Practice: Bloomera Pty Ltd, ABN 77 697 281 360, PO Box 8001, Woolloongabba QLD 4120 (“Bloomera”, “we”, “us”)

Website and contact: www.bloomera.com.au | hello@bloomera.com.au

Client: Name (“you” or “the client”)

This document explains how psychological services are provided by Bloomera Pty Ltd. Please read it carefully. You may ask questions at any time. Your consent is voluntary and ongoing, and you may withdraw it at any stage.

About Bloomera and Service Delivery

Bloomera provides psychological services for women and families across fertility, pregnancy, postpartum, early motherhood and related transitions, including support for neurodivergence, via telehealth and, where agreed, in person. Services are delivered by registered psychologists engaged by or practising through Bloomera. This agreement is between you and Bloomera Pty Ltd, which is responsible for the provision and administration of services. Bloomera is also responsible for its practice administration, systems, quality assurance and clinical governance framework. Your treating psychologist is responsible for their clinical judgment and the care they provide. Bloomera is committed to providing a culturally safe, respectful, and inclusive service. We recognise Aboriginal and Torres Strait Islander Peoples as the First Australians and respect diversity in culture, identity, background, neurodiversity, beliefs, and lived experience.

As registered psychologists, Bloomera practitioners are bound by the Psychology Board of Australia Code of Conduct for psychologists and the professional competencies for psychologists. These standards guide professional boundaries, informed consent, confidentiality, record keeping, culturally safe practice, digital competence and safe, ethical care.

For confidentiality, your psychologist will not acknowledge you in public or in a community setting unless you initiate contact. This is a standard privacy safeguard and does not reflect the quality of the therapeutic relationship.

Nature of Services

Services may include assessment, counselling, therapy, psychoeducation, outcome monitoring, clinical correspondence and agreed report writing. Bloomera does not provide crisis, emergency, medical or prescribing services and does not provide after-hours crisis care. If you are in crisis or need urgent help, please contact:

• Triple Zero (000) in an emergency.

• Lifeline 13 11 14.

• Beyond Blue 1300 22 4636.

• Kids Helpline 1800 55 1800.

• PANDA 1300 726 306 for perinatal mental health support.

• 13YARN 13 92 76 for Aboriginal and Torres Strait Islander crisis support.

Informed Consent

Therapy is a collaborative process. We will explain the nature, benefits, material risks, limitations and expected outcomes of services so you can make informed decisions. Your consent is voluntary and ongoing. You may withdraw consent at any time. If you withdraw consent, your psychologist will discuss any implications for continuity of care, risk management, reporting obligations or third-party funding requirements.

Consent will be refreshed when the nature or scope of services changes, or where a new assessment, intervention, recording, disclosure or third-party involvement requires updated consent.

Changes to services may require updated consent. Any physical contact, if clinically appropriate, will only occur with prior informed consent and clear justification documented in your file. Psychological care cannot guarantee a particular outcome. Your psychologist will use professional judgement, evidence-informed practice and regular review to support your care.

Services and Appointments

Sessions are by appointment only, typically 50 minutes to 1 hour unless otherwise agreed. Additional agreed services, such as reports, letters, assessment scoring, case conferences, workplace liaison, or third-party correspondence, may attract separate fees and consent requirements.

You agree to provide relevant information that may affect your care, including medical conditions, medications, pregnancy, substance use, significant stressors, safety concerns, relevant diagnoses, referral details, third-party funding requirements and significant changes in circumstances.

The therapeutic relationship may end by your choice, mutual agreement, or where services are no longer clinically appropriate or there is a material breach of this agreement. It may also end where there are safety concerns, service mismatch, non-payment, non-attendance, or where Bloomera determines it cannot safely or appropriately provide the service required. Where clinically appropriate, we will discuss this with you and may provide referral options or communicate with your GP or another treating provider with your consent or where otherwise legally required.

Telehealth Consent

Services are primarily delivered via telehealth (video or phone). Telehealth can improve access and flexibility, but it has limitations. Technology may fail, privacy cannot be guaranteed absolutely, and telehealth may not be suitable for every clinical situation. Your psychologist will consider whether telehealth remains clinically appropriate for your circumstances. By consenting to telehealth, you acknowledge that:

•  You will attend sessions from a private and appropriate location.

•  You are responsible for the security of your device and internet connection.

•  There are inherent risks to privacy and confidentiality when using electronic systems.

•  Technical disruptions may occur.

You agree to provide your current physical location at the start of, or during, a telehealth session if reasonably requested to support emergency response. If there is a serious and imminent risk to your safety or another person, your psychologist may contact emergency services or a nominated emergency contact.

Privacy and Personal Information

Bloomera collects and holds personal and health information necessary to provide services, including contact details, history, clinical notes, and assessment information. Information is used for care delivery, administration, billing, and legal compliance, appointment management, clinical records, communication with referrers where appropriate, professional obligations, service quality improvement and continuity of care, and is accessed only by authorised personnel. Bloomera uses Splose and other secure systems for practice management. Bloomera takes all reasonable steps to ensure personal information is handled in accordance with the Australian Privacy Principles.

Access to your information is limited to your treating psychologist and authorised Bloomera personnel who need access for scheduling, billing, record management, compliance, quality assurance, supervision support, system administration or continuity of care.

You may request access to or correction of your information, subject to legal limitations. Information will only be disclosed:

• With your consent;

• Where required or authorised by law, including subpoena, court order, mandatory reporting or regulatory obligations;

• To prevent or lessen a serious threat to life, health or safety;

• For emergency medical care;

• For professional supervision, de-identified where possible;

• For referral, Medicare, third-party funding, billing or continuity of care where this is reasonably expected or consented to;

• If your treating psychologist becomes unexpectedly unavailable and information is necessary to support continuity of care.

Where lawful and appropriate, you will be informed of disclosures made without your consent. For privacy requests or complaints, contact hello@bloomera.com.au. A copy of the Privacy Policy is available on request and is available through Bloomera’s website.

Records are retained in accordance with legal and professional requirements. As a general rule, adult client records are retained for at least seven years after the last service, and records for clients who were under 18 are retained at least until the client turns 25. Bloomera may retain records longer where clinically, legally or professionally appropriate.

Electronic communication, including email, SMS, online forms, telehealth platforms and practice-management systems, carries privacy and cyber-security risks. Bloomera uses reasonable safeguards but cannot guarantee absolute security of internet-based communication.

If Bloomera becomes aware of an eligible data breach that is likely to result in serious harm, Bloomera will take reasonable steps to contain, assess and respond to the breach, including notification to affected people and the Office of the Australian Information Commissioner where required.

Bloomera does not intentionally sell, rent or trade client personal information. Bloomera uses third-party service providers for practice management, telehealth, assessment, documentation, billing, secure storage and communications. Supplier privacy and storage arrangements may change over time, and Bloomera will take reasonable steps to maintain appropriate privacy protections.

Digital systems, AI-supported tools and NovoNote consent

Bloomera uses secure digital systems to support the delivery of psychological services, practice administration, clinical documentation, billing, assessment, outcome monitoring and telehealth.

These systems may include:

• Splose for practice management, appointment scheduling, intake forms, billing, reminders, clinical record management and secure client administration.

• Zoom or another approved telehealth platform for video consultations.

• NovoPsych for psychological questionnaires, screening tools, outcome measures, assessment scoring and progress monitoring.

• NovoNote or another approved clinical scribing, transcription or AI-supported documentation tool to assist with session note-taking and clinical summaries.

Bloomera takes reasonable steps to ensure that digital systems used in your care are selected and managed in a way that is consistent with privacy, confidentiality, record-keeping, professional and ethical obligations.

Artificial intelligence and clinical responsibility

In the majority of Bloomera sessions, a clinical scribing, transcription and/or AI-supported documentation tool may be used to support accurate and timely clinical note-taking.

AI-supported tools do not replace your psychologist’s professional judgement. No diagnosis, formulation, treatment plan, report, risk assessment, suitability decision or clinical recommendation is made solely by AI. Your psychologist remains responsible for reviewing, editing and approving clinical records, clinical decisions and any information saved to your file.

NovoNote AI scribing consent

To support better focus on your care during sessions, Bloomera clinicians may use NovoNote, an AI-supported clinical documentation tool, to assist with session note-taking, transcription and clinical summaries.

The purpose of using NovoNote is to allow your psychologist to remain more present and engaged with you during the session, rather than relying only on manual note-taking.

How NovoNote is used

When NovoNote is used, audio from the session is processed to create a transcript and draft clinical summary. The audio is not saved as part of your clinical record. Typically, the transcript is temporary and does not form part of your permanent file. The clinically relevant summary, once reviewed and approved by your psychologist, may be saved as part of your clinical record.

You can access further information about how NovoNote manages security, privacy, temporary data, transcripts, audio processing, storage, downloadable client resources and opt-out options here:

https://novopsych.com/novonote-security/#:~:text=Downloadable%20Resources

What becomes part of your clinical record

Bloomera does not ordinarily save the audio recording or full transcript as part of your clinical record. Your psychologist may save a clinically relevant summary, session note, assessment result, correspondence or other clinical material to your record where this is required for continuity of care, professional record-keeping, treatment planning, assessment, reporting or legal/professional obligations.

Security and privacy

NovoNote states that it uses secure systems and encryption, stores session notes and transcripts on servers located in Australia, and does not use client data to train AI models. Bloomera also takes reasonable steps to ensure that any digital tools used in your care are consistent with Bloomera’s Privacy Policy and professional obligations.

NovoPsych assessment and outcome measures

Bloomera may use NovoPsych to administer, score and store psychological questionnaires, screening tools, outcome measures and assessment information. These tools may be used to support assessment, treatment planning, progress monitoring, review, clinical decision-making and reporting where clinically appropriate.

Assessment responses, scores, reports and outcome data may form part of your clinical record.

Telehealth platform

Bloomera may use Zoom or another approved telehealth platform to provide video consultations. Telehealth platforms may process personal information and health information during the consultation. Bloomera takes reasonable steps to use secure telehealth settings; however, no electronic system can be guaranteed to be completely secure.

You are responsible for attending telehealth sessions from a private and appropriate location and using a secure device and internet connection where possible.

Consent period and withdrawal

Your consent to the use of digital systems and AI-supported documentation tools is valid for the period of your current episode of care, unless you withdraw consent earlier. An episode of care generally means the current period of active service with Bloomera, from intake or first appointment until discharge, transfer of care, or a break in care requiring renewed consent. Consent will also be reviewed if Bloomera changes the way these tools are used, if the terms of the service materially change, or if your psychologist considers renewed consent clinically or ethically appropriate.

You may withdraw your consent to the use of NovoNote, NovoPsych or AI-supported documentation tools at any time. Withdrawing consent does not affect your right to receive psychological services at Bloomera, although your psychologist may need to take notes manually or discuss alternative documentation arrangements with you.

Fees, Billing and Cancellations

Fees and payment arrangements are accessible via our fee schedule. Medicare or private health rebates may apply where eligible. Medicare rebates depend on a valid referral or Mental Health Treatment Plan, the number of sessions available under that referral, and current Medicare rules. Medicare rebates are not available for missed appointments or cancellation fees. Bloomera may assist with Medicare claiming where possible, but Medicare eligibility and rebate payment are determined by Medicare, not Bloomera. Payment is required within the advised timeframe as per our fee schedule. Unpaid accounts may result in suspension of services and recovery action. Late cancellations or non-attendance may incur a fee in accordance with the Cancellation Policy.

Where card details are provided, you authorise Bloomera to securely store and process payments for agreed services, including cancellation fees. Card details are not stored in physical form by Bloomera and are processed through the approved payment system. You may withdraw this authority in writing, noting this may affect billing arrangements or future bookings.

Bloomera applies a 48-hour cancellation policy. Late cancellations or non-attendance may incur a fee up to 100% of the appointment fee. Please refer to Bloomera’s Cancellation Policy for full details.

Third-party funded services, including WorkCover, NDIS, insurers, employers or legal matters, may require additional consent, referral, reporting, billing, communication and disclosure arrangements. These will be discussed with you where relevant.

Continuity of care

If your psychologist becomes unavailable, Bloomera will take reasonable steps to support continuity of care, including referral or transfer with your consent. This may include arranging another Bloomera psychologist, external referral options, communication with your GP or referrer, or secure transfer of relevant information where consent is provided or disclosure is otherwise legally required.

Feedback and concerns

Bloomera welcomes feedback and encourages concerns to be raised early. You may raise feedback with your psychologist or contact Bloomera at hello@bloomera.com.au. Bloomera will take concerns seriously, consider whether care can safely continue, and provide information about external complaint pathways where appropriate.

You may also contact external bodies, including AHPRA, the Psychology Board of Australia, the Queensland Office of the Health Ombudsman or the Office of the Australian Information Commissioner for privacy complaints.

Communication preferences

Bloomera may use your email address and mobile number to communicate with you about matters directly related to your care and our service delivery. This may include appointment reminders, telehealth links, intake forms, billing and payment information, Medicare or rebate information, administrative updates, clinical correspondence, and important changes to Bloomera’s services or policies.

From time to time, Bloomera may also share optional practice updates, wellbeing resources, educational information, service announcements, events, programs or other information that may be relevant to our community. These communications are separate from essential service-related communication. Optional communications will include Bloomera’s contact details and a clear way to unsubscribe or withdraw consent.

Client responsibilities

You agree to:

• Provide accurate and relevant information;

• Attend appointments or provide appropriate notice;

• Communicate respectfully;

• Participate from a private location for telehealth;

• Notify us of changes affecting your care, including significant risk, safety, medication, pregnancy, legal, referral or funding changes;

• Let your psychologist know if telehealth does not feel safe, private or clinically suitable.