This page sets out the Terms of Service for clinicians and young people using the over 15 and under 15 versions of MOST.
By using MOST, you accept and agree to be bound by the Terms of Service relevant to you and the laws of Australia.
If you have any questions, please contact us.
Table of contents
Terms of Service for young people: over 15 MOST
Last updated 10 September 2024
MOST is designed and delivered by Orygen Digital, the technology division of Orygen, Australia’s Centre of Excellence in Youth Mental Health.
Orygen Digital acknowledges the traditional custodians of the lands we are on and pays respect to their Elders past and present. Orygen Digital recognises and respects their cultural heritage, beliefs and relationship to Country, which continue to be important to First Nations people living today.
By using MOST, you accept and agree to be bound by the following Terms of Service and by the laws of Australia.
What is MOST?
MOST (over 15s) is a digital mental health service for young people aged 15 to 25. MOST recognises these can be the most challenging years of our lives. On MOST you’ll find evidence-based therapeutic content and practical strategies to improve your mental health, accessible online whenever and wherever you need. MOST also offers access to clinicians, career consultants and peers – so you have real people to talk to and helpful information you can work through in your own time.
MOST is designed to support young people at any stage of their help-seeking and treatment journey. If you’re aged 15 to 25 and based in Victoria or Queensland, you can join MOST without a referral and get started straight away. MOST is also available through participating youth mental health services in Victoria, Queensland, New South Wales, Western Australia, and the Australian Capital Territory. If you’re connected with one of these services, your clinician or case manager (your “face-to-face clinician”) may use MOST to support you.
Can I call MOST for crisis support?
MOST is not an emergency or rapid response service. If you need urgent help please call 000.
Your MOST support team will always answer your messages as soon as they can, however it may take a while. They won’t be online late at night or on weekends, and they won’t always see your messages straight away.
Does MOST cost anything?
MOST is delivered to young people completely free of charge thanks to our funding partners, including the Victorian Government, Queensland Government, New South Wales Government, Australian Capital Territory Government, and WA Primary Health Alliance.
Who developed and delivers MOST?
MOST was created by Orygen Digital’s team of world-renowned researchers in youth mental health, alongside creative writers, comics illustrators, software engineers, health professionals, and young people with personal experience of mental illness. We’re based at Orygen and the University of Melbourne.
We hate (love) to boast, but we’re a world leader in digital innovation for youth mental health.
We’ve been making MOST for 14 years. That includes researching, developing, trialing, redesigning and refining everything you see. MOST is powered by our passion. We dream of a world where all young people can access timely support so that they can get the help they need to feel well and strong, and build the life they want.
What kind of support is on MOST? How do I know it's safe and effective?
The interventions provided within MOST are based on the latest evidence-based approaches and established clinical practice guidelines. Specifically, the therapeutic content on MOST is primarily based on cognitive behavioural therapy (CBT). This is the recommended psychological treatment for a wide range of mental health problems in young people by a number of national and international professional bodies (such as the Australian Psychological Society, Royal Australian and New Zealand College of Psychiatrists, Australian Government Department of Health, World Health Organisation, and National Institute for Health and Care Excellence).
In addition to MOST’s therapy content, we offer human support services delivered by appropriately qualified staff. All MOST clinicians are allied health professionals registered with the Australian Health Practitioner Registration Agency or eligible for membership of the Australian Association of Social Workers. Career consultants on MOST hold relevant graduate qualifications in career development or career counselling. Our peer workers are young people with lived experience of mental ill-health with training and ongoing supervision in delivering established models of peer support (such as Intentional Peer Support).
What can I expect from the MOST Community?
The Community offers a space for safe, moderated discussions with other young people and peer workers on MOST.
If you’ve been connected to MOST through one of our participating mental health services, you’ll get automatic access to the Community when you sign up using your personal invite link. If you’ve signed yourself up without a referral, you’ll be able to request Community access. This is usually a quick and easy process – but if you’re under 16 and don’t have a referral, we will need to get consent from your parent or guardian before enabling Community access.
What information about me can others see in the Community?
Everyone on MOST has a profile with their username, profile picture, interests, and personal strengths. You’ll be asked to add these as part of your onboarding. You can also choose to fill out your bio by telling us more about yourself and sharing your pronouns. If you’re in the Community, your profile will be visible to other young people using MOST. They’ll also see any Community posts, comments, and reactions you choose to make.
It’s up to you how visible you’d like to be in the Community. You can instantly hide your MOST profile and all your posts by selecting “Hide my profile” on your edit profile page.
You can hide your profile or delete any post you’ve changed your mind about at any time.
Your identifying information (such as your full name), personal therapy notes, and one-to-one conversations with the MOST team will never be visible to others in the Community space. We ask all MOST users to agree not to share their identifying information in the Community, and to never share others’ profile information or posts outside of MOST.
What content might I see in the Community?
In the MOST Community you’ll find other young people sharing stories about hope and support. It’s also somewhere young people are able to be honest about things they’re dealing with. This means that you might come across posts in the Community that contain sensitive or distressing content.
MOST clinicians and peer workers review and respond to posts in the Community daily to help maintain a safe space, and to ensure that appropriate support is offered to anyone expressing distress. The clinicians and mentors are also available to support you if you see content in the Community that you want to talk through. You can reach out to them via messages on MOST. You can also report any posts that concern you. This will hide the post and help flag it for a clinician to follow up.
If you decide you’d like to take a break from the Community at any time, let a clinician know via messages. They can change your access so that you can continue to use MOST without viewing the Community.
Private information
Orygen Digital collects personal information to:
- customise therapy
- improve the service
- maintain a safe environment.
Our Privacy Policy explains how we collect and manage personal information (including sensitive and health information). These Terms of Service give important extra details about how your personal information will be used if you join MOST.
Why do you need my personal details?
Your information helps us understand who is using our service. We may also use your contact information to check in and see how you’re doing or to ask if you want to participate in research and evaluation (more on this below).
Duty of care
If we are concerned about your safety, we may use your personal information to contact you or your nominated contact person. If you’re connected with one of our participating mental health services, we will also share information with your face-to-face clinician or other staff at this service so that we can all support you in the best way possible. In rare cases, if we think you or someone else is at risk of being seriously hurt, we may need to pass on your contact information to authorities who can help, such as a crisis service or the police. We won’t be sneaky about it. Where possible we will let you know if our concerns reach the point where we need to involve other services.
Do you track my activity?
When you visit MOST, our servers may record information, like the time of your visit, how long you stay, the pages you visit, information you access, who you interact with and what service features you spend time on. As we update and improve MOST, we’ll also record information about how you interact with new features.
We track your use for two reasons:
- to offer you a personalised service, helping you access the therapy you need, and
- to evaluate and improve MOST.
There’s no judgment, we’re just trying to learn more about your needs, and how we can help you and future MOST users get the most out of our services.
Who can access my personal information on MOST?
The MOST team (clinicians, career consultants, peer workers) can access your personal information and see your activity on MOST. This is important to allow the team to provide personalised and effective support.
If you’ve been connected to MOST through one of our participating mental health services, your face-to-face clinician and other staff at this service may use MOST with you and access information about your MOST use.
We may also share your personal information if we are required to by law (e.g. subpoena or court order) or in connection with legal proceedings or advice, but this is a very rare occurrence.
Other than that, we won’t share your personal information with any third parties in identifiable form without your consent.
If you ever want to gain access to the personal information we’ve collected about you, please contact us at hellomost@orygen.org.au
Who else do you share my personal information with?
usability, quality and effectiveness of MOST. If you have consented to take part in an Orygen research study, we may also share information about your use of MOST with the study researchers.
The information collected may also be shared with researchers, services, evaluators, and funders from other organisations, but only in a de-identified form.
That means instead of using your name, we associate your data with a unique string of numbers. No one will ever know this string of numbers is you.
One reason we might share de-identified information is for quality assurance and independent evaluation purposes, so others can check in with us and make sure Orygen Digital is doing the best job we can. Another is to report back to our funders about how MOST is going, how many young people are using it, how effective it is, or when and where demand for services is highest.
Where is my personal information stored?
- The MOST platform and data are hosted on Amazon Web Services (AWS), on highly secure servers located in Sydney. MOST and AWS both implement and maintain technical and organisational security measures. The security measures employed by AWS are globally recognised, and you can read more about them here:
- amazon.com/compliance/australia-data-privacy/
- amazon.com/service-terms/
Staff on MOST use a patient data management system from Salesforce called Health Cloud. The instance and data are hosted on Salesforce-managed AWS Hyperforce infrastructure in Australia. Detailed documentation of Salesforce’s security, privacy and architecture is available here:
If you choose to complete surveys for research and evaluation during your time on MOST, your survey data will be collected via a system called REDCap. REDCap and its underlying database are hosted on University of Melbourne infrastructure located in Melbourne, and are protected according to the University of Melbourne Information Security Policy.
How do you protect my personal information?
MOST has been developed using the best practice for user-authentication and data processing. All internet communications with MOST employ the secure HTTPS protocol.
How long do you keep my personal information?
How long we keep your personal information will depend on the nature of the information, and the relevant regulatory requirements. For example, in ACT, NSW and Victoria, healthcare providers are required by law to keep records for at least 7 years or, in the case of a child, until they turn 25. If you agree to us using your de-identified data for research purposes, we will securely retain this data for 15 years after your last use of MOST.
Orygen Digital will retain your personal data according to the relevant laws and research requirements, and securely destroy personal data when it is no longer required.
Why am I sometimes asked to fill out surveys? Who sees the results?
Some surveys might be tied to the content you see on MOST. For example, we’ll ask you questions when you first start to help us determine which area of your mental health you might like to work on. We’ll also invite you to do other surveys every now and again to keep track of how you’re doing and ask about your experience of using MOST.
The results of surveys will be available to the team behind MOST – the researchers, programmers, writers, designers and other professionals involved in making MOST the best and most effective experience possible. The information collected may also be used for promotional purposes or shared with researchers, services, evaluators, and funders from other organisations, but only in de-identified form.
Can you tell me more about the research? Can I get involved? Do I have to get involved?
We ask for your permission to use your de-identified data in research, evaluation, and publications on MOST. This helps us to improve MOST and allows us to share our findings with others in publications or reports.
In addition, during your time on MOST – or during the three-year period after you finish using MOST – we may ask if you want to be interviewed, surveyed, join a focus group or workshop, or participate in another research activity. We want to learn from you about ways we can improve MOST for you and other young people. We may also invite you to participate in ethically approved research separate to MOST. We might contact you through a private message on MOST, text message, email or phone call to check if you’re interested in taking part.
One way we communicate our findings is through research papers written for scientific journals and evaluation reports. Again, your data will be de-identified if we use it in a paper or report. Sometimes we might need to ask your permission to publish data in a scientific journal. This is another reason we would use your contact details. If we need to contact you for this reason, we may attempt to do so via the MOST system, text, email or phone.
It’s completely up to you whether we use your data for research and evaluation. You can opt in or out during signup and you can change your decision at any time via your ‘Edit profile’ page on MOST.
Participation is totally up to you, and choosing not to take part in research and evaluation would never impact on your treatment on MOST or any other service.
Copyright and conditions of service
Who owns what I write on MOST?
Nothing in these terms changes the fact that you own everything you write and post on MOST. If you post original poetry, song lyrics, photography or artwork, that’s your intellectual property and you retain copyright. No one else can reproduce it without your permission.
If you write a post and decide you want to copy it and publish it somewhere else – whether it’s your personal blog or a literary journal or your memoir, you can do that, they’re your words. You just can’t do it with someone else’s words or images.
Third party links
MOST contains links to content hosted on other websites. While every care is taken, we don’t have direct control over the content of the linked sites, nor the changes that may occur to the content on those sites. Third party links can also be uploaded by anyone in the Community. Use your wits, if something doesn’t look right, please report it or contact a member of the MOST support team.
You are responsible for anything that you post or upload, and we might remove it if it doesn’t fit with these Terms of Service or our Code of Conduct. If this happens, we’ll let you know why.
Orygen Digital copyright
Apart from third party links, the therapy content on MOST has been written and drawn by Orygen Digital, for MOST users, and, as such, is covered by our copyright. If you copy and distribute any of it outside of MOST, please be sure to credit us.
How long will I stay on MOST?
We’ve designed MOST so it can be used for as long as you need, no matter where you are at in your help-seeking journey – whether this is your first step in getting mental health support, you’re receiving face-to-face treatment, or you’ve been discharged from a service.
If you haven’t used MOST for a long time or you’re no longer aged 15 to 25, we may close your account to help protect security. If you want to leave MOST before this time, please contact us through the messaging system or talk to your MOST clinician and they’ll close your account for you.
What happens when I leave MOST?
After your MOST account is closed you will no longer be able to log in and you won’t receive further communications from us, unless you’ve opted-in to potential contact for participation in research. Your private health care information will be retained and protected in accordance with our Privacy Policy, for as long as required under the relevant laws.
If you make posts in the Community during your time on MOST, these will remain visible after you leave. Remember, you can decide how visible you’d like to be in the MOST Community. You can instantly hide your MOST profile and all your posts by selecting “Hide my profile” on your edit profile page.
Can I be asked to leave MOST?
If you violate our Code of Conduct, your Community access or MOST account might be paused.
MOST might not always be the right place if you’re very unwell. If we’re worried about your safety and can see that MOST isn’t helping, we might suggest you take a break.
Will MOST ever change the services it offers?
Yes. We are constantly trying to improve our services, so MOST may change over time. We may refine the current system, introduce new tools, or improve the user experience.
Will these Terms ever change?
It’s possible that, if our service changes, our Terms of Service might change. The updated version will be published on MOST, and any changes will take effect immediately from the date of publication.
Code of Conduct
MOST is a place to:
- be yourself
- share your experiences
- ask for support and give it to others
- work on your wellbeing, and
- be part of a community.
Everyone accessing MOST has rights and responsibilities as a consumer of a mental health service delivered by Orygen Digital. This Code of Conduct lays out some important responsibilities you have on MOST to help protect everyone’s right to a safe and respectful experience.
Keep it legal
- You can’t break the law or violate someone else’s rights.
- Don’t share information about anyone you meet on MOST with anyone outside MOST. For example, if you see a post by someone you know from your offline life on MOST, don’t share this with your friends or family.
- Don’t share anyone else’s original poetry, song lyrics, photography or art to anyone outside MOST without their permission.
Keep it kind
- Be kind, respectful and inclusive.
- Remember that your words impact others, don’t go out of your way to say or do anything mean or harmful.
Keep it respectful
- Talk thoughtfully and openly about your beliefs and opinions, but don’t try and convince others that theirs are wrong.
- MOST doesn’t allow hate speech, harassment, personal attacks, or bullying.
- Don’t share pornographic or sexually explicit content, including words, images and links.
Keep your head
- If you receive awesome advice from the MOST Community, or have a major insight after reading the therapy content, keep your cool and don’t make big decisions about your treatment or medication without checking in with your clinician or GP.
Keep it safe
- Don’t share personal information like your location, address or phone number on the Community.
- Never give your password to anyone, or let someone else use your account.
- Don’t share links to your social media accounts in the Community.
- Avoid posting content that others might find distressing, like graphic details of self-harm, suicide or sexual/physical abuse.
Can I be asked to leave MOST?
- If you violate our Code of Conduct your Community access or MOST account might be paused. If your account is paused, you won’t be able to log in until a MOST clinician speaks with either you, your face-to-face clinician, or your emergency contact. This is to work out if MOST is the best fit for you.
- MOST might not be the right place if you’re very unwell. If we’re worried about your safety, we might suggest you take a break.
Keep in touch
- If someone on MOST behaves in a way that upsets or concerns you, please speak to a clinician or peer worker.
- You can also share your feedback directly with the team behind MOST. This helps us serve you better and improve MOST for others.
Terms of Service for young people: under 15 MOST
Last updated 10 September 2024
MOST is designed and delivered by Orygen Digital, the technology division of Orygen, Australia’s Centre of Excellence in Youth Mental Health.
Orygen Digital acknowledges the traditional custodians of the lands we are on and pays respect to their Elders past and present. Orygen Digital recognises and respects their cultural heritage, beliefs and relationship to Country, which continue to be important to First Nations people living today.
By using MOST, you accept and agree to be bound by the following Terms of Service and by the laws of Australia.
What is MOST?
MOST (under 15s) is a digital mental health service for young people aged 12 to 14. MOST recognises these can be the most challenging years of our lives. On MOST you’ll find evidence-based therapeutic content and practical strategies to improve your mental health, accessible online whenever and wherever you need. MOST also offers access to clinicians, career consultants and peers – so you have real people to talk to and helpful information you can work through in your own time.
Every young person on MOST (under 15s) has recently sought help from one of our participating youth mental health services. MOST is offered in addition to the support you’ll receive from this service. If you have a face-to-face clinician or case manager from the mental health service that you’re working with (your “face-to-face clinician”), they may use MOST to support you.
Can I call MOST for crisis support?
MOST is not an emergency or rapid response service. If you need urgent help please call 000.
Your MOST support team will always answer your messages as soon as they can, however it may take a while. They won’t be online late at night or on weekends, and they won’t always see your messages straight away.
Does MOST cost anything?
MOST is delivered to young people completely free of charge thanks to our funding partners, including the Victorian Government, Queensland Government, New South Wales Government, Australian Capital Territory Government, and WA Primary Health Alliance.
Who developed and delivers MOST?
MOST was created by Orygen Digital’s team of world-renowned researchers in youth mental health, alongside creative writers, comics illustrators, software engineers, health professionals, and young people with personal experience of mental illness. We’re based at Orygen and the University of Melbourne.
We hate (love) to boast, but we’re a world leader in digital innovation for youth mental health.
We’ve been making MOST for 14 years. That includes researching, developing, trialling, redesigning and refining everything you see. MOST is powered by our passion. We dream of a world where all young people can access timely support so that they can get the help they need to feel well and strong, and build the life they want.
What kind of support is on MOST?
The interventions provided within MOST are based on the latest evidence-based approaches and established clinical practice guidelines. Specifically, the therapeutic content on MOST is primarily based on cognitive behavioural therapy (CBT). This is the recommended psychological treatment for a wide range of mental health problems in young people by a number of national and international professional bodies (such as the Australian Psychological Society, Royal Australian and New Zealand College of Psychiatrists, Australian Government Department of Health, World Health Organisation, and National Institute for Health and Care Excellence).
In addition to MOST’s therapy content, we offer human support services delivered by appropriately qualified staff. All MOST clinicians are allied health professionals registered with the Australian Health Practitioner Registration Agency or eligible for membership of the Australian Association of Social Workers. Career consultants on MOST hold relevant graduate qualifications in career development or career counselling. Our peer workers are young people with lived experience of mental ill-health with training and ongoing supervision in delivering established models of peer support (such as Intentional Peer Support).
What can I expect from the MOST Community?
The Community offers a space for safe, moderated discussions with other young people and mentors on MOST. You’ll get automatic access to the Community when you sign up.
What information about me can others see in the community?
Everyone on MOST has a profile with their username, profile picture, interests, and personal strengths. You’ll be asked to add these as part of your onboarding. You can also choose to fill out your bio by telling us more about yourself and sharing your pronouns. This profile will be visible to other young people using MOST. They’ll also see any Community posts, comments, and reactions you choose to make.
It’s up to you how visible you’d like to be in the Community. You can instantly hide your MOST profile and all your posts by selecting “Hide my profile” on your edit profile page.
You can hide your profile or delete any post you’ve changed your mind about at any time.
Your identifying information (such as your full name), personal therapy notes, and one-to-one conversations with the MOST team will never be visible to others in the Community space. We ask all MOST users to agree not to share their identifying information in the Community, and to never share others’ profile information or posts outside of MOST.
What content might I see in the Community?
In the MOST Community you’ll find other young people sharing stories about hope and support. It’s also somewhere young people are able to be honest about things they’re dealing with. This means that you might come across posts in the Community that contain sensitive or distressing content.
MOST clinicians and mentors review and respond to posts in the Community daily to help maintain a safe space, and to ensure that appropriate support is offered to anyone expressing distress. The clinicians and mentors are also available to support you if you see content in the Community that you want to talk through. You can reach out to them via messages on MOST. You can also report any posts that concern you. This will hide the post and help flag it for a clinician to follow up.
If you decide you’d like to take a break from the Community at any time, let a clinician know via messages. They can change your access so that you can continue to use MOST without viewing the Community.
Private information
Our Privacy Policy explains how we collect and manage personal information (including sensitive and health information). These Terms of Service give important extra details about how your personal information will be used if you join MOST.
Why do you need my personal details?
Your information helps us understand who is using our service. We may also use your contact information to check in and see how you’re doing or to ask if you want to participate in research and evaluation (more on this below).
Duty of care
If we are concerned about your safety, we may use your personal information to contact you or your nominated contact person. If you’re connected with one of our participating mental health services, we will also share information with your face-to-face clinician or other staff at this service so that we can all support you in the best way possible. In rare cases, if we think you or someone else is at risk of being seriously hurt, we may need to pass on your contact information to authorities who can help, such as a crisis service or the police. We won’t be sneaky about it. Where possible we will let you know if our concerns reach the point where we need to involve other services.
Do you track my activity?
When you visit MOST, our servers may record information, like the time of your visit, how long you stay, the pages you visit, information you access, who you interact with and what service features you spend time on. As we update and improve MOST, we’ll also record information about how you interact with new features.
We track your use for two reasons:
- to offer you a personalised service, helping you access the therapy you need, and
- to evaluate and improve MOST
There’s no judgment, we’re just trying to learn more about your needs, and how we can help you and future MOST users get the most out of our services.
Who can access my personal information on MOST?
The MOST team (clinicians, career consultants, mentors) can access your personal information and see your activity on MOST. This is important to allow the team to provide personalised and effective support.
If you’re connected with one of our participating mental health services, your face-to-face clinician and other staff at this service may use MOST with you and access information about your MOST use.
We may also share your personal information if we are required to by law (e.g. subpoena or court order) or in connection with legal proceedings or advice, but this is a very rare occurrence.
Other than that, we won’t share your personal information with any third parties in identifiable form without your consent.
If you ever want to gain access to the personal information we’ve collected about you, please contact us at hellomost@orygen.org.au
Who else do you share my personal information with?
The personal information collected may be used by the Orygen Digital team to assess the safety, usability, quality and effectiveness of MOST. If you have consented to take part in an Orygen research study, we may also share information about your use of MOST with the study researchers.
The information collected may also be shared with researchers, services, evaluators, and funders from other organisations, but only in a de-identified form.
That means instead of using your name, we associate your data with a unique string of numbers. No one will ever know this string of numbers is you.
One reason we might share de-identified information is for quality assurance and independent evaluation purposes, so others can check in with us and make sure Orygen Digital is doing the best job we can. Another is to report back to our funders about how MOST is going, how many young people are using it, how effective it is, or when and where demand for services is highest.
Where is my personal information stored?
- The MOST platform and data are hosted on Amazon Web Services (AWS), on highly secure servers located in Sydney. MOST and AWS both implement and maintain technical and organisational security measures. The security measures employed by AWS are globally recognised, and you can read more about them here:
- amazon.com/compliance/australia-data-privacy/
- amazon.com/service-terms/
Staff on MOST use a patient data management system from Salesforce called Health Cloud. The instance and data are hosted on Salesforce-managed AWS Hyperforce infrastructure in Australia. Detailed documentation of Salesforce’s security, privacy and architecture is available here:
If you choose to complete surveys for research and evaluation during your time on MOST, your survey data will be collected via a system called REDCap. REDCap and its underlying database are hosted on University of Melbourne infrastructure located in Melbourne, and are protected according to the University of Melbourne Information Security Policy.
How do you protect my personal information?
MOST has been developed using the best practice for user-authentication and data processing. All internet communications with MOST employ the secure HTTPS protocol.
How long do you keep my personal information?
How long we keep your personal information will depend on the nature of the information, and the relevant regulatory requirements. For example, in ACT, NSW and Victoria, healthcare providers are required by law to keep records for at least 7 years or, in the case of a child, until they turn 25. If you agree to us using your de-identified data for research purposes, we will securely retain this data for 15 years after your last use of MOST.
Orygen Digital will retain your personal data according to the relevant laws and research requirements, and securely destroy personal data when it is no longer required.
Why am I sometimes asked to fill out surveys? Who sees the results?
Some surveys might be tied to the content you see on MOST. For example, we’ll ask you questions when you first start to help us determine which area of your mental health you might like to work on. We’ll also invite you to do other surveys every now and again to keep track of how you’re doing and ask about your experience of using MOST.
The results of surveys will be available to the team behind MOST – the researchers, programmers, writers, designers and other professionals involved in making MOST the best and most effective experience possible. The information collected may also be used for promotional purposes or shared with researchers, services, evaluators, and funders from other organisations, but only in de-identified form.
Can you tell me more about the research? Can I get involved? Do I have to get involved?
We ask for your permission to use your de-identified data in research, evaluation, and publications on MOST. This helps us to improve MOST and allows us to share our findings with others in publications or reports.
In addition, during your time on MOST – or during the three-year period after you finish using MOST – we may ask if you want to be interviewed, surveyed, join a focus group or workshop, or participate in another research activity. We want to learn from you about ways we can improve MOST for you and other young people. We may also invite you to participate in ethically approved research separate to MOST. We might contact you through a private message on MOST, text message, email or phone call to check if you’re interested in taking part.
One way we communicate our findings is through research papers written for scientific journals and evaluation reports. Again, your data will be de-identified if we use it in a paper or report. Sometimes we might need to ask your permission to publish data in a scientific journal. This is another reason we would use your contact details. If we need to contact you for this reason, we may attempt to do so via the MOST system, text, email or phone.
It’s completely up to you whether we use your data for research and evaluation. You can opt in or out during signup and you can change your decision at any time via your ‘Edit profile’ page on MOST.
Participation is totally up to you, and choosing not to take part in research and evaluation would never impact on your treatment on MOST or any other service.
Copyright and conditions of service
Who owns what I write on MOST?
Nothing in these terms changes the fact that you own everything you write and post on MOST. If you post original poetry, song lyrics, photography or artwork, that’s your intellectual property and you retain copyright. No one else can reproduce it without your permission.
If you write a post and decide you want to copy it and publish it somewhere else – whether it’s your personal blog or a literary journal or your memoir, you can do that, they’re your words. You just can’t do it with someone else’s words or images.
Third party links
MOST contains links to content hosted on other websites. While every care is taken, we don’t have direct control over the content of the linked sites, nor the changes that may occur to the content on those sites. Third party links can also be uploaded by anyone in the Community. Use your wits, if something doesn’t look right, please report it or contact a member of the MOST support team.
You are responsible for anything that you post or upload, and we might remove it if it doesn’t fit with these Terms of Service or our Code of Conduct. If this happens, we’ll let you know why.
Orygen Digital copyright
Apart from third party links, the therapy content on MOST has been written and drawn by Orygen Digital, for MOST users, and, as such, is covered by our copyright. If you copy and distribute any of it outside of MOST, please be sure to credit us.
How long will I stay on MOST?
We’ve designed MOST so it can be used for as long as you need, no matter where you are at in your treatment journey – whether you’re waiting to see a face-to-face clinician or case manager, you’re receiving face-to-face treatment, or you’ve been discharged from a service.
If you’re still using MOST (under 15s) when you turn 15, we’ll suggest that you transition to our platform for young people aged 15 to 25.
If you haven’t used MOST (under 15s) for a long time and you’re no longer aged under 15, we may close your account to help protect security. If you want to leave MOST before this time, please contact us through the messaging system or talk to your MOST clinician and they’ll close your account for you.
What happens when I leave MOST?
After your MOST account is closed you will no longer be able to log in and you won’t receive further communications from us, unless you’ve opted-in to potential contact for participation in research. Your private health care information will be retained and protected in accordance with our Privacy Policy, for as long as required under the relevant laws.
If you make posts in the Community during your time on MOST, these will remain visible after you leave. Remember, you can decide how visible you’d like to be in the MOST Community. You can instantly hide your MOST profile and all your posts by selecting “Hide my profile” on your edit profile page.
Can I be asked to leave MOST?
If you violate our Code of Conduct, your Community access or MOST account might be paused.
MOST might not always be the right place if you’re very unwell. If we’re worried about your safety and can see that MOST isn’t helping, we might suggest you take a break.
Will MOST ever change the servicess it offers?
Yes. We are constantly trying to improve our services so, MOST may change over time. We may refine the current system, introduce new tools, or improve the user experience.
Will these terms ever change?
It’s possible that, if our service changes, our Terms of Service might change. The updated version will be published on MOST, and any changes will take effect immediately from the date of publication.
Code of Conduct
MOST is a place to:
- be yourself
- share your experiences
- ask for support and give it to others
- work on your wellbeing, and
- be part of a community.
Everyone accessing MOST has rights and responsibilities as a consumer of a mental health service delivered by Orygen Digital. This Code of Conduct lays out some important responsibilities you have on MOST to help protect everyone’s right to a safe and respectful experience.
Keep it legal
- You can’t break the law or violate someone else’s rights.
- Don’t share information about anyone you meet on MOST with anyone outside MOST. For example, if you see a post by someone you know from your offline life on MOST, don’t share this with your friends or family.
- Don’t share anyone else’s original poetry, song lyrics, photography or art to anyone outside MOST without their permission.
Keep it kind
- Be kind, respectful and inclusive.
- Remember that your words impact others, don’t go out of your way to say or do anything mean or harmful.
Keep it respectful
- Talk thoughtfully and openly about your beliefs and opinions, but don’t try and convince others that theirs are wrong.
- MOST doesn’t allow hate speech, harassment, personal attacks, or bullying.
- Don’t share pornographic or sexually explicit content, including words, images and links.
Keep your head
- If you receive awesome advice from the MOST Community, or have a major insight after reading the therapy content, keep your cool and don’t make big decisions about your treatment or medication without checking in with your clinician or GP.
Keep it safe
- Don’t share personal information like your location, address or phone number on the Community.
- Never give your password to anyone, or let someone else use your account.
- Don’t share links to your social media accounts in the Community.
- Avoid posting content that others might find distressing, like graphic details of self-harm, suicide or sexual/physical abuse.
Can I be asked to leave MOST?
- If you violate our Code of Conduct your Community access or MOST account might be paused. You won’t be able to log in until a MOST clinician speaks with either you, your face-to-face clinician, or your emergency contact. This is to work out if MOST is the best fit for you.
- MOST might not be the right place if you’re very unwell. If we’re worried about your safety, we might suggest you take a break.
Keep in touch
- If someone on MOST behaves in a way that upsets or concerns you, please speak to a clinician or mentor.
- You can also share your feedback directly with the team behind MOST. This helps us serve you better and improve MOST for others.
Terms of Service for clinicians: over 15 MOST
Last updated 10 September 2024
MOST is designed and delivered by Orygen Digital, the technology division of Orygen, Australia’s Centre of Excellence in Youth Mental Health. Our work focuses on developing, evaluating and implementing digital interventions that enhance youth mental health and engage young people in their mental health journey.
Orygen Digital acknowledges the traditional custodians of the lands we are on and pays respect to their Elders past and present. Orygen Digital recognises and respects their cultural heritage, beliefs and relationship to Country, which continue to be important to First Nations people living today.
What is MOST?
MOST is a digital mental health service for young people aged 12 to 25. It gives young people online access to evidence-based therapeutic content, a safe moderated online community, peer workers, careers counselling, and one-on-one clinical support.
MOST has been developed by researchers, clinicians, computer scientists, creative writers, comic developers, experts in human computer interaction, young people with lived experience of mental ill-health and their families. It is backed by 14 years of research and over $20 million in research and development investment.
MOST is designed to support young people wherever they are at in the mental health system – at the very start of their help-seeking journey, while they’re waiting for face-to-face care, to augment their face-to-face sessions, and to use after discharge from a service. It can be accessed by young people via a browser or the MOST app. MOST is currently delivered to young people and participating mental health services (“Eligible Clinical Service”) free of charge thanks to our funding partners, including the Victorian Government, Queensland Government, New South Wales Government, Australian Capital Territory Government, and WA Primary health Alliance.
To provide age-appropriate resources and peer support across the 12 to 25 age range, MOST includes a separate “under 15” platform and an “over 15” platform. These Terms of Service apply to clinicians using the MOST “over 15” platform with young people aged 15 to 25 (inclusive).
Evidence-base and clinical practice guidelines
The interventions provided within MOST are based on the latest evidence-based approaches and established clinical practice guidelines. Specifically, the therapeutic content on MOST is primarily based on cognitive behavioural therapy (CBT). This is the recommended psychological treatment for a wide range of mental health problems in young people by a number of national and international professional bodies (such as the Australian Psychological Society, Royal Australian and New Zealand College of Psychiatrists, Australian Government Department of Health, World Health Organisation, and National Institute for Health and Care Excellence).
In addition to MOST’s therapy content, we offer human support services delivered by appropriately qualified staff employed by Orygen Digital. All MOST clinicians are allied health professionals registered with the Australian Health Practitioner Registration Agency or eligible for membership of the Australian Association of Social Workers. Career consultants on MOST hold relevant graduate qualifications in career development or career counselling. MOST peer workers are young people with lived experience of mental ill-health with training and ongoing supervision in delivering established models of peer support (such as Intentional Peer Support).
Information for clinicians
Referring young people to MOST
Young people can join MOST independently (in selected States only) or via referral from an Eligible Clinical Service. Providing a referral gives young people fast-tracked sign up and Community access, and streamlines shared care with the Eligible Clinical Service.
Clinicians can refer young people to MOST if they are currently receiving, waiting for, or stepping down from care at an Eligible Clinical Service.
Clinicians can also refer young people who have been triaged by an Eligible Clinical Service and identified as subthreshold for ongoing care. In all cases, young people must meet the following additional eligibility criteria for referral:
- the young person is aged 15 to 25 years (inclusive);
- if the young person is aged 15 years, the referring clinician has: (a) obtained the consent of a parent/guardian for the young person to participate in MOST; or (b) conducted a mature minor assessment and considers the young person capable of providing informed consent to participate in MOST;
- if the young person is aged 16 or 17 years, the referring clinician considers them capable of providing informed consent to participate in MOST;
- at the time of referral, the young person does not present with an acute risk of imminent suicide; and
- the young person does not have a history or pattern of antisocial behaviour that may place other young people at risk on MOST.
Referred young people who meet the above criteria are henceforth called “Eligible Young People”.
Managing risk on MOST
MOST clinicians will monitor and manage risk that presents in young people while they are engaged on MOST, including Community interactions with other MOST users, in accordance with the Clinical Risk Protocol (provided at the end of these terms).
MOST is not a rapid response service. Crisis numbers are available on the platform and young people are encouraged to use these for urgent support.
How you can use MOST as a clinician
MOST has been designed to be flexible for both young people and clinicians, and we expect that the use of MOST will vary from clinician to clinician. Clinicians can choose to actively use MOST’s digital tools and therapy content in their practice, accessing MOST via their personalised clinician account. Others may opt to give their clients access to additional online support and resources via MOST, without the need to personally use the platform.
When you sign up to MOST and for as long as you are working as an employee or individual contractor of an Eligible Clinical Service, you are able to:
- access information about your clients’ treatment and activity on MOST, including their chat and SMS communications with the MOST team (MOST clinicians, career consultants and peer workers), their progress with the therapy content, their participation in the Community, and their responses to self-report measures administered as part of their care on MOST; and
- opt-in to communicate with your client(s) via the platform.
Orygen Digital's obligations
Orygen Digital will:
- make the MOST platform available to you when you complete the sign up process;
- make training material and resources available to you (through the Eligible Clinical Service) to enable you to use MOST appropriately and effectively; and
- provide technical support if you encounter difficulties using MOST.
Your obligations
You will:
- make use of the training material and resources available to you (through the Eligible Clinical Service) to enable you to use MOST appropriately and effectively;
- not post, comment, or interact with young people via the Community – this is a youth led space, although you are able to view the Community and view your clients’ activity within it;
- support your clients in their use of MOST, and respond to any risk you identify in respect of your clients, as you deem appropriate in accordance with your professional and ethical standards and your legal obligations;
- not share any personal information you obtain through MOST with any third parties in identifiable form;
- not use any of the information you obtain through MOST for any purpose other than providing support to your clients, in accordance with your ethical and legal obligations; and
- notify the MOST team when your employment or contract with the Eligible Clinical Service ceases.
Private information
Orygen’s Privacy Policy provides information about how we manage personal information. These Terms of Service give important additional details about how your personal information will be collected and used if you sign up to MOST.
How we collect and use your information
We ask for your name, email address, job title, phone number (optional) and the service you work for as part of your sign up to MOST. Your contact details will not be publicly available on MOST or visible to anyone using MOST, except Orygen Digital staff. We also ask you to select a username when you sign up to MOST, and encourage you to upload a profile picture and tell us a bit about yourself in your bio. If you choose to communicate with clients via messaging on MOST, this information (i.e., your username, profile picture, and bio) will be visible to them.
To facilitate continuity of care, and to evaluate and improve our service, Orygen Digital gathers data about your (and every MOST user’s) activity on the platform. Only Orygen Digital staff have access to this information.
If you sign up to and use MOST, the MOST clinicians will be able to see your activity with young people on the platform, including any messages you send or content you recommend, to facilitate seamless blended care. Other Orygen Digital staff, such as peer workers and career consultants, are also able to access summary information about your activity with young people on MOST in order to guide their engagement with you and your clients.
We may disclose your personal information if we are required to by law (e.g. subpoena or court order) or in connection with legal proceedings or advice.
Other than as above, Orygen Digital will not share your personal information with any third parties in identifiable form. If you ever want to gain access to the personal information we’ve collected about you, please contact us at hellomost@orygen.org.au.
Where is my personal information stored?
- The MOST platform and data are hosted on Amazon Web Services (AWS), on highly secure servers located in Sydney. MOST and AWS both implement and maintain technical and organisational security measures. The security measures employed by AWS are globally recognised, and you can read more about them here:
- amazon.com/compliance/australia-data-privacy/
- amazon.com/service-terms/
Staff on MOST use a patient data management system from Salesforce called Health Cloud. The instance and data are hosted on Salesforce-managed AWS Hyperforce infrastructure in Australia. Detailed documentation of Salesforce’s security, privacy and architecture is available here:
If you choose to complete surveys for research and evaluation during your time on MOST, your survey data will be collected via a system called REDCap. REDCap and its underlying database are hosted on University of Melbourne infrastructure located in Melbourne, and are protected according to the University of Melbourne Information Security Policy.
How do you protect my personal information?
MOST has been developed using the best practice for user-authentication and data processing. All internet communications with MOST employ the secure HTTPS protocol.
Research and evaluation
Why am I sometimes asked to fill out surveys? Who sees the results
From time to time, we may invite you to complete optional surveys. These surveys will be about the experience of using MOST, factors that may influence your use, or your opinion about its features and uses. The results of these surveys will be available to the team behind MOST – the researchers, programmers, writers, designers and other professionals involved in making MOST the best and most effective experience possible. The information collected may also be used for promotional purposes or shared with researchers, services, evaluators, and funders from other organisations, but only in de-identified form.
Can you tell me more about the research? Can I get involved? Do I have to get involved?
We ask for your permission to use your de-identified data in research, evaluation, and publications on MOST. This helps us to improve MOST and allows us to share our findings with others in publications or reports. In addition, during your time on MOST – or during the three-year period after you finish using MOST – we may ask if you want to be interviewed, surveyed, join a focus group or workshop, or participate in another research activity. We want to learn from you about ways we can improve MOST for young people, clinicians and staff. We may also invite you to participate in ethically approved research separate to MOST. If we do so, we might reach out with an email or phone call to check if you’re interested in taking part.
One way we communicate our findings is through research papers written for scientific journals. Again, your data will be de-identified if we use it in a paper. Sometimes we might need to ask your permission to publish data in a scientific journal or similar platform. This is another reason we would use your contact details.
Research participation is optional and choosing not to take part would never impact on your use of MOST or your employment with the Eligible Clinical Service. It is also completely up to you whether we use your de-identified data for research and evaluation. You can opt in or out during signup and you can change your decision at any time via your ‘Edit profile’ page on MOST.
MOST clinical risk protocol
Orygen Digital will manage clinical risk with respect to Eligible Young People on MOST in accordance with the following:
Awaiting allocation to a clinician in an eligible clinical service:
- In the case of a state-funded youth specialised mental health service, the young person is waiting to be allocated to a case manager or clinician in the service (“the allocated clinician”).
- In the case of a headspace centre, the young person is waiting to be allocated to a private practitioner working with the Medicare Better Access to Mental Health Care program.
- Potential risk in the communications of a young person on MOST is detected by MOST clinicians, career consultants and peer workers. The MOST platform also automatically scans and flags youth generated content that may indicate risk, and this is regularly reviewed by a rostered MOST clinician.
- Where a MOST clinician determines that there may be risk, the young person is contacted, a risk assessment is conducted, and appropriate action is taken (including safety planning) by the MOST clinician.
- Where a MOST clinician has difficulty contacting the young person, appropriate action is taken, such as telephoning the young person’s emergency contact, or contacting the Eligible Clinical Service for information about the young person.
- Where the risk assessment has revealed significant risk and/or information that is clinically relevant, such as a significant change in mental state (as determined by the MOST clinician), the MOST clinician will first take appropriate action to manage the risk (under the supervision of senior clinicians on the MOST team).
- As soon as practicable thereafter, the MOST clinician will notify the Eligible Clinical Service of the risk assessment and the steps taken to manage the risk. The outcome of the risk assessment is also recorded in the MOST medical record system, which is accessible only to authorised MOST staff.
During an episode of care with a clinician in an eligible clinical service:
- The young person has been allocated to a clinician in an Eligible Clinical Service. That allocated clinician is responsible for the young person’s treatment plan, and can choose to provide referral information and recommendations on supporting the young person to the MOST clinicians.
- Where the allocated clinician is on the MOST platform and becomes aware of potential risk in relation to the young person, the allocated clinician will communicate this to the MOST clinicians and take any other action to respond to the risk that the allocated clinician deems appropriate in accordance with their ethical and legal obligations.
- Where a MOST clinician determines that there may be risk, the MOST clinician shall contact the young person, conduct a risk assessment, and take appropriate action (including safety planning).
- Where a MOST clinician has difficulty contacting the young person, appropriate action is taken, such as telephoning the young person’s emergency contact, or contacting the Eligible Clinical Service for information about the young person.
- Where the risk assessment has revealed significant risk and/or information that is clinically relevant, such as a significant change in mental state (as determined by the MOST clinician), the MOST clinician will first take appropriate action to manage the risk (under the supervision of senior clinicians on the MOST team).
- As soon as practicable thereafter, the MOST clinician will notify the Eligible Clinical Service of the risk assessment and the steps taken to manage the risk. The outcome of the risk assessment is also recorded in the MOST medical record system, which is accessible only to authorised MOST staff.
After discharge from an eligible clinical service:
- Where the young person has been discharged from an Eligible Clinical Service, the MOST clinicians will continue to manage the young person’s risk on the MOST platform.
- Where a MOST clinician determines that there may be risk, the MOST clinician shall contact the young person, conduct a risk assessment and take appropriate action (including safety planning).
- Where a MOST clinician has difficulty contacting the young person, the MOST clinician shall take appropriate action, such as telephoning the young person’s emergency contact.
- The outcome of the risk assessment is not communicated with the Eligible Clinical Service from which the young person has been discharged, unless the Eligible Clinical Service has requested ongoing notification in the discharge summary communicated with the MOST team, or where it may be appropriate to re-refer the young person to the Eligible Clinical Service.
Changes to Terms of Service
We may revise these Terms of Service from time to time. The revised version will be published on MOST, and any changes will take effect immediately from the date of publication.
Terms of Service for clinicians: under 15 MOST
Last updated September 10 2024
MOST is designed and delivered by Orygen Digital, the technology division of Orygen, Australia’s Centre of Excellence in Youth Mental Health. Our work focuses on developing, evaluating and implementing digital interventions that enhance youth mental health and engage young people in their mental health journey.
Orygen Digital acknowledges the traditional custodians of the lands we are on and pays respect to their Elders past and present. Orygen Digital recognises and respects their cultural heritage, beliefs and relationship to Country, which continue to be important to First Nations people living today.
What is MOST?
MOST (under 15s) is a digital mental health service for young people aged 12 to 14. It gives young people online access to evidence-based therapeutic content, a safe moderated online community, peer workers, careers counselling, and one-on-one clinical support.
MOST has been developed by researchers, clinicians, computer scientists, creative writers, comic developers, experts in human computer interaction, young people with lived experience of mental ill-health and their families. It is backed by 14 years of research and over $20 million in research and development investment.
MOST is designed to support young people wherever they are at in the mental health system – at the very start of their help-seeking journey, while they’re waiting for face-to-face care, to augment their face-to-face sessions, and to use after discharge from a service. It can be accessed by young people via a web browser from any internet-enabled device. MOST is currently delivered to young people and participating mental health services (“Eligible Clinical Service”) free of charge thanks to our funding partners, including the Victorian Government, Queensland Government, New South Wales Government, Australian Capital Territory Government, and WA Primary health Alliance.
To provide age-appropriate resources and peer support across the 12 to 25 age range, MOST includes a separate “under 15” platform and an “over 15” platform. These Terms of Service apply to clinicians using the MOST “under 15” platform with young people aged 12 to 14 (inclusive).
Evidence-base and clinical practice guidelines
The interventions provided within MOST are based on the latest evidence-based approaches and established clinical practice guidelines. Specifically, the therapeutic content on MOST is primarily based on cognitive behavioural therapy (CBT). This is the recommended psychological treatment for a wide range of mental health problems in young people by a number of national and international professional bodies (such as the Australian Psychological Society, Royal Australian and New Zealand College of Psychiatrists, Australian Government Department of Health, World Health Organisation, and National Institute for Health and Care Excellence).
In addition to MOST’s therapy content, we offer human support services delivered by appropriately qualified staff employed by Orygen Digital. All MOST clinicians are allied health professionals registered with the Australian Health Practitioner Registration Agency or eligible for membership of the Australian Association of Social Workers. Career consultants on MOST hold relevant graduate qualifications in career development or career counselling. MOST peer workers are young people with lived experience of mental ill-health with training and ongoing supervision in delivering established models of peer support (such as Intentional Peer Support). On the under 15 platform, peer workers are called “mentors” to reflect the age difference between peer workers (18 and older) and the young people they are supporting (12 to 14 years).
Information for clinicians
MOST can be used to augment the care a young person receives in an Eligible Clinical Service. The Eligible Clinical Service remains responsible for the young person’s treatment plan until they are discharged.
Referring young people to MOST (under 15)
Clinicians can refer young people to MOST if they are currently receiving, waiting for, or stepping down from care at an Eligible Clinical Service. Clinicians can also refer young people who have been triaged by an Eligible Clinical Service and identified as subthreshold for ongoing care. In all cases, young people must meet the following additional eligibility criteria for referral:
- the young person is aged 12 to 14 years (inclusive);
- at the time of referral, the young person does not present with an acute risk of imminent suicide;
- the young person does not have a history or pattern of antisocial behaviour that may place other young people at risk on MOST; and
- parent/guardian consent has been obtained for the young person’s referral to MOST.
Referred young people who meet the above criteria are henceforth called “Eligible Young People”.
Managing risk on MOST
MOST clinicians will monitor and manage risk that presents in young people while they are engaged on MOST, including Community interactions with other MOST users, in accordance with the Clinical Risk Protocol (provided at the end of these terms).
MOST is not a rapid response service. Crisis numbers are available on the platform and young people are encouraged to use these for urgent support.
How you can use MOST as a clinician
Others may opt to give their clients access to additional online support and resources via MOST, without the need to personally use the platform.
When you sign up to MOST and for as long as you are working as an employee or individual contractor of an Eligible Clinical Service, you are able to:
- access information about your clients’ treatment and activity on MOST, including their chat and SMS communications with the MOST team (MOST clinicians, career consultants and mentors), their progress with the therapy content, their participation in the Community, and their responses to self-report measures administered as part of their care on MOST; and
- opt-in to communicate with your client(s) via the platform.
Orygen Digital's obligations
Orygen Digital will:
- make the MOST platform available to you when you complete the sign up process;
- make training material and resources available to you (through the Eligible Clinical Service) to enable you to use MOST appropriately and effectively; and
- provide technical support if you encounter difficulties using MOST.
Your obligations
You will:
- make use of the training material and resources available to you (through the Eligible Clinical Service) to enable you to use MOST appropriately and effectively;
- not post, comment, or interact with young people via the Community – this is a youth led space, although you are able to view the Community and view your clients’ activity within it;
- support your clients in their use of MOST, and respond to any risk you identify in respect of your clients, as you deem appropriate in accordance with your professional and ethical standards and your legal obligations;
- not share any personal information you obtain through MOST with any third parties in identifiable form;
- not use any of the information you obtain through MOST for any purpose other than providing support to your clients, in accordance with your ethical and legal obligations; and
- notify the MOST team when your employment or contract with the Eligible Clinical Service ceases.
Private information
Orygen’s Privacy Policy provides information about how we manage personal information. These Terms of Service give important additional details about how your personal information will be collected and used if you sign up to MOST.
How we collect and use your information
We ask for your name, email address, job title, phone number (optional) and the service you work for as part of your sign up to MOST. Your contact details will not be publicly available on MOST or visible to anyone using MOST, except Orygen Digital staff. We also ask you to select a username when you sign up to MOST, and encourage you to upload a profile picture and tell us a bit about yourself in your bio. If you choose to communicate with clients via messaging on MOST, this information (i.e., your username, profile picture, and bio) will be visible to them.
To facilitate continuity of care, and to evaluate and improve our service, Orygen Digital gathers data about your (and every MOST user’s) activity on the platform. Only Orygen Digital staff have access to this information.
If you sign up to and use MOST, the MOST clinicians will be able to see your activity with young people on the platform, including any messages you send or content you recommend, to facilitate seamless blended care. Other Orygen Digital staff, such as peer workers and career consultants, are also able to access summary information about your activity with young people on MOST in order to guide their engagement with you and your clients.
We may disclose your personal information if we are required to by law (e.g. subpoena or court order) or in connection with legal proceedings or advice.
Other than as above, Orygen Digital will not share your personal information with any third parties in identifiable form. If you ever want to gain access to the personal information we’ve collected about you, please contact us at hellomost@orygen.org.au.
Where is my personal information stored?
- The MOST platform and data are hosted on Amazon Web Services (AWS), on highly secure servers located in Sydney. MOST and AWS both implement and maintain technical and organisational security measures. The security measures employed by AWS are globally recognised, and you can read more about them here:
- amazon.com/compliance/australia-data-privacy/
- amazon.com/service-terms/
Staff on MOST use a patient data management system from Salesforce called Health Cloud. The instance and data are hosted on Salesforce-managed AWS Hyperforce infrastructure in Australia. Detailed documentation of Salesforce’s security, privacy and architecture is available here:
If you choose to complete surveys for research and evaluation during your time on MOST, your survey data will be collected via a system called REDCap. REDCap and its underlying database are hosted on University of Melbourne infrastructure located in Melbourne, and are protected according to the University of Melbourne Information Security Policy.
How do you protect my personal information?
MOST has been developed using the best practice for user-authentication and data processing. All internet communications with MOST employ the secure HTTPS protocol.
Research and evaluation
Why am I sometimes asked to fill out surveys? Who sees the results?
From time to time, we may invite you to complete optional surveys. These surveys will be about the experience of using MOST, factors that may influence your use, or your opinion about its features and uses. The results of these surveys will be available to the team behind MOST – the researchers, programmers, writers, designers and other professionals involved in making MOST the best and most effective experience possible. The information collected may also be used for promotional purposes or shared with researchers, services, evaluators, and funders from other organisations, but only in de-identified form.
Can you tell me more about the research? Can I get involved? Do I have to get involved?
We ask for your permission to use your de-identified data in research, evaluation, and publications on MOST. This helps us to improve MOST and allows us to share our findings with others in publications or reports. In addition, during your time on MOST – or during the three-year period after you finish using MOST – we may ask if you want to be interviewed, surveyed, join a focus group or workshop, or participate in another research activity. We want to learn from you about ways we can improve MOST for young people, clinicians and staff. We may also invite you to participate in ethically approved research separate to MOST. If we do so, we might reach out with an email or phone call to check if you’re interested in taking part.
One way we communicate our findings is through research papers written for scientific journals. Again, your data will be de-identified if we use it in a paper. Sometimes we might need to ask your permission to publish data in a scientific journal or similar platform. This is another reason we would use your contact details.
Research participation is optional and choosing not to take part would never impact on your use of MOST or your employment with the Eligible Clinical Service. It is also completely up to you whether we use your de-identified data for research and evaluation. You can opt in or out during signup and you can change your decision at any time via your ‘Edit profile’ page on MOST.
Managing clinical risk protocol
Orygen Digital will manage clinical risk with respect to Eligible Young People on MOST in accordance with the following:
Awaiting allocation to a clinican in an eligible clinical service:
- In the case of a state-funded youth specialised mental health service, the young person is waiting to be allocated to a case manager or clinician in the service (“the allocated clinician”).
- In the case of a headspace centre, the young person is waiting to be allocated to a private practitioner working with the Medicare Better Access to Mental Health Care program.
- Potential risk in the communications of a young person on MOST is detected by MOST clinicians, career consultants and mentors. The MOST platform also automatically scans and flags youth generated content that may indicate risk, and this is regularly reviewed by a rostered MOST clinician.
- Where a MOST clinician determines that there may be risk, the young person is contacted, a risk assessment is conducted, and appropriate action is taken (including safety planning) by the MOST clinician.
- Where a MOST clinician has difficulty contacting the young person, appropriate action is taken, such as telephoning the young person’s emergency contact, or contacting the Eligible Clinical Service for information about the young person.
- Where the risk assessment has revealed significant risk and/or information that is clinically relevant, such as a significant change in mental state (as determined by the MOST clinician), the MOST clinician will first take appropriate action to manage the risk (under the supervision of senior clinicians on the MOST team).
- As soon as practicable thereafter, the MOST clinician will notify the Eligible Clinical Service of the risk assessment and the steps taken to manage the risk. The outcome of the risk assessment is also recorded in the MOST medical record system, which is accessible only to authorised MOST staff.
During an episode of care with a clinican in an eligible clinical service
- The young person has been allocated to a clinician in an Eligible Clinical Service. That allocated clinician is responsible for the young person’s treatment plan, and can choose to provide referral information and recommendations on supporting the young person to the MOST clinicians.
- Where the allocated clinician is on the MOST platform and becomes aware of potential risk in relation to the young person, the allocated clinician will communicate this to the MOST clinicians and take any other action to respond to the risk that the allocated clinician deems appropriate in accordance with their ethical and legal obligations.
- Where a MOST clinician determines that there may be risk, the MOST clinician shall contact the young person, conduct a risk assessment, and take appropriate action (including safety planning).
- Where a MOST clinician has difficulty contacting the young person, appropriate action is taken, such as telephoning the young person’s emergency contact, or contacting the Eligible Clinical Service for information about the young person.
- Where the risk assessment has revealed significant risk and/or information that is clinically relevant, such as a significant change in mental state (as determined by the MOST clinician), the MOST clinician will first take appropriate action to manage the risk (under the supervision of senior clinicians on the MOST team).
- As soon as practicable thereafter, the MOST clinician will notify the Eligible Clinical Service of the risk assessment and the steps taken to manage the risk. The outcome of the risk assessment is also recorded in the MOST medical record system, which is accessible only to authorised MOST staff.
After discharge from an eligible clinical service
- Where the young person has been discharged from an Eligible Clinical Service, the MOST clinicians will continue to manage the young person’s risk on the MOST platform.
- Where a MOST clinician determines that there may be risk, the MOST clinician shall contact the young person, conduct a risk assessment and take appropriate action (including safety planning).
- Where a MOST clinician has difficulty contacting the young person, the MOST clinician shall take appropriate action, such as telephoning the young person’s emergency contact.
- The outcome of the risk assessment is not communicated with the Eligible Clinical Service from which the young person has been discharged, unless the Eligible Clinical Service has requested ongoing notification in the discharge summary communicated with the MOST team, or where it may be appropriate to re-refer the young person to the Eligible Clinical Service.
Changes to Terms of Service
We may revise these Terms of Service from time to time. The revised version will be published on or via MOST, and any changes will take effect immediately from the date of publication.
