Policies, Terms and Consent

Clear information about your rights, responsibilities and our services

Pop’In Health & Recovery is committed to providing safe, respectful, transparent and person-centred services.

This page explains the policies, terms, agreements and consent documents that may apply when you:

• Use our website

• Contact our administration team

• Book an appointment

• Receive Nurse Practitioner healthcare

• Receive Psychosocial Recovery Coaching

• Receive NDIS Support Coordination

• Participate in telehealth

• Ask us to communicate with another person or provider

• Consent to AI-assisted clinical documentation

• Enter into an ongoing NDIS service arrangement

• Provide personal, health or disability information

Different documents serve different purposes. Some provide general information, some set out the conditions of using a service and others record your consent for a specific activity.

Please select the document relevant to your enquiry or service below.

Our Practice and Professional Responsibilities

Pop’In Health & Recovery brings together two clearly defined but connectable service pathways.

Nurse Practitioner Healthcare

Elita provides independent Nurse Practitioner healthcare, including assessment, clinical decision-making, treatment planning, medication management, investigations, referrals and follow-up within her professional scope.

All clinical assessments, diagnoses, prescribing decisions, treatment decisions, pathology requests, referrals and clinical follow-up remain Elita’s independent professional responsibility.

Recovery and NDIS Support

Ben provides Psychosocial Recovery Coaching, NDIS Support Coordination, recovery planning, capacity building, service navigation and practical implementation support.

Ben does not diagnose health conditions, prescribe medicines, alter clinical instructions or represent recovery services as medical treatment, psychology or psychotherapy.

Working Together

You may access either practitioner independently.

Where coordinated support would benefit you, information may be shared between practitioners where:

• It is relevant to your care or support

• There is an appropriate legal basis

• Your consent has been obtained where required

• Only the information reasonably necessary for that purpose is shared

Clinical healthcare and recovery or NDIS support remain separate professional services, with clearly identified appointments, responsibilities, records and fees.

Which Document Applies?

Booking, Fees and Cancellation Policy

This policy explains how appointments work, how to select the correct consultation, payment requirements, cancellations, late attendance, non-attendance and what happens when more time or another service is required.

Read this before booking any appointment.

Button: Read the Booking, Fees and Cancellation Policy

Patient Terms and Conditions

These terms explain the general legal and service relationship between Pop’In Health & Recovery and people receiving Nurse Practitioner healthcare, private recovery coaching or other privately funded services.

Read these terms when booking or receiving a Pop’In service.

Button: Read the Patient Terms and Conditions

Privacy and Health Information Policy

This policy explains how Pop’In collects, holds, uses, protects and discloses personal, health, disability and billing information.

Read this policy for detailed information about how we manage your information.

Button: Read the Privacy and Health Information Policy

Privacy Collection Notice

This notice provides a shorter explanation of what happens to your information when you complete a form, make a referral, contact us or register for a service.

This notice is displayed at or near the time your information is collected.

Button: Read the Privacy Collection Notice

Information Sharing Consent

This consent allows you to nominate the people, providers or organisations with whom Pop’In may exchange relevant information.

Complete this when you want us to communicate with another person or service.

Button: Read About Information Sharing Consent

Telehealth and Virtual Care Consent

This document explains telehealth, privacy, identity checks, technology requirements, emergency arrangements, connection failures and the limitations of virtual care.

Complete this before receiving a telehealth service.

Button: Read the Telehealth and Virtual Care Information

AI-Assisted Documentation Consent

This consent explains how an approved AI-assisted documentation tool may be used to help prepare draft consultation notes.

This only applies where an AI-assisted documentation tool will be used.

Button: Read About AI-Assisted Documentation

Complaints, Feedback and Patient Rights Policy

This policy explains how to provide feedback, raise a concern or make a complaint about healthcare, recovery, NDIS, privacy, billing or administration.

You may make a complaint without being disadvantaged for doing so.

Button: Read the Complaints and Feedback Policy

NDIS Service Agreement

This is an individual agreement between the participant or their authorised representative and the provider delivering ongoing NDIS services.

This applies to NDIS-funded Psychosocial Recovery Coaching, Support Coordination and other agreed NDIS services.

Button: Read About NDIS Service Agreements

Website Terms of Use

These terms apply when you access or use the Pop’In website.

They explain website information, external links, intellectual property, acceptable use and the limitations of general online information.

Button: Read the Website Terms of Use

Booking, Fees and Cancellation Policy

What this policy covers

Our Booking, Fees and Cancellation Policy explains:

• How appointment times work

• How to select the correct practitioner

• How to select the correct appointment type

• New-patient and follow-up consultations

• Multiple or complex concerns

• Consultation durations

• Fees and payment timing

• Medicare and private billing arrangements

• NDIS-funded services

• Late attendance

• Cancellations and rescheduling

• Non-attendance

• Telehealth connection difficulties

• Reports, letters and documentation

• What happens when the booked appointment is unsuitable

• What happens when more time is needed

• Services outside Pop’In’s scope

• Emergency and crisis limitations

Appointment selection

Every appointment has a defined:

• Practitioner

• Purpose

• Duration

• Fee

• Funding pathway

• Scope of service

Your booking reserves a specific amount of time for the service selected.

A brief consultation is intended for a focused matter and is not simply a lower-cost version of a comprehensive consultation. New patients, multiple concerns, significant changes, complex histories or detailed documentation may require a longer appointment.

Where your needs cannot be safely or reasonably addressed within the time booked, the practitioner may:

• Prioritise the most important concern

• Recommend a longer appointment

• Arrange a separate follow-up

• Ask you to book a different consultation

• Recommend another practitioner or service

• Ask you to provide further records

• Refer you back to our administration team

Appointments cannot always be extended on the day because another person may be booked immediately afterwards.

Outcomes are not guaranteed

The consultation fee is for the practitioner’s time, assessment and professional service.

Booking or paying for an appointment does not guarantee:

• A prescription

• A repeat prescription

• A particular medicine

• A particular treatment

• Pathology or imaging

• A referral

• A medical certificate

• A report supporting a requested outcome

• NDIS funding

• A plan change

• Approval by a third party

Button: View the Full Booking, Fees and Cancellation Policy

Patient Terms and Conditions

What these terms cover

The Patient Terms and Conditions govern privately funded and healthcare services provided through Pop’In Health & Recovery.

They explain:

• The identity of the business providing the service

• The practitioner responsible for each service

• The professional scope of Elita and Ben

• Service eligibility and suitability

• Your responsibility to provide accurate information

• Appointment and payment requirements

• Communication expectations

• Telehealth limitations

• Reports, certificates and forms

• Prescriptions and referrals

• Respectful behaviour

• Privacy and records

• Complaints

• When a service may be declined, paused or ended

• Transfer or referral to another provider

• Changes to the terms

• Your rights under Australian consumer law

Professional independence

Elita retains independent authority over all clinical, diagnostic, treatment, prescribing, pathology and referral decisions.

Ben cannot direct, influence or guarantee a clinical or prescribing outcome.

Likewise, Elita’s clinical role does not automatically include NDIS Support Coordination or management of a participant’s NDIS plan.

Your responsibilities

When receiving services through Pop’In, you are expected to:

• Provide accurate and complete information

• Tell your practitioner about relevant changes

• Provide current medication and allergy information where applicable

• Attend from a safe and private location

• Treat practitioners and staff respectfully

• Pay applicable fees

• Follow agreed booking and cancellation requirements

• Seek emergency assistance when immediate care is required

• Ask questions when information is unclear

• Inform us when you no longer wish to continue a service

Ending or declining a service

Pop’In may decline, pause or end a service where:

• The request is outside the practitioner’s scope

• Telehealth is not suitable

• Emergency or hospital care is required

• Specialist care is required

• Necessary information is unavailable

• Continuing the service would be unsafe

• There is a serious breakdown in the professional relationship

• There is threatening, abusive or unsafe conduct

• Fees remain unpaid after reasonable attempts to resolve the matter

• A conflict of interest cannot be appropriately managed

Where appropriate and safe, we will explain the decision and provide information about alternative services or continuity arrangements.

Button: View the Patient Terms and Conditions

Privacy and Health Information Policy

How we manage your information

Pop’In may collect personal, health, disability, financial and service information required to:

• Respond to an enquiry

• Assess service suitability

• Arrange appointments

• Provide healthcare

• Provide recovery or NDIS services

• Maintain records

• Coordinate care with consent

• Process payments and claims

• Communicate with Medicare, plan managers or authorised parties

• Meet legal, regulatory, insurance and professional requirements

• Manage complaints, incidents and safety concerns

• Improve service quality and administration

Information collected may include:

• Your name and contact details

• Date of birth

• Identity details

• Medicare information

• NDIS information

• Health history

• Diagnoses and symptoms

• Medicines and allergies

• Pathology and investigation results

• Disability and functional information

• Recovery goals

• Risk and safety information

• Provider and support-network details

• Payment and invoice information

• Appointment records

• Communications and uploaded documents

How information may be shared

Information may be disclosed where:

• You have provided consent

• Disclosure is reasonably necessary to provide the service

• It is required or authorised by law

• It is necessary to prevent or lessen a serious threat where legally permitted

• It is required for Medicare, NDIS, billing or regulatory purposes

• It is provided to an approved service provider supporting our operations

Depending on the service and your consent, relevant information may be exchanged with:

• Your general practitioner

• Specialists

• Pharmacists

• Pathology and imaging providers

• Hospitals

• Allied-health practitioners

• Community mental health services

• NDIS providers

• Plan managers

• Nominees, guardians or authorised representatives

• Insurers, regulators or government bodies where required

• Approved technology and administrative service providers

Access and correction

You may request access to personal information held about you or ask that inaccurate information be corrected.

Some legal or professional limitations may apply. Where access cannot be provided in full, we will explain the reason where permitted.

Privacy complaints

You may contact Pop’In if you have questions or concerns about the handling of your information.

The full policy explains how to make a privacy complaint and the available external complaint pathways.

Button: View the Privacy and Health Information Policy

Privacy Collection Notice

Information provided when we collect your details

When Pop’In collects your personal or health information, we will take reasonable steps to tell you:

• Who is collecting the information

• Why it is being collected

• Whether collection is required or optional

• What may happen if the information is not provided

• The types of people or organisations it may be shared with

• How to access or correct your information

• How to make a privacy complaint

• Where the full Privacy and Health Information Policy can be found

• Whether information is likely to be disclosed or processed overseas

A collection notice may appear:

• On an online enquiry form

• On a referral form

• During patient registration

• During NDIS intake

• Near a document-upload field

• In a Cliniko form

• In a consent form

• Before an AI-assisted documentation tool is used

Short collection notice

Pop’In Health & Recovery collects personal, health and disability information to respond to enquiries, assess service suitability, arrange appointments, provide services, maintain records, process payments and communicate with authorised people and services. Please read our Privacy and Health Information Policy for details about access, correction, information sharing and complaints.

Button: View the Full Privacy Collection Notice

Information Sharing Consent

Sharing information with your permission

Pop’In may need to communicate with other people or services involved in your healthcare, recovery or NDIS supports.

Where consent is required, you can specify:

• Who we may contact

• Who may receive information

• What information may be shared

• Why the information may be shared

• Any limits or exclusions

• How long the consent applies

• Whether verbal or written communication is permitted

• Whether reports or documents may be sent

• Whether Ben and Elita may exchange relevant information

Your consent should be specific enough for you to understand what you are agreeing to.

A general consent does not give every person unlimited access to all your records.

Withdrawing consent

You may generally withdraw optional information-sharing consent by contacting Pop’In.

Withdrawal applies from the time it is received and does not reverse information that was lawfully shared before consent was withdrawn.

Legal, safety, mandatory reporting and record-keeping exceptions may apply.

Working with support people

Where a family member, carer, advocate, nominee, guardian or support person is involved, we may need to confirm:

• Their identity

• Their authority

• Your consent

• The limits of their role

• Whether they may receive information

• Whether they may make decisions on your behalf

Button: View the Information Sharing Consent

Telehealth and Virtual Care Consent

Before using telehealth

Pop’In provides many services through secure video or telephone appointments.

Telehealth can improve access to care but may not be suitable for every concern.

Before participating, you will receive information about:

• How the appointment will be delivered

• The practitioner providing the service

• Appointment fees

• Privacy and confidentiality

• Identity verification

• Your current physical location

• Technology requirements

• Connection failures

• Support people and interpreters

• Emergency arrangements

• The possible need for face-to-face assessment

• Record keeping

• Information sharing

• The limitations of remote assessment

Your responsibilities during telehealth

You should:

• Join from a reasonably private and safe location

• Use a suitable device and internet connection

• Ensure your camera and microphone work where video is required

• Provide a current contact number

• Confirm your physical location when asked

• Have relevant medication or documentation available

• Tell the practitioner when another person is present

• Avoid driving or operating machinery

• Seek emergency care rather than waiting for a telehealth appointment where urgent assistance is required

When telehealth may not be suitable

A practitioner may recommend face-to-face, emergency, hospital or specialist assessment when:

• A physical examination is required

• The connection is inadequate

• Identity or location cannot be confirmed

• Privacy cannot be maintained

• The person’s condition cannot be safely assessed remotely

• Immediate intervention is required

• The service is outside the practitioner’s scope

No guarantee of prescribing

A telehealth appointment does not guarantee that a medicine, prescription, referral, certificate, investigation or particular treatment will be provided.

Button: View the Telehealth and Virtual Care Information and Consent

AI-Assisted Documentation Consent

How AI-assisted documentation may be used

Where approved by the practitioner and accepted by you, Pop’In may use an AI-assisted documentation tool to help prepare a draft note from the consultation.

The tool does not replace the practitioner’s professional judgement.

The practitioner remains responsible for:

• Reviewing the generated content

• Correcting errors

• Removing irrelevant information

• Ensuring the final note accurately reflects the consultation

• Making all clinical or professional decisions

• Approving the final record

Before giving consent

You will be informed about:

• The name or type of tool being used

• What information it processes

• Whether audio is temporarily captured

• Whether audio is retained

• Where information may be processed or stored

• How access is controlled

• The role of the practitioner in reviewing the note

• How to ask questions

• Your right to decline where its use is optional

Declining AI-assisted documentation

You may decline optional AI-assisted documentation.

Where you decline, the practitioner may take notes using another approved method.

Declining optional AI-assisted documentation will not, by itself, prevent you from accessing the underlying appointment or service.

No unauthorised recording

Patients, participants, support people, practitioners and staff must not record an appointment without the knowledge and agreement of everyone whose consent is required.

Button: View the AI-Assisted Documentation Consent

Complaints, Feedback and Patient Rights

Your right to speak up

You have the right to:

• Ask questions

• Provide feedback

• Raise a concern

• Make a complaint

• Use an advocate or support person

• Request communication adjustments

• Be treated respectfully

• Receive information about the complaint process

• Escalate a complaint externally

• Continue receiving safe services without retaliation where ongoing service remains appropriate

A complaint may relate to:

• Healthcare

• Practitioner conduct

• Recovery Coaching

• Support Coordination

• NDIS services

• Privacy

• Information sharing

• Billing

• Appointments

• Communication

• Accessibility

• Administration

• Safety

• A decision to decline or end a service

How we handle complaints

Pop’In aims to:

1. Acknowledge your complaint.

2. Clarify the issue and your preferred outcome.

3. Identify any immediate safety or privacy concerns.

4. Review relevant information.

5. Give involved people a fair opportunity to respond.

6. Explain the outcome and any actions taken.

7. Advise you of external options where appropriate.

8. Record and review complaints to improve services.

External complaint pathways

Depending on the issue, external options may include:

• The Health and Disability Services Complaints Office

• The Australian Health Practitioner Regulation Agency

• The Nursing and Midwifery Board of Australia

• The NDIS Quality and Safeguards Commission

• The Office of the Australian Information Commissioner

• Consumer protection or another appropriate regulator

You are not required to obtain Pop’In’s permission before contacting an external complaint body.

Button: View the Complaints, Feedback and Patient Rights Policy

NDIS Service Agreement

Individually agreed NDIS services

People receiving ongoing NDIS-funded services will generally be offered an individual NDIS Service Agreement.

The Service Agreement is separate from the general Patient Terms and Conditions because it records the specific supports and arrangements agreed with the participant.

It may include:

• The parties to the agreement

• The participant’s rights and responsibilities

• The provider’s responsibilities

• The services to be delivered

• The purpose of the supports

• Start and review dates

• Service locations

• Appointment frequency

• Prices

• NDIS item numbers

• Funding-management type

• Invoicing arrangements

• Travel

• Non-face-to-face work

• Reports

• Cancellations

• Information sharing

• Conflict-of-interest management

• Complaints

• Risk and emergency arrangements

• Changes to services

• Ending the agreement

• Service transition and continuity arrangements

Schedule of Supports and Fees

A separate Schedule of Supports may be attached to the Service Agreement.

The Schedule may identify:

• Each agreed support

• The applicable NDIS item

• The rate and unit

• Frequency

• Delivery method

• Approved travel

• Approved report writing

• Approved non-face-to-face work

• Funding source

• Cancellation arrangements

Choice and control

Entering an NDIS Service Agreement does not remove your right to:

• Ask questions

• Be involved in decisions

• Raise concerns

• Request changes

• Use an advocate

• Choose providers

• End services in accordance with the agreement

• Make a complaint

Button: View Information About NDIS Service Agreements

Website Terms of Use

General website information

The Pop’In website provides general information about:

• Our practitioners

• Our services

• Appointment types

• Fees

• Telehealth

• Recovery and NDIS supports

• Policies

• Referral pathways

• Contact arrangements

Website information is general in nature and does not replace an individual assessment by an appropriately qualified professional.

Using the website does not automatically create a practitioner–patient or provider–participant relationship.

That relationship begins only after:

• A service is accepted

• Required information and consent are obtained

• The practitioner confirms that the service is appropriate

• An appointment or agreement commences

No personalised advice through website content

Website content should not be relied upon as:

• A diagnosis

• Individual treatment advice

• Medication advice

• Emergency advice

• NDIS funding advice specific to your plan

• A guarantee that Pop’In can provide a requested service

• A guarantee of a particular healthcare or funding outcome

Intellectual property

Unless otherwise stated, website text, branding, graphics and original materials belong to Pop’In Health & Recovery or are used with permission.

They must not be reproduced, modified, republished or commercially used without appropriate permission, except where permitted by law.

External links

External links may be provided for convenience.

Pop’In does not control all external content and cannot guarantee that external information will remain accurate, secure or available.

Website availability

We may update, correct, suspend or remove website content when reasonably necessary.

We do not guarantee uninterrupted access to the website, online forms or booking platform.

Button: View the Website Terms of Use

How These Documents Are Presented

Available on our website

The following documents are publicly available through our website:

• Booking, Fees and Cancellation Policy

• Patient Terms and Conditions

• Privacy and Health Information Policy

• Privacy Collection Notice

• Telehealth and Virtual Care Information

• Complaints, Feedback and Patient Rights Policy

• Website Terms of Use

• Information about NDIS Service Agreements

• Information about AI-assisted documentation

Presented during booking

Before confirming an appointment, you may be asked to acknowledge that you have:

• Read the Before You Book information

• Read and accepted the Patient Terms and Conditions

• Read the Booking, Fees and Cancellation Policy

• Read the Privacy Collection Notice

• Understood the applicable fee

Completed during intake

Depending on the service, you may receive:

• Patient or participant intake form

• General consent form

• Telehealth consent

• Information Sharing Consent

• AI-Assisted Documentation Consent

• Representative or support-person authority

• Payment information

• NDIS Service Agreement

• Schedule of Supports and Fees

Consent remains an ongoing process. Your practitioner may confirm consent, explain options and answer questions during the appointment.

Changes to Our Policies

Pop’In may update its policies, terms and consent documents to reflect:

• Changes to services

• Changes to technology

• Changes to business operations

• Changes to professional standards

• Changes to legislation or regulatory guidance

• Improvements arising from feedback, incidents or audits

Each document should show:

• Its title

• Version number

• Effective date

• Last review date

• Next scheduled review date

• Document owner or approving authority

The version applying to a booking or service will generally be the version accepted or provided at the relevant time, unless an immediate change is required by law, regulation or safety.

Where practicable, ongoing patients and participants will be informed of material changes affecting their services.

Your Consumer Rights

Nothing in our policies or terms is intended to remove rights or remedies that cannot lawfully be excluded.

Where a provision is inconsistent with a mandatory legal obligation, the mandatory obligation will apply.

Please contact us when you believe a fee, service or decision has been applied incorrectly so that we can review the matter.

Emergency and Crisis Information

Pop’In is not an emergency or 24-hour crisis service

Do not rely on:

• An online booking

• A website enquiry

• Email

• Voicemail

• A future appointment

when immediate assistance is required.

If you or another person is in immediate danger:

• Call 000

• Attend the nearest emergency department

• Contact an appropriate emergency, crisis or community mental health service

Questions About Our Policies

Please contact our administration team when you:

• Need help locating a document

• Require an accessible version

• Need communication assistance

• Have questions about an appointment

• Want to update a consent

• Want to request access to your information

• Want to provide feedback or make a complaint

Pop’In Health & Recovery

Legal entity: [Insert legal partnership or entity name]
Trading name: Pop’In Health & Recovery
ABN: [Insert ABN]
Phone: [Insert telephone number]
Administration email: [Insert email address]
Privacy contact: [Insert privacy email address]
Complaints contact: [Insert complaints email address]
Website: www.popinhealthcare.com