committed to purchasing those resources.
In our commitment to provide a unique and outstanding experience to all our patients and out of consideration for our practitioner’s time, we have adopted the following policies:
CANCELLATIONS & REFUNDS
Acupoint Health aims to provide a punctual and professional service. We therefore require that you provide a minimum of 48hours notice if you wish to cancel or reschedule your appointment. A cancellation fee is a sum of money charged to a customer who has enlisted Acupoint Health services through booking of allocated appointment time but failed to complete their end of the agreement.
If less than 48hours notice is provided for non-emergency cancellations, a fee of 40% of the full treatment cost will be incurred. Where a cancellation deposit has been taken at initial booking this fee will be paid using the deposit and any outstanding amounts invoiced. Where no deposit is held by the patient the following may apply: the cancellation fee payment will be charged to your nominated credit card or the cancellation fee invoiced to you. Outstanding invoices from cancellation fees is required to be paid within 7 days of invoice. Alternatively, if you know someone who may be willing to take your appointment, referrals are welcome and there will be no charge if the appointment is filled. The 40% cancellation fee is to cover the practitioners time to make the appointment, reschedule future appointments, travel time, preparation for appointment time including set up, laundry, preparing items for treatment, reading and research relating to case, re-booking other patients into cancelled appointment, generate invoice and payment of cancellation fee.
Late cancellations on the day of appointment and ‘no-shows’, a fee 100% of full treatment cost will be invoiced to you and is required to be paid within 7 days. The 100% fee is to cover lost expected income, the practitioners time to make the appointment, reschedule future appointments, travel time, preparation for appointment time including set up, laundry, preparing items for treatment, reading and research relating to case, re-booking other patients into cancelled appointment, generate invoice and payment of cancellation fee and the difficulty of fulfilling an appointment that is cancelled at the last minute or if a no show occurs. Cancellation fees are courtesy payments, thus they cannot be claimed through your private health fund insurance. A receipt for payment will be provided.
In the event of illness it will be the discretion of the practitioner whether this fee is waivered. If you are too unwell to attend your appointment, please provide a medical certificate. In many instances, an acupuncture treatment when you are unwell will be beneficial to your recovery. Please note that as a registered practitioner, Acupoint Health can issue a Medical Certificate to you if you require time off work to attend your appointment. We will offer one rescheduled time within 7 days of cancelled appointment.
In the event of an emergency or natural disaster the cancellation fee may be waivered. If you are unsure whether you will be able to attend appointments please arrange a booking on the same day that you are able to attend an appointment, and if possible, we will see you.
The cancellation policy is in place to ensure that each patient has a fair chance of getting their preferred treatment day and time. We simply ask that you respect the time of your practitioner and other patients and make it a priority to be organised with your appointments. It is your responsibility to wear the consequences of changes to your schedule so please act with integrity.
If a patient cannot keep an appointment with us, it is expected that notice is given as soon as possible by calling the practice and leaving a message if after hours.
It is the responsibility of the patient to fully express session expectations prior to the start of the session. Therapists will devise or revise session plan to meet those stated expectations if they are made prior to the start of a session.
No refunds will be given for Book of 5 or 10 bulk sessions paid, or Gift Certificates purchased.
No refund shall be made for services provided.
INFORMED CONSENT
Prior to each session, the treatment plan will be discussed with you; this is to make sure that the patient and practitioner are both working for the same goal. Prior to your first visit with us you will required to complete a patient health form, and will be asked to sign the consent form stating that you have read the information, understand it, and agree to comply with the professional policies and procedures of acupoint health. Patients whom we have not seen for at least a year will also be asked to fill out this form.
SCOPE OF PRACTICE
Any person who wishes to practise acupuncture and/or Chinese herbal medicine or offer Chinese herbal dispensing services in Australia using any of the protected titles must be registered from 1 July 2012. Acupuncturist are licensed professionals and held to the highest standards of the Chinese Medicine Board of Australia and follow their Code of Conduct and Guidelines. Acupuncturist are registered with the Australian Health Practitioner Regulatory Agency (APHPRA), Chinese Medicine Board of Australia (CMBA) and a current member of an association. I am currently registered with APHRA,CMBA and a member of the Australian Acupuncture and Chinese Medicine Association (AACMA). As required, pre-sterilized, disposable, single-use needles are used to ensure your complete safety.
EXISTING & NEW MEDICAL CONDITIONS
It is the responsibility of the patient to keep the therapist informed of any medical treatment or medications currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the treatment session may be continued. The patient must also keep the therapist informed of any changes in health conditions, if you don’t tell us we won’t know.
SICKNESS
It is recognised that both practitioners and patients are vulnerable to infections and ask patients to reschedule appointments if you have any contagious illnesses and we will do the same for you. Please phone the practitioner to determine if rescheduling is the best option as on occasion treatment with acupuncture while unwell can help with decreasing symptoms and recovery.
RESPECT FOR PATIENT NEEDS & BOUNDARIES
The patient may choose to: leave on as much clothing as needed for comfort, refuse any treatment methods, stop treatment at any time and is free to leave; the therapy door is never locked. The patient will always be modestly draped, to their comfort levels. We ask that you advise if you feel too hot, too cold or uncomfortable at any time during the treatment.
Occasionally, an emotional response to the treatment occurs. If this happens, it is ok to express the feelings in our safe, nonjudgmental environment – or you may request privacy and end the session. You are in control.
We do not treat anyone under the age of 16 without signed intake form from parent/legal guardian. Parent must be present for first session and must be the one to schedule the appointment(s) after the first session. Parent/legal guardian must be present in the room for anyone under the age of 13.
We have the right to refuse service and the practitioner or patient may end the session at any time. If practitioner ends the session due to Sexual Misconduct full payment is due. If the practitioner feels at any point their safety is compromised, the session will be stopped immediately, and authorities may be called and full payment is due.
SEXUAL MISCONDUCT
Sexual interaction or discussion of any kind between the patient and the therapist is NEVER appropriate.
Requests for sexual activity will not be tolerated, will be viewed as solicitation, and reported to the proper authorities if the therapist chooses. The patient will not be rescheduled if this occurs.
Sexual misconduct is forbidden. The patient understands that any illicit or sexually aggressive remarks, advances or gestures will result in the immediate termination of the session and patient will be liable for full payment of the scheduled appointment.
CONFIDENTIALITY
Your identity will be protected at all times and, if necessary, any identifying information will be altered to protect your privacy. A record will be kept of the health services provided to you. This record will be kept confidential and will not be released to others unless so directed by you via written consent or unless law requires it.
All conversations of a personal / professional nature are deemed to be confidential and as such shall not be shared. Furthermore, no patient information shall be passed on to third parties for marketing or research purposes.
The practitioner is legally obligated to supersede confidentiality to relevant organisations and authorities if they become aware of current child abuse or neglect, threats to harm or kill another individual and serious threat of suicide involved with your case.
You may request to look at your treatment / medical records at any time, given sufficient notice, and can request a copy of it by paying the appropriate fee.
Patient understands that all of the patient’s records and lab reports is kept confidential and will not be released without the patient’s written consent, with the exception of the following entities who may have access to any of the patient’s records or lab reports without the patient’s written consent:
1. The acupuncture clinic of Ann Burns-Hutchison, including all clinical and administrative staff members.
2. Government authorities, law enforcement or medical authorities in an emergency, in response to court order or when required by federal, state, or local law.
OTHER
If patient becomes pregnant or believes that she might be pregnant while undergoing treatment at the clinic of Acupoint Health, the patient must immediately discontinue all herbal medicine dispensed by the acupuncturist and the patient must immediately notify the practitioner.
The practitioner shall exercise judgment in the patient’s best interest during the course of treatment. However, the desired results are not guaranteed.
Patient agreed to pay in full at the time of service or whenever billed for all services rendered, all purchases of products, any service-related or appointment-related surcharges, and any charges, fees, or expenses which our clinic may incur at any time due to or on behalf of the patient. Payment for acupuncture, TCM Remedial Massage or any services rendered is not refundable regardless of any reason.
Patient understands that if patient falsifies any information in any forms, refuses to sign all forms, refuses to comply with our clinic policies, or for any other reasons which deemed as inappropriate and unacceptable conduct, we reserve our right to deny all appointments and services to the patient.
Acupoint Health
Creating Health using Acupuncture and Chinese Medicine
