Privacy Policy
Psychological Service and Collection of Information
Mums Matter Psychology requires collecting and recording personal information, including your name, contact details, medical history, and other relevant information as part of providing a psychological service. This is essential for conducting psychological assessment and treatment. Some services may be offered by Registered Provisional Psychologists under the supervision of the Director, Frances Bilbao, a Clinical Psychologist.
Purpose of Collecting and Holding Information
Your personal information is collected to support the assessment and treatment process, kept securely, and used solely by your clinician or authorized personnel of the practice as necessary. This documentation enables the clinician to deliver a relevant and informed psychological service. For further details, please refer to the practice’s "Privacy Policy for Management of Personal Information," which is available by contacting Frances Bilbao (Principal Clinician). This document provides information on accessing or correcting your personal information and how to lodge a complaint regarding its management.
Consequence of Not Providing Personal Information
Should you choose not to provide personal information as required, Mums Matter Psychology may be unable to deliver the psychological service. You may request anonymity or the use of a pseudonym, provided this is feasible and lawful. In most cases, however, anonymity or pseudonyms may not be possible. If agreed, anonymous clients or those using pseudonyms must settle consultation fees at the time of each appointment.
Access to Personal Information
You are entitled to access your personal information on file, subject to legislative exceptions. Your clinician will discuss with you the various ways to access this information.
Disclosure of Personal Information
Personal information will not be disclosed except under the following circumstances:
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If subpoenaed by a court;
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When nondisclosure poses a serious risk to life, health, or safety;
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With prior approval for reports to professionals or agencies (e.g., GP or lawyer), or for communication with individuals (e.g., a parent or health provider);
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When reasonably expected for another professional (e.g., your GP) and related directly to the original collection purpose;
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When required or authorized by law.
No personal information is disclosed to overseas recipients unless legally required or with client consent. The data is not used, sold, rented, or disclosed for any other purposes.
Electronic and SMS Communication
Mums Matter Psychology may use email for administrative communications, such as appointment reminders, and will send SMS notifications to your phone. To opt out, inform your clinician.
Telehealth
For video conferencing, clinicians will request contact details of a support person in your locality and your location at the start of each session.
Privacy in Online Communications
The privacy of online communication is limited by technology security. Google Meet, which encrypts transmitted information, will be used for video conferencing. Find details on Google Meet's privacy policy here.
Transcription of Sessions
In some cases, clinicians may use PatientNotes Pty Ltd to transcribe session notes. The recordings, which may contain sensitive health information, will be treated confidentially and stored securely. Transcripts are retained by the healthcare provider as required by law, while PatientNotes temporarily retains them for auditing. For further details, see the PatientNotes Privacy Policy here.
Social Media
To maintain professional boundaries, clinicians do not accept friend requests from current or former clients on social media.
Quality Assurance, Feedback, and Complaints
You may receive SMS feedback requests following your sessions, which are voluntary. Feedback or complaints can be directed to Frances Bilbao, Director, at frances@mumsmatterpsychology.com.