Policies
Purpose
To outline our commitment to the safety and wellbeing of all children and young people who attend Albert Street Paediatrics, and to ensure compliance with the Child Safe Standards in Victoria.
Scope
This policy applies to all staff, contractors, students, and anyone engaged in work at or on behalf of Albert Street Paediatrics.
Commitment to child safety
We are committed to the safety, participation and empowerment of all children.
We have zero tolerance for child abuse and take all allegations and concerns very seriously.
We promote the cultural safety of Aboriginal and Torres Strait Islander children, children from culturally and linguistically diverse backgrounds, and children with a disability.
Creating a child safe environment
We actively work to create an environment where children feel safe, respected, and heard.
All clinical and administrative staff are expected to act in accordance with our child-safe values and behaviours.
Our clinic is designed to be child-friendly and developmentally appropriate for children and adolescents of all ages.
Roles and responsibilities
All staff must report suspected child abuse or neglect as required under the Children, Youth and Families Act 2005 (Vic).
All clinicians are mandatory reporters and must notify Child Protection if they form a reasonable belief that a child is at risk.
The practice director ensures all staff are trained in child safety and reporting obligations.
Responding to concerns
Any concerns about a child’s safety must be documented and escalated promptly to the practice director.
In cases of suspected abuse, a report must be made to Child Protection or Victoria Police as required.
Immediate steps will be taken to protect the child from harm where possible.
Staff recruitment and supervision
All staff working directly with children must hold a current Working With Children Check.
We require referees and appropriate screening before employment.
All staff receive training and supervision to ensure child safety obligations are met.
Code of conduct
All staff must comply with our Child Safe Code of Conduct, which outlines appropriate behaviour and boundaries when working with children and families.
Privacy and confidentiality
Information about child safety concerns will be managed sensitively and shared only with those directly involved or where required by law.
Child and family involvement
We value the input of children and families and welcome feedback on how we can improve child safety within our service.
Review
This policy is reviewed annually or when there are changes to relevant legislation or the Child Safe Standards.
Additional information for families: child safety and reporting
Our commitment to families
Albert Street Paediatrics is committed to promoting the safety, wellbeing, and rights of all children. We have zero tolerance for abuse or neglect. All staff are trained in child safety, and as medical professionals we are legally required to report concerns about child abuse or neglect.
When a referral may be made
We may be required to make a report to Child Protection or other authorities if we are concerned that:
A child has been physically or sexually abused
A child is being neglected or exposed to harm
A child has disclosed abuse, or we see signs of possible abuse
A caregiver is not safely meeting the child’s needs
There is significant family violence, parental mental illness, or substance misuse affecting a child’s safety
Mandatory reporting is not about making accusations. It is a legal obligation that ensures children and families can be supported when there are serious concerns.
What happens when a report is made?
You will be informed if a report is made, unless this would place your child at further risk.
Your child will continue to receive appropriate care, either through our clinic or the hospital.
A report may be made to Child Protection or Victoria Police depending on the concern.
Making a report is not a judgment about parenting—it is a professional responsibility under Victorian law.
Who might be involved?
West Gippsland Hospital Paediatrics
Provides urgent hospital-based medical assessment and care for children with safeguarding concerns.
VFPMS (Victorian Forensic Paediatric Medical Service)
A statewide team of expert paediatricians who assess children for suspected abuse or neglect and who provide guidance to hospital-based paediatricians.
Child Protection (DFFH Victoria)
Government agency that investigates child safety concerns and ensures the child’s safety and wellbeing.
Victoria Police
Investigates possible criminal offences against children, such as physical or sexual abuse.
Social Work
Social workers support families during assessments and assist with safety planning or referrals.
If you have questions
Please speak with our paediatrician or clinic team if you have any questions about child safety or a referral. We are here to support you, and we will explain the process wherever we are able.
We will always:
Prioritise your child’s safety
Treat families with compassion and respect
Maintain confidentiality where possible
Work with other services to ensure coordinated care
Purpose
To ensure the health and safety of all patients, families, and staff by maintaining a clean, safe environment and adhering to best practices in infection prevention and control.
Scope
This policy applies to all staff, patients, and visitors at Albert Street Paediatrics.
Commitment to safety
We are committed to providing a safe environment for children, families, and staff.
All team members are trained in infection control and workplace safety protocols.
We follow current health regulations and clinical best practices to reduce the risk of harm.
Infection control measures
Regular cleaning and disinfection of all clinical areas, including waiting rooms and consultation rooms.
Hand hygiene facilities are available throughout the practice.
Use of personal protective equipment (PPE) when required.
Safe disposal of clinical waste.
Unwell patients and staff
Patients and caregivers who are unwell with infectious symptoms (fever, cough, runny nose, vomiting, diarrhoea) should not attend in person.
Where possible, Telehealth appointments will be offered for unwell children or carers.
Staff experiencing symptoms of illness are required to stay home and follow return-to-work recommendations.
Emergency preparedness
The clinic maintains basic emergency response protocols including evacuation plans and first aid kits.
Staff are trained in emergency procedures, and drills are conducted periodically.
Workplace health & safety
We comply with the Occupational Health and Safety Act 2004 (Vic).
Hazards are identified, reported, and mitigated promptly.
Equipment is maintained and safety-checked regularly.
Responsibilities
Staff must follow all safety protocols and report risks or incidents immediately.
Patients and visitors are expected to follow hygiene guidance and instructions from staff.
Review
This policy is reviewed annually or as required to reflect updates in public health guidance or safety legislation.
Purpose
To provide clear guidance on how communication occurs between the practice and families,
including the use of digital technologies (e.g. email, SMS, telehealth), and how to submit feedback or complaints.
Scope
This policy applies to all staff and all patients and families attending Albert Street Paediatrics.
Communication channels
Email may be used for administrative matters (e.g. appointment confirmations, forms, or referral submissions).
Clinical advice or treatment decisions will not be provided by email.
Patients must consent to receiving information by email. All communication is treated with confidentiality, but email may not be fully secure.
SMS
SMS may be used for appointment reminders and brief non-clinical updates.
Patients may opt out of SMS communications at any time.
Telehealth
Telehealth consultations may be offered when clinically appropriate and in accordance with Medicare guidelines.
All Telehealth consults are documented to the same standard as face-to-face care.
A parent or guardian must be present during Telehealth for children under 16. The child must also be present for the duration of the appointment
My Health Record
We may upload or access shared health summaries, referrals, or other clinical documents through the national My Health Record system if consent is provided.
Confidentiality and privacy
All communication is managed in accordance with our Privacy Policy.
Staff are trained in maintaining confidentiality across all communication formats.
Patient information is never disclosed to third parties without consent, except where legally required.
Feedback and complaints
Feedback
We welcome feedback to help us improve.
Feedback can be given in person, via email, or through the contact form on our website.
Complaints
If you are unhappy with any aspect of care, we encourage you to contact our team directly so we can address your concerns.
All complaints are taken seriously and will be reviewed by the practice director.
You will receive a response within 10 business days.
If you remain dissatisfied, you may contact the Health Complaints Commissioner (Victoria):
Phone: 1300 582 113
Website: https://hcc.vic.gov.au
Review
This policy is reviewed annually or sooner if there are significant changes in technology, legislation, or practice operations.
Purpose
To provide clear information to families about how to book, manage, and pay for appointments, including our cancellation and illness policy.
Scope
This policy applies to all patients and families attending Albert Street Paediatrics.
Fee transparency
We believe in transparency when it comes to fees so that you can easily plan for your child’s healthcare. We are a privately billing clinic and do not offer bulk-billing appointments. Our goal is to provide the highest quality care for your child and family.
Payment information
We do not accept cash. Payment must be made via credit card or EFTPOS.
Full payment is expected on the day of consultation.
Medicare rebates are processed on the same day, and your rebate will be reimbursed directly by Medicare.
The child must attend their appointment for a Medicare rebate to apply.
If you wish to discuss sensitive matters during the appointment, consider bringing a support person for your child.
Fee schedule
Our fees for paediatric consultations are set to reflect the time and complexity involved in providing high-quality care. Please contact us for current fee amounts or to discuss your specific needs. The Medicare rebate is applied automatically on the day of the appointment.
Important notes
Out-of-pocket costs refer to the difference between the private fee and the Medicare rebate.
Some Medicare item numbers can only be claimed once within a time period (e.g., Item 132 once per 12 months).
Telehealth appointments are charged at the same rate as in-person consultations.
Initial assessments must be conducted face-to-face.
Private health insurance does not cover paediatric consultations.
A $30 fee applies for prescriptions requested outside of a scheduled appointment. This fee is not Medicare-rebatable.
What to do if you or your child are unwell
Please notify us as soon as possible if you or your child are unwell before a scheduled appointment.
Telehealth options may be available if clinically appropriate.
We ask that children or carers with cold, flu, or COVID-19 symptoms stay home and use telehealth if possible to protect others in the clinic.
Cancellation and non-attendance policy
We require at least 2 business days notice for appointment cancellations.
Cancellations made with less than 2 business days notice may incur a cancellation fee, up to the full cost of the appointment.
Non-attendance without notice will also incur a fee equivalent to the booked consultation.
Review
This policy is reviewed annually or as required following changes in Medicare guidelines or
clinic operations.
Purpose
To clearly communicate the rights and responsibilities of patients and families when receiving care at Albert Street Paediatrics, and to support respectful, safe, and inclusive healthcare delivery.
Scope
This policy applies to all patients, parents/guardians, and staff within the practice.
Your rights
To be treated with respect, dignity, and without discrimination.
To receive care in a safe, child-friendly environment.
To be informed about your child’s condition and involved in decisions regarding their care.
To access interpreters or culturally appropriate support when required.
To provide feedback or make complaints without fear of discrimination or repercussions.
To expect privacy and confidentiality of personal health information, consistent with our Privacy Policy.
Adolescents and mature minors
Adolescents may be able to make certain healthcare decisions independently if assessed as a mature minor.
Our clinicians will involve young people in decisions about their care wherever appropriate.
Confidential care may be offered to adolescents where legally and clinically appropriate.
Consent to care
Parents or legal guardians are usually required to provide consent for the care of a child.
Informed consent will be obtained before providing care or treatment.
Where appropriate, children and adolescents will be asked for their assent or input in decisions affecting them.
You have the right to seek a second opinion or to refuse treatment, understanding the potential implications of doing so.
Managing separated parents
Our clinicians prioritise the child’s safety and best interests at all times.
Unless a court order states otherwise, we assume both parents or guardians share decision-making rights.
We will not mediate disputes between separated parents and cannot restrict access to a child’s medical information without legal documentation.
Copies of parenting orders or agreements should be provided to the clinic at registration.
Your responsibilities
To treat staff and other patients with courtesy and respect.
To provide accurate and up-to-date health and contact information.
To arrive on time for appointments or notify us as early as possible if you are unable to attend.
To follow medical advice and instructions to the best of your ability.
To pay fees as outlined in our Appointments and Fees Policy.
Review
This policy is reviewed annually or in line with legislative or ethical updates.