Frequently Asked Questions
Do I need a referral to book an appointment?
No. You are welcome to book an appointment without a referral and attend as a private client.
If you wish to access a Medicare rebate, you will need to meet the relevant Medicare requirements, which may include a referral from an eligible medical practitioner and a Mental Health Treatment Plan or other eligible referral pathway.
Medicare eligibility and rebate amounts are determined by Services Australia and may change over time. You can discuss your circumstances with your GP or the practice before booking if you are unsure whether you are eligible.
Where are in-person sessions held?
Consultations are currently provided via secure telehealth. There are no in-person consultations available at this time.
Are telehealth appointments available?
Yes. Telehealth appointments are available for adults who are located in Australia at the time of their consultation.
Sessions are conducted via a secure video platform provided through the practice's online booking and practice-management system. A consultation link will be provided before your appointment, and no software download is generally required.
Telehealth can be appropriate for many people, but it is not suitable for every circumstance. Your suitability for telehealth will be considered in the context of your individual needs. If another form or level of care would be more appropriate, this will be discussed with you and, where appropriate, alternative services or referral options may be recommended.
What are the fees?
The fee for a standard 50-minute psychological consultation is $300.
If you meet the relevant Medicare requirements, you may be eligible for a Medicare rebate. Private health insurance rebates may also be available depending on your level of cover.
Any applicable rebate is determined by Medicare or your private health insurer. The consultation fee remains payable regardless of whether a rebate is available.
The applicable fee and cancellation arrangements are provided before you book an appointment.
How is payment processed?
Payment is processed securely through the practice's online booking and payment system.
For attended appointments, the consultation fee is charged automatically on the day of your appointment.
Where you are eligible and have provided the necessary information, Medicare rebates can generally be processed electronically following the consultation.
Cancellation and missed appointment fees are not eligible for Medicare or private health insurance rebates.
What is the cancellation policy?
A minimum of 48 hours' notice is required to cancel or reschedule an appointment without charge.
Appointments cancelled or rescheduled with less than 48 hours' notice may incur the full consultation fee. Missed appointments without prior notice may also incur the full consultation fee.
Where an unforeseen emergency or exceptional circumstance prevents you from attending, the circumstances can be considered on a case-by-case basis.
Cancellation and missed appointment fees are not eligible for Medicare or private health insurance rebates.
Please see the Cancellation and Missed Appointment Policy for full details.
How many sessions will I need?
The number of sessions varies according to your circumstances, needs, goals and the nature of the difficulties you wish to explore.
At the beginning of therapy, we will discuss your goals and consider an appropriate approach to care. Your progress and ongoing needs will be reviewed throughout therapy, and the number and frequency of sessions may be adjusted as appropriate.
There is no predetermined number of sessions that is appropriate for everyone.
Is therapy confidential?
Yes. Information you share during psychological consultations is treated confidentially in accordance with professional, ethical and legal obligations.
There are, however, limits to confidentiality. Information may need to be disclosed without your consent in certain circumstances, including where disclosure is required or authorised by law, or where it is reasonably necessary to respond to a serious risk to your safety or the safety of another person.
The limits of confidentiality will be discussed with you as part of the informed consent process.
Further information is available in the Privacy Policy & Health Information Management Policy.
What happens if I need urgent or emergency help?
The practice is not an emergency or crisis service, and email, online booking messages and routine telehealth appointments are not monitored as emergency services.
If you are experiencing an immediate safety concern or require urgent assistance, please contact an appropriate emergency or crisis service in your location.
If, during therapy, it becomes apparent that you require a level of care beyond what can safely be provided through this practice, this will be discussed with you and appropriate referral or alternative support will be considered.
What if I'm not sure therapy is right for me?
You do not need to know exactly what you need before making an appointment.
The initial consultation provides an opportunity to discuss your circumstances, concerns and goals and to consider whether psychological therapy is appropriate and whether the practice is a suitable fit for your needs.
If your needs would be better met by another practitioner, service or level of care, this will be discussed with you and appropriate referral or alternative options may be recommended where possible.
Can I stop therapy or change my treatment?
Yes. Psychological treatment is a collaborative process, and you have the right to make informed decisions about whether to participate in treatment and to withdraw your consent.
You are encouraged to discuss any concerns or questions about your treatment so that they can be considered together. Where appropriate, the approach to treatment can be reviewed or alternative options discussed.
Can I see another health professional or psychologist at the same time?
It is important that you let me know if you are receiving psychological or other mental health treatment from another practitioner.
Where multiple services are being provided, this can help avoid unnecessary duplication, consider potential differences in treatment approaches and, where appropriate and with your consent, support coordination of care.
Your decision about which services to access remains your own.
What happens if you are not the right psychologist for me?
Finding an appropriate therapeutic fit is important.
If, after discussing your circumstances, it appears that another practitioner, treatment approach or level of care would better meet your needs, this will be discussed openly with you.
Where appropriate, I can assist you in considering alternative practitioners or services.
Can I access my records?
Yes. You have the right to request access to personal and health information held about you, subject to applicable legal exceptions.
You may also request correction of information that you believe is inaccurate, incomplete, out of date or misleading.
Requests should be made in writing through the practice's secure communication system and will be managed in accordance with privacy legislation and professional obligations.
Further information is provided in the Privacy Policy & Health Information Management Policy.
How is my personal information handled?
Your personal and health information is collected, stored and used in accordance with applicable Australian privacy legislation, the Australian Privacy Principles and professional obligations.
Information may be used for purposes including providing and managing your care, clinical record keeping, appointment administration, billing, Medicare processing where applicable, professional supervision and consultation, and meeting legal or professional obligations.
Information is not ordinarily disclosed to other people without your consent unless disclosure is authorised or required by law or is reasonably necessary in circumstances involving a serious risk to safety.
Some third-party technology providers used by the practice may store or process information outside Australia. Further information about information collection, storage, disclosure, access and security is provided in the Privacy & Health Information Management Policy.
What if I have a concern or complaint?
You are welcome to raise any concern about your care, the service provided or the handling of your personal information directly with the practice.
Where possible, concerns will be discussed openly and respectfully with the aim of resolving them appropriately.
You also have the right to make a complaint to the relevant external regulatory or privacy authority.
Further information about privacy complaints is provided in the Privacy Policy & Health Information Management Policy.
Are consultations recorded?
No. Psychological consultations are not routinely audio- or video-recorded.
Neither the client nor the psychologist should record a consultation without prior discussion and agreement.
What if I need to cancel or reschedule my appointment?
You can cancel or reschedule appointments through the secure online booking system.
At least 48 hours' notice is required to avoid a cancellation fee. If you need to cancel with less than 48 hours' notice, or are unable to attend, please provide notice as soon as possible.
The full arrangements are set out in the Cancellation and Missed Appointment Policy.