telehealth policy

Policy Statement

Evolve Psychology Group is committed to providing psychological services that meet the highest standards of quality, ethical practice, and accessibility. Telehealth is a core component of this commitment, ensuring the continuity of clinical care for all valued clients by overcoming geographical, health-related, or logistical barriers to in-person attendance.

Scope and Suitability of Telehealth

Telehealth refers to the professional provision of psychological services, including assessment, treatment, and support, utilizing secure digital communication technologies such as telephone and secure video-conferencing.

The decision to proceed with Telehealth is a clinical one, made collaboratively between the client and their psychologist, ensuring the method is both safe and clinically appropriate for the client’s presentation.

Factors Considered in Assessing Suitability:

The psychologist will evaluate the following factors when determining the appropriateness of Telehealth, noting that these considerations do not automatically preclude the use of this modality:

• Clinical Presentation: Form, frequency, and severity of symptoms; extent of psychological disturbance or immediate crisis risk.

• Technological Access and Capacity: The client’s reliable access to necessary technology (e.g., mobile device, computer, internet connection) and their capacity to utilize it effectively.

• Environmental Privacy: The client’s ability to secure a private, confidential, and distraction-free space for the duration of the session.

• Risk Assessment and Management: Specific strategies required to assess and manage the risk of harm to self, harm to others, or other crises, given the constraints of the remote setting.

• Logistical Barriers to In-Person Care: Geographical location, mobility issues, transport difficulties, or health concerns (client or staff) that necessitate remote service delivery.

Medicare Benefits Schedule (MBS) Eligibility

As Telehealth services are now a permanent fixture of the Australian healthcare system, eligibility for a Medicare rebate is determined by the following ongoing requirements:

1. The client must be eligible to receive services under Medicare and the relevant program of funding (e.g., Better Access, Eating Disorder Treatment and Management Plan).

2. The client must hold a valid referral from an eligible referring practitioner (e.g., General Practitioner, Psychiatrist, or Paediatrician) for the specified services.

3. The client must not be a patient of an emergency department or currently admitted to a hospital at the time the service is provided.

4. When claiming an MBS item, the psychologist must adhere to all specific requirements related to item numbers, session duration, and the type of technology used (video is the preferred mode, with specific separate items for telephone-only consultations where clinically appropriate).

Privacy, Confidentiality, and Security

Maintaining client privacy and confidentiality is paramount and is upheld to the same standard as face-to-face consultations, in accordance with the Australian Privacy Principles and the Code of Conduct for Psychologists.

• Client Privacy: Clients must ensure they attend the Telehealth consultation from a private, secure space where they cannot be overheard. The use of headphones is strongly recommended to further secure privacy.

• Practitioner Security: Evolve Psychology Group staff will conduct sessions from a private, soundproof, and secure location and will utilize a secure, encrypted telehealth platform. We currently use a professionally endorsed platform (e.g., Zoom for Healthcare, Healthdirect Video Call, or equivalent) that offers end-to-end encryption or is configured to meet Australian health data privacy compliance standards.

• Informed Consent: The client’s informed consent to engage in Telehealth services will be explicitly documented within the client’s signed consent to access services form, outlining the potential benefits, risks, and security measures associated with remote delivery.

• Record-Keeping: All documentation and record-keeping standards are identical to those required for in-person consultations.

Fees and Payment

The fees for Telehealth services are equivalent to the standard fees for in-person consultations (MBS 50+ minute session, private rate, Provisional Psychologist rate, NDIS, or other insurance funded session) as outlined in the client consent and agreement.

• Payment Requirement: As is standard policy, all session fees are due on the day of the service (excluding payments made directly by verified third-party providers such as NDIS Plan Managers or insurance companies).

• Procedure: To facilitate this, invoices for Telehealth sessions will be emailed to the client, and payment via Electronic Funds Transfer (EFT) will be required prior to the scheduled session time. Alternative payment arrangements for clients unable to use EFT can be discussed on a case-by-case basis with their treating psychologist.

Policy Review

This policy will be reviewed every two (2) years (or sooner should there be changes to the operational structure of Evolve Psychology Group, to the professional Code of Conduct, or to relevant Australian legislation and MBS requirements).