THE HOLLAND CLINIC
FULL TERMS & CONDITIONS
1. OUR COMMITMENT
1.1. The practitioners at The Holland Clinic are committed to supporting, guiding and treating their patients. The Holland Clinic is founded on a belief in the power of regenerative healing and our practitioners hope to work with you to reach your optimum health and vitality.
2. YOUR COMMITMENT
2.1. In order to achieve outstanding treatment results, we require commitment from you.
2.2. All of our professional recommendations are based on the information provided by you, objective and expert examination by our practitioners and the specific goals determined by you and your practitioner.
2.3. You confirm that you understand that it is your choice as to what information you provide and that withholding or falsifying information might act against the best interests of your assessment and treatment progress.
2.4. You acknowledge that outstanding results requires you to undertake work outside of treatment sessions (in accordance with practitioner advice) and that this is ultimately your responsibility. You also acknowledge that an infinite number of variables can impact on the outcomes of any treatment programme.
2.5. We are unable to guarantee that our treatments will result in a cure of your particular complaint or condition. We recommend treatments that we believe are likely (based upon our experience and training) to be effective, but we cannot guarantee results.
2.6. You must be aged 18 or over to book an appointment at The Holland Clinic. Dr Holland does not treat children.
3.1. We welcome your feedback. Please email us or speak to our administration staff if you would like to provide feedback.
4.1. Once the most appropriate treatment programme for you is determined, you will be provided with a fee schedule describing all associated costs prior to signing up or committing to the programme. The decision to undertake the treatment programme is entirely yours. By attending an initial consultation, you are not obliged to undertake the treatment programme.
4.2. All consultations outside of a treatment programme must be paid for in full at the time of booking, prior to attending the appointment. All treatment programmes must be paid for at the time of booking, either in full or via a pre-approved payment plan.
4.3. For payments in full: We accept cash, EFTPOS, credit cards and direct debit payments.
4.4. For payments via pre-approved payment plans: After discussion with Dr Holland, you may be offered the option of a payment plan (for 6 or 12 session programmes only). Payments must be made weekly (independent of the schedule of appointments) for the duration of the programme. Therefore 6 session programmes will be paid for in 6 weekly instalments, while 12 session programmes will be paid for in 12 weekly instalments. By undertaking a treatment programme on a payment plan, you agree to pay for the entire programme.
4.5. For online bookings, full payment is required immediately via credit card.
4.6. Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received.
5. THE HOLLAND CLINIC TREATMENT PROGRAMMES
5.1. The Holland Clinic provides a series of multiple session treatment programmes.
5.2. If, following your first session, you feel that the programme is not right for you, we will refund the remaining portion of your programme.
5.3. If you continue with the programme after the first session the programme costs are non-refundable.
5.4. Programme fees are non-transferable. You cannot substitute the cost of services within a programme to pay for supplements, herbal formulae or other treatments at the clinic.
5.5. All programme sessions must be used prior to the expiration date:
5.5.1. 4 session programmes: the programme expires 4 months from the starting date
5.5.2. session programmes: the programme expires 6 months from the starting date
5.5.3. session programmes: the programme expires 6 months from the starting date
6.1. The Holland Clinic is committed to providing an impeccable level of care for you and all our patients.
6.2. There is a strict cancellation policy in relation to missed appointments and late cancellations. Please assist us by letting us know as soon as possible when needing to cancel or change an appointment.
6.3. We require this notice to ensure that patients on waiting lists can take advantage of available appointment times. Appointments are also run back-to-back and late arrivals can impact other clients.
6.4. The fee for an initial consultation (prior to the commencement of a treatment programme) is non-refundable. However you do have one opportunity to reschedule the initial consultation due to unforeseen circumstances, providing at least 24 hours’ notice.
6.5. If you do not provide at least 24 hours’ notice when rescheduling or cancelling, your appointment will take place over the phone. If you are unable to participate in a phone consultation and we cannot fill your scheduled appointment time from our waitlist, the appointment is forfeited and the fee is non-refundable. For those undertaking treatment programmes, the missed session will be deducted off the programme total.
6.6. Any outstanding cancellation fees will need to be paid before making another appointment.
7. LATE APPOINTMENTS
7.1. Initial consultations can take up to 90 minutes. All other consultations can take up to 45 minutes.
7.2. If you arrive late to an appointment, but within your appointed time slot, you may receive a shorter consultation in an effort not to inconvenience other clients.
7.3. It is up to the discretion of your practitioner as to how long they will wait for you to arrive to your appointment. They may deem it inappropriate to begin a consultation if you are significantly late, and your appointment will be considered a missed or cancelled session and your fee forfeited.
8. CONSENT TO TREATMENT
8.1. By signing these Terms and Conditions you give consent to our practitioners to perform all necessary examinations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your health.
8.2. You understand that Dr Holland holds dual qualifications as a qualified Chinese Medicine Practitioner as well as a Practitioner of Environmental and Nutritional Medicine.
8.3. You acknowledge and accept that:
8.3.1. Dr Holland utilises both these skills and qualifications when treating you.
8.3.2. Dr Holland’s practice of Traditional Chinese Medicine (including the provision of acupuncture and Chinese medicine) is regulated by AHPRA.
8.3.3. Dr Holland’s practice of environmental and nutritional medicine (including the prescription of vitamins and supplements and health coaching in general) is not regulated by AHPRA. AHPRA chooses to regulate certain allied healthcare practices and under their Act, the above mentioned are not regulated services. However please be assured, Dr Holland practices with the utmost professionalism and integrity in all aspects of her treatment and care.
8.4. You understand that during your treatment, care may be rendered by different practitioners at The Holland Clinic.
8.5. You understand that you have an opportunity to discuss with your practitioner the nature and purpose of your treatment before any treatment is given.
8.6. You acknowledge and accept the following:
8.6.1. The physical nature of acupuncture and related treatments.
8.6.2. The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
8.6.3. The probability of risk is lowered by screening procedures and the level of skill and experience of our practitioners.
8.6.4. Treatment at The Holland Clinic is not the only treatment available to you. You acknowledge that other treatment options may exist, such as medication, medical care, hospitalisation or surgery. The choice of treatment is entirely up to you.
8.6.5. The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
8.7. Most clients receive our services without the need of a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that the referring practitioner is informed about treatment provided at the clinic and the results of testing, if appropriate. We encourage all practitioners involved in your care to work together to obtain the best health outcomes for you.
9. CONSENT TO OBTAIN AND RELEASE INFORMATION
9.1. For patients undergoing an insurance, compensation or other legal claim, to expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers. Your explicit consent will be obtained before any communication with others outside the clinic is made.
9.2. By signing these Terms and Conditions you give permission for practitioners of The Holland Clinic to discuss your treatment with each other and to exchange information regarding your care. Practitioners at The Holland Clinic will discuss this with you beforehand and, as above, your explicit consent will be obtained.
u shall be liable for the damages as though we had proceeded with a trial.
10. ATTENDING THE CLINIC
10.1. Our clinic is run within an apartment block and due to the close proximity of our neighbours, please be quiet and respectful when entering and leaving the building.
11. PRIVACY AND CONFIDENTIALITY
11.1. We value our relationship with you, and we respect you and your legal right to privacy.
11.2. We collect your health and personal information for the sole purpose of providing you with health and wellbeing services.
11.3. The Holland Clinic complies with the Health Privacy Principles set out in the Health Records Act 2001 (Vic) and the Australian Privacy Principles set out in the Privacy Act 1998 (Cth).
11.4. The types of information that we gather and use include:
11.4.1. Your financial transactions with us (billing transactions);
11.4.2. Your medical history, treatment notes, all test results, and any letters, faxes, emails or telephone conversations to or from other health care practitioners;
11.4.3. Your health care providers, insurance companies, worker’s compensation and your employer, and other third-party administrators (e.g. requests for medical records, claim payment information).
11.4.4. We also use your contact information to communicate with you about clinic matters including changes to opening hours and any promotions we are offering. Please let us know if you wish to no longer be contacted by us.
11.5. We have put in place safeguards to ensure your information is securely maintained, including:
11.5.1. Restricted access to facilities where information is stored.
11.5.2. Policies and procedures for handling information.
11.5.3. Requirements for third parties to contractually comply with privacy laws.
11.5.4. All medical files and records are kept on a separate and permanent file in your name.
11.6. You may access or correct information about yourself by contacting us at any time during your time as a patient at the clinic. When you are no longer a current patient at the clinic, it is your responsibility to store copies of your results, prescriptions and treatment records for future use.
11.7. As required by our insurance agency, a security camera is installed within the retail space (dispensary) of The Holland Clinic. This camera is used for security purposes only and footage is only reviewed in case of theft or damage. There are no cameras in any other area of the clinic. Your privacy and confidentiality are of the utmost importance to us.
11.8. You acknowledge that we are legally required to report disclosure of a threat to harm yourself or others, including mandatory reporting of suspected domestic or child abuse.
12. PROTECTED CONTENT
12.1. Information provided to you by The Holland Clinic, including paper and electronic documents, remain the property of the clinic and are for your use only and are not to be copied or disseminated.
13. SUPPLEMENTS AND CHINESE HERBAL FORMULAS
13.1. Supplements and Chinese herbal formula prescribed to you are for your use only and are not to be given or sold to others.
13.2. Supplements and Chinese herbal formula must be fully paid for prior to receiving the items in person at the clinic, or when placing an order for collection or home delivery.
13.3. Supplements and Chinese herbal formulas can be posted to you, upon request. We use Australia Post express satchels to post items in order to obtain tracking details. We do not accept responsibility for delayed or lost items.
13.4. Supplements and Chinese herbal formulas cannot be returned once they have been purchased and have left the clinic. We are unable to provide refunds for these purchased items as it is illegal for us to re- sell returned items and our professional insurance does not provide cover in this situation.
13.5. In the unlikely situation where the supplement or Chinese herbal formula is faulty or has an expired use-by date, we can either refund or exchange the item for you within 7 days from the date of purchase. Please keep your proof of purchase. If a refund is approved, the transaction needs to be completed via the EFTPOS machine at the clinic or over the phone.
14. COVID-19 RESTRICTIONS
14.1. The Holland Clinic is classed as an essential service and is open as per our normal hours during times of lockdown. You are able to attend your existing face-to-face appointments with us.
14.2. For those who are in isolation or are unwell and cannot attend in person, your appointment will automatically switch to a phone consultation. Please be aware that phone consultations will occur via a private number in order to keep the clinic’s phone line open, and to avoid disturbances during the consultation.
14.3. For patients undertaking a programme that includes acupuncture, we will conduct a phone consultation for your normal session and then make another time in the future to complete the acupuncture component of the treatment at the clinic. This will be at no extra cost.
14.4. If the clinic is required to close or practitioners are isolating during the COVID-19 pandemic, all consultations will occur via phone.
14.5. Our Terms and Conditions still apply regarding the cancellation or rescheduling of both face-to-face and phone appointments.
15. PHONE CONSULTATIONS
15.1. If there are technical difficulties during a phone consultation, the remainder of the session will be rescheduled.
15.2. The general privacy requirements for phone consultations relating to confidentiality, patient consent and security of patient information and medical records, are the same as for face-to-face consultations.
16. ONLINE TREATMENT PROGRAMMES AND COURSES
16.1. Access to our online courses will be available for six months following registration for the programme.
16.2. Refunds are not available once the course has commenced.
17. UPDATING OUR TERMS AND CONDITIONS
17.1. You acknowledge and agree that The Holland Clinic may, from time to time, update, vary or amend these Terms and Conditions. If we do so, we will publish the updated, varied or amended Terms and Conditions on our website and you agree to be bound by them with effect on and from the date on which they are published on the website. You agree to periodically check the website to determine whether there have been any changes to these Terms and Conditions from the last time you reviewed them.
18. EXCLUSION OF LIABILITY
18.1. The Holland Clinic, its practitioners and employees shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered by The Holland Clinic or in any way whatsoever which does not arise from any negligent act or omission of The Holland Clinic, its practitioners or its employees.