House Keeping
There are a few things to be mindful of when entering the properties of Phoenix Rise Equine Therapies. We have two locations in Victoria.
Our first location is Glenbrae Equestrian Centre, 205 Victoria Rd, Wandin North. Please arrive on time (up to 5 minutes early is acceptable). This gives you the opportunity to park and prepare yourself whilst also giving the practitioner time to prepare for the session in between clients. Park in the large car park and walk up to the undercover picnic table – your therapist will meet you there. Please ensure that if you are with a support person, that they drop you off in the large car park and not continue up the driveway – this keeps you safe, as well as others that may be on the property.
Our second location is at 305 Forest Rd in Labertouche. Please arrive on time (up to 5 minutes early is acceptable). This gives you the opportunity to park and prepare yourself whilst also giving the practitioner time to prepare for the session in between clients. Please follow the driveway and follow the signs – park in the designated parking available next to the office.
• No dogs/or pets are allowed on the property. Please make all efforts to leave pets at home as they can be a distraction for you and could also worry the horses.
• Please ensure when you go through a gate, you close it behind you every time. Open gates can result in horses escaping the property.
• For the safety of everyone, if there are small children it is important to ensure they do not run around the horses as it could potentially result in the child being hurt. Phoenix Rise is a family friendly facility and understands the challenges that parents can face and will offer support where appropriate, however, it is important to attempt to find a babysitter to ensure you are able to fully participate in individual counselling sessions.
• The fencing of the horse’s paddocks is electric, please follow practitioner’s instructions where appropriate to ensure your safety – please don’t touch the fences.
• During the wetter months the ground can become muddy and uneven, it is important to be mindful of your footing to avoid slipping or tripping in the mud.
• Appropriate footwear MUST be always worn during your session, this includes closed toe shoes (boots, gum boots or runners), it is recommended you wear a hat on the hot days and bring a raincoat for the rainy days. Long pants and shirts that cover the shoulders are recommended. Failure to wear appropriate clothing/footwear will result in staying out of the paddocks to avoid injured feet.
Phoenix Rise Equine Therapies has toilet facilities on site for those who need to wash their hands after their session, and available hand sanitiser. And don’t forget to bring a bottle of water with you, it’s important to stay hydrated!
Privacy and Confidentiality
While delivering its services and programs, Phoenix Rise Equine Therapies collects personal information from its clients. Personal information means any information that could be used on its own, or with other information, to establish the identity of a client, the client’s service provider or the client’s substitute decision maker. Personal information also includes any other information about a client including information that is contained in a client record. Phoenix Rise collects, uses, and shares client’s personal information for the following purposes:
• Providing quality programs and services to clients
• Providing information to other people or organisations with client consent (for example, making a referral for a service)
• Contacting clients to evaluate Phoenix Rise’s service and work.
• Conducting research to understand the kinds of issues our clients are facing.
• Reviewing client files to ensure high quality of service and documentation.
Respecting your confidentiality is of the utmost importance to us. However, if it is assessed that you are at risk of seriously harming yourself or others, it may be necessary to alert others, such as your GP, of our concerns. In all discussions between us you have a right to expect that anything we talk about will remain confidential. We will respect and guard your right to confidentially very carefully, but you need to know that there are a few cases where that may not apply. These are the situations where information may be shared with someone else:
• If you ask the practitioner to speak with someone else for you or give them information you wish them to have.
• If the practitioner feels that you or someone else may be in danger or in need of protection,
• If a court orders the release of information,
• If required by law, as in cases of child abuse.
• To consult with another professional person in confidence to try to find solutions or answers for you.
These situations are very rare, but it is important for you to know about them. Phoenix Rise may be obligated, in compliance with the law, to notify other agencies, particularly when the protection of children and vulnerable adults is a concern.
We will always endeavour to discuss disclosure to others with you beforehand and jointly agree a way forward. Everything that is discussed in the sessions is kept in the strictest confidence. Brief notes may be taken during a session, which will be securely stored along with all other personal information on Power Diary.
Sessions, Fees and Cancellations
Equine Assisted Counselling sessions run for 60 minutes and are $140 plus GST.
Online Telehealth sessions run for 60 minutes and are $120 plus GST.
Upon booking through our online system, an email confirmation will be sent out to you, as well as an invoice. All sessions are expected to be paid 24hrs before your session. This is relevant for private paying clients, as well as NDIS self-managed participants – you can use the payment receipt to be reimbursed by NDIS against your plan.
NDIS participants who are plan managed will be invoiced via their plan manager and payment is due within 7 days. Previous sessions that are not paid will result in cease of future services until pending invoices are paid.
There are times when programs will be announced by Phoenix Rise Equine Therapies, details of such programs will be shared through our website and social media platforms. Be sure to like and follow our pages to stay updated with resources and information.
Cancellation Policy
For Individual sessions, cancellations with less than 24 hours’ notice will incur the full fee. For group programs, cancellations with less than 48hrs will incur the full fee payable. You may email [email protected] or leave a voicemail message or text on 0404 905 202 to cancel.
• Should you need to withdraw from a program you must advise us at least 7 days prior to the start date so that your fee (minus $50) can be refunded, and your place offered to someone on the waiting list. The $50 withdrawal fee partially covers our administration expenses and is non-refundable.
• If you withdraw between 7 days and 2 days prior to the commencement of the program, you will be eligible for a 75% refund (minus $50).
• If you withdraw between 2 days and the commencement date of the program, no refund will be given.
• There are times when cancellations of a session within the program may be required due to emergencies – a make-up session will be offered in these circumstances.
• Should you need to withdraw from the program after the commencement date, there will be no refund.
• Phoenix Rise Equine Therapies reserves the right to cancel programs if there are insufficient numbers or other circumstances occur which necessitate cancellation (extreme weather conditions, etc.), all participants will be kept updated and notified if a cancellation were to go ahead, for the safety of everyone, including the horses – these sessions will be rescheduled.
There are times when extreme weather will result in cancellations of sessions, this includes extreme thunderstorms, hail, lightning, and extreme heat over 35 degrees. These sessions will be rescheduled to ensure the safety of our horses, clients, and staff.
Phoenix Rise staff will not be able to work with you if you are under the influence of alcohol or other mind-altering substances. If this is found to be the case, the practitioner will end the session, and you will be charged at the normal rate.
Ending Sessions
Your participation in each session is voluntary and you have the right to end the session whenever you want. However, if you do decide to exercise this option, please talk with your practitioner about the reason for your decision in a session together. Please allow for one final session for you and your practitioner to have an ending together, to review what you’ve done in the previous sessions and to offer feedback to each other. Likewise, at the practitioner’s discretion, they reserve the right to end the session and provide you with some appropriate referrals, for reasons including, but not limited to, failure to participate, conflicts of interest, untimely payment of fees, or the practitioner’s belief that they may not be the best person for your needs.
Boundaries
No contact is permitted with your practitioner outside the therapeutic relationship of the paddock or equine premises, and this includes individual practitioner’s private social media accounts. The Facebook page for Phoenix Rise Equine Therapies may post helpful information for you to look at.
When working with the horses the practitioner may be required to physically move you to keep you safe. To respect your privacy, the practitioner will discuss with you in the first session how you might interact if there is a chance meeting in a social setting. Practitioners are not qualified to help or advise clients in respect of certain practical aspects of the presenting issues, such as housing, entitlement to statutory benefits, or legal advice. It is not the policy of our organisation to provide reports in support of litigation, however, can support you with resources.
Feedback and Complaints
At any point during your time with Phoenix Rise, you may be asked to fill in a feedback form. Phoenix Rise would appreciate it if you could fill the form in honestly to help improve our services where needed to provide the best services possible for our clients. We value your opinions and ideas!
At any time, you have a concern, please discuss your worries to your practitioner regarding any aspect of the services provided, alternatively you can make a complaint to the Australian Counselling Association.
Confidential Client Information
The following information is confidential. If you have any concerns about the relevance of any information, please let us know.
