Policies and Procedures Documentation

Welcome

Welcome to Nurturing Hands Allied Health Pty Ltd.

We provide Allied Health Assistance and therapy-program support in partnership with each participant's own treating Allied Health Professional. Our services may be delivered in your home, school, workplace, community setting or through telehealth, where appropriate.

We work with participants, families, carers, support workers, support coordinators, plan managers and treating professionals. Our aim is to provide practical, respectful and consistent support that fits into everyday life.

Our service model

Nurturing Hands does not employ Allied Health Professionals such as Physiotherapists, Speech Pathologists or Occupational Therapists.

We are an Allied Health Assistance provider. Our Allied Health Assistants deliver agreed therapy programs and regular practice sessions under the direction and guidance of the participant's own treating Allied Health Professional.

Your treating Allied Health Professional is responsible for assessment, diagnosis, prescribing or designing the therapy program, and clinical oversight. Our Allied Health Assistants carry out the agreed program within their role and communicate relevant progress or concerns to the treating professional.

We do not replace your treating Allied Health Professional. If you do not yet have a treating Allied Health Professional, you will generally need to engage one before Allied Health Assistance can be delivered under that professional's direction.

We also provide Social Work/Psychosocial support, including Behavioural Therapy where it falls within the agreed psychosocial support arrangement, and Telehealth Counselling.

Our commitment to you

You can expect us to:

• treat you with dignity, respect and kindness;
• listen to your goals, preferences and concerns;
• support your right to make choices about your life and supports;
• provide services in a way that is safe, respectful and appropriate to your needs;
• communicate clearly with you and your support team;
• work within the direction and guidance of your treating Allied Health Professional;
• provide support that is consistent with the agreed program and our role;
• protect your privacy and handle your information carefully;
• explain information in a way you can understand;
• respond to concerns and complaints fairly and respectfully; and
• work with you to make reasonable adjustments where possible.

Your rights

You have the right:

• to be treated with respect and without discrimination;
• to make your own choices and have control over your supports;
• to be involved in decisions about your therapy and support;
• to receive information in a way you can understand;
• to ask questions and receive clear answers;
• to privacy and confidentiality;
• to feel safe and to be free from abuse, neglect, violence, exploitation and discrimination;
• to have a family member, support person, advocate or interpreter with you;
• to receive culturally safe and accessible support;
• to give feedback or make a complaint without fear that it will affect your supports;
• to change your mind about a decision, where appropriate;
• to understand the services being offered, their cost and any relevant conditions; and
• to seek help from an advocate or external organisation.

These rights reflect the principles of the NDIS Code of Conduct and the NDIS Practice Standards. They also apply to participants receiving services through other funding arrangements, as appropriate.

If you or another person is at immediate risk of harm, call 000. You can also contact a trusted person, an advocate or an appropriate support service.

Your responsibilities

To help us provide safe and effective support, we ask you to:

• treat our staff and other people involved in your support with respect;
• provide information that is relevant to your support;
• tell us about changes that may affect your sessions, safety or support needs;
• tell us if your treating Allied Health Professional changes the program or direction;
• provide reasonable notice if you need to change or cancel an appointment;
• provide a safe and suitable environment for sessions;
• make sure a parent, guardian, carer or support person is available where this is required;
• follow the program agreed with your treating Allied Health Professional;
• tell us if an activity causes pain, distress, discomfort or concern; and
• work with us to resolve concerns as early as possible.

We understand that circumstances can change. Please contact us if you are unsure about any of these responsibilities or need support to meet them.

How we work with you and your treating Allied Health Professional

Before Allied Health Assistance begins, we need appropriate information and direction from your treating Allied Health Professional.

Your treating Allied Health Professional may provide a written program, instructions, goals, safety information or other relevant guidance. Our Allied Health Assistant then delivers the agreed activities within their role and level of training.

We may communicate with your treating Allied Health Professional about matters such as:

• the agreed program and goals;
• how sessions are progressing;
• activities that are difficult or unsuitable;
• changes in your needs or circumstances;
• risks, incidents or concerns; and
• questions about the next steps.

We will seek your consent before sharing information, unless sharing is permitted or required by law.

We will not independently diagnose, prescribe treatment or change your clinical program.

If you do not currently have a treating Allied Health Professional, please speak with your support coordinator, plan manager, GP or another appropriate professional about arranging one.

Your privacy

We collect information that is reasonably needed to provide and manage your supports. This may include your name, contact details, NDIS or TAC information, funding details, support needs, session information and health information.

Health information is sensitive information. We take care to protect it.

We may collect, hold, use and share information to:

• assess and arrange your services;
• deliver and document your support;
• communicate with your treating Allied Health Professional and support team;
• manage safety, incidents, complaints and risks;
• process payments and funding information;
• meet legal, regulatory and reporting obligations; and
• improve our services.

We generally share your information only with your consent, with people you have authorised, or where sharing is permitted or required by law. This may include your treating Allied Health Professional, support coordinator, plan manager, parent, guardian, carer or other support person where appropriate.

We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth), as applicable.

You can ask for a copy of our Privacy Policy V2.0 / version 2 by contacting us:

• Phone: 03 9003 0253
• Email: deb@nurturing-hands.com.au
• Post: 15 Caromar Street, Croydon VIC 3136

You may also contact us to ask about accessing or correcting your personal information, or to raise a privacy concern.

Fees, funding and cancellation

We may provide services to NDIS participants, TAC clients and private clients. The way services are funded, charged and claimed will depend on your circumstances and the terms of your Service Agreement.

You should check with your support coordinator, plan manager, TAC contact or other funding body if you are unsure whether a service can be funded or claimed. Nurturing Hands does not guarantee that a particular service will be funded, approved or reimbursed.

Cancellation terms

We ask for at least 24 hours' notice if you need to cancel or change an appointment. If you cancel with less than 24 business hours' notice, or do not attend, the full rate for that appointment is charged. If you cancel with more than 24 hours' notice, there is no charge.

For example, if your appointment is on Monday at 11:00am, you need to cancel by 10:59am on the Friday before.

We understand that emergencies, illness and unexpected events happen. Please contact us as soon as possible if you need to cancel at short notice. We will consider the circumstances and any applicable requirements under your Service Agreement and funding arrangements.

Ending our service

Either you or Nurturing Hands may end the service by giving 2 weeks' written notice.

Written notice may be provided by email or post using the contact details in this Charter. We will work with you to support a safe and orderly transition where possible.

If you need alternative supports, you can contact your support coordinator, plan manager, TAC contact or another appropriate funding representative to discuss your options.

Feedback and complaints

Your feedback helps us improve. You can raise a concern, provide feedback or make a complaint without fear that it will affect the support you receive.

You can have a family member, advocate, support person, interpreter or other trusted person help you make a complaint.

Step 1 — Tell us

You can tell your Allied Health Assistant, or contact Nurturing Hands directly:

• Phone: 03 9003 0253
• Email: deb@nurturing-hands.com.au
• Post: 15 Caromar Street, Croydon VIC 3136

You can ask someone you trust to contact us on your behalf.

Step 2 — We respond

We will acknowledge your feedback and aim to respond within 5 business days, where possible.

We will listen to your concerns, explain what we understand, and tell you what we are doing in response. Some matters may take longer to investigate. If this occurs, we will keep you informed.

We will handle complaints fairly, respectfully and as privately as possible.

Step 3 — External complaint

If you are not happy with our response, or if you would prefer to contact an external body, you can contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544
• Website: ndiscommission.gov.au

You may contact the NDIS Quality and Safeguards Commission about concerns relating to NDIS supports, including safety, quality, privacy, abuse, neglect, exploitation or the conduct of a provider or worker.

If you receive TAC-funded or other funded services, you may also raise concerns with the relevant funding body or organisation.

Making a complaint will never affect the support you receive from Nurturing Hands.

Contact us

Nurturing Hands Allied Health Pty Ltd
ABN: 70 682 174 812
Address: 15 Caromar Street, Croydon VIC 3136
Phone: 03 9003 0253
Email: deb@nurturing-hands.com.au
Website: nurturing-hands.com.au

Important note

This Charter is a summary of what you can expect from us and how we work together. It is not a substitute for your Service Agreement or our Privacy Policy.

This document is a practical, plain-English summary and is not legal advice.

This Charter will be reviewed at least annually, or sooner if there are important changes to our services, legal requirements or participant needs.

Participant Name: ______ NDIS Number: ______

Date of Birth: ______ Representative (if applicable): ______

Agreement Start Date: ______ Agreement End Date: ______

1. Purpose of this Agreement

This Agreement outlines the supports and services Nurturing Hands Allied Health Pty Ltd ("we", "our", "us") will provide to the Participant under their National Disability Insurance Scheme (NDIS) plan, and the rights and responsibilities of both parties. Our aim is to deliver high-quality allied health services in a supportive and respectful environment.

2. Services to Be Provided

We agree to provide the following supports:

• Allied Health Assistance / therapy programs delivered under the direction and guidance of the Participant's own treating Allied Health Professional (e.g., Physiotherapist, Speech Pathologist, Occupational Therapist)
• Social Work / Psychosocial support (including Behavioural Therapy)
• Telehealth Counselling

A full description of our services is available on our Services page.

3. Service Delivery

• Services will be delivered at the location agreed with the Participant.
• We will schedule appointments as per mutual agreement.
• Should circumstances change, both parties will communicate promptly.

4. Responsibilities

Our Responsibilities

• Provide supports that meet the Participant's needs at scheduled times.
• Consult the Participant about how supports are delivered.
• Treat all information as private and confidential (see our Policies and Procedures page).
• Issue invoices for services delivered.
• Listen to and work to resolve any concerns or complaints.

Your Responsibilities

• Inform us if your NDIS plan changes, or if you no longer wish to receive services.
• Provide us with relevant information that will help us provide appropriate supports.
• Attend scheduled appointments or provide at least 24 hours' notice to cancel (see Section 6).
• Pay any required fees within the agreed timeframe.

5. Fees & Billing

• Fees for our services will align with the current NDIS Price Guide.
• Participants or their representatives will be invoiced after services are delivered.
• Payment terms: 7 days from date of invoice.
• If services are Self or Plan Managed, invoices will be sent to the Participant or their NDIS Plan Manager.
• For NDIA-Managed participants, claims will be lodged electronically via the NDIS portal.

Our current rates and billing policies can be found on our Policies and Procedures page.

6. Changes and Cancellation

• Either party may end this agreement by giving 2 weeks written notice.
• We ask for at least 24 hours' notice to cancel or change an appointment. If you cancel with less than 24 business hours' notice, or do not attend, the full rate for that appointment is charged. If you cancel with more than 24 hours' notice, there is no charge. Example: if your appointment is Monday at 11:00am, you need to cancel by 10:59am on the Friday before.
• Any amendments to this agreement will be made in writing.

7. Feedback, Complaints, & Disputes

We value your feedback and aim to resolve concerns quickly. Raise concerns with our team via:

• Email: deb@nurturing-hands.com.au
• Phone: 03 9003 0253
• Contact form: nurturing-hands.com.au/contact

If unresolved, participants may contact the NDIS Quality and Safeguards Commission at 1800 035 544.

8. Privacy & Confidentiality

All personal information is handled in accordance with privacy law and our Privacy Policy. We will not disclose personal information without consent except as required by law.

9. Consent to Exchange Information

By signing this agreement, you give consent for Nurturing Hands Allied Health Pty Ltd to share relevant information with other service providers, health professionals, and your funding body for the purpose of supporting your NDIS plan implementation, unless otherwise advised by you in writing.

10. Agreement Acceptance

By signing below, all parties agree to the terms and conditions outlined in this service agreement. This agreement will remain in effect from the start date until the end date specified above or until otherwise terminated in accordance with Section 6.

Participant or Representative

Name: ______
Signature: ______
Date: ______

Nurturing Hands Allied Health Pty Ltd (Provider)

Name: ______
Signature: ______
Date: ______

For more information on our services and your rights, visit: nurturing-hands.com.au

About this agreement

This agreement explains:

• the support we will provide;
• how we will work together;
• what you need to do;
• what we need to do;
• how to cancel an appointment;
• how to end the agreement; and
• how to give feedback or make a complaint.

Please ask us questions if you do not understand something.

We can help explain this agreement.

We can provide information in another format where possible.

About you

Your name: ______

Your NDIS number: ______

Your date of birth: ______

The person who helps you, if any: ______

The date this agreement starts: ______

The date this agreement ends: ______

☐ You can attach a copy of your NDIS plan if you want to.

What we will do for you

We may provide:

• Allied Health Assistance;
• therapy programs under the direction and guidance of your treating Allied Health Professional;
• Social Work and Psychosocial support, including Behavioural Therapy; and
• Telehealth Counselling.

Your agreed supports will be discussed with you.

Your agreed supports will be recorded in your Service Agreement and support records.

How we work

Nurturing Hands is a registered NDIS provider.

We provide Allied Health Assistance.

We do not employ your Physiotherapist, Speech Pathologist or Occupational Therapist.

Your own treating Allied Health Professional makes your therapy plan.

Your treating Allied Health Professional gives direction and guidance.

Our Allied Health Assistants help you practise the plan.

Our Allied Health Assistants work within their role and training.

Our Allied Health Assistants do not diagnose you.

Our Allied Health Assistants do not replace your treating Allied Health Professional.

We can communicate with your treating Allied Health Professional about your program and your progress.

We will ask for your consent before sharing information, unless the law allows or requires us to share it.

If you do not have a treating Allied Health Professional, please speak with your support coordinator, plan manager, GP or another appropriate professional.

You may need to engage a treating Allied Health Professional before Allied Health Assistance can begin.

Social Work and Psychosocial support, including Behavioural Therapy, may be provided as a separate support.

Telehealth Counselling may also be provided.

Where we work with you

We may work with you in:

• your home;
• your school;
• your workplace;
• the community;
• another agreed place; or
• by telehealth, where appropriate.

We will discuss the location with you before services begin.

Your rights

You have the right to:

• be treated with respect;
• feel safe;
• make choices about your support;
• be involved in decisions about your support;
• have your privacy respected;
• ask questions;
• have a family member, advocate, carer or support person with you;
• receive information in a way you understand; and
• make a complaint without getting in trouble.

You can ask for an interpreter or another form of help.

You can say no to support.

You can change your mind about a decision.

Your responsibilities

Please:

• treat our team with respect;
• tell us if your needs or circumstances change;
• tell us if your treating Allied Health Professional changes your plan;
• tell us if you cannot come to an appointment;
• provide a safe place for your session;
• provide reasonable access to the agreed service location;
• follow the plan your treating Allied Health Professional makes; and
• tell us if an activity causes pain, distress or discomfort.

Please ask us for help if you are unsure about something.

What it costs

We may provide services to:

• NDIS participants;
• TAC clients; and
• private clients.

We will tell you the cost of your support before the support is provided.

We invoice after we deliver the service.

The way your service is paid for depends on your funding arrangements.

If you are unsure what your funding can pay for, ask your:

• support coordinator;
• plan manager;
• TAC contact; or
• other funding representative.

Nurturing Hands does not guarantee that a service will be funded, approved or reimbursed.

If you need to cancel

We need at least 24 hours' notice to cancel or change an appointment.

If you cancel with less than 24 business hours' notice, or do not come, we charge the full rate for that appointment.

If you cancel with more than 24 hours' notice, there is no charge.

For example, if your appointment is on Monday at 11:00am, you need to cancel by 10:59am on the Friday before.

Sometimes people get sick or have an emergency.

Please tell us as soon as you can.

We will talk with you about what happened.

You can contact us by:

• phone on 03 9003 0253; or
• email at deb@nurturing-hands.com.au.

Ending this agreement

You can end this agreement at any time.

You need to give us 2 weeks' notice in writing.

You can give notice by email or post.

We can end this agreement too.

We will give you 2 weeks' notice in writing.

We will explain why.

We will work with you to support a safe transition where possible.

You can ask your support coordinator or plan manager to help arrange alternative supports.

Your privacy

We keep your information safe.

We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

We collect information that we need to provide and manage your support.

This may include your health, disability, NDIS, TAC and funding information.

Health information is sensitive information.

We will usually ask before we share your information.

We may share information when the law allows or requires us to do so.

You can ask to see the information we hold about you.

You can ask us to correct information that is wrong.

You can ask us for a copy of our Privacy Policy V2.0.

To contact us about privacy:

Phone: 03 9003 0253
Email: deb@nurturing-hands.com.au
Post: Nurturing Hands Allied Health Pty Ltd, 15 Caromar Street, Croydon VIC 3136

Feedback and complaints

We want to hear what you think.

You can give feedback or make a complaint.

Step 1 — Tell us

You can:

• phone us on 03 9003 0253;
• email us at deb@nurturing-hands.com.au;
• post to 15 Caromar Street, Croydon VIC 3136; or
• tell your Allied Health Assistant.

You can ask a family member, carer, advocate or support person to help you.

Step 2 — We will respond

We will acknowledge your feedback.

We will try to reply within 5 business days, where we can.

We will tell you what we are doing.

Some matters may take longer to review.

We will keep you updated if this happens.

Step 3 — Contact an external organisation

If you are still not happy, you can contact the:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: ndiscommission.gov.au

Making a complaint will not change the support you get.

You will not get in trouble.

You can have someone help you make a complaint.

If you receive TAC-funded support, you can also contact the TAC about your concerns.

If you or someone else is in immediate danger, call 000.

Agreeing to this agreement

By signing, you agree that you have read or had this agreement explained to you.

You agree to the supports and terms in this agreement.

Participant or representative

Name: ______
Signature: ______
Date: ______

Nurturing Hands Allied Health Pty Ltd

Name: ______
Signature: ______
Date: ______

Contact us

Nurturing Hands Allied Health Pty Ltd
ABN: 70 682 174 812
Address: 15 Caromar Street, Croydon VIC 3136
Phone: 03 9003 0253
Email: deb@nurturing-hands.com.au
Website: nurturing-hands.com.au

This is an Easy Read version of our Service Agreement. It has the same meaning as our main Service Agreement. If the two documents are different, the main Service Agreement applies. This document is a plain-English summary and is not legal advice.

1. Introduction

Nurturing Hands Allied Health Pty Ltd ("Nurturing Hands", "we", "us", or "our") is committed to protecting your privacy and complying with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth). This Privacy Policy outlines how we collect, use, disclose, store, and protect your personal information.

2. Collection of Personal Information

We collect personal information necessary to provide allied health services, respond to your enquiries, manage appointments, and comply with applicable laws. This could include (but is not limited to):

• Full name, address, date of birth, gender
• Contact details (phone, email, emergency contacts)
• Medical history, health information, treatment details
• Medicare or NDIS numbers
• Billing, insurance, and payment information

We typically collect your information directly from you or your authorised representative. Occasionally, we may receive information from third parties such as other health professionals or support services.

3. Use of Personal Information

Your personal information is collected for purposes including:

• Providing allied health and support services
• Assessing eligibility for funding and processing claims
• Managing appointments and communications
• Coordinating with other providers involved in your care
• Meeting legal, regulatory, and insurance obligations
• Improving our service quality and operations

4. Use of AI-Assisted Clinical Documentation

We use an AI-assisted clinical documentation tool called Heidi to help produce notes about your sessions.

How this works:

• With your consent, a session may be recorded so that accurate notes can be created.
• The audio is converted into a written transcript, and the transcript is used to produce clinical notes about your session.
• Session recordings are automatically deleted after 90 days.
• Transcripts are automatically deleted after 90 days.

Heidi is a third-party service provider. This means your audio and transcript data is processed by that provider on our behalf, and some processing or storage may occur outside Australia. Where information is disclosed overseas, we take reasonable steps to ensure the provider handles it consistently with the Australian Privacy Principles, including under Australian Privacy Principle 8.

The clinical notes produced from your session form part of your health record. They are stored securely and handled in accordance with this Privacy Policy.

Inactive patient records in the AI documentation tool are automatically deleted after 365 days.

We will ask for your consent before recording a session for this purpose. You can decline, and we will take notes manually instead. You can also ask us to stop recording at any time during a session, or withdraw your consent at any time. Declining or withdrawing consent will not affect the support you receive.

We will not use your recording or transcript for any purpose other than producing your clinical notes, unless you have separately agreed in writing.

Our current retention settings in this tool are: sessions 90 days, transcripts 90 days, and inactive patient records 365 days. These settings are reviewed periodically.

Contact us using the details in Section 10 if you would like more information about the provider we use, or about how your information is handled.

5. Disclosure of Personal Information

We may share your personal information with:

• Medical or healthcare professionals involved in your care
• Your authorised representatives or support coordinators
• Relevant third-party service providers (e.g., IT, administration)
• Government agencies as required by law (including the NDIS or Medicare)
• Insurers and regulatory bodies

We will not share your information internationally or for marketing purposes without your explicit consent.

6. Storage and Security

We store personal information electronically and/or in hard copy. Reasonable steps are taken to protect your information against unauthorised access, misuse, disclosure, alteration, or loss. Access to your records is limited to authorised staff only.

7. Access and Correction

You have the right to access and update your personal information held by us, subject to certain exceptions permitted by law. If you wish to access your records or believe your information is incorrect, please contact us at:

Phone: 03 9003 0253

Email: deb@nurturing-hands.com.au

Post: Nurturing Hands Allied Health Pty Ltd, ABN 70 682 174 812, 15 Caromar Street, Croydon VIC 3136

Website: nurturing-hands.com.au

8. Website and Online Forms

When you visit our website, we may collect limited information such as your IP address and anonymous site analytics for service improvement purposes. If you complete our online forms, information provided will be handled as per this Privacy Policy.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will always be posted on our website at www.nurturing-hands.com.au.

10. Contact Us

If you have any questions or concerns about how we handle your personal information or wish to make a complaint, please contact:

Nurturing Hands Allied Health Pty Ltd

ABN 70 682 174 812

15 Caromar Street, Croydon VIC 3136

Phone: 03 9003 0253

Email: deb@nurturing-hands.com.au

Website: nurturing-hands.com.au

If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

About this form

You can use this form to tell us what you think.

You can tell us if you are happy.

You can tell us if you are not happy.

You can tell us what went well.

You can tell us what went wrong.

We want to hear from you.

Who can make a complaint?

You can make a complaint.

A family member can help you.

A friend can help you.

A carer can help you.

An advocate can help you.

A support coordinator can help you.

Anyone who supports you can help you make a complaint.

You can also make a complaint for someone else with their permission.

You can get help to make a complaint

You can ask someone you trust to help you.

You can ask for an interpreter.

You can ask us to help you fill in this form.

You can ask for this form in another format.

It is okay to ask for help.

How to tell us

You can:

• Phone us on 03 9003 0253.
• Email us at deb@nurturing-hands.com.au.
• Post this form to 15 Caromar Street, Croydon VIC 3136.
• Tell your Allied Health Assistant.
• Ask someone to contact us for you.

About you

Your name: ______

Your phone number: ______

Your email: ______

Your address: ______

Your address line 2: ______

What is the best way to contact you?

• ☐ Phone
• ☐ Email
• ☐ Post
• ☐ Another way: ______

Do you want someone to help you?

• ☐ Yes
• ☐ No

If yes, what is their name? ______

How do they help you? ______

What would you like to tell us?

Please tick one or more boxes.

• ☐ I want to give feedback. Something went well.
• ☐ I want to make a complaint. Something went wrong.
• ☐ I want to say thank you.
• ☐ Something else.

Tell us what happened in your own words.
______
______
______
______

What would you like to happen?

Please tell us what you would like us to do.

You can tick one or more boxes.

• ☐ Say sorry.
• ☐ Explain what happened.
• ☐ Fix the problem.
• ☐ Change something.
• ☐ Talk with me about what happened.
• ☐ Other.

I would like you to: ______

What happens next?

Step 1 — We will read your form.

Step 2 — We will contact you within 5 business days.

Step 3 — We will tell you what we will do.

Step 4 — We will try to fix the problem.

Step 5 — We will tell you the result.

We may need to ask you some questions.

We will keep you updated.

Making a complaint will not affect the support you get.

You will not get in trouble.

How we work

Nurturing Hands is an Allied Health Assistance provider.

We do not employ your therapists.

We work under the direction of your own treating Allied Health Professional.

Your therapist makes your plan.

Our team helps you practise it.

Your privacy

We will use the information in this form to respond to your feedback or complaint.

We will keep your information safe.

We may need to share information with people who are helping us look at your complaint.

We will ask for your permission before sharing information where possible.

Sometimes the law requires us to share information.

You can ask us how we use your information.

You can read our Privacy Policy V2.0.

If you have a privacy question, contact us:

Phone: 03 9003 0253

Email: deb@nurturing-hands.com.au

If you are not happy with our answer

You can tell someone outside Nurturing Hands.

You can contact the NDIS Quality and Safeguards Commission.

Phone: 1800 035 544

Website: ndiscommission.gov.au

This is free.

They are separate from us.

You can ask an advocate, family member, carer or support person to help you.

If there is an immediate danger, call 000.

You can also send this form back to us

Nurturing Hands Allied Health Pty Ltd

Post: 15 Caromar Street, Croydon VIC 3136

Phone: 03 9003 0253

Email: deb@nurturing-hands.com.au

This form is free.

You can get a copy in another format if you need one.

Participant details

Participant name: ______

Date of birth: ______

NDIS or TAC number (if applicable): ______

Date: ______

About this form

Sometimes we may ask to make an audio recording, a video recording, or take photographs during your therapy sessions or telehealth appointments.

This form asks for your permission.

You can choose some options and not others.

You can say no to all of them.

Consent is voluntary. Saying no, or changing your mind later, will not affect the support you receive, and you will not be disadvantaged in any way.

Why we might record

• To help you remember and practise your therapy program.
• To support clinical communication between our Allied Health Assistant and your own treating Allied Health Professional.
• To help us take accurate notes of your session using an AI-assisted clinical documentation tool (we use Heidi), so our records are accurate and so our Allied Health Assistants can spend their time supporting you rather than writing notes.
• For quality improvement and supervision.
• For staff training.
• Only if you separately agree, for promotion of our services.

What this consent covers — please tick each option you agree to

• ☐ I agree to my session being recorded for note-taking purposes using an AI-assisted clinical documentation tool (we use Heidi). The audio is transcribed to produce clinical notes about my session. Session recordings are automatically deleted after 90 days, and transcripts are automatically deleted after 90 days. I understand a third-party provider processes the audio to create the transcript and may process data outside Australia. If I do not agree, my Allied Health Assistant will take notes manually instead.
• ☐ I agree to audio recording of my therapy sessions or telehealth appointments, so I can listen back and practise my program.
• ☐ I agree to video recording of my therapy sessions or telehealth appointments, so I can watch back and practise my program.
• ☐ I agree to photographs or video being taken to document my therapy setup, equipment or progress.
• ☐ I agree to my treating Allied Health Professional being able to view or hear recordings of my sessions for clinical guidance and supervision of our Allied Health Assistants.
• ☐ I agree to recordings being used for internal quality improvement, supervision and staff training. Where recordings are used for training, they will be de-identified wherever practicable.
• ☐ I agree to photographs or recordings being used in Nurturing Hands promotional material, including our website and social media. This is optional and separate from your therapy. You can withdraw this consent at any time.
• ☐ I do NOT agree to any recording. That is completely okay. We will still provide your support as normal.

Recording for note-taking (AI-assisted transcription)

Nurturing Hands uses an AI-assisted clinical documentation tool called Heidi to help write session notes.

How it works: the session is recorded, the audio is converted into a written transcript, and the transcript is used to produce clinical notes.

Session recordings are automatically deleted after 90 days. Transcripts are automatically deleted after 90 days.

The clinical notes produced from the session form part of your health record and are retained in line with our record-keeping obligations.

Heidi is a third-party service. Audio and transcript data is processed by that provider, and some processing or storage may occur outside Australia. We rely on the provider's contractual and privacy arrangements, and we remain responsible for protecting your information. Where information is disclosed overseas, we take reasonable steps to ensure the provider handles it consistently with the Australian Privacy Principles, including under Australian Privacy Principle 8.

The notes produced become part of your health record. They are stored securely and handled in line with our Privacy Policy V2.0.

You can say no. If you do not agree, we will take notes manually instead and your support will not change in any way.

You can ask us to stop recording at any point during a session, and we will stop immediately.

You can withdraw your consent at any time.

You can ask us to take notes manually instead of using the AI transcription tool, at any time, and this will not affect your support.

What we will NOT do

• We will not record you without your consent.
• We will not record other people (including other participants, family members or support workers) without their consent.
• We will not use recordings for any purpose you have not agreed to.
• We will not sell your recordings or share them with anyone for marketing by a third party.
• We will not use recordings in a way that identifies you publicly unless you have specifically agreed to that.
• We will not make a recording of a session if you ask us to stop, or ask us not to start.
• We will not record a session for note-taking without your agreement.
• We will not use your recording or transcript for any purpose other than producing your clinical notes, unless you have separately agreed.
• We will not sell your recording or transcript, or share it for third-party marketing.

Your rights

• You can stop a recording at any time during a session. Just tell us.
• You can withdraw your consent at any time, in writing or by telling us. You do not need to give a reason.
• Withdrawing consent will not affect the support you receive.
• You can ask to see or hear a recording we hold of you.
• You can ask us to delete a recording we hold of you, and we will do so unless we are required by law to keep it.
• You can ask us to take notes manually instead of using the AI transcription tool, at any time, and this will not affect your support.
• You can ask us questions at any time.

How we store and protect recordings

Recordings are stored securely, either in our secure electronic systems or secure cloud storage. Access is limited to authorised staff and to the people who need it for the purpose you agreed to.

Session recordings used for AI transcription are automatically deleted after 90 days, and transcripts are automatically deleted after 90 days, in accordance with our settings. The resulting clinical notes are retained as part of your health record.

We handle recordings in line with our Privacy Policy V2.0 and the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Recordings are retained only as long as needed for the purpose you agreed to, or as required by law or our professional obligations, and are then securely destroyed or deleted.

Health information and images are sensitive information and are given a higher level of protection.

If there is a data breach likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

Withdrawing your consent

You can contact us by phone on 03 9003 0253, by email at deb@nurturing-hands.com.au, or in writing to 15 Caromar Street, Croydon VIC 3136.

Once we receive your withdrawal, we will stop recording and will delete or de-identify existing recordings unless we are legally required to retain them.

If a recording has already been used in published material, we will take reasonable steps to remove it.

Consent given by a representative

Representative name: ______

Relationship to participant: ______

Best contact: ______

I confirm I am authorised to give consent on the participant's behalf. Where the participant is able to express their own views, we will involve them in the decision as far as possible.

Declaration and signature

I have read this form, or had it explained to me. I understand what I am agreeing to. I understand I can change my mind.

Participant:

Name: ______

Signature: ______

Date: ______

Representative (if applicable):

Name: ______

Signature: ______

Date: ______

Nurturing Hands Allied Health Pty Ltd — staff witness:

Name: ______

Signature: ______

Date: ______

Contact us

Nurturing Hands Allied Health Pty Ltd

ABN: 70 682 174 812

Address: 15 Caromar Street, Croydon VIC 3136

Phone: 03 9003 0253

Email: deb@nurturing-hands.com.au

Website: nurturing-hands.com.au

If you are not happy with how we have handled your recordings or your information, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

This form is a record of your consent. It does not replace our Privacy Policy V2.0 or your Service Agreement.

This document is a plain-English summary and is not legal advice.