Patient Terms

‍1. Non-Emergency Services

• Healing Leaves Clinic services are not intended for medical emergencies.
• In cases of emergency, call local emergency services immediately.
• Our staff may contact emergency services if they reasonably believe a patient is at risk of serious harm.

2. Appointment Bookings

• All appointments must be booked through our official booking system.
• You must provide a valid email address, phone number, and other contact details at the time of booking to ensure you receive confirmation, reminders, and follow-up communications.
• Payment is required at the time of booking to secure your appointment. Unpaid bookings may be automatically cancelled.
• Bookings made via third-party services or unofficial channels are not recognised.
• By booking, you give us permission to access your My Health Record so we can provide a safe and accurate assessment of your health.

3. Confirmation of Appointments

• Once a booking is made, you will receive a confirmation email with all relevant details, including date, time, practitioner, and location/method of service.
• Please review the confirmation carefully and notify us immediately of any errors.
• Appointment times are displayed in Australian Eastern Standard Time (AEST – Brisbane, QLD, GMT+10). If you are booking from another time zone, the confirmation email will reflect the adjusted local time, but it is your responsibility to attend at the correct scheduled time.

4. Rescheduling Appointments

• Requests to reschedule must be made prior to the scheduled appointment.
• While we will make reasonable efforts to accommodate rescheduling requests, availability cannot be guaranteed due to clinic capacity or practitioner schedules.
• Rescheduled appointments remain subject to the same payment and cancellation policies as the original booking.

5. Cancellations and Refunds

5.1 Refund Eligibility

• Strict Conditions: Refunds are available only if you are deemed ineligible for our services following an initial assessment by our healthcare professionals.
• No Refunds for Eligible Patients: If you are assessed as eligible but choose to cancel or not proceed with your appointment for any reason, no refund will be issued.
• No-shows or late cancellations: May incur a fee up to the full cost of the appointment.
• After missing 3 appointments: You will be required to rebook and pay the appointment fee again, as this is considered a new appointment.
  

5.2 Appointment Delays

• Scheduling Goal: Appointments are typically scheduled within 7 business days of booking.
• Possible Delays: Due to demand, scheduling may extend to 14–21 business days.
• Policy on Delays: Refunds will not be issued for scheduling delays, regardless of length.
  

5.3 Change of Mind

• No Refunds: Patients who are eligible but decide not to proceed for personal reasons are not entitled to a refund.
• Acknowledgement: By booking, you accept that refunds are not available for change of mind.
  

5.4 Time Zone Policy

• All booking times are in Brisbane, QLD (AEST, GMT+10).
• Confirmation emails reflect applicable time zone adjustments.
• You are responsible for attending at the scheduled time considering your local time zone.

6. Patient Responsibilities

• You must ensure you are available at the scheduled appointment time. Missed or late appointments may result in forfeiture of your booking and payment.
• You must account for time zone differences when attending your appointment.
• Provide complete, accurate, and up-to-date medical information, including medications, medical history, and current health status.
• Follow practitioner instructions and treatment plans carefully.
• Promptly report any adverse effects experienced from treatment, including but not limited to sedation, fatigue, nausea, dizziness, hallucinations, agitation, memory changes, or balance issues.
• Inform your prescribing doctor of any changes to other medications, health conditions, or lifestyle factors that may affect treatment.
• Maintain a detailed log of doses, symptom changes, and other relevant observations to support safe monitoring.

7. New Patient Policy

• Patients must be 20 years of age or older to receive treatment.
• You acknowledge and understand the potential risks and complications associated with unregistered medicines and experimental treatments.
• You agree to follow all recommendations from your prescribing doctor regarding dosage, treatment plans, and follow-up care.
• You confirm that you will not use illicit drugs or any medications not disclosed to or approved by your prescribing doctor.
• You agree to attend regular follow-up consultations, including via Telehealth as required.
• You acknowledge the possibility of unknown risks and side effects associated with treatment.

8. Drug Prescription Policy

• You acknowledge and understand that medicines prescribed under the Therapeutic Goods Administration’s Special Access Scheme Category B (TGA SAS-B) are unregistered medicines, meaning their safety, quality, and efficacy have not yet been fully evaluated by the TGA.
• You understand that these medicines may carry uncertain or limited long-term safety data, and that all use is under the supervision and clinical judgment of your prescribing doctor.
• Driving, operating heavy machinery, or performing tasks requiring alertness while under the influence of these medicines may be unsafe and could result in legal or criminal consequences, including adverse Roadside Drug Testing outcomes.
• You must follow all dosage instructions carefully and report any adverse effects promptly.
• Your prescribing doctor is required to report treatment outcomes to the Australian Government, including the TGA and Department of Health.
• You consent to your clinical outcomes being shared for medical research, treatment optimisation, or regulatory purposes in a de-identified form.

8.1. Scope of Use

• All prescriptions issued by our clinic are strictly for redemption within Australia.
• Prescriptions are not valid for redemption outside of Australia, including but not limited to overseas jurisdictions and Norfolk Island.
  

8.2. Restrictions on Medications Containing CBD or THC

• Products containing cannabinoids (CBD or THC) prescribed under Australian law are for use within Australia only.
• Exporting, transporting, or using these products outside of Australia or in restricted territories (including Norfolk Island) is prohibited.
  

8.3. Patient Responsibility

• Patients are responsible for ensuring that prescribed products are used only within Australia, in accordance with Australian laws and regulations.
• Attempting to carry, use, or redeem these prescriptions outside of Australia may result in legal consequences under international or local laws.
  

8.4. Acknowledgement

By accepting a prescription from our clinic, you acknowledge and agree to comply with this Prescription Use Policy, including all restrictions on overseas or non-Australian use of prescribed products.

10. Discharging

We care about our patients and want to make the transition process as smooth and professional as possible.

• A $69 administration fee applies for the preparation of an official discharge letter.
• This fee covers the administration and processing time required by our clinical and support team.
• Each discharge letter is prepared and reviewed by our team to ensure accuracy and completeness.
• Discharge letters are provided upon patient request or where deemed clinically appropriate by the practitioner.
• Requests must be made through the official discharge form found here on our website.

11. Sharing of Data

To provide safe, effective, and streamlined patient care, Healing Leaves Clinic may share your information within our trusted network of medical professionals, pharmacies, regulatory agencies and affiliated service providers. This may include your contact details, consultation notes, prescriptions, and other relevant health information necessary for the coordination and continuity of your care.

All sharing of data is conducted in accordance with applicable privacy laws and professional confidentiality obligations. Information is only shared with authorised parties who are directly involved in your treatment, prescription fulfilment, or ongoing care management.

We do not sell or disclose your personal or health information to third parties for marketing or unrelated purposes. Any data shared outside of our network (for example, to external specialists or laboratories) will only occur with your consent or as required by law.

12. Respectful Conduct

Our clinic is committed to providing a safe, respectful, and supportive environment for both patients and staff. This policy sets out our zero-tolerance approach to abusive, aggressive, or inappropriate behaviour.

12.1. Unacceptable Behaviour

The following conduct will not be tolerated under any circumstances:

• Verbal abuse, shouting, or threatening language.
• Physical aggression, intimidation, or harassment.
• Discrimination, offensive remarks, or inappropriate comments.
• Repeated unreasonable demands, disrespectful conduct, or disruptive behaviour.

12.2. Our Rights

• Refusal of Service: We reserve the right to refuse service to anyone engaging in abusive or inappropriate behaviour.
• Termination of Relationship: We may discharge a patient from our clinic if conduct breaches this policy.
• No Refunds: In cases of abuse, patients will not be entitled to refunds, regardless of appointment status or eligibility.

13. Acknowledgement and Acceptance

• By booking an appointment with Healing Leaves Clinic, you confirm that you have read, understood, and agreed to these terms.
• You acknowledge that compliance with these terms is a condition of receiving treatment.