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FOR APPOINTMENTS CALL US ON 4728 4288 CHILDRENS SERVICES CALL 4723 4222

A RANGE OF ALLIED HEALTH SERVICES FOR ADULTS AND CHILDREN

Psylution Worx aims to promote and support the success of mental health well-being in our client base in a calm and welcoming environment. Our team consists primarily of psychologists with adult and children Speech Therapy, Occupational Therapy and Dietitian Services.

Certified By HDAA

ALLIED HEALTH SERVICES


Psylution Worx is a private Allied Health clinic for Adults, Groups, Families and Workplaces.

Our practitioners are allied health care professionals with formal education and clinical training who are accredited through certification and are registered with their professional associated Board. They work in partnership with physicians, specialists and other health care professionals to provide high quality client care services.

Psylution Worx practitioners specialise in a multitude of therapeutic, diagnostic and preventative health interventions and practice in diverse specialty areas including:

  • Psychology
  • Occupational Therapy
  • Speech Therapy
  • Positive Behaviour Support Plan Writing
  • School Visits
  • Clinical Reviews
  • Groups
  • Forensic Assessment
  • Reports
  • Customised PODD books

CHILDRENS SERVICES


Psylutions for Development is a private Allied Health practice working with children and adolescents (0 - 18yrs) and their parents/carers.

Our multidisciplinary Team includes Speech Pathologists, Occupational Therapists and Psychologists. We are a Helping Children with Autism (HCWA) and Better Start for Children with a Disability (HCWD) provider. Psylutions for Development is fully registered with the National Disability Insurance Scheme (NDIS)

Our Services include:

  • Psychology
  • Occupational Therapy
  • Speech Therapy
  • Positive Behaviour Support Plan Writing
  • ADOS (Autism Diagnostic Observation Schedule) trained
  • Clinical Reviews
  • Groups
  • Reports
  • Customised PODD books

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ONLINE SHOP FOR LEARNING TOOLS


Psylutions for Learning is our online store which sells educational products to assist children with disabilities.

Psylutions for Learning was developed and created by Laurene Campbell and Kylie Lavers.

This shop was primarily created in an effort to educate, spread awareness and provide products for the many different childhood disorders, syndromes and learning difficulties that affect children, particularly, the Pervasive Developmental Disorders. Secondly, this shop hopes to offer something to every child at any stage of development and at any level, hence 'A mind at a time'.

Through our qualifications, experience, professional associations and networking, Psylutions for Learning offers educational toys, products, aids and information for children with or without disorders, syndromes or learning difficulties. We aim to provide superior information, educational toys, products and aids for children while creating awareness about how essential play is to their brain development and healthy physical, emotional, and social wellbeing.

OUR COMMITMENT

Psylution Worx provides high quality services. We will use all feedback, including complaints to evaluate and improve the services we offer. This policy sets out how you can make a complaint and have your concerns addressed.

  • We will review this policy and our services regularly.
  • You can access our complaints handling process through our staff.


FAIR AND REASONABLE TREATMENT

We resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, with courtesy, consideration and respect.
 We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.


RESPONSIVENESS

We recognise that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.

If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.


EFFICIENCY

We resolve complaints within 5 working days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will let you know. We will tell you about the progress of your complaint as we work to resolve it.


ACCOUNTABILITY AND REPORTING

Our employees are aware of the service standards and procedures set out in this policy and the client service charter.

The Practice Manager and Director/Principal Psychologist will be given regular reports on complaints received.

Unless a complaint is a simple one which can be resolved the first time we are contacted we will fully document all complaints and maintain details of decisions and actions taken on an official file.


COMPLAINTS HANDLING PROCESS

RESOLVING THE MATTER

Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard. They should be dealt with informally by your clinician.


REFERRAL TO THE PRACTICE MANAGER

If we can't resolve your complaint at the first level the matter will be referred to the Practice Manager.

The role of the Practice Manager is to:

  • help staff and people making a complaint in the complaints-handling process
  • maintain a register of complaints received
  • maintain and review our complaints-handling framework

The Practice Manager will tell our Director/Principal Psychologist of the receipt and outcome of formal complaints.

If referring a complaint to the Practice Manager would lead to a conflict of interest, the matter will be referred to the Director/Principal Psychologist, who may appoint another person to address the complaint.


EXTERNAL REVIEW

If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage you are entitled to pursue an external method of review.
Avenues of external review or complaints handling can include (but are not limited to):

  • mediation and arbitration
  • the Commonwealth Ombudsman
  • Australian Psychological Society
  • Australian Health Practitioner Regulation Agency (AHPRA)

While you are free to use these methods at any time, we strongly recommend you use our internal review before seeking independent assistance.

While we are committed to resolving complaints within 5 working days whenever possible, external reviews will have their own timeframes.


STEPS IN THE COMPLAINT HANDLING PROCESS

ACKNOWLEDGEMENT

We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.


ASSESSMENT

We will determine the nature of your complaint and the best way to handle it.


INVESTIGATION (IF NEEDED)

Simple and straight forward complaints can often be resolved on first contact. If this isn't possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings or seeking any legal advice.


RESPONSE

Once we have finished any investigation and made a decision or finding we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed, or to pursue your complaint externally.


IMPROVEMENT

If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.


OUR COMMITMENT

Psylution Worx provides high quality services. We will use all feedback, including complaints to evaluate and improve the services we offer. This policy sets out how you can make a complaint and have your concerns addressed.

  • We will review this policy and our services regularly.
  • You can access our complaints handling process through our staff.


FAIR AND REASONABLE TREATMENT

We resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, with courtesy, consideration and respect.
 We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.


RESPONSIVENESS

We recognise that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.

If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.


EFFICIENCY

We resolve complaints within 5 working days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will let you know. We will tell you about the progress of your complaint as we work to resolve it.


ACCOUNTABILITY AND REPORTING

Our employees are aware of the service standards and procedures set out in this policy and the client service charter.

The Practice Manager and Director/Principal Psychologist will be given regular reports on complaints received.

Unless a complaint is a simple one which can be resolved the first time we are contacted we will fully document all complaints and maintain details of decisions and actions taken on an official file.


COMPLAINTS HANDLING PROCESS

RESOLVING THE MATTER

Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard. They should be dealt with informally by your clinician.


REFERRAL TO THE PRACTICE MANAGER

If we can't resolve your complaint at the first level the matter will be referred to the Practice Manager.

The role of the Practice Manager is to:

  • help staff and people making a complaint in the complaints-handling process
  • maintain a register of complaints received
  • maintain and review our complaints-handling framework

The Practice Manager will tell our Director/Principal Psychologist of the receipt and outcome of formal complaints.

If referring a complaint to the Practice Manager would lead to a conflict of interest, the matter will be referred to the Director/Principal Psychologist, who may appoint another person to address the complaint.


EXTERNAL REVIEW

If you are dissatisfied with our handling of a complaint, which is not a privacy complaint, at any stage you are entitled to pursue an external method of review.
Avenues of external review or complaints handling can include (but are not limited to):

  • mediation and arbitration
  • the Commonwealth Ombudsman
  • Australian Psychological Society
  • Australian Health Practitioner Regulation Agency (AHPRA)

While you are free to use these methods at any time, we strongly recommend you use our internal review before seeking independent assistance.

While we are committed to resolving complaints within 5 working days whenever possible, external reviews will have their own timeframes.


STEPS IN THE COMPLAINT HANDLING PROCESS

ACKNOWLEDGEMENT

We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.


ASSESSMENT

We will determine the nature of your complaint and the best way to handle it.


INVESTIGATION (IF NEEDED)

Simple and straight forward complaints can often be resolved on first contact. If this isn't possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings or seeking any legal advice.


RESPONSE

Once we have finished any investigation and made a decision or finding we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed, or to pursue your complaint externally.


IMPROVEMENT

If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.


EMERGENCY IN CRISIS.

If you or someone else you know is in immediate danger and/ or needs urgent medical help, call emergency services 000 or go to the emergency department of your nearest hospital or medical centre. If you need counselling services immediately, crisis services also provide free 24/7 phone support and online services.

Please follow the link below for contact details.

For immediate danger to life call 000.

Address:
Woolcock Centre
Shop 4, 262 Woolcock Street
Currajong Townsville QLD


Phone:
4728 4288
Fax:
4728 4299


Email:
admin@pwx.net.au


Opening Hours:
Monday – Friday 8am - 5pm
Saturday 8am - 1pm


Appointments:
Call our friendly team to book an appointment


New Clients:
Download our New Client Form before your first visit.
Patient Forms Consent Forms