Safety, Security and Crisis Management
Crisis Management
Crisis Intervention Procedure
Each client requires at least one up to date emergency contact to be recorded on their file. Exceptional circumstances may arise which give the Counsellor good grounds for believing that serious harm may occur to the client or to other people. In such circumstance the client's consent to change in the agreement about confidentiality should be sought whenever possible: unless there are also good grounds for believing the client is no longer willing or able to take responsibility for his/her actions. Normally, the decision to break confidentiality should be discussed with the client and should be made only after consultation with the counselling supervisor or if the supervisor is not available, an experienced Counsellor.
Any disclosure of confidential information should be restricted to relevant information, conveyed only to appropriate people and for appropriate reasons likely to alleviate the exceptional circumstances. The ethical considerations include achieving a balance between acting in the best interests of the client and the Counsellor’s responsibilities under the law and to the wider community.
If the emergency contact is either unreachable or unable to demonstrate appropriate care for the client, the counsellor must refer the case to the relevant emergency services for continued care.
In situations involving risk of harm, the practitioner must ensure the client has contact information for their relevant support services:
Triple Zero (000) for urgent care and emergencies
Lifeline 13 11 14 or online chat https://www.lifeline.org.au/crisis-chat/
Crisis Service Number: QLD 1300 MH CALL (1300 642 255)
Domestic violence services local to the client, for example https://www.micahprojects.org.au/support-services/domestic-family-violence-services
A safety plan is made with the client to ensure as much safety between sessions as possible: https://thiswayup.org.au/wp-content/uploads/2022/09/My-Safety-Plan_2022.pdf
Health and Safety Policy
Purpose
At Golden Thread Therapy, we are committed to ensuring the health, safety, and well-being of our clients, staff, and therapy dog, Beanie, in all aspects of our practice. This policy outlines our procedures for maintaining a safe and comfortable environment during therapy sessions and our adherence to health and safety regulations.
Client and Staff Safety
• Physical Safety:
• The therapy space will be kept clean, tidy, and free from hazards at all times. Any potential hazards (e.g., spills, uneven flooring, sharp objects) will be addressed immediately to prevent accidents or injuries.
• Fire exits, first aid kits, and emergency contact information will be clearly marked and accessible.
• In the event of a medical emergency, appropriate first aid will be administered and emergency services contacted if necessary.
Practitioners are committed to staying up to date with CPR and first aid qualifications.
• Therapy Dog Safety:
• Beanie, our therapy dog, is regularly groomed and kept in good health with routine veterinary care.
• Clients are informed of Beanie’s presence in sessions, and steps are taken to accommodate clients with allergies, phobias, or other concerns.
• Beanie will be given regular breaks and rest periods to ensure her well-being during therapy sessions.
Hygiene and Cleanliness
• The office and therapy space will be cleaned regularly, with particular attention to high-traffic areas, shared surfaces, and Beanie’s designated space. Disinfectants and cleaning agents appropriate for clinical settings will be used to maintain a hygienic environment.
• Hand sanitisers will be available to clients, staff, and visitors upon entry to the office, and clients will be encouraged to use them.
• Tissues and waste bins will be provided in the therapy room, and waste will be disposed of responsibly after each session.
• During cold/flu seasons or in response to public health concerns (e.g., COVID-19), extra precautions such as regular sanitising of surfaces and the use of face masks (if applicable) may be implemented.
COVID-19 and Infectious Disease Precautions
• Clients and staff are encouraged to stay home if they are feeling unwell or displaying symptoms of contagious illnesses.
• Telehealth options will be made available for clients unable to attend in-person sessions due to illness or quarantine requirements.
• The office will follow local and national public health guidelines to prevent the spread of infectious diseases, including social distancing measures, the use of personal protective equipment (PPE), and enhanced cleaning protocols when necessary.
Emergency Procedures
• Fire Safety: In the event of a fire, all clients and staff will evacuate the building using the nearest safe exit. A designated assembly point will be identified, and emergency services will be contacted immediately.
• Medical Emergencies: In the event of a medical emergency, immediate first aid will be provided, and emergency services will be contacted. Staff members are trained to handle minor injuries, and a first aid kit is available on-site.
• Evacuation Procedures: In the event of an emergency requiring evacuation (e.g., fire, flood), staff will follow the designated evacuation plan, ensuring that all clients and pets (including Beanie) are safely escorted out of the building.
Therapist Self-Care and Well-Being
• As the primary therapist at Golden Thread Therapy, Ashleigh will prioritise self-care and well-being to ensure the provision of high-quality care to clients. Breaks will be scheduled as necessary to avoid burnout, and supervision will be sought when needed to maintain professional standards.
Health and Safety Compliance
• Golden Thread Therapy complies with all relevant health and safety regulations and guidelines, including the Australian Work Health and Safety (WHS) laws and any local council regulations for the operation of small businesses.
Review and Updates
• This Health and Safety Policy will be reviewed annually or as needed to ensure compliance with current health and safety regulations. Updates will be made as necessary to reflect changes in best practices, legal requirements, or operational needs.
Data Security and Technology
Purpose
At Golden Thread Therapy, we take the security of client data and information seriously. This policy outlines the procedures and tools used to ensure the confidentiality, integrity, and security of all client information, both online and offline.
Technology Platforms and Security Measures
• Halaxy (Bookings and Payments):
• Halaxy is used for managing client bookings and processing payments. It provides secure, encrypted transactions, ensuring client payment details are protected.
• All client information entered into Halaxy, including personal details and appointment history, is stored in compliance with privacy regulations, including the Australian Privacy Principles (APPs).
• Upheal (Telehealth and Session Notes):
• Upheal is used for secure online telehealth sessions and for assisting with note-taking during in-person sessions.
• All telehealth sessions conducted via Upheal are encrypted, ensuring client confidentiality is maintained at all times.
• Session notes stored on Upheal are protected by encryption and are only accessible by authorised individuals.
• Dashlane (Password Management):
• Dashlane is used to securely store and manage passwords for accessing platforms like Halaxy and Upheal.
• All passwords stored in Dashlane are encrypted, and the platform is protected by multi-factor authentication (MFA) for added security.
• Strong, unique passwords are used for all logins, and password security is regularly reviewed.
Data Encryption
• All sensitive client information, whether stored electronically or shared during telehealth sessions, is encrypted both in transit and at rest to prevent unauthorised access.
• Platforms like Halaxy and Upheal use industry-standard encryption protocols (e.g., SSL/TLS) to protect data transmission and storage.
Access Control
• Access to client records, booking systems, and payment information is restricted to Ashleigh and authorised personnel only. No unauthorised parties will have access to client data.
• Strong passwords are used for all platforms, and access is further protected by two-factor authentication (2FA) where available.
Data Retention and Disposal
• Client data is stored in compliance with record retention requirements as outlined in the Record Retention and Disposal Policy.
• When data is no longer required, it will be securely deleted or destroyed to ensure that no retrievable traces of information remain.
Backup and Recovery
• Client data stored in platforms such as Halaxy and Upheal is regularly backed up by the respective providers. These backups are securely stored to prevent data loss due to system failures or breaches.
• In the event of a data breach or system outage, Halaxy and Upheal have recovery protocols in place to restore access to client data as quickly as possible.
Client Communication and Confidentiality
• Confidential client information is not shared through insecure communication channels such as regular email or text messaging.
• Clients are encouraged to use secure platforms (e.g., Upheal) or encrypted email options for sharing sensitive information.
• Phone calls and telehealth sessions are conducted in private, secure environments to protect client confidentiality.
Breach Response Plan
• In the event of a data breach or unauthorised access to client information, Ashleigh will take immediate action to:
1. Identify the breach and contain the risk.
2. Notify affected clients if their data has been compromised.
3. Report the breach to relevant authorities, including the Office of the Australian Information Commissioner (OAIC), if required.
4. Review and enhance security protocols to prevent future breaches.
Regular Security Audits
• Golden Thread Therapy conducts regular audits of security measures and technology platforms to ensure they comply with the latest data protection standards.
• Passwords are regularly updated, and Dashlane’s security dashboard is reviewed to maintain password strength and security.
Client Rights and Data Access
• Clients have the right to request access to their records at any time and to know how their data is being stored and used.
• Any client wishing to review or amend their records can do so by contacting Ashleigh Montgomery directly at hello@goldenthread.com.au.
Compliance with Data Protection Regulations
• Golden Thread Therapy complies with all relevant privacy and data protection regulations, including the Australian Privacy Principles (APPs) and any other applicable laws.
Review and Updates
• This Data Security and Technology Policy will be reviewed annually or as needed to ensure compliance with changing data protection laws and technological advances. Any updates will be communicated to clients as required.
Inclement Weather or Emergency Closure
Purpose
Golden Thread Therapy is committed to providing a safe and consistent service to all clients. However, certain situations, such as inclement weather, natural disasters, or other emergencies, may require the temporary closure of the practice. This policy outlines the procedures for handling service disruptions due to these events to ensure the safety of clients and staff and minimise any inconvenience.
Inclement Weather or Natural Disasters
In cases of severe weather conditions or natural disasters (e.g., storms, flooding, bushfires), Golden Thread Therapy will prioritise the safety of clients and staff by following these procedures:
• Notification of Closure:
• Clients will be notified of any practice closures due to inclement weather as soon as possible. Notifications will be sent via email, text message, or phone call, depending on the client’s preferred communication method.
• Updates regarding closures and expected reopening times will also be posted on the practice’s website or social media platforms.
• Telehealth Services:
• In the event of inclement weather or natural disasters that prevent in-person sessions, Golden Thread Therapy will offer telehealth sessions where possible. Clients will be provided with information on how to access sessions via Upheal or other secure telehealth platforms.
• Clients unable to access telehealth due to power outages or internet disruptions will be offered an option to reschedule their sessions once conditions improve.
Emergency Closure for Other Reasons
In the event of other emergencies (e.g., power outages, medical emergencies, or situations affecting the safety or accessibility of the practice), the following steps will be taken:
• Immediate Closure:
• If the practice must close immediately due to an emergency, clients with scheduled appointments will be notified as soon as possible. Every effort will be made to inform clients at least two hours before their session if a closure is required.
• Affected clients will be given the option to reschedule their appointment or switch to telehealth, depending on the nature of the emergency.
• Therapist Unavailability:
• If Ashleigh is unable to conduct sessions due to a personal emergency (e.g., illness, injury), clients will be notified promptly. Telehealth sessions may be offered as an alternative where possible.
• Clients will be offered the opportunity to reschedule their session at a later date.
Power and Internet Outages During Telehealth Sessions
• Therapist Disconnection:
• If a telehealth session is disrupted due to a power or internet outage on Ashleigh’s end, clients will be contacted as soon as possible via phone or text to reschedule the session or continue the session via an alternative communication method (e.g., phone).
• Client Disconnection:
• If a client loses connection during a telehealth session due to a power or internet outage, they are encouraged to contact Ashleigh by phone or email to reschedule or continue the session once they regain access.
• The session will either resume or be rescheduled for the earliest available time.
Rescheduling and Cancellations
• Flexible Rescheduling:
• In cases where sessions are cancelled due to inclement weather or emergencies, clients will be prioritised for rescheduling as soon as possible. Golden Thread Therapy will work with clients to find the earliest mutually available time slot.
• Cancellation Fees Waived:
• If the practice closes due to an emergency or severe weather, cancellation fees will be waived for affected sessions. Clients will not be penalised for missing sessions in situations beyond their control.
• Advance Planning for Weather-Related Closures:
• During times when inclement weather is anticipated (e.g., forecasted severe storms), Golden Thread Therapy will reach out to clients in advance to offer the option of rescheduling or moving sessions to telehealth to avoid disruptions.
Client Safety During Emergencies
• Encouraging Client Safety:
• Clients are encouraged to prioritise their safety during severe weather or emergencies. If clients feel unsafe travelling to in-person sessions, they are asked to notify Golden Thread Therapy as early as possible so that alternative arrangements can be made (e.g., telehealth sessions or rescheduling).
• Closure Due to Local Evacuation Orders:
• If local authorities issue evacuation orders or other emergency directives, the practice will close immediately to ensure compliance with safety regulations. Clients affected by evacuation orders will be offered telehealth services where possible or rescheduled sessions once the situation is safe.
Business Continuity
• Preparation for Emergencies:
• Golden Thread Therapy has contingency plans in place to maintain business continuity during emergencies. This includes backup power supplies for short-term outages, alternative telehealth platforms, and communication strategies to keep clients informed.
• Return to Normal Operations:
• Once it is safe to do so, Golden Thread Therapy will resume normal operations. Clients will be notified when in-person sessions are available again, and priority will be given to rescheduling any missed appointments.
Review and Updates
• This Inclement Weather or Emergency Closure Policy will be reviewed annually to ensure it reflects current safety protocols and best practices. Updates will be communicated to clients as necessary.
