FAQs
We know you have questions and we’re here to provide clear, honest answers. Our FAQs will guide you through what you need to know, reflecting our commitment to transparency and supporting you with confidence.
General FAQs
What happens after I book my first appointment?
You will receive two emails after booking:
- A confirmation email with your appointment details.
- A welcome email that includes information about your first session and a link to the required intake form.
Please note: The intake form must be completed at the time of booking. Your appointment cannot proceed without the completion of this form.
Your psychologist will give you a call in the days leading up to 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.
For Medicare: Please email us your GP referral and Mental Health Care Plan before the appointment. Rebates can only be processed after we receive these documents.
For Victims services: Please email us your approval letter at least one week prior to your first appointment, to allow time for your service to be approved.
For WorkCover: Please ensure we have approval from your insurance company prior to your first appointment.
For NDIS: Please ensure a Service Agreement has been signed and returned prior to your first appointment.
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 last?
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 whether 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:
- 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.
- 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.
- If you are an NDIS client, you will be asked to complete a Service Agreement.
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.
The fee for your first appointment is paid when you book your appointment. This is a non-refundable deposit.
For all other appointments, your credit card will be charged within 24 hours of your appointment. If you are requesting a Medicare rebate, your Medicare rebate will be processed at this time if you have given us permission to do so.
To claim from your private 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.
For Victims Services and Workcover, you do not need to supply your credit card details. If you have a late cancellation or ‘no-show’ on two occasions, this may mean that you can no longer access our service without paying privately.
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.
What if I am experiencing financial hardship?
Concession rates: If you are experiencing financial distress or are a low-income card holder, you may be eligible for concession rates. Please discuss this with your psychologist in your appointments. Our admin team are not able to decide eligibility for concession.
What happens if I’m unwell?
If you are currently experiencing symptoms of cold and flu, or feeling physically unwell, please do not attend a face to face appointment. Instead, we ask that you 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?
Get set for the day, dress for the weather, stay comfy, and don’t forget your essentials: comfy shoes, a hat, water and sunscreen!
Can we meet at a different location?
Unfortuntely no.
All 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, paddling in the ocean, or a mixture of all of these! All our locations have seating areas available.
