Booking an appointment and not attending takes away appointment times for other people who may really need them. We would like to be notified if you cannot attend with enough time to be able to offer that timeslot to someone else.

1. Appointment Payment

   • Full payment of the consultation fee is required on the day of the appointment.

   • Failure to process the fee will result in future appointemnts being cancelled.

2. Cancellations or Appointment Changes

   • If you need to cancel or reschedule your appointment, we kindly request at least 72 hours notice.

   • Cancellations or changes made with less than three business days will incur a cancellation fee equal to the cost of the appointment + GST.

3. Non-Attendance

   • If you do not attend your scheduled appointment without providing notice, the full consultation fee will apply + GST.

4. Late Arrivals

   • If you join your telehealth appointment more than 10 minutes past the scheduled start time, we may not be able to accommodate the consultation. In such cases, the appointment will be considered a non-attendance, and the full consultation fee will apply.

Thank you for your understanding and cooperation with this policy. It helps us manage our schedule effectively and maintain timely, equitable care for all patients. If you have any questions or concerns, please don’t hesitate to contact our team.

At AOA Clinic, we are committed to providing high-quality, compassionate care to every patient. To maintain a safe and respectful environment for both patients and staff, we have a clear Unacceptable Behaviour Policy. This policy applies to any behaviour directed toward our clinicians, administrative team, or any member of staff.

We recognise that healthcare situations can be stressful, and we encourage open, honest communication. However, all interactions must remain respectful and professional at all times.

Unacceptable Behaviours

The following behaviours are not tolerated at AOA Clinic:

• Verbal Abuse: Threatening, offensive, rude, or aggressive language, including shouting, insults, or swearing at any staff member.

• Aggression or Threats: Any form of verbal or physical intimidation, threats of harm, or aggressive conduct.

• Harassment: Repeated, unwelcome, inappropriate, or discriminatory comments or behaviours.

• Disrespectful Conduct: Behaviours that are dismissive, disruptive, or undermine the consultation process, including refusal to follow reasonable clinical direction.

• Bullying or Intimidation: Attempts to pressure, coerce, or manipulate staff or clinicians into providing inappropriate services or care.

Our Commitment to You

We are dedicated to supporting your health and well-being. Everyone in our practice—patients and staff alike—deserves to be treated with dignity and respect. We are committed to providing care in a professional and supportive environment, and we ask that you uphold these same standards when interacting with our team.

Consequences of Unacceptable Behaviour

AOA Clinic takes any form of abusive or aggressive behaviour seriously. Depending on the severity or frequency of the behaviour, the following actions may occur:

• Immediate Termination of Calls or Consultations: Clinicians or staff may end the interaction if abusive or aggressive behaviour occurs.

• Discontinuation of Treatment: Serious or repeated incidents may result in the clinic discontinuing care or services.

• Contacting Authorities: In cases involving threats, intimidation, or safety risks, Police may be contacted.

• Removal From the Clinic’s Patient List: Persistent unacceptable behaviours may lead to permanent removal from AOA Clinic and ineligibility for future care.

We Appreciate Your Cooperation

We know health concerns can be emotional and challenging, and we are here to help. Respectful and calm communication allows us to deliver the best care possible. We ask for your cooperation in maintaining a professional, courteous environment during all interactions with AOA Clinic staff and clinicians.

At AOA Clinic, we are committed to providing safe, high-quality, and patient-centred care. This policy outlines how patients, carers, and representatives can raise concerns, and how we manage complaints in a fair, timely, and transparent manner. Our goals are to:

• Ensure every concern is heard and addressed respectfully.

• Provide a clear, consistent process for lodging and resolving complaints.

• Use feedback to improve the quality, safety, and experience of our services.

• Protect patient rights and support continuous improvement.

Our complaints policy & procedure can be read here

AOA Clinic Privacy Policy can be found here