Insight Clinic is a Registered provider of Medicare, Northwest Melbourne Primary Care Network (NWMPCN), Care In Mind, and National Disability Insurance Scheme (NDIS).
This policy outlines the procedures and guiding principles related to delays or cancellations of scheduled appointments at Insight Clinic Mental Health Services. It ensures clients are informed about the rare but possible disruptions due to emergencies or critical incidents.
This policy applies to all clients, clinicians, and staff at Insight Clinic, across both face-to-face and telehealth services.
Insight Clinic is committed to delivering timely and respectful care. However, due to the unpredictable and high-risk nature of mental health services, certain emergency situations may necessitate unexpected delays or cancellations. These are handled with priority on safety and duty of care for all parties involved.
Medical Emergencies Involving Clients or Staff
A client may experience a medical emergency during a session (e.g., fainting, seizure, collapse), requiring immediate medical attention.
A clinician or staff member may experience a sudden medical event that compromises their ability to provide care.
Mental Health Crises or Risk of Harm
If a client discloses imminent risk of harm to self or others, or there is a duty of care concern, the clinician may need to contact emergency services (e.g., ambulance, CAT team, police).
These situations may extend well beyond the scheduled session time, leading to delays for subsequent clients or full cancellation of remaining appointments.
Abusive or Threatening Behaviour
If a client becomes verbally or physically abusive, safety protocols are initiated to protect staff and others in the building. This may require debriefing and emotional regulation time for impacted clinicians before resuming work.
Extended Therapy Sessions Due to Clinical Necessity
Occasionally, sessions may run over time due to the emergence of significant emotional distress, risk disclosures, or other clinical considerations. These instances are not due to poor time management but reflect a compassionate, trauma-informed approach.
Clients may be asked to wait longer than expected or be contacted to reschedule due to the above incidents.
We ask for understanding that delays are not a reflection of clinician tardiness but are based on real-time prioritisation of safety and ethical responsibilities.
Clients will be notified as early as possible about delays or cancellations and supported in rescheduling if required.
Clinicians and staff will do their best to communicate delays proactively and manage the schedule fairly.
Where delays or cancellations occur, clients impacted will be offered the earliest possible reschedule time.
Emergency protocols will always prioritise client safety, legal obligations, and the wellbeing of staff.
We value and appreciate the empathy and patience our clients show during these rare but critical situations. Mental health work requires flexibility and shared compassion, and your understanding allows us to maintain a safe and respectful therapeutic environment for all.
For further information or to discuss any concerns about delays, please contact our administration team at:
(03) 9110 1049
