Patient Code of Conduct

At TMS Erina, we are committed to providing a respectful, inclusive, and safe environment for all patients, visitors, and staff. This Patient Code of Conduct outlines the expectations we have for everyone accessing our clinic, ensuring a positive experience for all.

 

Respect and Courtesy

  • Treat all staff, clinicians, and fellow patients with kindness and respect.
  • Avoid inappropriate behaviour, including but not limited to verbal abuse, harassment, or discrimination based on race, gender, religion, or other personal characteristics.
  • Respect the privacy and confidentiality of others.

 

Punctuality and Attendance

  • Arrive on time for scheduled appointments. If you are unable to attend, please notify us at least 24 hours in advance to reschedule or cancel.
  • Repeated missed appointments without notice may impact your ability to access services in the future.

 

Honesty and Communication

  • Provide accurate and complete information about your health, medical history, and treatment goals.
  • Communicate openly with your psychiatrist and TMS technician about any concerns or questions regarding your treatment.
  • Inform us promptly of any changes to your contact details or Medicare eligibility.

 

Safety and Cooperation

  • Follow the instructions of clinic staff during consultations and treatment sessions to ensure your safety and the effectiveness of your therapy.
  • Do not attend the clinic under the influence of alcohol, drugs, or other substances that may impair your behaviour or decision-making.
  • Notify staff immediately if you experience distress or adverse effects during or after treatment.

 

Payments and Financial Responsibility

  • Ensure that all payments for non-Medicare services are made on time, as outlined during your initial consultation.
  • Discuss any financial concerns or billing queries with our administrative staff before treatment begins.

 

Zero Tolerance Policy

TMS Erina enforces a zero-tolerance policy for:

  • Aggressive or violent behaviour.
  • Threats, intimidation, or abusive language towards staff or other patients.
  • Any form of discrimination or harassment.

Patients who engage in such behaviour may be asked to leave the clinic and may have their access to services reviewed.

 

Your Rights

As a patient, you have the right to:

  • Be treated with dignity, respect, and compassion.
  • Receive clear and accurate information about your treatment options.
  • Provide feedback about your experience at TMS Erina.

 

Feedback and Complaints

We value your feedback and are committed to continuously improving our services. If you have concerns, please speak with a staff member or contact us directly. Formal complaints can also be directed to the Health Care Complaints Commission (HCCC) if required.

 

Thank you for helping us maintain a supportive and respectful environment at TMS Erina. Together, we can ensure the best possible care and experience for all.

For any questions or concerns, please don’t hesitate to contact us on (02) 4314 7000.