Service Agreement

Purpose

This Service Agreement explains how SetMind provides care, what you can expect from us, and what we ask of you as a patient.

SetMind is the trading name of SetMind Pty Ltd.

Please read this information before your appointment.

1. About SetMind

SetMind Pty Ltd trading as SetMind provides adult telepsychiatry services for eligible patients across Australia.

Services may include:

• Initial psychiatric assessment
• Diagnostic clarification
• ADHD assessment
• Depression and anxiety review
• Burnout and work stress review
• Medication review
• Treatment planning
• Written correspondence to your GP
• Shared-care planning where clinically appropriate
• Follow-up appointments where clinically appropriate

SetMind is not an emergency or crisis service.

2. Suitability and triage

All referrals may be reviewed for suitability and completeness before an appointment is offered.

SetMind may request additional information before confirming a booking. This may include referral details, medical history, medication history, risk information, blood pressure, pulse, blood tests, ECG, or GP medical clearance.

SetMind may decline or redirect referrals that are outside the scope of the service.

3. Who SetMind may not be suitable for

SetMind may not be suitable for patients who require urgent, intensive, inpatient, or highly specialised care.

This may include:

• Active suicidality, self-harm, or risk of harm to others
• Acute mental health crisis
• Suspected bipolar I disorder requiring intensive specialist care
• Psychotic disorders requiring intensive specialist care
• Severe personality disorder requiring intensive care
• Active or recent substance use disorder
• Current medicinal cannabis use where stimulant treatment is being considered
• Active eating disorder requiring dedicated eating disorder care
• Complex trauma where intensive trauma-focused therapy is the primary need
• Patients under 18 years old
• Forensic, medico-legal, NDIS, DVA-only, insurance, or legal assessments where a specialist report is the primary purpose

If SetMind is not the right fit, we may recommend alternative care options.

4. No guarantee of diagnosis, prescription, or treatment

Booking an appointment does not guarantee:

• A specific diagnosis
• A prescription
• Stimulant medication
• Antidepressant medication
• Medication at the first appointment
• A particular treatment plan
• Ongoing prescribing
• Completion of forms or reports
• Fitness-for-work documentation
• Legal, insurance, NDIS, DVA, or forensic documentation

Clinical decisions are made by the treating psychiatrist based on assessment, safety, evidence, professional obligations, prescribing requirements, and relevant laws.

5. Medication and prescribing

If medication is considered:

• Prescriptions are issued at the psychiatrist's discretion
• Medication is not usually prescribed at the initial assessment
• Stimulant prescribing is not guaranteed
• Stimulant treatment requires clinical suitability and appropriate screening
• State regulations and prescription monitoring requirements may apply
• Early repeats or replacement prescriptions may be refused
• Medication may be paused or stopped if safety concerns arise
• Your psychiatrist may need to communicate with your GP, pharmacy, or other providers

Patients with current or recent substance use concerns, or current medicinal cannabis use, may not be suitable for stimulant treatment through SetMind.

6. Shared care with your GP

Where clinically appropriate, SetMind may provide a treatment plan and handover back to GP-led care after assessment or stabilisation.

Your GP may be involved in:

• Referral
• Medical screening
• Physical health checks
• Medication continuation
• Monitoring
• Ongoing care coordination
• Repeat prescriptions where appropriate

Shared care depends on clinical suitability, GP agreement, prescribing rules, and patient safety.

7. Your responsibilities

As a patient, you agree to:

• Provide accurate and complete information
• Tell your psychiatrist about current and past medications
• Disclose relevant medical, psychiatric, and substance use history
• Disclose medicinal cannabis use if applicable
• Disclose risk or safety concerns
• Attend appointments on time
• Complete requested screening or monitoring
• Follow agreed treatment and monitoring plans
• Ask questions if you do not understand something
• Notify SetMind of side effects or safety concerns
• Use medication only as prescribed
• Not share, sell, or misuse prescribed medication
• Treat staff respectfully
• Pay fees when due
• Provide referrals, documents, or test results when requested

8. Communication

SetMind may communicate with you by phone, email, SMS, telehealth platform, patient portal, or other approved systems.

You are responsible for ensuring your contact details are accurate and up to date.

Email and SMS may not be suitable for urgent or sensitive clinical matters.

Do not use email, SMS, or administrative channels for emergencies.

9. Emergencies and crisis care

SetMind is not an emergency or crisis service.

If you are at immediate risk of harm, or someone else is at risk, call 000 or attend the nearest emergency department.

For crisis support in Australia, you can contact:

• Lifeline: 13 11 14
• Suicide Call Back Service: 1300 659 467
• Beyond Blue: 1300 22 4636

10. Privacy and confidentiality

SetMind collects and uses personal and health information to provide safe and appropriate care.

Your information may be shared with other healthcare providers involved in your care, such as your GP, pharmacy, psychologist, psychiatrist, hospital, or emergency service, where clinically appropriate or legally required.

Confidentiality may be limited where there is:

• Serious risk to you or another person
• Child safety concern
• Legal obligation
• Court order or subpoena
• Mandatory reporting requirement
• Need to coordinate safe healthcare

11. Telehealth

If your appointment is by telehealth, you agree to:

• Attend from a private and safe location
• Ensure your device, camera, microphone, and internet connection work
• Not record the appointment without consent
• Tell the psychiatrist if anyone else is present
• Provide your physical location if requested for safety reasons
• Have a backup phone number available

Your psychiatrist may decide telehealth is not suitable in some situations.

12. Fees and payment

Fees are payable according to SetMind's current fee schedule.

Payment is generally required before the appointment. Medicare rebates, where available, are processed after the appointment has been attended.

You are responsible for any out-of-pocket costs not covered by Medicare, private insurance, third parties, or other funding bodies.

A card processing surcharge may apply depending on payment method.

13. Cancellations and non-attendance

Appointments require clinician time and preparation.

Late cancellations or non-attendance may attract a fee. Cancellation fees are not usually eligible for Medicare rebates.

Late cancellations can prevent another patient from accessing care.

14. Reports, letters, forms, and records

Requests for reports, letters, forms, or third-party documentation are assessed case by case.

Additional fees may apply.

SetMind may decline requests that are outside the scope of the service, not clinically appropriate, or require information we cannot verify.

15. Ending care

Care may end if:

• Treatment goals are completed
• You choose to stop care
• The service is no longer clinically appropriate
• Required monitoring is not completed
• Safety concerns arise
• Medication misuse or diversion is suspected
• There is threatening, abusive, or inappropriate behaviour
• Fees remain unpaid
• Another provider is better suited to your needs

Where appropriate, SetMind may provide guidance about alternative care options.

16. Feedback and complaints

SetMind welcomes feedback.

If you have concerns about your care, please contact:

hello@setmind.com.au

You may also contact relevant external healthcare complaints bodies in your state or territory.

17. Business details

SetMind Pty Ltd trading as SetMind Suite 308, 4 Young Street, Neutral Bay, New South Wales, 2089 ABN: 60 696 170 395 Email: hello@setmind.com.au

Acknowledgement

By using SetMind's service, you acknowledge that you have read and understood this Service Agreement and agree to participate in care in accordance with these terms.