Frequently Asked Questions
General FAQs
What happens after I book my first appointment?
A confirmation email will be sent to you with details of your appointment. You will also receive a welcome email with information about your first session and a link to an intake form to complete at least two (2) business days before your session. Please allow 15-20 minutes to complete the intake form.
Your psychologist will give you a call within 1-2 business days before your appointment to introduce themselves, find out a little more about you and answer any questions you may have. You will also receive appointment reminders.
Where do I meet my clinician?
Meeting points are detailed on our Locations page. Detailed instructions will be included in your appointment confirmation email.
How long will my appointment go for?
Each appointment will go for approximately 50-55 minutes. This is typical for psychological therapy.
What happens during the first session?
The first session is about getting to know you, what is happening in your life, and the reason you have come to see us. It is also a chance for you to get to know how your psychologist works, and if you feel comfortable with them.
We will then work together to plan your goals for treatment and develop a treatment plan. You may also be asked to fill out some questionnaires about things like how you are currently feeling, your life experiences, or other topics that may be relevant to your situation. These questionnaires help us to understand what is happening for you, track your progress over time and determine if we need to change anything to make treatment better for you.
How can I prepare for my Telehealth appointment?
Give yourself some time before your appointment to find a quiet space where you are comfortable to have a private conversation. Make sure you have a reliable phone or internet connection.
For phone appointments, your clinician will call you from a private number.
For video appointments, click on the link provided in your confirmation email and select 'Join'. You do not need to sign up to any websites or install any software.
What do I need to do before my first appointment?
At least two (2) business days before your appointment, you will need to email us the following documents that are relevant to you:
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If you are new to us or haven't seen us in more than six months, we will ask you to fill out an intake form. Allow 15-20 minutes to complete this form.
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If you are claiming Medicare Rebates, please provide a copy of your GP referral and Mental Health Care Plan. Your GP referral must clearly state the number of sessions your GP has referred you for. Please be aware that a rebate cannot be claimed if you do not provide these documents and if they do not clearly state the correct information.
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If you are an NDIS client you will be asked to complete a Service Agreement.
What do I need to bring to my first appointment?
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Medicare card and concession cards (e.g. health care card, student card, pensioner card)
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Credit card details (if you haven't already provided them)
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Copies of your GP referral and Mental Health Care Plan
Can I bring my infant or pet to my session?
Dogs and infants are welcome depending on location. Please inform your psychologist if you intend to bring your infant or pet to the session.
How do I pay for the session?
When you book your first appointment, our admin team will enter your credit card details into our secure booking system. If paying privately, your credit card will be charged within 24 hours of your appointment. If you are requesting a Medicare rebate, your credit card will be charged the full amount within 24 hours of your appointment and your Medicare rebate will be processed at this time if you have given us permission to do so.
If you are using your private health fund to pay for sessions, your credit card will be charged the full amount within 24 hours of your appointment. To claim from your health fund, simply take the invoice to your provider to be reimbursed.
If you are an NDIS client, your invoice will be sent to your plan manager, or an alternative payment method will be agreed on prior to your first session.
If you have been charged a late cancellation fee (cancelling less than 24 hours before your appointment time) or a 'no show' fee (failure to turn up to your appointment without cancelling), your credit card will be charged within 24 hours of your scheduled appointment time.
COVID FAQs
Do I have to wear a mask during my session?
We follow current NSW health guidelines and require all our clients to do the same during sessions.
Outside of this, you are welcome to wear a mask if you prefer. You may also ask your psychologist to wear a mask.
We ask that you be respectful of infection control and the health of yourself and those around you. Please do not attend a face-to-face session if you are experiencing cold or flu-like symptoms. If you are displaying symptoms and attend a session, you may be asked to wear a face mask.
When should I not attend my appointment?
If you are currently showing symptoms or are unwell – or have had close contact with someone who is isolating or showing symptoms or has tested positive – please do not attend a face-to-face appointment, regardless of current Public Health Orders. Instead, we ask you to either change your appointment to telehealth or reschedule to another time.
Outdoor Session FAQs
What happens if it's raining or extremely hot?
Your session will go ahead regardless of the weather, so please dress comfortably and appropriately. In wet weather, an undercover area will be found or you can shift your session to telehealth if preferred.
Please be aware that we have a standard late cancellation and no-show fee that applies to our outdoor sessions as well as our indoor sessions.
If it is not safe to be outside due to extreme weather conditions, your psychologist will contact you to discuss alternative arrangements. This might include telehealth, or meeting at an alternate location.
What do I bring for outdoor sessions?
If you are currently showing symptoms or are unwell – or have had close contact with someone who is isolating or showing symptoms or has tested positive – please do not attend a face-to-face appointment, regardless of current Public Health Orders. Instead, we ask you to either change your appointment to telehealth or reschedule to another time.
Can we meet at a different location?
Please note that outdoor sessions occur at designated meeting spots for Work Health and Safety reasons.
Do we have to walk for outdoor sessions?
You don't have to walk if you don't want to. Outdoor sessions can include walking or sitting at an appropriate location.