Privacy Policy

The Mind Cove Clinic (“The Mind Cove”, “we”, “us”, or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy outlines how we collect, use, store, disclose, and safeguard your personal and health information when you interact with our services.

This Policy applies to all individuals who use or enquire about our services, including patients, referrers, website visitors, and any third parties we engage with.

1. Our Commitment to Your Privacy

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), as well as relevant State and Territory privacy legislation and health records laws. We are committed to complying with all applicable regulations when handling personal and sensitive health information.

By accessing our services or providing your personal information, you consent to us collecting, using, holding, and disclosing that information as described in this Privacy Policy.

2. What We Collect

We may collect the following types of personal information, depending on your interaction with us:

Personal Information

• Full name
• Contact details (address, phone, email)
• Date of birth
• Gender identity
• Payment details (for billing purposes)
• Medicare and concession card details
• Referral information from your GP or healthcare provider

Sensitive Health Information

• Medical and psychiatric history
• Medication details and prescriptions
• Treatment notes and diagnostic information
• School reports (for ADHD assessment)
• Information collected from collateral interviews
• Communication with other healthcare professionals
• AI-generated consultation summaries (with your consent)

We only collect health information where it is reasonably necessary for your care and with your express consent, unless permitted or required by law.

3. How We Collect Information

We may collect your information through:

• Directly from you, via telehealth consultations, forms, or email correspondence
• Your referring general practitioner or medical team
• Collateral interviews
• Our website or booking platform
• Payment processing systems
• AI note-taking tools (with consent)

4. Why We Collect Your Information

We collect, use, and disclose your information to:

• Provide mental health consultations and treatment
• Administer and manage your appointments and billing
• Liaise with your referring or treating practitioners
• Communicate with you about your care
• Fulfil Medicare or legal requirements
• Ensure continuity and quality of care
• Conduct service quality audits and internal reviews
• Operate our practice in a compliant and efficient manner
• Use de-identified data for analytics and service improvement

We may also use your contact details to provide relevant updates or administrative information. You may opt out of non-essential communications at any time.

5. How We Use AI in Consultations

We may use an artificial intelligence (AI) note-taking tool during your consultation to assist with accurate and efficient documentation. This tool is used solely to support your care and improve clinical quality.

Use of this tool requires your informed consent, and all information collected is stored securely and handled in accordance with this Privacy Policy.

6. Who We Disclose Your Information To

We may disclose your information to:

• Treating psychiatrists and associated healthcare providers
• Your referring GP and medical team (as required by Medicare)
• Medicare or relevant funding agencies
• Payment processors and medical software providers
• Emergency services (if there is an immediate risk of harm)
• Our professional service providers (e.g., IT, legal, audit)
• Regulatory bodies, where required by law

We will never sell or trade your personal information.

7. Data Storage and Security

Your information is stored securely on cloud-based systems with encrypted access. We have strict administrative, physical, and technical safeguards to protect your data against unauthorised access, loss, or misuse.

In the event of a notifiable data breach, we will comply with all relevant notification obligations under the Notifiable Data Breaches Scheme.

8. Overseas Disclosure

The Mind Cove stores data within Australia, but we may engage third-party providers located overseas (e.g., for cloud services or AI transcription tools). Where this occurs, we take reasonable steps to ensure compliance with Australian privacy standards and only disclose data where:

• The recipient is bound by similar privacy obligations; or
• You provide express consent; or
• Disclosure is required or authorised by law

9. Your Rights

You have the right to:

• Access the personal information we hold about you
• Request correction of any inaccurate or outdated information
• Withdraw consent to specific uses (e.g., AI note-taking)
• Request a copy of your health records (fees may apply)
• Make a complaint about a privacy breach

We will respond to access and correction requests within a reasonable timeframe.

10. Website Use and Cookies

When you visit our website, we may collect usage data, such as IP address, browser type, and time spent on pages, to improve our services. We may use cookies or similar technologies for analytics and functionality.

You can control cookie settings in your browser; however, some features of our site may not function properly if cookies are disabled.

11. Retention of Your Information

We retain your records in accordance with legal and professional requirements. When your information is no longer required, we will take reasonable steps to securely destroy or de-identify it.

12. Feedback, Complaints & Contact

We welcome feedback to improve our service. If you have a concern about your privacy or believe your information has been mishandled, please contact:

The Mind Cove Administration

Email: [email protected]
Phone: 1300 264 820

We will aim to resolve your complaint within 30 days. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in regulations, technology, or practice operations. The latest version will always be available on our website. Your continued use of our services indicates acceptance of the current version.

Effective date: 1 May 2025

Last updated: 7 July 2025

Practice Policy

1. Privacy Consent

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), as well as relevant State and Territory privacy legislation and health records laws. We are committed to complying with all applicable regulations when handling personal and sensitive health information.

This practice collects information from you for the primary purpose of providing quality care. We require you to provide us with your personal details and full medical history so that we may properly assess, diagnose, treat and be proactive in your health care needs. This means we will use the information you provide in the following ways:

• Administrative purposes in running our medical practice.
• Billing purposes.
• Disclosure to others in your health care, including treating doctors and specialists outside this medical practice. This may occur through referrals to other doctors or for medical tests, and in the reports or results returned to us following the referrals.
• Disclosure for research and quality assurance activities to improve individual and community health care and practice management.
• Emergency situations whereby medical officers/hospitals require access to patient notes for treatment purposes.

2. Appointments

The Mind Cove is a virtual clinic. Appointments are conducted via video telehealth or telephone only. Services are provided where clinically appropriate for telehealth. If deemed unsuitable, care will be discontinued, and you will be discharged back to your GP and/or referred to your local mental health services.

Each provider at The Mind Cove maintains an individual schedule based, so availability may vary—please contact the clinic for the most current appointment information. While we make every effort to uphold scheduled appointments, unforeseen circumstances may occasionally require rescheduling, in which case we will provide as much notice as possible and prioritise finding you a suitable alternative at the earliest opportunity.

We see individual patients over 18 years old only. The duration of an initial session is 45 to 60 minutes and follow up sessions are 15 to 60 minutes. Communication between the Mind Cove clinician and your treating medical team (e.g. general practitioner) will occur verbally and in writing as required by Medicare.

3. Fees

This is a private practice, and fees apply for all appointments, reports, and additional services, including third-party requests.

Please note that reimbursement amounts for these services vary based on Medicare requirements. Below are the psychiatry consultation fees and billing codes for reference, which can help you confirm your out-of-pocket costs:

• Initial appointment (45-60 minutes): $600 – MBS code 92437.
• 15-minute follow-up appointment: $290 – MBS code 91828/91838.
• 30-minute follow-up appointment: $340 – MBS code 91829/91839.
• Collateral appointment (15 minutes): $290 – MBS code 91828/91838.
• ADHD annual review (30 minutes): $500 – MBS code 91829/91839.
• Opinion and report appointment (45-60 minutes): $900 – MBS code 92435.
• Review of opinion and report appointment (30 minutes): $600 – MBS code 92436.

Below are the nurse practitioner consultation fees, noting there is no Medicare rebate:

• Initial appointment (45-60 minutes): $350.
• 15-minute follow-up appointment: $100.
• 30-minute follow-up appointment: $175.
• 60-minute follow-up appointment: $350.
• Collateral appointment (15 minutes): $100.

There is a payment processing fee of $1-$0 + 1.5%-1.9% for all transactions. Weekend and public holidays incur a surcharge of $100 for initial consultations and $50 for follow up consultations

Please note: If you have seen a psychiatrist within the past 12 months, you will not be eligible for a Medicare rebate for an initial consultation under MBS item 92437. Additionally, if you have received a consultation under MBS item 291 or 92435 within the past 12 months, you will also not be eligible for a rebate for an initial consultation under MBS item 92435.

4. Payment Policies

A booking fee is required for initial appointments at the time of booking. Cancellations or non-attendance within 24 hours of the appointment will incur the full appointment fee. Payments will be processed 24 hours prior to the appointment. Please note that Medicare rebates do not apply to non-attendance fees, and GST is included in the total amount charged. To cancel, you may: reply ‘cancel’ to your SMS appointment reminder, call reception, leave a voicemail or email the clinic. We do not accept cash payments; all payments must be made via EFTPOS, our medical software payment system, PayID, or bank transfer deposits. Surcharge fees apply to all EFTPOS and electronic payments via software management.

5. Medicare Rebates

Medicare rebates cannot be processed unless there is a valid referral on file. These must be provided by your treating GP (valid for 12 months–unless a different duration is noted on the referral) prior to your appointment or rebates cannot be provided. The practice may issue reminders; however, it is the patient’s sole responsibility to ensure all referrals are valid and current. Failure to do so may impact appointment eligibility and Medicare rebates. No Medicare rebates are available for telehealth appointments with a nurse practitioner.

6. Prescriptions 

We are unable to provide scripts outside of an appointment. Please ensure you request necessary scripts during your consultation. If you require a repeat prescription, you must book an appointment.

7. Emergency Care And Out-of-Hours Services

This practice does not offer crisis support, emergency care, nor out-of-hours support. Public mental health services provide crisis care in addition to some other options. Immediate options include dialling 000 or attending your nearest emergency department. There are additional options including 1300 642 255 in Queensland and 1800 011 511 in New South Wales.

8. Feedback And Concerns

We welcome your feedback to help improve our services. Please email any concerns to our reception team for review by management and providers. We’ll investigate thoroughly and respond as soon as possible to work toward a resolution.

9. Right To Terminate Care 

The clinic reserves the right to end the provider-patient relationship in cases of policy breaches, including need for in person care, unpaid fees, repeated late cancellations or no-shows, non-compliance with treatment or medication plans, or disruptive or aggressive behaviour by the patient or their associates.

10. Artificial Intelligence Scribe Software

The Mind Cove utilises an artificial intelligence note-taking tool to accurately and efficiently capture the details of our discussions and the outcomes of our appointments. This tool ensures that we can focus more on our conversation and less on manual note-taking, enhancing the quality of care you receive.

Your consent is crucial for us to use this technology. Please understand that your information will be handled with the utmost care, and this tools’ use is aimed solely at improving your healthcare experience. By signing this consent form, you are agreeing to allow your clinician to use an artificial intelligence note-taking tool during your consultation.

11. ADHD Assessment And Ongoing Care

The assessment process begins with an initial consultation to explore your experience and determine if further investigations are needed. School reports will be requested to assess if symptoms were present in childhood. We will also conduct a collateral interview with someone who knew you prior to the age of 18 to gain additional information. A feedback session follows to discuss diagnostic impressions, treatment recommendations, and next steps. 

If medication is part of your treatment plan, we commence with monthly reviews to adjust dosage and monitor your response. Once the optimal regimen is established and stability is achieved, review appointments may transition to every three months and then six months.

Please note: If you have a previous diagnosis of ADHD, you will still require a re-assessment. If your school reports are unavailable and you do not have somebody who can speak to the psychiatrist, a diagnosis of ADHD cannot be made. Psychostimulant medication cannot be prescribed if you are substance dependant, this includes prescription cannabis.

12. MyHealth Record

We may access your MyHealth Record to support your clinical care, but only with your informed consent. You can choose to grant or withdraw this consent at any time without affecting your access to our services.

13. Nurse Practitioner Clinic

The Nurse Practitioner Clinic is available for ADHD assessments and ongoing care. No referral is required. There are no Medicare rebates available to see a nurse practitioner via telehealth. The ADHD assessment process remains the same, with an initial consultation and collateral consultation with the nurse practitioner. There will then be an assessment and feedback session with our psychiatrist to discuss diagnostic impressions, treatment recommendations, and next steps. Follow up sessions with our nurse practitioner follows to ensure treatment optimisation and symptom improvement. A psychiatrist review is advised every 6 to 12 months.

14. Changes To This Policy

We may update this Practice Policy from time to time to reflect changes in regulations, technology, or practice operations. The latest version will always be available on our website. Your continued use of our services indicates acceptance of the current version.

Effective date: 1 May 2025

Last updated: 22 December 2025