Terms and Conditions

WHAT WE DO:  Brookfield Psychology provides psychological services for children, adolescents and adults in Brisbane’s western suburbs and surrounding areas. Services are provided at two locations in Kenmore, and an outreach service is available (travel fees apply).

YOUR PSYCHOLOGIST: Denise Cullen is a forensic psychologist. She has full registration as a psychologist (AHPRA), is a member of the Australian Psychological Society (APS), and an associate member of the College of Forensic Psychologists (APS). She is also a Nationally Accredited Mediator. Denise holds a Master of Psychology (Forensic) degree and practises both in prison and private practice settings. She is looking forward to assisting you.

APPOINTMENTS: New clients can book by calling 0490 423 687. Full reception services are not currently available, so if your call is missed, it’s probably because Denise is busy with another client. Please leave a message and your call will be returned as soon as possible. You will receive courtesy SMS appointment reminders, but you are ultimately responsible for remembering your appointments. Please reply to confirm your appointment and attend on time. Unfortunately, sessions cannot be extended if you are late and full fees will still apply. Late cancellations and missed appointments are subject to cancellation fees (see below).

EMERGENCIES: Brookfield Psychology does not have the capacity to provide crisis care services. If you need urgent assistance between sessions, please contact your GP or Lifeline (ph. 13 11 44), Suicide Call Back Service (1300 659 467) or Kids Helpline (1800 551 800). In the case of an emergency, please call 000.

REBATES AND BENEFITS:  Brookfield Psychology is a private billing practice. The amount of rebate or benefit you receive will depend on the scheme you qualify for, the type of service/s you require, your private health insurance policy, and any Medicare safety net qualifications. To receive your Medicare rebate, we must receive a compliant referral from your GP, psychiatrist or paediatrician, prior to your first consultation. Your medical professional is responsible for remedying any problems with initial referrals (e.g. if not Medicare compliant). Please note that you may only claim through one scheme for the same consultation.

FEES: Fees vary depending on the nature, duration and scheduled time of the service provided, but are typically well below the APS recommended rate of $254/hr for a standard 50-60 minute session. In some instances, your fees may be fully or partially paid by a third party (e.g. employer, Legal Aid), with prior agreement. Your out-of-pocket expenses will vary depending on your eligibility for any rebates. The cost of your standard service and estimated out-of-pocket expenses will be specified on your Service Agreement when you attend your first appointment. If your psychologist becomes required to give evidence in legal or quasi-legal proceedings, this will, without exception, be charged according to the current APS National Schedule of Recommended Fees. Want further clarification? Please contact us.

PAYMENT: Fees are payable in full by cash, credit card or Eftpos at the time of service. For your convenience, we process most government rebates and private health claims on-site at the time of payment. If you are eligible for Medicare rebates, you can claim Medicare rebates automatically using this practice’s online Medicare rebates claiming service. To claim rebates, simply provide your practitioner with your Medicare card details using the Online Claiming and Payments Authority form your practitioner provides) as well as the accounts where you would like Medicare to direct deposit any rebates for you. If you do not wish to provide your bank account details, Medicare can send you a cheque to your registered home address. Third party payees will be invoiced directly.

CANCELLATION POLICY: When you make an appointment, the whole appointment time is reserved for you. Please give as much notice as possible if you need to cancel or postpone your appointment. Appointments that are missed or cancelled with less than 24 hours’ notice will be charged a cancellation fee, payable prior to your next appointment. Please note that rebates are not available for cancelled appointments and that if a third party is paying for your service, they will usually require you to be responsible for cancellation fees. Cancellations fees also incur GST.

INFORMATION SECURITY AND ACCESS: The privacy of client information is maintained in accordance with the Privacy Act (1988) and the Psychology Board of Australia’s Code of Ethics (2007). The provision of effective therapy, assessment and mediation services necessarily requires the collection of personal information. All notes taken in the course of your treatment and all communications relating to your treatment become a part of your clinical records. Your clinical records are stored electronically in your patient file, which you consent to as a patient of this practice. You have a general right to access your records (subject to some exceptions which mainly relate to privacy, health or legal considerations) and can request access to your records. Your request must be made in writing, after which your request will be discussed with you.

CONFIDENTIALITY: All information obtained during your treatment is kept confidential and secure, except when: (1) it is subpoenaed by a court; or (2) failure to disclose the information would place you or another person at risk of harm; or (3) your prior approval has been obtained to: (a) provide a written report to another professional or agency such as a lawyer; or (b) discuss the material with another person such as a parent or employer. If you claim rebates from funding bodies, doctors and health practitioners may be required to provide summary reports to referring doctors, specialists and/or agencies regarding your progress. Health research using de-identified data may be undertaken by this practice, by funding bodies, or by this practice’s technology providers, which you consent to as a client of this practice.

CONSENT TO SHARE INFORMATION: Information you provide to Brookfield Psychology may only be shared with a third party (e.g. a GP, court, school or agency), with your expressed consent or awareness. In some instances (e.g. Medicare or WorkCover referrals), your psychologist will be contractually obligated to share information about your treatment. If you consent to us providing a psychological report to a third party we will usually be required to include personal information that is relevant to the reporting purpose. Please note that we cannot be responsible for preserving the confidentiality of any report or communication that has been released to an external party.

CHILD AND YOUTH SERVICES: Psychologists have a duty to consider the best interests of young people as paramount in any decision concerning the provision psychology services. Please raise any concerns you have.

CONSULTATIONS:  The aim of the initial consultation is to understand the reason for your referral, obtain relevant information, and collaborate on a plan for your future service/s. The number of subsequent sessions or types of services you require will depend on the reason for your referral and the nature of your needs. These decisions will be discussed at your first consultation and reviewed periodically. Please discuss any change in your service needs with your psychologist at your earliest convenience.

SAFETY:  The safety and welfare of our clients and staff is crucial.  Verbal abuse, harassment or physical aggression towards staff or clients will not be tolerated and those who engage in such behaviour may be refused further services. For their own safety, children under 12 years of age cannot be left unsupervised in our waiting room.  Please make prior arrangements for their care or supervision during appointments.

COMPLAINTS:  If you have any concerns about the service Brookfield Psychology is providing you, please discuss these with your psychologist as soon as possible. If you have concerns about the professional conduct of your psychologist, you may contact the Psychology Board of Australia (ph. 1300 419 495) or the Australian Psychological Society (ph. 03 8662 3300). Please inform us if you wish to prematurely terminate your service with Brookfield Psychology and we will assist in referring you to another service.

Should any of our Terms and Conditions change, the information provided here will be most current and supersede any hard copies.