Patient Resources

Quality Assurance Plan (QAP)

Our Quality Assurance Plan (QAP) outlines the processes and procedures implemented to ensure the quality and reliability of our website. This includes (not limited to):

  • Testing Procedures: Regular testing of website functionality, compatibility, performance, and security including resolving any bugs or issues identified during testing.
  • Content Management: Procedures for managing and updating website content to ensure accuracy and relevance.
  • Accessibility Compliance: Ensuring the website meets accessibility standards to accommodate users with disabilities where possible.
  • Security Measures: Implementing measures to protect the website from security threats and data breaches.
  • Backup and Recovery: Procedures for backing up website data and implementing disaster recovery plans.
  • Performance Monitoring: Monitoring website performance metrics and optimising for improved user experience.
  • Compliance: Ensuring compliance with relevant standards, regulations, and best practices.

Information regarding pricing and payment for services provided through our website will be clearly communicated to clients prior to booking appointments. We offer transparent pricing and payment options, and clients may be eligible for rebates from private health insurers or government funding programs. Payment is due at the time of booking or as otherwise specified.


We offer telehealth services through our website to provide remote healthcare consultations and support. Telehealth appointments are subject to availability and may require prior scheduling. Clients are responsible for ensuring they have the necessary technology and internet connection to participate in telehealth consultations.


We are committed to making our website accessible to individuals with disabilities in compliance with the Australian Disability Discrimination Act 1992 and Web Content Accessibility Guidelines (WCAG). Our website is designed to be user-friendly and compatible with assistive technologies, and we continuously strive to improve accessibility features.

Patient Forms

Patient forms and documents may be accessible through our website for convenience. Clients are responsible for completing and submitting any required forms accurately and promptly. Information provided on patient forms is confidential and used solely for the purpose of providing healthcare services.

NDIS, Workcover, ADF, DVA

We support clients who are participants in the National Disability Insurance Scheme (NDIS), Workcover, Australian Defence Force (ADF), and Department of Veterans’ Affairs (DVA) by providing relevant services and assistance. Clients are encouraged to inquire about eligibility and coverage for services through these programs by contacting The Wellness Practice by CHM for specific information on how our practitioners and practice can support individuals requirements.

The Wellness Practice Website Policy

The purpose of this policy is to establish clear guidelines and procedures when doing business with The Wellness Practice by CHM. Each section addresses specific aspects of the practice’s online presence and aims to ensure that the practice operates ethically, legally, and in the best interest of its clients/ patients.

  • Privacy standards & Confidentiality – This section outlines the practice’s commitment to protecting the privacy of clients’ personal information collected through the website. Maintaining confidentiality of client information and handling sensitive information.
  • Consent – This section explains how the practice may communicate with other healthcare providers with the client’s consent to ensure coordinated care.
  • Service Limitations – It informs clients about any limitations in the scope of services offered through the website, promoting transparency, and managing expectations.
  • Fees and Rebates – This section clarifies the practice’s billing procedures, including fee disclosure and assistance with insurance claims.
  • Cancellation and Reschedule – Guidelines for clients when cancelling of appointments booked through the website, including potential fees for late cancellations.
  • Payments in Arrears – This section addresses the practice’s expectations regarding prompt payment for services rendered and outlines consequences for late payments.
  • No Cash Policy – It explains the practice’s preference for electronic payment methods and the refusal to accept cash payments.
  • Complaints and Feedback – Guidelines on how to provide complaints and feedback, how we treat them and the timeliness.
  • Ethical standards– Guidelines established to demonstrate how we are meet all standards
  • Marketing and advertising – It explains how we conduct our marketing and advertising to ensure we adhere to laws and regulations.

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