Consultation Policy

Consultations provided through WHOLE are intended to:

• Educate clients about Lifestyle Medicine and preventative health.
• Support behaviour change and healthy habit formation.
• Help clients understand lifestyle-related health risks.
• Develop practical, personalised wellbeing strategies.
• Review lifestyle goals and progress.
• Provide accountability and encouragement.
• Explain health information in an accessible manner.
• Empower clients to take an active role in their own health journey.

Consultations are educational and supportive in nature and should not be interpreted as a substitute for medical diagnosis, emergency healthcare or specialist clinical treatment.

WHOLE consultations are provided within the practitioner's professional qualifications, experience and legal scope of practice.

Consultations may include discussions relating to:

• Lifestyle Medicine
• Nutrition
• Physical activity
• Sleep optimisation
• Stress management
• Women's health
• Behaviour change
• ADHD lifestyle support
• Neurodivergent wellbeing
• Healthy ageing
• Weight management
• Chronic disease prevention
• Health education
• Laboratory result education
• Goal setting
• Habit development
• General wellbeing

Consultations do not include:

• Medical diagnosis
• Prescribing medication
• Surgical advice
• Emergency treatment
• Issuing medical certificates
• Fitness-for-work certificates
• Psychiatric diagnosis
• Psychological diagnosis
• Emergency mental health intervention
• Legal advice
• Financial advice

Where concerns fall outside our scope of practice, clients will be encouraged to consult an appropriately qualified healthcare professional.

Consultations may be booked through the WHOLE platform.

Bookings are confirmed only after:

• the booking request has been received;
• payment has been successfully processed (where applicable);
• confirmation has been issued by WHOLE.

Submitting a booking request does not automatically guarantee an appointment.

WHOLE reserves the right to decline or reschedule bookings where necessary.

Consultation fees are displayed before booking.

Prices may vary depending on:

• consultation type;
• consultation duration;
• practitioner;
• specialised programmes;
• promotional offers.

Fees are payable in advance unless otherwise agreed in writing.

Consultation lengths may vary depending on the service selected.

Where consultations exceed the scheduled appointment time due to client-related circumstances, WHOLE reserves the right to conclude the consultation at the agreed finishing time or charge additional fees where appropriate and agreed in advance.

Clients are encouraged to:

• complete any required forms;
• upload requested documents;
• ensure a stable internet connection;
• join the consultation on time;
• participate from a quiet and private location;
• prepare any questions in advance.

Failure to provide requested information may limit the effectiveness of the consultation.

Clients arriving late remain responsible for the scheduled appointment.

Where possible, the consultation will continue for the remaining appointment time.

Late arrival does not automatically extend the consultation beyond the scheduled finishing time.

Where significant lateness prevents a meaningful consultation, the appointment may be treated as a late cancellation or no-show.

Failure to attend a scheduled consultation without prior notice is considered a no-show.

No-shows may result in:

• forfeiture of consultation fees;
• refusal of future bookings until outstanding matters are resolved;
• cancellation of discounted consultation packages where abuse is identified.

WHOLE understands that genuine emergencies occur and will assess exceptional circumstances fairly.

Clients may request to reschedule consultations.

Where possible, requests should be submitted at least 24 hours before the scheduled appointment.

Rescheduling remains subject to practitioner availability.

Repeated rescheduling may result in booking restrictions where misuse is identified.

Clients may cancel consultations in accordance with the WHOLE Refund & Cancellation Policy.

Where sufficient notice is provided, consultations may be:

• refunded;
• rescheduled;
• converted into account credit.

Late cancellations may not qualify for refunds except where exceptional circumstances apply.

WHOLE reserves the right to reschedule or cancel consultations due to:

• illness;
• emergencies;
• technical failures;
• practitioner unavailability;
• circumstances beyond reasonable control.

Where WHOLE cancels an appointment, clients will be offered:

• rescheduling;
• consultation credit;
• or a full refund where appropriate.

WHOLE respects the confidentiality of every consultation.

Information shared during consultations will be treated as confidential except where disclosure is:

• required by law;
• necessary to prevent serious harm;
• authorised by the client;
• required by a court or regulatory authority.

Consultation information is handled in accordance with the WHOLE Privacy Policy.

Consultations are not routinely recorded.

Recording by clients or practitioners is prohibited unless every participant provides prior informed consent.

Unauthorised recording, distribution or publication of consultations may result in termination of services and possible legal action.

WHOLE is committed to maintaining respectful and professional relationships with every client.

Clients agree to treat practitioners with courtesy and respect.

WHOLE does not tolerate:

• abusive behaviour;
• harassment;
• discrimination;
• threats;
• intimidation;
• inappropriate language;
• sexual harassment;
• hate speech;
• repeated disruptive behaviour.

WHOLE reserves the right to immediately terminate consultations where safety or professionalism is compromised.

Consultations do not include unlimited ongoing support unless specifically stated.

Communication outside scheduled consultations should be limited to:

• appointment administration;
• technical support;
• follow-up instructions where appropriate.

WHOLE cannot guarantee immediate responses to emails or messages.

Messages sent outside business hours may be answered during normal operating hours.

Clients are responsible for:

• providing accurate information;
• updating relevant health information;
• asking questions where clarification is needed;
• following up with appropriate healthcare professionals where advised;
• making informed decisions regarding their health.

Lifestyle changes remain voluntary.

Implementation of recommendations remains the responsibility of the client.

WHOLE practitioners are committed to:

• acting professionally;
• practising within their scope;
• respecting confidentiality;
• providing evidence-based education;
• maintaining appropriate boundaries;
• treating every client with dignity and respect;
• referring clients when issues fall outside their professional expertise.

Consultations are intended to support health education and Lifestyle Medicine.

No consultation can guarantee specific health outcomes.

WHOLE shall not be liable for decisions made independently by clients, failure to follow professional advice from healthcare providers, inaccurate information supplied by clients or circumstances beyond its reasonable control.

Nothing contained within this Policy limits rights that cannot legally be excluded under applicable law.

WHOLE welcomes feedback and is committed to resolving concerns fairly.

Clients who are dissatisfied with any aspect of a consultation are encouraged to contact:

Complaints will be investigated respectfully, confidentially and as promptly as reasonably possible.

Every consultation conducted through WHOLE is guided by compassion, professionalism, scientific integrity and respect for human dignity.

We believe meaningful conversations have the power to change lives, and we are committed to providing a safe, supportive and empowering environment where individuals can confidently take the next step on their health journey.