Fax: 02 9182 6026
1800 31 31 39
Areas Serviced: NSW, VIC, QLD, ACT, WA, SA, TAS, NT. Video Call Psychology Appointments.
Open: Monday to Friday 8am-7pm. Saturday and Sunday Closed. NDIS, Medicare & Self-Funded appointments.

FAQS

Frequently asked questions (FAQS)

Please see below for our frequently asked questions.
If your questions is not listed below please feel free to email us.
Frequently asked questions (FAQS)

Do you offer any face-to-face appointments?

We offer telehealth appointments which are video call or phone call appointments, all over Australia. At this time we do not provide any face to face appointments.

How do I submit my Medicare referral?

How do I submit my Medicare referral?

You can upload the referral and treatment plan directly on our website or your doctor can send them to us via fax or Argus secure messaging.

 

Do you offer telehealth to anyone living in Australia?

Do you offer telehealth to anyone living in Australia?

Yes, our telehealth service is open to anyone living in Australia that is able to have a video call or phone call and that meet our telehealth criteria. Please see Video B, in Book Appointment page for further information regarding our telehealth criteria.

How do I book an appointment?

How do I book an appointment?

You can book an appointment by going to our book appointment page  following steps 1, step 2 and step 3 then you can login to our online client portal to book your appointment. Before making an appointment please watch our video to check if you meet our telehealth criteria (see video B for further information.)

I am not located in Australia, can I still access these telehealth services?

I am not located in Australia, can I still access these telehealth services?

We appreciate your interest in our telehealth service at Wellness Psychology Clinic Australia. At this time, we are only accepting bookings from clients located in Australia.

 

Do you have a GP referral letter template I can take to my GP?

Do you have a GP referral letter template I can take to my GP?

Your GP most likely has their own letter templates. However, you are welcome to take our Medicare referral letter and take it to your GP. Then you can upload it to our website for secure processing. You can download a copy here.

 

Which appointments are available now?

Which appointments are available now?

Please view our services and fees page which is updated with the services that are currently accepting appointments. We are planning to gradually introduce more services as demand increases for each service.

We are currently accepting appointments for Psychology based appointments for children over 9 years of age, adolescents, adults and seniors. However, this may change as more services become available, therefore please check our services and fees page. We appreciate your patience.

I tried to book an appointment but the time I wanted is not available on the online calendar what does this mean?

I tried to book an appointment but the time I wanted is not available on the online calendar what does this mean?

This means that the time you are after has already been booked by another client, we encourage you to select another day and time that is suitable for you.

What does it mean when one of the services is coming soon? Or join the waitlist?

This means that this service may be available soon, we have decided to introduce each service gradually, as demand increases, so that we can cater to all of our clients needs. In the mean time you can choose to join the waitlist and be notified when the service become available.

I would like a phone appointment rather than video appointment, is this possible?

I would like a phone appointment rather than video appointment, is this possible?

Phone call appointments are only provided under specific circumstances only.

What does TBA mean?

What does TBA mean?

TBA is short for “to be advised”, regarding the cost of a service shown in our services and fees page, which will be updated soon.

 

How do I attend my telehealth appointment?

How do I attend my telehealth appointment?

When you register with us via the online portal and complete the online registration forms, you will receive an email, which will include a link, you simply click on the link at the day and time of your appointment to join your appointment. You will not need any software to join your appointment besides computer or smart phone that will let you have a video call.

 

What conditions don't you see? What conditions are not suitable for telehealth in this clinic?

What conditions don’t you see? What conditions are not suitable for telehealth in this clinic?

There are certain conditions that are better suited for face-to-face appointments. As we only provide telehealth services (Video and Phone consultations), there are certain conditions we do not see, for further information please see video B.

For example, we are unable to see people that are currently at high risks of harm to themselves or others, have history of previous suicide attempts, currently experiencing domestic violence or involved with child protection services, police and correctional services. Currently involved with an acute care team, court proceedings, needing documents or reports written for court or any legal matter, experiencing a severe eating disorder. Additionally, people who see or hear things others do not and they are not receiving treatment for this and people that experience chronic and persistent thoughts of wanting to hurt others such as children or adults, we would then strongly encourage you to speak to your doctor so that they can refer you to a professional that offers face to face appointments near your location.

What conditions do you see in the clinic?

What conditions do you see in the clinic?

Wellness Psychology Clinic Australia welcomes children (over 9 years of age), adolescents, adults and seniors with mild to severe mental illness.

Psychologist see conditions such as anxiety, depression, specific phobias and separation anxiety disorder. Panic disorder, agoraphobia, illness anxiety disorder, social anxiety, generalised anxiety disorder, sleep wake disorders, insomnia disorder and nightmare disorder. Cluster C personality disorders, Schizophrenia spectrum and other psychotic disorders (stabilized) trauma and stressor related disorders and obsessive-compulsive disorder. Couple’s distress, pre-marital counselling and relationship

Do you see people with disabilities?

Do you see people with disabilities?

Yes, we see people with physical and psychosocial disabilities. With psychosocial disabilities such as schizophrenia we request that the schizophrenia be stabilised.

What age groups do you see?

What age groups do you see?

We see children from 9 years of age, adolescents and adults (of any age) and seniors with mild, moderate and severe mental health disorders, who are able to use a computer that has video chat capabilities and/or phone.

I need a report written to present in court or for legal reasons can you do this?

I need a report written to present in court or for legal reasons can you do this?

We do not write reports for any court presentations or other legal proceedings.

Do I need a referral?

Do I need a referral?

You do not need a referral to have a telehealth appointment at the Wellness Psychology Clinic Australia. However, if you would like to claim a rebate from Medicare, then you will need to see your GP and obtain; 1) GP referral letter and 2) mental health care plan, and with your consent have both these items sent to your psychologist at the Wellness Psychology Clinic Australia.

If you do not want to claim from Medicare at all, you can come in as a self-funded client and pay for the sessions 100% yourself without needing to organise or bring a referral letter or mental health care plan, if you would like more information please see Video C.

How do I attend my telehealth appointment?

How do I attend my telehealth appointment?

When you register with us via the online portal and complete the online registration forms, you will receive an email, which will include a link, you simply click on the link at the day and time of your appointment to join your appointment. You will not need any software to join your appointment besides computer or smart phone that will let you have a video call.

 

I don’t know how to book a telehealth appointment or how to join my video call appointment, can you help?

I don’t know how to book a telehealth appointment or how to join my video call appointment, can you help?

Please view our helpful videos page, where you will find helpful videos guiding you on specific steps on how to book an appointment and how to connect to your telehealth video call appointment. You can book an appointment by following the prompts on our Book Appointment page, simply follow steps 1, 2 and 3 and the click on the Client Portal Button at the top of the page. There you will be guided on how to register. You will then be send via email patient registration forms to complete prior to your appointment. You can complete everything from the comfort of your own home.

Do I need to know a lot about my computer or phone to have a telehealth video or phone consultation?

Do I need to know a lot about my computer or phone to have a telehealth video or phone consultation?

The process of joining your telehealth video call or phone call appointment is very straight forward and you won’t need to download any software. However, if you are not sure how to connect to your video call appointment we have made videos available in our helpful videos page to assist you.

Do I need any equipment to have a telehealth consultation?

Do I need any equipment to have a telehealth consultation?

To have your telehealth appointment, you will need a computer or tablet that has the ability to have video call or a phone for a phone call. You will not need to install any software as all our telehealth appointments are provided to you via a secure link sent to your email, which you simply click on to join your telehealth session.

How do I connect to my video call appointment?

How do I connect to my video call appointment?

We have created helpful videos to show you how to book an appointment and how to connect to your video call appointment, please see our page name helpful videos page.

 

Is telehealth appointments effective?

Is telehealth appointments effective?

Research suggest that telehealth is effective and increases access to care. However, telehealth may not be suitable in certain situations please see video B in our helpful videos page, which provides some examples regarding this.

Can children and or adolescents have telehealth (video call appointments)?

Can children and or adolescents have telehealth (video call appointments)?

Yes, we see children over 9 years of age, adolescents for video call appointments.

What does it mean when one of the services is coming soon? Or join the waitlist?

What does it mean when one of the services is coming soon? Or join the waitlist?

This means this service may be available soon, we have decided to introduce each service gradually, as demand increases, so that we can cater for all of our clients needs. In the mean time you can choose to join the waitlist and be notified when the service become available.

What does TBA mean?

What does TBA mean?

TBA is short for “to be advised”, regarding the cost of a service shown in our services and fees page, which will be updated soon.

 

Do you offer any psychology bulk billed appointments?

Do you offer any psychology bulk billed appointments?

Yes we are currently offering bulk billed appointments to patients on the Centrelink disability support pension. To obtain Bulk Billed service you will need a valid GP referral and GP mental Health treatment plan.

How do I obtain a referral and mental health care plan for my psychology appointment?

How do I obtain a referral and mental health care plan for my psychology appointment?

Please book an extended appointment with your GP, so that your GP can conduct an assessment and complete a 1) referral letter addressed to your psychologist here at Wellness Psychology Clinic Australia and complete a 2) mental health treatment plan which outlines a care plan for your recovery. These items are important as this will allow you to receive a rebate back from Medicare, please see Video C which may be helpful.

Am I eligible for the Medicare rebate?

Am I eligible for the Medicare rebate?

You may be able to get a Better Access to Mental Health Medicare rebates if you meet the criteria, if you are; 1) registered with Medicare 2) your GP completes a GP Mental Health Treatment Plan (MHTP) and 3) you have a referral letter that outlines your mental health condition, and the number of therapy sessions. However, this is only a guide, we recommend communicating directly with Medicare.

What do I do with my referral letter and Mental health treatment plan for a psychology appointment?

What do I do with my referral letter and Mental health treatment plan for a psychology appointment?

After your doctor has completed your referral letter and mental health care plan your GP you can email these items to us via our secure messaging server or fax them to us or you can upload them when you are making you online appointment with us. Please see Video C, which may be also helpful with this question.

What do you mean that a referral letter needs to be valid for Medicare?

What do you mean that a referral letter needs to be valid for Medicare?

Your referral letter to be valid for Medicare purposes, and for you to receive a rebate, must include your provisional mental health diagnosis and the number of psychology therapy sessions.

What do you mean please ensure your doctor has, raised your mental health care plan with Medicare?

What do you mean please ensure your doctor has, raised your mental health care plan with Medicare?

For you to receive a Medicare rebate, your doctor must put through the Medicare item number for your mental health care plan with Medicare.

You can check if it has been put through “raised” to your Medicare online file by logging into your Medicare account and checking if the item “Mental Health care plan” is there. If it is not there you can wait a couple of days or communicate with your doctor to remind them to add your mental health care plan to your Medicare file, this will ensure you receive a Medicare rebate from Medicare.

How many psychology therapy sessions can I access in the calendar year?

How many psychology therapy sessions can I access in the calendar year?

Generally, Medicare provides 10 session per year, however the Australian Government has allocated an additional 10 sessions if needed, under specific situations which your psychologist can discuss with you. However, we recommend communicating with Medicare directly.

What is not covered by Medicare?

What is not covered by Medicare?

Report writing and couple’s counselling are not covered by Medicare. There are also some conditions that are not covered by Medicare such Dementia, delirium, tobacco use disorder and mental retardation are not regarded as mental disorders for the purposes of the Mental Health Treatment items.

Will you process my Medicare Rebate?

Will you process my Medicare Rebate?

If you are registered with Medicare, your rebate should appear in your bank account, if you are not registered with Medicare you may need to take your receipt and upload it to Medicare and or post it to Medicare to receive your rebate. We encourage you to register your bank account details with Medicare for faster processing of your Medicare Rebate.

Are you a Registered NDIS provider?

Are you a Registered NDIS provider?

Yes we are a registered NDIS provider, we accept NDIS managed, NDIS plan managed and NDIS self-managed participants.

How do I book an NDIS appointment?

How do I book an NDIS appointment?

Please go to our Book Appointment page and follow steps 1, step 2 and step 3 (click request appointment button). Then you will be emailed our forms, & NDIS agreement to register as an NDIS client with our clinic. Everything is completed all online.

I would like to change to NDIS self-managed or/& plan managed so I can book appointments with the Wellness Psychology Clinic Australia, how do I do this?

I would like to change to NDIS self-managed or/& plan managed so I can book appointments with the Wellness Psychology Clinic Australia, how do I do this?

If you would like to change from NDIA Managed to Self-Managed and or Plan managed please contact  NDIS on 1800 800 110. Explain that you want to switch to self-managed or Plan managed, and they will guide you through the steps.

Are your prices as per NDIS guide?

Are your prices as per NDIS guide?

Yes, our prices are as per the NDIS guide.

Are your NDIS appointments face to face or via telehealth only?

Are your NDIS appointments face to face or via telehealth only?

At this time we only offer telehealth appointments, that is via video call or phone call. We do not offer any face to face appointments. Please see Video A, which may be helpful

Can my NDIS support coordinator contact you to arrange my appointment?

Can my NDIS support coordinator contact you to arrange my appointment?

With your consent, your NDIS support coordinator can contact us and advise us what services you would like. We will then email you, (the client), the online registration forms for you to complete all online, in the comfort of your own home to register as an NDIS client. Please see our NDIS referral page.

Can my NDIS support coordinator submit my NDIS Plan?

Can my NDIS support coordinator submit my NDIS Plan?

With your consent, your NDIS support coordinator can submit can submit your NDIS Plan via our NDIS section. You can then click book appointment to book an appointment.

Do you know which private health insurance companies are participating in telehealth?

Do you know which private health insurance companies are participating in telehealth?

Telehealth is new, and the number of providers participating in telehealth is constantly changing. Therefore we urge you to communicate directly with your private health insurance provider to review if they are participating in telehealth for the specific service you wish to book. Additionally, we encourage you to review their terms and conditions for accessing telehealth and rebate you may receive.

 

Are there any requirements to use my private health insurance?

Are there any requirements to use my private health insurance?

Each private health insurance provider is different. Some private health insurance providers, may have requirements such as that you must have a GP referral, or that you must have used all Medicare GP Mental Health Plan available appointments prior to accessing your private health fund for a telehealth appointment. If you do not meet their requirements they may choose not to fund the appointment and you may be out of pocket. Other private health funds may not have any requirements at all and allow you to book directly with the clinic for telehealth appointment. We encourage you to communicate with your private health fund directly to ensure you are covered for telehealth and not left out of pocket.

Will you process my appointment if I fund it with my private health fund?

Will you process my appointment if I fund it with my private health fund?

If you wish we can process you appointment directly and securely with HICCAPS. Please ensure you have sufficient funds in your private health insurance to fund your appointment. However, your private health insurance may have their own protocols such as requiring you to upload or email your invoice to their application or website prior to you receiving a rebate. We are happy to help and are flexible with these requirements.

How do I book a private health insurance appointment?

How do I book a private health insurance appointment?

If you meet our telehealth criteria (please see video B), and your private health insurance is participating in telehealth and you meet their requirements to access telehealth, you can book a private health insurance appointment directly on our online booking calendar.

You can book an appointment by going to our Book Appointment page and clicking the request appointment button. It is important to note that if you do not have a Medicare referral, you won’t be able to claim a rebate from Medicare. However, you may be able to claim some funds back from your private health insurance (please check with your private health insurance), otherwise you may wish to fund the appointment yourself, we call this a self-funded appointment. Please see Video C, which may also be helpful.

Will the private health insurance cover the entire cost of my appointment?

Will the private health insurance cover the entire cost of my appointment?

Your private health insurance rebate may be dependent on the level of cover you have and how much funds you have left in that particular section of cover. If there is a gap you will be required to pay the gap with other funds such as your credit card to cover the cost of your appointment.

I want to pay privately is this possible? Without a referral and without using health fund or Medicare.

I want to pay privately is this possible?

If you meet you our telehealth criteria (please see video B), you can book a private self-funded appointment by clicking the button on our Book Appointment page.

What does self-funded appointment mean?

What does self-funded appointment mean?

Self-funded appointment means, that you pay for the appointment 100% yourself without accessing Medicare, Private Health Insurance or any other provider. With this type of appointment you will not need a referral and your GP will not be involved in your care.

I don’t have a referral can I still book an appointment?

I don’t have a referral can I still book an appointment?

If you meet our telehealth criteria (please see video B listed on our Book Appointment page), you can book an appointment directly with our online booking calendar as a self-funded client (you pay for the appointment 100% yourself). You can book an appointment by going to our Book Appointment page and clicking the blue button.

However, if you do not have a referral, you won’t be able to claim a rebate from Medicare. You may be able to claim some funds back from your private health insurance, but you will need to check with your private health insurance if they participate in telehealth appointments.

What happens during my first telehealth appointment with the psychologist?

What happens during my first telehealth appointment with the psychologist?

Your firsts appointments will be about understanding you; your goals and the challenges you have or have been experiencing. By obtaining this information the psychologist together with you will be able to make a plan with regards to how to best help you achieve your desired goals.

Do I need to prepare for my first psychology appointment?

Do I need to prepare for my first psychology appointment?

You do not need to prepare anything for your first appointment. We only require you to complete all your registration paperwork prior to your first appointment.

What happens during my additional telehealth appointments with a psychologist?

What happens during my additional telehealth appointments with a psychologist?

After your initial appointment which was completed to understand you, your goals and challenges. The additional appointments are about working together with your psychologist to achieve your goals. This may include starting particular type of therapy with your psychologist, discussing your progress and challenges in therapy and doing some exercises at home to further your progress. All appointments are paced in a flexible way to meet your needs and wants.

How long will i need to see a psychologist for?

HOW LONG WILL I NEED TO SEE A PSYCHOLOGIST FOR?

The number of sessions you have with your psychologist will vary for each individual.

How often can I see my psychologist?

How often can I see my psychologist?

The frequency of sessions you have with your psychologist will vary for each individual. You can decide the frequency with your psychologist.

Is my information kept private during my psychology session?

Is my information kept private during my psychology session?

Your information is kept private and confidential. We will not release information without your consent. However, there are some exceptions which your psychologist can discuss with you during your appointment. If you are being referred by your GP, Medicare requires your psychologist to update your GP, regarding your progress with therapy.

How do I book a couple’s counselling appointment?

How do I book a couple’s counselling appointment?

If you meet our telehealth criteria (please see video B), you can book a couple’s counselling appointment by clicking the blue button on our Book Appointment page. Please check our services and fees page to see if we are accepting appointments for this service as we are gradually accepting appointments for each service on our list.

Some private health insurance companies cover couple’s counselling and may be able to cover some of the cost of your appointment, please check with your health insurance regarding this. Medicare does not cover couple’s counselling.

Can children and/or adolescents have telehealth (video call appointments)?

Can children and/or adolescents have telehealth (video call appointments)?

Yes, we see children over 9 years of age and adolescents via telehealth.

I have been seeing another psychologist in Australia but would like to change to Wellness Psychology Clinic Australia. Can I use my existing Mental Health plan?

I have been seeing another psychologist in Australia, but would like to change to Wellness Psychology Clinic Australia. Can I use my existing Mental Health plan?

Yes, If there are still sessions available for the calendar year. In addition to the existing plan, we require a referral to Wellness Psychology from your GP. Please ensure that the referral specifies the number of sessions you have had with the other psychologist. If 6 sessions have already been used, you may be requested to visit with your medical practitioner for a review of your current plan.

What medicate rebates can I receive?

What medicate rebates can I receive?

If you have a GP Mental health care plan and a valid referral, and for example you are seeing a psychologist(general) you may receive a Medicare rebate of $88.25 per session. However, please check with Medicare, as this value may change each year.

 

What conditions don't you see in the clinic?

What conditions do you not see? What conditions are not suitable for telehealth in this clinic?

There are certain conditions that are better suited for face-to-face appointments. As we only provide telehealth services (Video and Phone consultations), there are certain conditions we do not see.

For example, we are unable to see people that are currently at high risks of harm to themselves or others, have history of previous suicide attempts, currently experiencing domestic violence or involved with child protection services, police and correctional services. Currently involved with an acute care team, court proceedings, needing documents or reports written for court or any legal matter, experiencing a severe eating disorder. Additionally, people who see or hear things others do not and they are not receiving treatment for this and people that experience chronic and persistent thoughts of wanting to hurt others such as children or adults, we would then strongly encourage you to speak to your doctor so that they can refer you to a professional that offers face to face appointments near your location. Please see video B, which may also be helpful.

Do you see people with disabilities?

Do you see people with disabilities?

Yes, we see people with physical and psychosocial disabilities. With psychosocial disabilities such as schizophrenia we request that the schizophrenia be stabilised.

What age groups do you see?

What age groups do you see?

We see children from 9 years of age, adolescents and adults (of any age) and seniors with mild, moderate and severe mental health disorders, who are able to use a computer and/or iphone for video call or phone call appointments.

I need a report written to present in court or for legal reasons can you do this?

I need a report written to present in court or for legal reasons can you do this?

We do not write reports for any court presentations or other legal proceedings.

Are you based in Australia?

Are you based in Australia?

We are Australian owned and operated, with a passion for helping Australians via telehealth.

I would like to submit an online referral is this secure?

I would like to submit an online referral is this secure?

The data in these forms, meet Australian privacy and security requirements and are encrypted. However you should consider if they are right for you.

Is my information secure if I complete my registration online?

Is my information secure if I complete my registration online?

We use systems and applications that are compliant with the relevant legislative and regulatory requirements in Australia, which includes compliance with the GDPR, HIPAA, and PIPEDA.

Your Credit Card Processing, is it secure?

Your Credit Card Processing, is it secure?

We use applications which meet Australian compliance requirements, which enables to process patient credit card payments via a secure and validated integration.

Do workers have working with children check, and are they familiar with NDIS etc.?

Do workers have working with children check, and are they familiar with NDIS etc.?

Yes, anyone providing an allied health service at the Wellness Psychology Clinic Australia, must have working with children clearance, police check and NDIS Quality and Safeguard worker orientation module completed.

Is telehealth video consultation secure?

Is telehealth video consultation secure?

Our telehealth functionality, is secure and uses a peer-to-peer connection and is encrypted end-to-end.