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Information for new clients

This information is designed to help you prepare for your first appointment.

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Before your first appointment

Before your first appointment, please read the information provided on this webpage, including details regarding fees, cancellations and late arrivals, privacy and consent, and much more.

At least 2 days prior to your appointment, please complete our Registration Form and send it via email to info@solasta.net.au, along with:

  • Copy of your GP Referral/Mental Health Treatment Plan (if applicable).
  • Copy of NDIS Plan (if applicable), or alternatively, you can provide your Plan Number, Plan Dates, and Goals.

For assessments, you may need to complete and return specific forms. Please refer to your appointment confirmation email for guidance on which forms are applicable to your appointment:

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 info@solasta.net.au

For information about how to access your appointment location, including parking, accessibility, and public transport options, visit our Contact Us webpage.

Planning your services

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
  • Goals
  • Strengths
  • Abilities

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 & appointments
  • 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.
Cancellations

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.

Late arrivals

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.

To contact our support team, call (08) 7160 1900 or email info@solasta.net.au

Advocacy

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

Safety & incidents

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.

Feedback

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.

Your rights & responsibilities

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.

This information is also included in our Privacy & Consent Brochure and available in an Easy English format.

Your rights

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.
Your responsibilities

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.
Carer rights & responsibilities

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

This information is also included in our Carer Rights & Responsibilities Brochure and available in an Easy English format.

Carer rights

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.
Carer responsibilities

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.