Your Provider’s Policies
A summary of the policies, requirements
and your responsibilities:
Paediatric health care in private practice is complex and highly regulated. These policies will help allow cost-effective and consistent provision of services with the highest possible quality of paediatric care. Please provide consent to these using the online form below, each year (such as when starting a new referral).
This policy summary outlines your responsibilities, our procedures and the terms and conditions of services.
Further details about each policy are provided on the website. The policies are modified occasionally to adapt to changing circumstances and legal requirements. Please review the Privacy Policy in detail.
Thank you for your attention and time. We hope that, with well-informed expectations and an understanding of the requirements (regulatory and other constraints), we can provide the best possible care.
Please complete the consent form below, at least yearly, especially when starting a new referral.
Respect & Trust
We understand that families can be worried or misunderstand situations or policies. We are experienced and knowledgeable; we wish to help you where possible. Your provider and their admin team have a right to a safe workplace free from aggression, accusations, deliberate rudeness, argumentativeness, unreasonable requests or harassment. Please read the full Respect and Trust Policy, as your interaction with us must comply with it.
Privacy
The Privacy Policy explains how we protect you and your child’s privacy under Australian Privacy Law and medical ethics. It explains how and why your child’s healthcare information is collected, held, used, and shared. Information is stored digitally in your child’s file in the practice software, on our server and in our Google Workspace. Security and access are protected by passphrases, two-factor authentication, and other industry-standard cybersecurity measures.
Collected Information includes the patient's and their parents' addresses, phone numbers, email addresses, contact details, and Medicare numbers. Medicare information is used for patients’ Medicare claiming. Patient correspondence, pathology requests and referrals usually require the inclusion of the patient’s address and contact details.
Parents’, siblings' and the patient's relevant health and developmental history, as well as parents’ concerns or perspectives about the child, are recorded and used in paediatric healthcare.
Even if you have discussed any privacy concerns with your provider, please alert the Practice Manager in writing to them without delay. This includes privacy-related changes or corrections, or any serious need to withhold a patient’s address from documents. Please ensure you read and understand the full Privacy Policy.
Privacy Concerns
Any privacy concerns should be raised immediately and in writing to the Practice Manager. Concerns that must be notified include
The need for changes or corrections related to your privacy in your child’s file, correspondence and related documents.
Any serious need to withhold a patient’s address from documents such as clinical letters, accounts, and booking information?
requests for contact or liaison with another parent or a third party or changes to your consents regarding this.
You can raise your concerns verbally with staff and your provider, but the request must be detailed in writing. The Practice Manager (or a senior staff member, under their direction) may then seek further clarification and will provide a response. Your provider relies on Prosper Paediatrics to manage your privacy and patient file so it is always necessary to promptly advise us, even if you have discussed it with your provider.
Mitigating privacy breach risks
We use various communication systems, templates and procedures to help us reduce the risk of privacy breaches. Information is stored in the practice software systems and other associated systems in accordance with industry standards.
Please ensure you read and understand the full Privacy Policy. It is available by clicking on this link:
AI Scribe use by associated doctors
Associated providers may use an AI Scribe Tool. This tool 'listens' and, using generative AI, drafts structured clinical documents such as notes and letters. The associated doctors have found this tool greatly helps them keep better records and prepare comprehensive letters more quickly. They remain responsible for checking all documents and notes to avoid errors.
Please raise any questions or concerns with your provider at the beginning of an appointment, even if they forget to ask. Your provider will be happy to explain the AI Scribe, its use, and address your questions and concerns. If you decline consent to its use, the provider will conduct the consultation without the aid of the tool.
Communication, contact & document transfer
You are responsible for being contactable by email, phone and SMS.
We will only seek to contact you about matters necessary to your provider’s care.
Please add our phone number and email address to your contacts list to ensure you can respond promptly and that our emails go to your inbox and are readily searchable.
Email is our primary method of communication for information, questions or requests, booking details, and accounts. Written information via email enables us to use well-designed software systems, templates, and procedures for cost-effective, consistent, and accurate communication while mitigating cybersecurity and privacy risks. Also, text can be readily translated when parents do not have a strong command of English.
Please provide an email account secured against third-party access. This should also be one that can be shown to your child’s other parent unless a court has ordered limits or restrictions on their access to information about the child’s healthcare, appointments, and accounts. From the age of 16, patients should also provide their email.
Families may request that the email addresses of both parents be entered in the primary email contact field. Some busy parents find that this helps with their communication and family organisation of appointments and medications. If you would prefer this, please organise for both parents to email us their written request.
Our phones are often busy. Leaving a voicemail or sending an email allows us to respond quickly. Online forms should be used for common requests, such as prescription renewal and forms.
We send SMS to alert you to important emails, provide reminders, or our need to speak with you. However, we do not accept cancellations or requests via SMS.
Consultation requests or questions for your doctor.
Reception staff understand the requirements and policies of each associated provider. Staff will resolve questions or requests where possible.
If the matter requires the provider’s attention, staff will usually offer an appointment or place your child’s appointment on a cancellation list. They will enter your question or request in the provider’s Task List. Some routine requests should be managed using the online forms.
Consultation by phone or email is not offered unless a provider judges it appropriate. This will generally only be for very simple or brief matters that do not require discussion. Booked appointments are necessary for clinical consultations.
Test and Scan results
These are alerted to your provider, who will provide feedback in a clinically appropriate time frame. This may be in an appointment booked for the purpose or for a later review. Your provider may email or phone you. Providers generally request that a copy is sent to your GP. Where an urgent change of management may be needed, the pathologist, radiologist or other subspecialist alerts your provider in addition to the standard software results or report notification. Most results and reports do not require urgent feedback from your provider. Either way, there is no need to contact reception. Staff are not permitted to provide results.
Requests for Prescription renewals, and various forms, letters or other documents.
These requests are generally billed services and should be made using our online Request Forms in accordance with the advised procedures. Documents are emailed, and prescriptions are sent as eScripts to your phone.
Requests for copies of your child’s record of care
Associated providers are encouraged and facilitated to copy their letters to parents via email. Most do this routinely. Unless families opt out, letters and reports are uploaded to your child’s myHealth. Providing an additional copy of the records or any documents is an additional service, and fees are charged for such requests. Written consents are required, and additional verification may be needed if the patient is aged 16 or older, or where the records are to be provided to a third party. Please submit your request using the online Request Form.
Appointment Bookings
All Appointment bookings and cancellations are confirmed in writing via Email. Please keep any Booking Email on hand, read it, and carefully check for any matters that need your attention. The Booking email provides the appointment details, your child’s referral status, and various attendance requirements and reminders. Please note the booking in your calendar or diary.
Notice of at least 16 business hours must be provided by phone, voice mail or email if you no longer wish to attend an appointment. Notice by SMS is not accepted.
Appointments may be delayed or cancelled if your provider unexpectedly cannot provide services. This may be due to factors such as your provider becoming ill or unexpectedly closing their private practice. If your provider can no longer provide services, another associated provider may be able to accept your child’s referral as a new patient, subject to their professional judgment regarding their current patient load, practice scope, and capacity constraints.
Fees, fee payment policies, and fees for late payment.
Your provider's fee schedule and invoicing are at their discretion and are advised in advance. They do not bulk-bill. The online schedule is kept up to date with any changes and linked in every Booking Email. The link is also available in the New Patient Appointments section of the website.
Temporary concessions are only available in limited circumstances for long-established patients.
Fees are charged for appointments and other services, including the management of delayed account settlement, script renewal and form completion requests. See your Provider’s Fee Payment Policy for details.
Medicare requirements for rebates- your responsibilities
If services meet Medicare requirements, families may claim rebates after paying their invoice. Medicare rules about referrals and attendance on the patient are strict.
For Medicare purposes and clinical need, the paediatric patient must attend their appointment to be observed, examined, and interact with their doctor during most or all of the consultation.
Parents are responsible for ensuring a current and valid referral is on file. If not filed before the appointment commences, a smaller rebate may be available. Your child’s referral status and expiry date are advised in Booking Emails.
Joint Parental Responsibilities & involvement.
This policy concerns Joint Parental Responsibilities in private paediatric healthcare and outlines your associated provider's policy.
Even when separated or divorced, parents usually have joint responsibility for involvement, decision-making, and accounts and rights to access information regarding their child’s healthcare until their child is 16 years old. Unless court orders require otherwise, parents should ensure that they share any information relevant to their joint responsibilities with their child’s other parent.
If difficulties arise with the required information sharing, both parents will be required to provide email addresses for the primary recipient field, which can be shown to the other parent. This will allow us to routinely email both parents to assist you with sharing information in accordance with your joint responsibilities.
If you and your child’s other parent are estranged, separated or divorced, please request our handout and read through the detailed information on the website.
If there are any current Court Orders regarding parenting, access, or proximity, please send us a copy without delay. Please alert us to any serious privacy concerns related to the orders or your situation.
Except where Court Orders preclude it, or there is only one legal parent, contact details for both parents are required.
Please contact us if you have any questions or concerns.
Patients aged 16 to 18 years of age
For patients aged 16 years or older, healthcare information cannot be provided to a parent without the patient being present, unless the patient has provided clear written consent in advance. This consent is required to continue care with your paediatric specialist.
Your associated paediatric provider will usually require that your parents or guardian continue to provide assistance and support, manage bookings, share information, attend appointments with you, and remain responsible for prescriptions and accounts, as previously.
Therefore, from the age of 16, you will be asked to provide consent using our Consent Form at least yearly. You can withdraw your consent at any time, but you must do so in writing with sufficient notice.
Notwithstanding that you have consented to share, and your provider's general sharing of information, your provider will be happy to sometimes consult with you privately during appointments or on the phone and to limit their sharing of some information with your parent if they judge it appropriate for your best interests.
If you have concerns or wish to continue care with your associated provider but wish to significantly limit or stop your parents’ or carer’s sharing of information and involvement, you should discuss these with your provider. If satisfied that there are exceptional reasons and the limitations requested would be in your (the patient’s) best interest, and reasonably manageable, the provider may agree to a special arrangement or accommodation and note this on file.
Requirements when visiting the rooms
All visitors to Prosper Paediatrics must take care and manage their children’s behaviour to avoid difficulties or disruptions to services, unsafe situations, distress or discomfort to others, infectious risks, damage or soiling, or the risk of harm to small children through choking or ingestion. We ask that, apart from baby formula, you do not bring food, snacks or drinks other than water when attending appointments.
If you have infectious illness symptoms, please arrange to attend your appointment by video unless your provider asks to reschedule or makes other special arrangements. This helps young or immunocompromised patients, staff, and providers avoid infections that may result in serious illness and service disruptions.