Before your first appointment, please read the information provided on this webpage, including details regarding –
- Planning your services
- Fees & appointments
- Cancellations & late arrivals
- Your privacy & consent
- Safety & incidents
- How to provide feedback
- Your rights & responsibilities
- Carer rights & responsibilities
For information about how to access your appointment location, including parking, accessibility and public transport options, visit our Contact Us webpage.
If there is anything we can do for you to ensure your visit to Solasta is positive, or if you have any questions, please reach out to our friendly support team at firstname.lastname@example.org
If you have received a referral from your GP or another healthcare provider, kindly bring a copy of this referral to your first appointment. In the case of accessing services through your NDIS plan, we kindly request that you bring a copy of your NDIS plan along with you.
At Solasta, we are committed to ensuring that our services are delivered in a way that respects your:
- Culture and values
- Beliefs and religion
- Identity and sexuality
- Family and community
- Language/communication needs
The services you receive will be determined by the needs and goals that you have. You will always be the centre of all decisions and will be actively involved in planning your services.
If you wish, you can also involve a carer, friend, family member or an advocate. With your consent, other providers may also be involved.
So that we can create a service plan together, we will work with you to complete an initial assessment that helps us to understand how we can best support you. We will ask you to tell us about your strengths, needs, preferences and goals.
We will also work with you to identify the supports you have available and any areas of risk.
We may also ask you to complete some specific questionnaires or assessments that will help us to understand any specific areas of difficulties.
These assessments can also help us to track your progress over time. We will then work closely with you and to create a plan that helps you to reach your goals.
- Fees are payable on the day of your service. Our staff will confirm the fees/rebates which apply to your appointments. Visit our Fees & Funding Options webpage for more information.
- Medicare appointments are generally 50 minutes.
- NDIS appointments are generally 1 hour unless otherwise requested by you or recommended by your clinician.
- Some appointments may need to be changed due to unforeseen circumstances and, in these instances, we will contact you at the earliest opportunity.
- We endeavour to confirm appointments via SMS or email. However, it remains your responsibility to be aware of your scheduled appointments.
We understand that you may need to cancel or reschedule appointments and we ask that you provide us with at least 24 hours’ notice.
If your appointment is scheduled for a Monday and you need to cancel or rearrange this appointment, please contact us on the previous Friday.
If you cancel with less than 24 hours’ notice, a cancellation fee may apply.
If you fail to notify our office of a cancellation and do not attend your appointment, you may be charged the full cost of the appointment.
Cancellation fees for NDIS services will be charged in accordance with the NDIS Price Guide.
We understand that sometimes things occur that are out of your control.
If you are late for an appointment, we will strive to ensure you are seen as soon as possible.
Your appointment may be shortened in length in situations where clinicians have clients directly after your scheduled appointment.
In an emergency, your personal information may be collected from someone else, like your carer, partner, family member, guardian or person holding a healthcare-related Power of Attorney.
If you would like us to communicate with other people involved in your care, your clinician will ask you to complete a Consent to Share Information form.
In instances where your worker needs to collect or disclose information about your care to anyone other than in situations as identified above, they will gain your consent before proceeding, except when it is requested by a court or there is a risk of safety to yourself or another person (including a child or young person).
Your personal information is stored securely in an electronic database or locked file cabinets. To request access to your personal information, ask your clinician or send your request to the Privacy Officer at email@example.com
At your first appointment, your clinician will provide further information about how we manage personal information and you will be asked to complete a Consent Form.
An advocate is an independent person who protects your rights, help us to understand your needs and goals, and can help you to make decisions or raise concerns.
If you wish to have an advocate represent or support you, please let us know.
Your advocate can attend your appointments with you and can also speak for you if you wish.
They can also assist you if an incident occurs, or if you make a complaint.
For a list of independent advocacy agencies, visit solasta.net.au/advocacy
You have the right to be safe, respected, treated equally and to be free from abuse and neglect.
We will always treat reports of violence, abuse, neglect, exploitation, and discrimination seriously and encourage you to tell us if this happens to you.
We will take all reasonable steps to make sure the environment at Solasta is safe and appropriate to your needs.
All Solasta clinicians are registered with their relevant professional bodies and abide by their codes of ethics, standards, policies, and guidelines.
If an incident takes place when you are receiving services, we will do our best to make sure you are safe. We will act in line with all appropriate procedures and ensure that the incident is reported.
At Solasta, we aim to constantly improve our services and welcome your feedback. Feedback could be a suggestion, compliment or complaint and you can give feedback in the way you feel most comfortable.
You can choose to provide make a complaint anonymously, however if you choose to provide your name/contact details, we will treat you with respect and privacy.
Your services will not be stopped, and you will not be treated differently.
To learn how to provide feedback and what to expect from the process, visit solasta.net.au/feedback
If you need assistance in providing feedback, we are able to help you.
When you first meet with your clinician, they will discuss and clarify your rights, what you can expect from Solasta and the way you and your clinician will work together.
We expect that the relationship you have with your clinician will grow into one of trust, respect and shared responsibility.
There are laws and standards protecting the rights of people receiving support. On top of this, Solasta has specific guidelines to make sure you get the best possible service.
If at any time you would like to know more about your rights and responsibilities, you can ask your clinician.
When receiving services at Solasta, you have the right to:
- Involve an advocate, carer, family member or friend in your care.
- Plan and make decisions about your services.
- Be listened to and have your concerns taken seriously without judgement.
- Request to see a different worker and/or seek a second opinion.
- Request not to talk about a topic further if you are feeling uncomfortable.
- Have equal access to services appropriate for your needs, age, race, gender, culture, sexuality, ability, location or circumstance.
- Have your privacy and dignity protected.
- Request access to your personal information.
- Use an interpreter.
- Give feedback about our services.
When receiving services at Solasta, you have the responsibility to:
- Let us know if you don’t understand something or need extra help.
- Be actively involved in any decisions made about your care.
- Keep to the commitments you have been involved in making.
- Treat all staff members and other clients with respect.
- Let us know as soon as possible if you cannot attend your appointments.
People who care for you also have rights and responsibilities. They may be a family member, friend or have another close relationship with you. Carers play an important role in supporting people in their therapy journey.
It is important that carers also feel supported so that they can remain mentally and physically healthy. As a carer, it is not selfish to focus on your own needs and desires – it is an important part of the job.
Carers SA is an organisation that specialises in carer support and can provide more information and resources about self-care, advocacy and carer rights. To contact Carers SA, phone 1800 242 636 or visit carerssa.com.au
Carers of Solasta clients have the right to:
- Be respected regardless of culture, language, disability, gender, sexual orientation, religion, age, or lifestyle.
- Be recognised as an individual and as a person in a carer relationship.
- Participate in the treatment and ongoing care decision-making of the client with the consent of the client, and where appropriate to do so.
- Have their views and opinions invited, heard and respected.
- Receive clear information about the service that Solasta provides and be provided the opportunity to ask questions.
- Be able to involve an advocate at any time.
- Have their privacy and confidentiality respected.
- Have their health and wellbeing acknowledged as an integral part of support for the client.
- Be given access to information about services that support carers’ health and wellbeing.
- Be able to provide feedback or complaints about any aspects of the service, and to have an appeals process available to them.
Carers of Solasta clients have the responsibility to:
- Be supportive of the healthcare options that are consistent with the client’s choice and wishes, and that are in the best interests of the client.
- Respect the human worth and dignity of the person they are caring for.
- Respect all staff, regardless of culture, language, disability, gender, sexual orientation, religion, age, or lifestyle.
- Consider the opinions and skills of Sonder staff in providing support for the consumer.
- Co-operate, as far as is possible, with reasonable support activities aimed at supporting recovery.
- Inform staff when their ability to perform a caring role is compromised, or their role has come to an end;
- Maintain the confidentiality of the person they care for and those they meet as part of their care;
- Accept that whilst sharing of information is important, not all information about the client or service provided will be shared at all times.