Terms of Service

July 2022

NPathy’s terms of service and your rights and responsibilities as the client and/or parent in relation to information security, access and confidentiality as well as obligations regarding fees, cancellations and rebates are provided below.

Personal Information: 

All information obtained during sessions are kept confidential and secure, except when:

(1) It is subpoenaed by a court;
(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 – e.g., to a lawyer; or
(b) Discuss the material with another person – e.g., a parent or school counsellor.

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 NPathy Pty Ltd, by funding bodies or by this clinic’s technology providers including Halaxy, which you consent to as a client of this clinic.

Information Security and Access:

Personal information about you is collected to enable your treatment. All notes taken during your treatment and all communications relating to your treatment become a part of your clinical records. Your clinical records are stored electronically in your client file on Halaxy, which you consent to as a client of this clinic. In your Patient Personal Health Record, you will have access to your reports, therapy worksheets and other information from your clinical file that your Nurse Practitioner wishes to share with you.

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. We are required to store your personal information for seven years after ceasing engagement with your treating Nurse Practitioner, and up to age of 25 years for a child under the age of 18.

Continuity of Care: 

You will have your choice of Nurse Practitioner and can use their website profile to align their skills and qualifications with your needs. As our NPs are private contractors, they do not share case notes, therefore should you wish to see a different NP following a period with a NP, please contact NPathy’s Clinical Director on 1300 NPATHY (672849) to discuss how your records can be moved across to your new NP.

Nurse Practitioner skills:

Each NP has a different set of skills, experiences, qualifications, and background. Not all of the NPs contracted to NPathy can complete every ‘appointment type’. For example, only a few of our NPs can complete a formal ADHD assessment or NDIS Access Request Form. You consent to check a NP profile on the website prior to booking an initial appointment to ensure your needs will be met. No refunds can be provided for booking the incorrect NP that doesn’t align to your needs.

Confirming Appointments: 

You will be sent an automated SMS reminder which has the requirement to respond Y for confirm attendance and N for cancelling the appointment. It remains your responsibility to be aware of your scheduled appointments. Please contact us if you are having issues connecting at the time of your appointment. Your appointment can be made a phone appointment if you have failed to connect to a scheduled video appointment.

Time and Punctuality:

Your session will last the scheduled amount of time you booked in. For example, 60 minutes for an initial consultation for a new client. If you are late, your consultation will usually still finish at the scheduled completion time, to be fair to your treating Nurse Practitioner and the clients with sessions after yours. You will also still be charged for the full consultation.

Cancellation and No Show Policy: 

We understand an emergency may arise and you may not be able to attend your session as planned. You can reschedule or cancel your appointment no less than 24 hours via a link sent with your appointment confirmation or within the Patient Personal Health Record at your convenience. A Late Cancellation Fee of $70 will be charged if you cancel or reschedule your appointment less than 24hrs prior to your scheduled appointment time.

A No Show Fee of $70 will be charged if you do not attend your scheduled appointment. A Nurse Practitioner will continue to try to connect to you (via video or phone depending on your requested appointment type) for at least 15 minutes after your scheduled appointment time. After this, it will be considered a ‘No Show’ and a No Show Fee will apply.

These fees are not claimable through Medicare.

In case of serious illness or other extenuating circumstances, a late cancellation or no show fee may be reviewed/refunded at NPathy’s discretion. Evidence may be requested.

The cancellation or no show fee amount will be automatically be deducted from your advanced payment and the remaining amount will be refunded back to you.

Service Fees:

Fees are payable at the time of booking. Payments accepted include credit/debit card and PayPal.

You understand that Halaxy’s Terms and Conditions. These can be on their website

Automatic Payments:

Usually, you will pay for your session in advance at the time of your booking. At times, in the case of an incorrect appointment booking type, i.e. you booked and paid for a short consultation and needed a long consultation, you give consent for an automatic payment for the long consultation to be processed using your credit card details saved on file. This process will make it easier for you to get on with your session with your Nurse Practitioner without worrying about administrative/billing issues.

Online Medicare Rebates Claiming:

NPathy Pty Ltd allows you to claim Medicare rebates instantaneously using online Medicare claiming. This means that you do not have to go to the trouble of taking your invoice to a Medicare office or online to claim any Medicare rebates. Instead, NPathy electronically submits the claim to Medicare in within our client management system Halaxy, and Medicare pays the rebate directly into your bank account.

By providing your Medicare card details in your Patient Personal Health Record, you agree receive Medicare rebates as entitled as well as agreeing to assign the Medicare benefit “assignment of benefit” to your treating Nurse Practitioner should he/she ever choose to bulk-bill you for a service.


NPathy works with children from the age of 12. NPathy’s contracted Nurse Practitioners do their best to be open and communicative with a child’s parent/guardian, however cannot disclose personal or sensitive information if the child does not provide explicit permission (verbal or written) to do so. If there is any risk of harm to self or others, this will be disclosed to the parent in a timely manner.

NPathy’s Responsibilities to You

NPathy has contracted independent Nurse Practitioners, under service agreements. This means that Nurse Practitioners practice independently and autonomously with the assistance provided by the NPathy’s online platform.

NPathy’s Nurse Practitioners will aim to:

  • Provide the service as advertised
  • Be open and honest about how they can help
  • Be polite and respectful
  • Respect your values and beliefs
  • Assist you to make informed choices
  • Protect you from violence, abuse or discrimination
  • Provide joint decision making about the services and support offered
  • Listen to feedback and resolve any issues
  • Keep information confidential and secure
  • Minimise conflict between you and the organisation
  • Abide by all relevant legislation
  • Review how the service is working for you
  • Accept complaints and feedback
  • Implement any suitable changes as a result of feedback

As a company, NPathy will aim to:

  • Resolve all escalated concerns in a timely manner
  • Ensure you receive invoices/receipts
  • Ensure your Medicare rebate is paid (if applicable)
  • Abide by all relevant legislation
  • Accept complaints and feedback
  • Accept reviews on public platforms
  • Implement suitable changes as a result of feedback
  • Ensure contractors are registered health practitioners with prescribing capabilities
  • Ensure contractors have the correct level of insurances
  • Ensure contractors have a clean criminal record
  • Ensure contractors have valid working with children clearances

Should you have any questions or concerns about this or anything else, please do not hesitate to contact NPathy Clinical Director on 1300 NPATHY (672849).

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