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Frequently Asked Questions

We are passionate about improving your Mental Health

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What is Tele-Psych?

At Tele Psych we provide a confidential, safe and professional telehealth psychology experience. Tele Psych connects you with an experienced registered Psychologist no matter your locations within Australia. Registered Psychologists have extensive training and experience particularly in telehealth strategies and online counselling. We are experienced with working within the general community. Psychologists in addition to their extensive training are governed and regulated by the registration body Australian Health Practitioners Regulation Agency (AHPRA). 

 

Do I need to download any software?

No downloads, installations, or account creation is required. Just click on the session link provided in your confirmation email and connect to your session. We use COVIU for all our video consultations. COVIU works on any device (computer, tablet, or phone) on all major browsers. 

 

Can I claim the Medicare rebate for my therapy sessions?

Yes, we offer Medicare Rebates on our therapy sessions. Medicare offers 10 rebated therapy sessions per year to every Australian citizen. To claim your sessions under Medicare you will be required to make a GP appointment so they can create a referral and a Mental Health Care Plan for you. Please note that you cannot claim your rebate if you cannot provide these documents to us. Once you have obtained these documents, scan or take photos of each page and send them via email to reception@tele-psychs.com.au. After your therapy session/s has been completed and payment has been received, our admin staff will process your rebate which will automatically be refunded back into your account.

Can I claim my sessions under private health cover?

Please contact your Private Health Insurer to discuss if they cover Psychology under your health fund. If they do, please ask how much they will cover for each therapy session. 

Do I need a referral from a GP?

No, if you are planning to be a full fee-paying client, then you do not require a referral from a GP. If you are planning to use the Medicare Rebate for your online therapy sessions, you will require a referral and a Mental Health Care Plan from your GP. If you want to claim your psychology sessions with your Private Health Insurance, please contact your insurance provider to find out if you require a GP referral.  

 

How can I book an appointment?

You can book your appointment online by clicking on our “Book a Session” page or by calling 1300 820 031.

 

What is a Mental Health Care Plan?

A Mental Health Care Plan (MHCP) is a plan for people who have a mental health disorder or concern. This plan identifies what type of mental health care you require and explains what your Doctor and yourself are aiming to achieve in your therapy sessions.  To be able to claim the Medicare Rebate for your online Psychology sessions, you will be required to send these documents to us via email to reception@tele-psychs.com.au. Without a Mental Health Care Plan, we will not be able to process your rebate after you have completed and paid for your session.  

How to prepare for your GP appointment to obtain a Mental Health Care Plan?

It is normal to feel nervous about talking to a GP about your mental health concerns. Before your appointment, we recommend that you write a list of your mental health concerns before you attend your appointment. Making a list is a great way to memory prompt you so that you do not forget important information when discussing your mental health concerns. Just remember, GP’s see all types of Mental Health patients all the time. It is highly likely that your GP sees patients who are in a similar situation as you are. GP's can be an important source of information and can recommend other treatment options that we cannot provide. Additionally, talking to a GP can be a very therapeutic process as it gives you an opportunity to unload your worries and enables you to feel proactive with making improvements to your mental health. 

Who is eligible for the Mental Health Care Plan Rebate?

Every Australian citizen is eligible for 10 rebated Mental Health therapy sessions per year.  

 

How can I get a Mental Health Care Plan?

You can obtain a Mental Health Care Plan from your GP. Make an appointment with your GP, discuss your mental health concerns, and ask for a mental health care plan.

What are the benefits of online therapy?​

  • Increased Privacy. With Tele-Health there is no waiting in a busy waiting area for your session to start. ​

  • Socially distanced. Can be safer for individuals with health concerns and appointments can still go ahead even if you are in lockdown or quarantine. ​

  • No Commute = no traffic, no fuel cost, more time for you.​

  • More Flexibility. You can book your appointment/s online for a day/time that suits you. From there you manage your appointment/s using your appointment link, so if something comes up and you need to change the day or time you can reschedule or cancel with the click of a button (please see our cancellation policy for further information).​

  • More Accessible for people in remote areas or people with physical limitations.​

  • Increased Comfort. Let's face it, sometimes therapy can be a bit uncomfortable. Being in your own environment can be beneficial.

 

How can I prepare for my first session?

Before you start your first session, we will email you an online intake form which includes a consent form, short questionnaire called a Depression, Anxiety, Stress Scale (DASS-21). This questionnaire allows your Psychologist to assess how you are currently feeling and allows us to prepare your first session. To get the most out of your first session, we recommend that you complete this questionnaire, otherwise time will be wasted collecting this information during your first therapy consultation. 

Let’s face it, talking about your mental health can be a very nerve-racking experience, especially when you talk about it to a stranger. To relieve this stress and anxiety, we recommend that you write a list of all your mental health concerns prior to your first online consultation. Bring this list to your first therapy session and discuss them with your Psychologist. This will ensure that you do not miss any key information during your session/s. 

 

Should I contact Tele-Psych if I am having suicidal thoughts?

If you are experiencing suicidal thoughts or ideation, we recommend that you call “000”, Lifeline 13 11 14, or go to your local Mental Health Service/Hospital to seek help. Unfortunately, Tele-Psych is unable to provide services to people who are a risk to themselves or to others. If our clients display signs and symptoms of suicidal ideation, self-harm or harm to other others, we at Tele-Psychs will be required to contact emergency services and your Next of Kin to notify them of the risk. This is to ensure the safety of our clients and to others. 

How can I get the most out of my therapy?

Making changes to your Mental Health can be very challenging and time consuming for all of us. It takes time, effort and courage. To help overcome these challenges we recommend you follow these steps to enhance your therapy sessions;

Create a journal – This enables you to collect your thoughts and feelings so you can question your thinking. Complete an entry once a day, every second day, or once a week, what ever suits your schedule.

Homework – At the end of your therapy session/s your Psychologist may give you readings or worksheets to complete. It is important that you make the effort to complete these tasks before your next session. This will enable you to discuss important topics in more detail and will assist you to achieve your mental health goals sooner. 

Put the effort in – change is hard…we get it, but without effort nothing changes in terms of your emotions, and thought processes. We recommend starting with small changes in your day-to-day life then building up to the harder more challenging ones. 

Be open and honest – It is critical that you are open and honest with your Psychologist. This will enable you to get more out of your therapy sessions as you will be able to openly discuss your mental health concerns. Remember, our Psychologist are bound by confidentiality and will not disclose this information to others. 

Are you feeling uncomfortable? – If you feel uncomfortable about the topic of discussion or the therapy process in general is too much, please tell your Psychologist. We as Psychologists want you to be comfortable and relaxed during your session.  

Reward yourself – It is important that you reward yourself when you have achieved your mental health goals. We believe every small change should be celebrated! This can be going out for dinner, going on a holiday, spending more time with family, playing a video game, what ever you like!

Go easy on yourself – if you fail to achieve a goal then don’t let it get you down. It can take time, energy, and commitment to make positive changes to your mental health. We highly recommend that you discuss these failing with your Psychologist as these moments offer a great learning opportunity during your therapy sessions.

Can I make an appointment if I am located outside of Australia?

Unfortunately, we are not able to provide therapy to people who live outside of Australia. Tele-Psych is only able to provide therapy sessions to people located within Australia due to Registration requirements under AHPRA and Indemnity Insurance. 

How many sessions will I need?

We recommend six psychology appointments, however everyone is different and may require more or less. Here at Tele-Psych we believe it is up to you to take an active role when determining how many sessions you require. At times we will make recommendations for more sessions, however  ultimately it is up to you with how many sessions you require. 

Is this service suitable for people under the age of 16 years old?

Tele-Psych does not provide therapy consultations to clients under the age of 16 years of age. 


Is my Psychologist be Registered with AHPRA?

Yes, all of our Psychologists are Registered with AHPRA. 

How much do the sessions cost?

Full fee paying - $170 (plus transaction fees)

Medicare Rebate –Out of pocket expense is $81.75, rebate amount is $88.25 = $170 per session (plus transaction fees).

Private Health – Please contact your Private Health Care provider to find out if you are covered for Psychology.

 

How long are the sessions?

Our sessions go for 50 minutes

 

How will I pay for my session?

We accept all major credit and debit cards. 

 

Is our payment system secure?

We use a high level security encryption payment system to ensure your details are kept safe and secure. We will never share your card details with a third party.

 

How will I get my Medicare Rebate?

At the end each therapy session your debit/credit card will be charged $170 (plus transaction fees). Once this transaction has been completed, we will automatically process the Medicare Rebate of $88.25 back into your nominated bank account provided in your intake document. We highly recommend that you check that your bank details are correct with Medicare. This can be done by either calling Medicare on 132 011 or accessing your Medicare account on the MyGov website https://my.gov.au/. If your bank account details are not correct or have not been provided to Medicare, this may cause delays with receiving your rebate. If you are unable to update these details prior to your psychology therapy session, please advise your Psychologist so we can make alternative arrangements.  

Security

Is TeleHealth secure? 

If you are wondering if your personal information and payment details are secure the answer is yes! Your privacy and confidentiality is of great importance to us. Your payment details are protected by bank-grade security and encryption. 

 

Are my therapy sessions secure?

Yes, everything you tell your Psychologist is bound by a confidentiality agreement meaning this information stays private. Please be aware that the limitations of confidentiality are; if there is immanent risk to yourself or someone else, if there is subpoena or with your prior consent.

 

We use COVIU servers for video consultations. Within COVIU all data audio and video uses DTLS-SRTP and AES-256 encryption between all participants within the session. In other words, COVIU does not store any clinical information that is exchanged in a therapy session. All of the video, audio or shared documents in a call are transmitted peer to peer only, are fully encrypted and cannot be listened into by anyone except for the call participants. Session information and data is not saved by COVIU servers. 

 

COVIU is HIPAA compliant and implements the necessary controls and safeguards to ensure the confidentiality, integrity and availability of protected information. 

Want to book an appointment? 

Have a question about our services?
Try our FAQ page or call us on 1300 820 031
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