PATIENT TERMS & CONDITIONS
Effective Date: 5 July 2026
These Patient Terms & Conditions outline the terms that apply when you book or attend an appointment with our practice. By making an appointment, you acknowledge that you have read and agree to these terms.
Appointments
Appointments can be made by telephone, email or through our online form where available.
We ask that you arrive a few minutes before your scheduled appointment to complete any required paperwork or update your details.
If you are unable to attend your appointment, please notify us as soon as possible.
Cancellation Policy
We understand that unexpected circumstances arise. If you need to cancel or reschedule an appointment, we ask that you provide as much notice as possible.
Appointments cancelled with insufficient notice, or appointments that are not attended without prior notice, may incur a cancellation fee. Details of any applicable fees will be communicated to you at the time of booking or by the practice.
Fees and Payment
Payment is required at the time of your appointment unless alternative arrangements have been made.
We accept a range of payment methods, including EFTPOS and major credit cards.
Where applicable, Medicare, private health insurance, WorkSafe, TAC or other third-party funding arrangements may apply. Patients remain responsible for any costs not covered by these organisations.
Referrals
Some services may require a referral from your general practitioner, specialist or another healthcare provider, depending on your funding arrangement or treatment plan.
It is your responsibility to ensure any required referrals are current and available at the time of your appointment.
Your Health Information
To provide safe and effective treatment, we require accurate and up-to-date personal and health information.
You agree to provide complete and accurate information regarding your medical history, medications, injuries and any changes to your health that may affect your treatment.
Your personal and health information will be managed in accordance with our Privacy Policy.
Treatment
Our therapists will assess your condition and discuss appropriate treatment options with you.
While every effort is made to provide high-quality care, healthcare outcomes cannot be guaranteed. Treatment recommendations are based on clinical assessment, current evidence and your individual circumstances.
You are encouraged to ask questions and discuss any concerns you may have about your treatment at any time.
Communication
By providing your contact details, you consent to Kingston Hand Therapy contacting you regarding appointments, appointment reminders, changes to bookings and other matters directly related to your care.
We may contact you by telephone, SMS or email.
Telehealth
Where telehealth consultations are offered, they are subject to the same professional standards as in-person consultations.
Telehealth may not be appropriate for all conditions, and your therapist will advise if an in-person appointment is recommended.
Liability
Kingston Hand Therapy will provide services with due care and skill in accordance with applicable professional standards.
Nothing in these Terms & Conditions excludes, restricts or modifies any rights you may have under the Australian Consumer Law or other applicable legislation.
Use of Heidi AI
Kingston Hand Therapy may use Heidi AI, a secure clinical documentation assistant, to help create clinical notes during your consultation.
Heidi AI assists by transcribing conversations and generating draft clinical documentation. All notes are reviewed, verified and approved by your treating therapist before they become part of your health record. Heidi AI does not make clinical decisions or provide treatment recommendations.
Any information processed through Heidi AI is handled in accordance with applicable Australian privacy laws and our Privacy Policy. Only information necessary for your care is processed, and appropriate safeguards are in place to protect your personal and health information.
If you have any questions about our use of Heidi AI or would prefer that it not be used during your consultation, please let your therapist know. We will discuss alternative documentation arrangements with you.
Changes to These Terms
Kingston Hand Therapy may update these Patient Terms & Conditions from time to time. The current version will always be available on our website.
Contact Us
If you have any questions regarding these Patient Terms & Conditions, please contact us during business hours.
Kingston Hand Therapy
Monday to Friday
Phone: (03) 9770 7039