Telehealth Terms and Conditions – Allied Health Services (including Exercise Physiology)

1. Introduction

These Terms and Conditions ("Terms") govern the provision of telehealth services by Prime Health Clinics (“we,” “us,” or “our”). By booking or attending a telehealth appointment, you (“client,” “you,” or “your”) agree to be bound by these Terms.

Prime Health Clinics offers telehealth consultations delivered by qualified allied health and medical professionals, including but not limited to:

Exercise Physiologists

Physiotherapists

Accredited Practising Dietitians

Counsellors

General Practitioners (GPs) (coming soon)

2. Scope of Telehealth Services

Our telehealth services may include, depending on the provider:

Health and physical assessments

Exercise assessment and prescription

Nutritional counselling and meal planning

Psychological counselling and support

Chronic disease management, rehabilitation, and injury prevention

Lifestyle and behavioural education

Care planning and referrals (GPs)

These services are delivered via secure video conferencing or telephone.

3. Eligibility

To access telehealth services, you must:

Be physically located in Australia during the consultation

Have access to a secure internet connection and a suitable device (e.g., smartphone, tablet, or computer)

Be able to safely participate in any prescribed activities or discussions, independently or with a carer present (if required)

4. Consent to Telehealth

By proceeding with a telehealth appointment, you acknowledge and consent to:

Receiving care through telecommunication methods

Understanding the limitations and risks associated with telehealth (e.g., reduced ability to physically examine or intervene)

You may withdraw your consent at any time by notifying us in writing.

5. Privacy and Confidentiality

We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. All information shared during your telehealth session is confidential and managed in accordance with our privacy policy.

6. Payments and Rebates

All telehealth consultations must be paid in full prior to or at the time of the appointment, unless otherwise arranged.

You may be eligible for rebates through Medicare, DVA, NDIS, or private health insurance depending on the service and referral pathway.

It is your responsibility to confirm your eligibility and submit any claims unless otherwise organised with our team.

Missed appointments or cancellations with less than 24 hours' notice will incur a cancellation fee equivalent to the advertised cost of the appointment. If no cost is advertised this fee will revert to $85.00 AUD

7. Emergency Situations

Telehealth is not suitable for medical emergencies. If you are in crisis or require urgent attention, please contact 000 or visit your nearest emergency department.

8. Risks and Limitations

You understand that:

Not all services are appropriate for telehealth delivery

Some assessments or interventions may be limited without in-person contact

Technical issues may delay, disrupt, or prevent the session

We reserve the right to postpone or cancel a session if it is deemed unsafe or ineffective to proceed via telehealth.

9. Your Responsibilities

You agree to:

Provide accurate and up-to-date health and contact information

Be in a safe, private environment for the consultation

Notify us of any changes in your medical or mental health condition

Follow any advice or instructions given by your treating clinician

10. Changes to These Terms

We may update these Terms periodically. The most current version will always be accessible via our website. Continued use of our telehealth services constitutes your acceptance of any updated Terms.

Alice Flynn Exercise Physiologist

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