Important Information About Crises

This practice is not a crisis or emergency service. The psychologist works three days per week and may also be on leave at times. This means they are not available at all times.

If you are in danger or need urgent help, you must use the emergency services and crisis supports listed below.

What Is a Crisis?

A crisis is when you feel you are not safe or cannot cope right now. This may include:

• Thinking about suicide or self-harm

• Feeling like you might hurt yourself or someone else

• Severe panic or emotional distress

• Feeling completely overwhelmed and unsafe

If You Are in Immediate Danger

If you feel unsafe right now:

• Call 000 immediately, OR

• Go to your nearest hospital emergency department

Do not wait for your psychologist to contact you in an emergency.

If you are Deaf or hard of hearing 

"quick help, do not wait for psychologist" Accessible Links:

• AEI App (Auslan users): Download the free Auslan Emergency Interpreting (AEI) App (Expression Australia). You can make a live Auslan video call with a qualified interpreter who will contact Triple Zero (000) for you and interpret during the call. (expression.com.au)

• National Relay Service (NRS): You can call 000 through the NRS by using TTY, Voice Relay, NRS Chat, SMS Relay or Video Relay. For example, call 1800 555 727 and press 1 to start an emergency relay call, or use SMS Relay (send SMS to 0423 677 767). You can also click the Call 000 button on the NRS Chat page if using the internet. (Access Hub)

• Emergency+ app: If you have a smartphone, install the Emergency+ app to share your GPS location quickly with emergency services. (emergencyplus.com.au)

• Local Deaf services and interpreting after-hours: If you use a local Deaf service or interpreting agency, keep their emergency contact number with you — they may be able to arrange Auslan support for police or hospitals. (Deaf Connect)

• If you are in immediate danger, you still should go to your nearest emergency department or use the above routes to contact 000. If possible, include a copy of this information in your personal safety plan.

24/7 Crisis Support Services (Free in Australia)

You can contact these services anytime, day or night:

• Lifeline: 13 11 14

• Beyond Blue: 1300 22 4636

• Suicide Call Back Service: 1300 659 467

• Kids Helpline (ages 5–25): 1800 55 1800

• 13YARN (Aboriginal & Torres Strait Islander): 13 92 76
  
  

These services are separate from this practice and are available 24/7.

When the Psychologist Is Not Available

Dr Louise Munro works part-time and may be on leave, this means:

• Messages are not checked all the time

• Replies may be delayed

• You must not use email or text for emergencies
  If you are in crisis when the psychologist is unavailable, you must contact one of the crisis services above or call 000.

During Working Days

If you are distressed but not in immediate danger:

• You may contact the practice

• Same-day appointments are not guaranteed

• The psychologist will reply as soon as possible during working days

Safety Planning

If needed, you and your psychologist may create a personal safety plan together. This can include:

• Warning signs

• Things that help you cope

• People you can contact

• Crisis services to use
  
  

You should keep your safety plan somewhere easy to find.

You can download this list and print it out to help you find the services more easily.

Fee and Financial Interest Policy Document

This document outlines the policies related to fees, client financial responsibility, specific funding arrangements, cancellation rules, and disclosures regarding the financial interests of Envision Support & Research.

1. Fees, Payment Responsibility, and Disclosure

General Fees: Fees for services are set in accordance with nationally accepted standards. The client is ultimately responsible for making sure the fees are paid for the services provided. Payment can be made at the session via direct debit or EFTPOS, or by providing the details of a Third Party payer for invoicing.

Third Party Funding and Consent: Services may attract rebates from Medicare or Private Health Insurance, or may be paid from an NDIS funding package.

• The client must consent to sharing their invoicing information with any Third Party Payer (e.g., Medicare, NDIS plan managers, Employers, Work Cover).

• It is understood that Third Party Payers are only entitled to invoicing (administration) information and are not entitled to any clinical information about the client.

• Clients eligible for Medicare rebates are required to pay the full amount before the claim can be processed for the Medicare rebate. Clients must check with their own Private Health Fund to determine eligibility and details of possible rebates.

2. Appointment Cancellation and Missed Appointment Policy

Required Notice: Providing at least 48 hours' notice to cancel an appointment helps minimize lost clinical time and helps to keep session costs down.

• Appointments missed or rescheduled without 48 hours' notice will incur the full fee, which must be paid prior to the next scheduled appointment.

• If a client is late for an appointment, the session may be shortened, but the client will still need to pay the full amount.

• If a client misses an appointment, they must still pay the late missed appointment fee, even if they did not receive a courtesy reminder message from the Zanda diary.

Third Party Funder Responsibility for Fees:

• It is important to note that some Third Party funders, such as Medicare, often do not pay late cancellation or missed appointment fees, and these fees remain the client’s responsibility.

• If sessions are funded via NDIS packages, the late fee will be charged to the client's package.

NDIS Group Program Cancellation Policy:

• For NDIS funded group sessions or programs, the number of sessions and shared costs are confirmed with support coordinators or plan managers.

• To ensure payment sharing remains equitable between participants, participant packages will be charged even if they cancel a session.

• An exception applies if all participants agree to cancel a program or program date with at least 48 hours' notice; in this circumstance, the package will not be charged.

3. Financial Interest Disclosure

Dr Louise Munro is required to disclose any commercial interests that may affect service delivery.

• Dr Louise Munro is the Co-Director of Macro Impact Consulting, which is an education company specialising in the delivery of online education about deafness and hearing loss.

• In partnership with Sigrid Macdonald, Dr Louise Munro holds a 50% commercial interest in the finances of this business.

Digital Communication and Telehealth

This policy addresses the appropriate use, security, and inherent risks associated with electronic communication methods, including email, SMS, and video conferencing (Telehealth), used by Envision Support & Research (Dr Louise Munro). The policy is designed to meet compliance requirements related to digital competency, security, and informed consent.

1. General Principles and Appropriateness of Digital Communication

Digital communication, encompassing email, SMS, and Telehealth (video conferencing), is offered for limited purposes.

• Urgency Exclusion: Email and SMS are not appropriate for urgent or emergency situations.

• Alternative Support: For immediate help, clients must use emergency services (calling '000' or nearest hospital ED) or Lifeline (13 11 14) for out-of-hours telephone support.

• Alternative for Technical Failure: If technical difficulties interfere with a Telehealth session, a phone consultation will be offered as an alternative to ensure continuity of service.

• Administrative Use: SMS messages are specifically used to schedule and confirm or cancel appointments and are sent via the Zanda practice management system. The SMS number used by Zanda is only for diary appointments and does not reach the practitioner directly.

2. Telehealth (Video Conferencing) Protocols and Risks

Telehealth services are offered via platforms like Zoom as part of the Zanda system. Before engaging in Telehealth, clients must complete a specific "Consent to Use Telehealth" form.

Risks and Limitations (Disclosure)

• The benefits of Telehealth include continued access and avoiding travel, but potential risks include technical problems that disrupt the session, or a small risk of hacking or interception.

• If services cannot be provided to the same standard as an in-person consultation due to technology limits, the client must be advised.

• The client may have visual knowledge of the psychologist's space, and the psychologist must ensure only appropriate and professional information about their space is visible.

Confidentiality and Safety Precautions

• The chosen telecommunications solution (such as the Zanda/Zoom Telehealth system) meets clinical requirements, client needs, and satisfies privacy laws. Paid versions of applications are used where security is increased.

• The practice uses reasonable means to protect security and confidentiality.

• Client Location: The client must confirm their physical location at the start of each session to allow for immediate safety/emergency response if required.

• Privacy: Dr Munro will ensure the privacy of the session is upheld by using a private location and/or headphones.

• Recording Prohibition: Clients are not permitted to record the session (voice or video).

• Client Environment: Clients must ensure they are in a space that allows for adequate privacy and confidentiality and safety from interference by others.

• Should Clients wish to you an alternative platform such as "Teams" or Facetime, the client assumes the security/access and privacy responsibility for the link to the platform they provide.

3. Email Communication Protocols and Security

Email communication requires a specific consent form ("Consent to Use Email/SMS") acknowledging the risks and responsibilities.

Risks of Email (Disclosure)

Communication by email has several risks, including, but not limited to:

• Email can be circulated, forwarded, and stored in paper and electronic files.

• Backup copies may exist even after deletion.

• Emails can be misaddressed, intercepted, altered, or used without authorization.

• The practice cannot guarantee the security and privacy of email communication and will not be liable for the inadvertent disclosure of confidential information.

• Administration staff may receive client emails before forwarding them to the healthcare provider.

Mitigation and Security Measures

• Confidential documents are encrypted, and the password is sent via an alternative communication method (e.g., text message or phone call).

• Email addresses are verified prior to sending confidential information.

• When emailing clients, identifying information is placed in the body of the email, not in the subject line.

• The practice uses reputable, paid email and cloud service providers that offer built-in encryption and strong security standards.

4. Client Responsibilities for Digital Communication

Clients share responsibility for mitigating risks when communicating digitally. Clients must:

• Not use email to communicate urgent or emergency information.

• Not put identifying information in the email's subject line but include it in the body.

• Contact the practice via alternative methods (e.g., phone call) if a reply is not received within a reasonable time.

• Be responsible for protecting their password or other means of access to email.

• Be responsible for informing the healthcare professional of any information they do not want sent by email.

• Inform the healthcare professional of email address changes.

5. Data Management and Security Infrastructure

All client files and personal data are held within the "Zanda" practice management software, a secure data management and storage platform.

• Risk Mitigation: Digital systems require two-factor authentication (2FA/MFA) for all systems containing sensitive information. Backups comply with the Australian Privacy Principles, must be kept within Australia, and must be encrypted and password protected.

• Administrative Access: An Office Manager may have administrative access to non-clinical information stored in Zanda, such as SMS appointment reminders, bookings, cancellations, and invoices.

Data Collection, Storage, Privacy, Confidentiality, and Data Management

This policy details how client information is collected, secured, stored, and managed by Envision Support & Research (Dr Louise Munro) in compliance with professional standards and Australian legal obligations, focusing specifically on data storage procedures.

1. Data Collection and Storage Location

Data Necessity and Security: Relevant personal information is collected and recorded as a necessary part of providing psychological services to ensure appropriate and thorough care. This information, including client records, emails, billing history, and text messages, will be stored securely.

Primary Storage System (Zanda): Client files and all personal data are held within the "Zanda" practice management software. Zanda is a secure data management and storage platform designed for healthcare practices to be compliant with Australia privacy and digital security systems.

Administrative Access: An Office Manager may have administrative access to non-clinical information stored in Zanda, such as SMS appointment reminders, bookings, cancellations, and invoices, to facilitate efficient practice administration.

2. Record Retention Requirements

Psychologists are required to adhere to strict minimum file retention requirements:

• Adult Clients: Client files must be kept for a minimum of seven years since the last entry was made.

• Minor Clients: If the client was under the age of 18 at the time of treatment, the file must be kept until they turn 25 years of age.

3. Data Security and Backup Protocols

A robust system is implemented to protect the privacy and integrity of electronic records:

• Backup Compliance: Electronic files are backed up regularly. Backups must comply with the Australian Privacy Principles. This requires that backups are kept within Australia, encrypted, and password protected.

• System Security: Digital systems require two-factor authentication (2FA/MFA) for all systems containing sensitive information.

• Security Measures: Mitigation strategies include using reputable, paid email and cloud service providers that offer built-in encryption and strong security standards. Access to systems is limited to authorised users, and secure networks and encrypted connections are used for data transmission.

• Physical Security (If Applicable): If files are held in a physical filing cabinet (as an alternative to practice management software), they must also be held securely.

• Recording Storage: If sessions are recorded (e.g., for supervision or training), the recording must be stored in a password protected online storage system or a secure location that cannot be accessed by anyone but the intended viewers (the provisional psychologist and their supervisor). The recording must be securely destroyed or erased immediately after the completion of the evaluation.

4. Client Access and Data Breach Management

Client Access: Clients have a right to access information contained in their records upon request, subject to exceptions outlined in the Privacy Act 1988.

Data Breach Notification: If there is unauthorized access to data held by the clinic (a data breach), limited information may need to be shared with the Office of the Information Ombudsman. The service provider maintains an incident response plan for data breaches and technical disruptions.

Privacy, Confidentiality, and Information Sharing Policy

This policy details how client information is collected, secured, stored, and managed by Envision Support & Research (Dr Louise Munro) in compliance with professional ethical codes and Australian legal obligations, and establishes the strict limits of confidentiality and protocols for information sharing.

1. Data Collection, Storage, and Security

Data Necessity and Security Relevant personal information is collected and recorded as a necessary part of providing psychological services to ensure appropriate and thorough care. All personal information gathered will be held securely and in confidence,.

Primary Storage System Client files and all personal data, including electronic forms, notes, emails, billing history, and text messages, are held within the "Zanda" practice management software,. Zanda is a secure data management and storage platform compliant with Australia privacy and digital security systems.

Data Backup and Retention

• Backup Protocols: Electronic files are backed up regularly, and these backups must comply with the Australian Privacy Principles,,. Backups are required to be kept within Australia, encrypted, and password protected,.

• Record Retention: Client files must be kept for a minimum of seven years since the last entry was made for adult clients,,. If the client was under the age of 18 at the time of treatment, the file must be kept until the client turns 25 years of age,,.

Administrative Access An Office Manager may have administrative access to non-clinical information stored in Zanda, such as SMS appointment reminders, bookings, cancellations, and invoices, to facilitate the efficient administration of the practice,.

2. Confidentiality and Limits to Disclosure (Information Sharing)

Clients have a right to expect that information about them will be held securely and in confidence. However, confidentiality will not be maintained when disclosure is required or authorised by law or is necessary to facilitate emergency services,,.

Specific exceptions where information will not remain confidential include:

• Risk of Harm: If the failure to disclose information would place the client or another person at risk of harm,,.

• Legal Obligation: When information is demanded by a court subpoena or other legal disclosure required or authorised by law,

• Mandatory Reporting: Where mandatory reporting obligations must be met, such as when there is evidence of abuse, neglect, or when a child is at risk,.

• Emergency Services: When consent cannot be gained due to a necessity to obtain emergency services during a medical crisis,,.

• Data Breach: If there is unauthorized access to data held by the clinic, limited information may need to be shared with the Office of the Information Ombudsman,,,.

• Reasonably Expected Disclosure: If disclosure is reasonably expected and directly related to the primary purpose of collection, such as informing a General Practitioner (GP) of treatment and progress, or claiming Medicare rebates on the client's behalf,,,.

• Clinical Consultation: If clinical consultation with another professional is required to provide better services, identifying details will remain confidential,,.

3. Information Sharing Protocols (Third Parties and Groups)

Group Confidentiality When providing simultaneous services to multiple clients together (e.g., reflective practice groups), the practice mandates that all participants must respect and maintain the privacy and confidentiality of all other participants within the group setting,,.

Third-Party Disclosure Limits (e.g., NDIS, Organizations) If a third party (such as an employer, NDIS, or family member) pays for sessions, they are not entitled to access any information about therapy sessions without the client’s explicit consent,,. Third Party Payers are only entitled to invoicing (administration) information.

Consent for External Information Permission will be sought before collecting information about the client from another person (e.g., a teacher or partner),,. Written consent must be obtained using a “Consent to Share Information Form” before sending a letter, email, or discussing the client with any nominated third party, such as a support coordinator or employer,.

Recording and Observation Sessions are never recorded or observed without permission. If recording is involved (e.g., for training or supervision), written consent must be obtained, the specific purpose must be explained, and the recording must be treated confidentially (stored securely, password protected) and erased immediately after the completion of the evaluation,,.

4. Client Rights and Professional Boundaries

Client Access to Records Clients have a right to access information contained in their records upon request, subject to exceptions outlined in the Privacy Act 1988,,,.

Online Privacy and Professional Boundaries To protect client privacy and uphold professional boundaries, Dr Munro will not engage with the client in public or online in a way that identifies them as a client,,,. Clients are advised to contact the practice directly through professional channels rather than social media or public forums.

Client Rights and Responsibilities

1. The Therapeutic Process and Active Effort

Your engagement in therapy requires active effort on your part. To achieve the best results, you will need to work on topics discussed both during sessions and outside of sessions, including preparing for subsequent sessions. The services provided are recovery-oriented and competency-based, utilizing approaches that require your commitment to this work.

2. Emergency Procedures and Crisis Support (Do Not Call in a Crisis)

As a sole practitioner, Dr Louise Munro is not in a position to provide crisis support or emergency appointments. It is essential that you understand that email and SMS are not appropriate for urgent or emergency situations.

In the event of an immediate emergency or crisis:

• You must seek immediate help by going to the nearest hospital's emergency department or calling 000.

• For non-immediate or out-of-hours support, you may call Lifeline on 13 11 14.

3. Feedback and Complaints Process

If you are unhappy with the service, you are encouraged to talk to Dr Munro first to resolve your concerns.

If issues cannot be resolved directly, the process for raising concerns/complaints is available. If there is unauthorized access to data held by the clinic (a data breach), limited information may need to be shared with the Office of the Information Ombudsman (OAIC). The full range of policies, which include details on the legislative standards governing the practice (such as the AHPRA Code of Conduct), can be accessed on the practice webpage.

4. Client Rights: Second Opinions and Data Access

You have several essential rights regarding your care and data management:

• Right to a Second Opinion: You have the right to seek a second opinion from an appropriate practitioner.

• Right to Access Your Data: You have a right to access information contained in your records upon request. This right is subject to exceptions outlined in the Privacy Act 1988.

• Right to Cease Therapy: You can cease therapy at any time or request that a session cease if you feel uncomfortable. You may also withdraw your agreement to consent at any time without effect on service provision.

Reflective Practice Sessions: Policy & Framework

1.Policy Purpose

This document establishes Dr Louise Munro’s  policy and framework for reflective practice sessions. Its purpose is to provide a clear, consistent, and ethical foundation for the delivery of this service, ensuring that all facilitators, participants, and sponsoring organizations have a shared understanding of their respective roles, responsibilities, and the governing principles of the program. This framework is designed to foster an environment of psychological safety, integrity, and professional growth.

Policy Objectives

The core objectives of this policy are:

• To define the unique purpose and scope of reflective practice, distinguishing it from other forms of supervision such as line management, operational supervision, or clinical case formulation supervision.

• To delineate the specific roles and responsibilities of the session facilitator, the sponsoring organization, and all participating professionals.

• To establish protocols for confidentiality and the management of sensitive information to protect both participants and their clients.

• To standardize administrative procedures for participants, and program evaluation.

This policy will first define the core concepts of reflective practice before outlining the specific operational protocols that govern its delivery.

2. Defining Reflective Practice: Scope and Core Principles

This policy recognises that documented reflective practice is an increasingly common component of professional registration and regulatory requirements for health and mental health workers. A clear distinction between reflective practice and other developmental activities, particularly clinical supervision, is strategically important. This clarity is essential for setting appropriate expectations, ensuring participant engagement is correctly focused, and establishing the psychological safety required for meaningful self-exploration.

2.1 The Core Focus: The Practitioner

The primary client in a reflective practice session is the practitioner. Unlike other modalities that concentrate on client service delivery, reflective practice is an "invitation to reflect on yourself." The process is designed to provide a structured opportunity for professionals to deepen their personal understanding and explore how their internal landscape impacts their professional role.

Key areas for reflection include the practitioner's own:

• Knowledge

• Experience

• Level of self-awareness

• Values

• Vulnerabilities

• Hopes, fears, and dreams

• Biases and barriers

2.2 Distinction from Clinical Supervision

While reflective practice can be (and should be) a component of other forms of supervision, its fundamental purpose, focus, and scope are distinct. The following table clarifies these differences:

Reflective Practice
Primary Beneficiary: The practitioner (the worker).
Core Focus: The practitioner’s internal experience, including self-awareness, values, vulnerabilities, and how these impact their professional role.
Scope of Discussion: Deepening personal understanding and reflecting on ethical considerations through the lens of the practitioner’s experience. This may include general, de-identified client examples used as a catalyst for practitioner and group reflection.

Clinical Supervision
Primary Beneficiary: The supervisee’s client.
Core Focus: Ensuring good, safe, ethical, and appropriate practice with the supervisee’s clients.
Scope of Discussion: May include case formulation, case management, skills development, supervisor advice and recommendations, and mandatory reporting support related to client risk or presentation.

2.3 Intended Outcomes

Engaging in reflective practice serves as valuable preparation for more effective clinical and operational supervision. By developing a greater capacity for self-reflection, participants become "better supervisees." This enhanced self-awareness allows them to recognise their own strengths and vulnerabilities more clearly and, consequently, to discuss their clinical work with their supervisor in a "more in-depth and genuine and authentic way."

3.0 Delineation of Roles and Responsibilities

The integrity and success of the reflective practice program depend on each party understanding and their specific roles obligations. The following outlines the distinct responsibilities of the facilitator, the sponsoring organisation, and the participants.

3.1 The Session Facilitator

The facilitator is responsible for creating and maintaining the session's reflective space and managing the professional engagement. These duties include:

• Managing the formal agreement directly with the sponsoring organisation.

• Providing all participants with a direct line of contact via email for any necessary communication.

• Protecting participant privacy by collecting minimal personal data.

• Offering formal and informal mechanisms for program evaluation and feedback.

3.2 The Sponsoring Organisation (via the Nominated Contact Person)

The sponsoring organisation holds the primary responsibility for the program's administrative and logistical oversight. This is managed through a designated representative.

• The organisation's Nominated Contact Person (often the team leader or organiser) is the sole authority responsible for making all decisions regarding participant eligibility for the sessions.

• The facilitator will provide verification of attendance for CPD or logging purposes when requested.

3.3 The Participant

The participant's primary responsibility is to engage earnestly in the reflective process while upholding their professional obligations. Their duties include:

• A commitment to the process of self-reflection and the exploration of how their personal values, experiences, and biases impact their work and the team and the organisation.

• An obligation to adhere to their own professional and organisational codes of practice, particularly concerning the confidentiality of any client-related information discussed.

These roles are designed to work in concert to uphold the program's foundational principles, most critically, the principle of confidentiality.

4.0 Confidentiality, Data Management Protocols and Consent.

A secure and confidential environment is a non-negotiable prerequisite for the honest self-exploration that reflective practice demands. The following protocols apply to all sessions without exception.

4.1 Protocol for Discussing Client-Related Examples

While specific client or organisational issues may serve as a catalyst for reflection, the focus of the discussion must remain on the practitioner's experience of the issue, not the details of the case or the client.

To ensure this boundary is maintained, the use of client names and any other identifying information is avoided and no notes containing these details are taken by participants or the facilitator. Participants have a duty to de-identify any examples used to illustrate a point of personal reflection.

4.2 Facilitator's Record-Keeping Policy

Dr Louise Munro will need a Consent Form to be signed by organisation agreeing to these policies and protocols. The facilitator's approach to documentation is minimalist and designed to protect the confidentiality of participants and session content discussions.

• No details from within any reflective practice session are recorded.

• Any notes maintained by the facilitator are purely administrative in nature and do not contain substantive content from participant discussions.

• The session are conifidential and the facilitator will not report to the organisation on any aspects of the sessions, including attendance and discussion content. Feedback to the organisation will be made available in consultation with group members and anonymised evaluations can be provided via the Nominated Representative request.

5.0 Administrative and Procedural Guidelines

The agreement for Reflective Supervision in Groups is specific to the delivery of onsite reflective supervision groups in workplaces and has been designed to simplify documentation and liability by using existing organisational policies and procedures and structures. This organisational contracting structure is essential for accountability and administrative efficiency, as it places responsibility appropriately on the employer rather than the facilitator. Since participants are employed by the organization, they are obligated to adhere to their existing professional and organizational codes of practice. By contracting directly with the sponsoring organization via the Nominated Contact Person the framework ensures that the organisation—as the paying provider of the service—accepts responsibility for managing employee adherence to its own expectations and standards. This ensures the facilitator is not responsible for enforcing internal compliance or the organisation's standards. The organisation is responsible for determining participant eligibility and managing changes in group membership. This arrangement also safeguards the confidentiality of group attendance, as the facilitator maintains a minimalist documentation approach, collecting only minimal personal data, such as first names, and recording no substantive details from within any reflective practice session.

5.1 Participant Eligibility

The sponsoring organisation, through its designated representative, holds sole responsibility for managing program access and deciding who they want to be included in the group process.

• The organisation's Nominated Contact Person is the only party authorized to determine who is eligible to attend the sessions.

5.2 Continuing Professional Development (CPD) Documentation

Participants wishing to log their attendance for CPD purposes must follow a two-step process:

• Participants may log their attendance for their own personal records, listing the facilitator, Dr Louise Munro, as the provider of the service. If a signature is required the Nominated Contact Person can verify attendance and sign off on participation.

5.3 Feedback and Program Evaluation

Continuous improvement is supported through structured and open channels for feedback. Two primary mechanisms are available:

• An evaluation will be offered to all participants to gather structured feedback on the program.

• The option to provide direct, informal feedback to the facilitator is always available at any time.