To ensure that Lane Wellness provides the highest quality of care to our clients, we require at least two (2) clear business days’ notice if you need to cancel or reschedule your appointment. If you do not provide two (2) business days’ notice (approximately 48 hours), or do not attend your appointment, you will be charged a cancellation fee. This fee must be paid in full before the commencement of your next session at Lane Wellness.

Your cancellation notice would be greatly appreciated, as it enables us to offer services to other clients who may require urgent appointments. This timeframe also allows our clinicians to manage their schedules effectively and potentially offer the time slot to another client on our waitlist. Cancellation fees are charged as this time has been specifically reserved for you and cannot be filled at short notice.

Prior to your scheduled appointment, you may receive an SMS reminder with your appointment details. Please note, this SMS is sent as a courtesy service and may be impacted by technical difficulties, office closures, or staff illness. As such, the absence of an SMS reminder will not result in the cancellation fee being waived.

Lane Wellness reserves the right to reschedule appointments at any time if necessary due to staff illness, office closure, emergency circumstances, or unforeseen events.

At Lane Wellness, we believe in clear communication. If you wish to discuss our cancellation policy, please contact our Client Support Team at info@lanewellness.com.au.

Clients Under 18 Years

If you are under 18 years of age, we require the contact details of your parent or guardian in the event of an emergency or safety concern. Prior to your initial appointment, we will also require a parent or guardian to provide signed consent for services. Lane Wellness is designed for individuals aged 16 years and over.

Active Files and File Closure

Please note, we often waitlist for services and strongly recommend pre-booking a block of therapy sessions following your initial consultation. Once a file is inactive for over a month, we will allocate new session availability to clients on our waitlist.

Privacy & Confidentiality

As part of providing a psychological service to you, Lane Wellness needs to collect and record personal information that is relevant to your situation, such as your name, contact information, medical history, and other relevant details as part of providing psychological services to you.

This collection of personal information is a necessary part of the psychological assessment and treatment conducted. Your informed consent will be obtained before any treatment or procedure is initiated, and you may withdraw from treatment at any time without prejudice.

Your personal information is gathered as part of your assessment and treatment. All of this information is kept securely and, in the interests of your privacy, used only by your therapist and the authorised personnel of the practice (as necessary). We would like to emphasise that your privacy and the information you provide are protected at all times. Our psychologists are registered with the Australian Health Practitioner Regulation Agency (AHPRA), and it is a requirement that all psychologists follow strict guidelines for professional conduct in line with AHPRA and the Australian Psychological Society (APS) Code of Ethics.

Your personal information is retained in order to document what happens during sessions and enables the psychologist to provide a relevant and informed psychological service to you. You are entitled to access your personal information kept on file at any time. Should you wish to view the information kept in your client records, please discuss this with your psychologist.

Zero Tolerance Policy

Please be advised that we do not tolerate abuse of any kind towards our staff here at Lane Wellness. All forms of harassment and disrespectful behaviour will be reported to our management team and may result in the cancellation of future appointments.

Client Support

If you require emergency support, please contact the Mental Health Access Line on 1800 011 511, dial 000, or present to your nearest emergency department. Our staff at Lane Wellness are unavailable outside of opening hours. If after-hours support is required, the following hotlines may be of assistance:

• Lifeline: 13 11 14

• Emergency services: 000

• Mental Health Access Line: 1800 011 511

Questions

If you have any questions or concerns, please reach out to our team at info@lanewellness.com.au or phone our head office at 07 5633 5954.