Telehealth and Electronic Communication Policy
Telehealth and Electronic Communication Policy for Compass Retreats
Purpose: The Telehealth and Electronic Communication Policy outlines the standards and protocols for delivering psychological services through telehealth and electronic communication methods. This policy aims to ensure the confidentiality, security, and effectiveness of remote services while adhering to legal and ethical guidelines established by the Australian Psychological Society (APS), the Australian Health Practitioner Regulation Agency (AHPRA), and the Psychology Board of Australia (PBA).
Scope: This policy applies to all clinicians, staff, and participants involved in Compass Retreats who engage in telehealth or electronic communication.
1. Definition of Telehealth
Telehealth refers to the delivery of psychological services using digital communication technologies, including video conferencing, phone calls, and secure messaging systems. Telehealth aims to provide access to care while maintaining the quality and safety of services.
2. Services Provided via Telehealth
Assessments and evaluations
Follow-up consultations
Psychoeducation and support
3. Confidentiality and Security
Confidentiality: All communication conducted through telehealth must adhere to strict confidentiality standards. Clinicians and staff are responsible for maintaining participant privacy during sessions and electronic communications. Staff are also to ensure that the participant understands what a confidential space is prior to initiating a contact.
Secure Platforms: Telehealth services must be conducted using secure, encrypted platforms that comply with data protection regulations. Approved platforms will be identified and communicated to clinicians and participants. At present Cliniko , Teams and Zoom are the only three acceptable platforms, with a primary preference to Cliniko.
Data Security: All electronic communication containing personal health information must be stored and shared securely, following relevant laws and policies related to data protection and confidentiality.
4. Informed Consent
Informed Consent for Telehealth: Prior to engaging in telehealth services, participants must provide informed consent that includes an explanation of the nature of telehealth, the potential risks and benefits, emergency protocols, and limitations of online services.
5. Technology Requirements
Participant Requirements: Participants must have access to a reliable internet connection, appropriate devices (computer, tablet, or smartphone), and audio-visual capabilities for telehealth sessions.
6. Clinical Guidelines
Assessment of Suitability: Clinicians must assess the suitability of telehealth for each participant based on their individual needs and circumstances. Participants with severe mental health issues may require in-person services or additional support.
Crisis Management: Clinicians must have a clear plan for managing crises or emergencies that may arise during telehealth sessions. This includes having emergency contact information readily available and protocols for referring individuals to emergency services when necessary.
7. Electronic Communication
Communication Channels: All electronic communication with participants should only occur through secure and approved channels, such as secure messaging systems. Personal email accounts or social media platforms should not be used for communication regarding sensitive content.
Response Times: Response times to participant inquiries via electronic communication should be no more than three business days.
8. Feedback and Evaluation
Continuous Improvement: Regularly seek participant feedback on the telehealth experience to identify areas for improvement in service delivery and technology use.
Program Evaluation: Conduct periodic assessments of telehealth services to evaluate their effectiveness, participant satisfaction, and adherence to policy standards.
9. Compliance and Review
Adherence to Regulatory Standards: Ensure compliance with relevant laws, guidelines, and ethical standards governing telehealth and electronic communication practices.
Policy Review: This Telehealth and Electronic Communication Policy will be reviewed annually to reflect changes in technology, regulations, and best practices. Any updates or revisions will be communicated to staff and participants.
Conclusion: The Gateways Program is committed to providing high-quality telehealth services that are secure, confidential, and effective. By adhering to this policy, we strive to ensure that participants receive the support and care they need, regardless of their location.