FREQUENTLY ASKED QUESTIONS

TELEHEALTH

Telehealth is often called “Skype Therapy” or “Video Therapy”.  Telehealth delivers health services via technologies such as laptops and tablets to people independently in their own homes and local communities, wherever they may be.

Clients on self and plan managed NDIS packages are eligible for telehealth services across Australia. 

From 2017 the Australian government allowed people living in rural and remote Australia to claim telehealth sessions under the Better Access Scheme. This allows you to receive a Medicare rebate. It is important to note that anyone can access this services but may not be eligible for the rebate. See if you are eligible at our eligibility section below.

Telehealth is often called “Skype Therapy” or “Video Therapy”.  Telehealth delivers health services via technologies such as laptops and tablets to people independently in their own homes and local communities, wherever they may be.

Clients on self and plan managed NDIS packages are eligible for telehealth services across Australia. 

From 2017 the Australian government allowed people living in rural and remote Australia to claim telehealth sessions under the Better Access Scheme. This allows you to receive a Medicare rebate. It is important to note that anyone can access this services but may not be eligible for the rebate. See if you are eligible at our eligibility section below.

Our psychologists are required to have valid and Working with Vulnerable People (WWVP Check) for the states and territories where they will be delivering services.

Although we are a telehealth practice, we ensure that your psychologist has the necessary WWVP check for the state where you are based, these checks are not transferable between states.

ELIGIBILITY

NDIS

Clients on NDIS self or plan managed funds are eligible for a rebate anywhere in Australia. However, we are not a registered NDIS provider and cannot accept agency managed referrals.

Medicare

Temporary changes to Medicare after COVID-19 allows anyone in Australia to access telehealth, regardless of their rural/remote status.

  • People live in rural and remote communities are eligible for a Medicare rebate per session with a registered or clinical psychologist.
  • The Australian government uses the Modified Monash Model (MMM) to classify the level of remoteness of a particular location with regions with a score between 4 – 7 being considered eligible. Click here to use the map to determine if you are eligible.

Private

We accept private clients, however they will not receive a rebate.

Please click here for detailed information and view our Payment Policy.

Legend Land is best suited for children aged between 7 and 17. However, it has been successfully used to engage young adults with an interest in gaming. 

Services can be provided to FIFO workers but they can only claim the Medicare rebate if they are in a rural or remote zone at the time of service.

See the ‘Am I Eligible’ FAQ for information on eligible zones.

technology

You will need a PC or Laptop to use our Minecraft Java. You will not be able to use an iPad, Playstation or XBox or any other console. 

You can use a tablet for the zoom component of the sessions. 

We use a low bandwidth provider which will work with most internet connections. We can discuss this at the initial contact and make sure it will work for you before you have a session or are required to pay any fees.

MINECRAFT

Please click here for a screenshot of where you can locate your Minecraft Username. 

In Minecraft, a skin is an image that determines what your character looks like in the game.  You can visit the following website to select a Minecraft Skin https://namemc.com

therapy FEES

The cost of a standard session is $240 but eligible clients can receive a rebate under the Medicare Benefits Schedule (MBS) for up to 10 sessions per year with a Mental Health Care Plan. Click here to find out more about rebates and out of pocket expenses.

Clients on self or plan managed NDIS packages may be eligible for a full rebate or be required to pay a gap of up to $25.59.

Services that incur fees may include therapy appointments, parent appointments, appointments with key stakeholders of the client (eg: school, healthcare professional), letter and report writing services. For further information on fees, please view our Payment Policy.

We can see clients that are NDIS Plan Managed in Support Category 15 under the item Psychology or Support Category 1 Therapeutic Supports. 

We can see clients that are NDIS Self Managed

You can see the full list of NDIS codes at https://www.ndis.gov.au/providers/price-guides-and-pricing.

We are not able to see clients that are NDIS Agency managed at this time. 

NDIS Self Managed we will request a credit card during the intake process. After attending your session we will charge your nominated credit card and send a copy of your paid invoice to your email so that you can claim with NDIS. 

NDIS Plan Managed we will request a credit card during the intake process for payment of the gap fee. We will also request your NDIS Provider Information during the intake process asking for your provider email for invoices and your child’s NDIS reference number. After your session we will charge you the gap fee and send your the Plan Managed component to your NDIS Provider for payment. 

Medicare we will request a credit card during the intake process as well as your Medicare card details. We will also require the claimant (parent) details including their DOB. After attending your session we will charge your nominated credit card and process the rebate. We will then send a copy of your paid invoice with the Medicare statement to your email. 

Private Health Insurance we will request a credit card during the intake process. After attending your session we will charge your nominated credit card. We will then send a copy of your paid invoice to your email. 

Invoice, Direct Deposit or Bpay we are unable to send you an invoice for payment, we must have the ability to collect payment after the appointment, the same as if you were to see a psychologist in person, therefore a credit card is required to be on file

Payment Processing Fee All appointments will incur the payment processing fee as set by the financial institutions in Australia. This is $1.00 plus 1.9% per transaction. For further information about fees, please view our payment policy

If you receive an SMS stating that there are insufficient funds to pay for an appointment, it is crucial to address the matter promptly. We understand that unforeseen circumstances can arise, but we kindly request that you contact us regarding the payment issue as soon as possible.

As per our payment policy, all appointments must be paid within 7 days of an appointment. Failure to do so may result in the cancellation of your upcoming appointment, and the appointment may be offered to another client.

We attempt to contact our clients three times within the initial 7 days after the appointment using both phone and email. If we don’t hear back, we will pause our outreach and inform you that your next appointment has been cancelled and we will wait for you to contact us. Please note, if you do not respond in 7 business days, we will send a final message and will assume that you have chosen not to engage in the therapy sessions any longer. We will cancel all future appointments and they will be offered to another client. Full Potential Psychology will then engage debt collectors to recover the outstanding balance.

THERAPY SESSIONs

You first session will be 50 minutes are will be between the Psychologist and the parent/guardian and sometimes the child. This will conducted via Zoom and Legend Land is not used for this session. Before this session can take place, you will be required to complete a consent and release of information form. 

Your ongoing sessions will be conducted using Zoom and  Minecraft Java Edition, so you will need to ensure you have it installed on a PC/Laptop and that is working as expected. We will provide you will installation instructions, however we cannot set this up for you, so you need to ensure it is fully operational before your the second appointment.

If your child has not played Minecraft on a PC/Laptop before, they should have a go in single player mode to become familiar with the controls.

Each session is 50 minutes and appointments will commence in zoom to check in with the parent and child. Legend Land will be used with the psychologist. 

Zoom will run throughout the sessions to stay in communication.

THERAPY APPOINTMENTS

Recurring appointments are scheduled with varying frequency, depending on the need and availability and are often fortnightly or monthly. A one off appointment change is simple but changing the reoccurring appointment can be difficult as we need to find a consistent recurring time. Contact us in the first instance to discuss and we can see what we have available. 

Full Potential Psychology is closed on Public Holidays but open on school holidays. If you plan on taking time away for a holiday, please let us know as soon as possible. Please see the FAQ “What if I need to cancel my appointment”.

We offer appointments Monday to Friday starting at 9am and our last appointment of the day is at approximately 3pm. We will not be able to offer appointments after 3pm to new clients, as these are offered to existing clients in the first instance. 

Appointment frequency can vary, but we normally book ongoing / recurring sessions each fortnight or month for between 6-12 months. 

CONTACT WITH CLIENTS

We attempt to contact our clients three times using both phone and email. If we don’t hear back, we will pause our outreach and inform you that we will wait for you to contact us.

If you’re a current client, and attend a session during this period, your psychologist will also try to discuss this with you during the session.

If you’re a current client, and do not attend a session during this period, your next appointment will be cancelled as a response has not been received. Please note, if you do not respond in 5 business days, your next appointment will be cancelled, and future appointments may be offered to another client.

If you are a new client and do not attend your intake session, your next appointment will be cancelled until a response is received. Please note, if you do not respond in 5 business days, your appointments will be cancelled, and we will assume that you have chosen not to engage in the therapy sessions at this time. We will cancel all future appointments and they will be offered to another client.

We will make three attempts to contact you using both phone and email, and if there’s no response within 5 business days, we will send a final message. We will pause our outreach to you and inform you that we will wait for you to contact us.

Please reach out to us at your earliest convenience if you miss our attempts to contact you. You can contact us via the phone number or email address on our website. It’s important to respond promptly, as unconfirmed appointments may be offered to other clients.

To ensure we can provide exceptional service to our clients, appointments that are not confirmed due to lack of response may be offered to someone else. We encourage you to communicate with us promptly if you wish to keep your appointments.

THERAPY ATTENDANCE

At our psychology practice, we strive to accommodate all clients and their unique circumstances. We understand that life can be unpredictable, and situations may arise that make it challenging to attend regular sessions. However, please note that while we do our best to be flexible, we are unable to hold a stream of regular appointments for more than 4 weeks without active participation in ongoing therapy.
If you anticipate being unable to attend sessions for an extended period of time, we recommend discussing your situation with your psychologist or the administration team as soon as possible. Together, you can explore alternative options, such as rescheduling appointments, adjusting the frequency of sessions, or consider other options. Our primary goal is to ensure that you receive the support you need, so open communication is key in finding the best solution for your specific circumstances.

Effective communication is vital in maintaining a successful therapeutic relationship in our remote psychology practice. If our administration team has attempted to contact you three times and does not receive a response, we may assume that therapy may not be the right fit for you at this time. We understand that circumstances can vary, and we strive to meet all our clients’ needs. However, in order to ensure the smooth operation of our practice and provide the best care possible, regular and timely communication is essential.

If we reach this point, we will send you an email to confirm our understanding. Please note that you are always welcome to re engage with us immediately or in the future should you decide to pursue therapy again. We value your well-being and are here to support you when you are ready.

CANCELLING APPOINTMENTS

Full Potential Psychology is committed to giving clients the best service and it is important to have regular, consistent sessions to maximise positive outcomes.

Cancellation Policy

If, for some reason you need to cancel or postpone your appointment, please give the psychologist at least 48 hours’ notice otherwise a fee will be charged.

  • Cancellations within 48 hours of the session will incur a fee of 50% will occur.
  • Clients who fail to attend or cancel within 24 hours may be charged full fee.

If a clients does not attend three sessions in a row without a reason or rescheduling, we may determine that it is not the right time for them to engage in therapy and cancel future appointments. This avoids cancellation fees for the client and allows the clinic to offer the appointments to clients who may be on our waitlist. If this occurs, the client may ask to be put back on the waitlist or finish treatment and are always welcome to re-engage in the future.

As per our cancellation policy:

If, for some reason you need to cancel or postpone your appointment, please give the psychologist at least 48 hours’ notice otherwise a fee will be charged. Cancellations within 48 hours of the session will incur a fee of 50% will occur. Clients who fail to attend or cancel within 24 hours may be charged full fee.

ASSESSMENTS

We currently offer five assessments:

  • Behavioural / ADHD
  • Comprehensive Educational Assessments
  • Intellectual Disability Assessment
  • Giftedness Assessment
  • Cognition Assessment

You can view more detailed information by visiting our assessments page. 

Each assessment is conducted via Telehealth and comprises of:

  • A parent/guardian intake appointment
  • The assessments which are either paper-based or online assessments.
  • A parent/guardian feedback appointment

Please view each individual assessment page to find out more details. 

You can book an assessment intake appointment with a psychologist to discuss the specifics where a course of action can be determined. You can then decide if you wish to proceed with the recommended assessment. 

At this stage we do not offer assessments in Autism Spectrum Disorder (ASD). 

assessment FEES

The cost is dependant on the assessment being undertaken as they all have different requirements and tools used to assess.

You can view the total cost of the each assessment on the individual assessment page.
We will also send you fee schedule at the time of booking your assessment so you are fully informed prior to commencement.

NDIS

If you are a current participant of the NDIS, they will assess each individual on a case-by-case basis. Please refer to our NDIS section for further information.

Private Health Insurance

We will request a credit card during the intake process. After attending your session we will charge your nominated credit card. We will then send a copy of your paid invoice to your email. 

Invoice, Direct Deposit or Bpay

We are unable to send you an invoice for payment, we must have the ability to collect payment after the appointment, the same as if you were to see a psychologist in person, therefore a credit card is required to be on file

Payment Processing Fee

All appointments will incur the payment processing fee as set by the financial institutions in Australia. This is $1.00 plus 1.9% per transaction. For further information about fees, please view our payment policy

If you are a current participant of the NDIS, they will assess each individual on a case-by-case basis. Please refer to our NDIS section for further information.

Depending on your coverage, you may be able to claim the assessment (or a portion of it) through your private health insurance. Please check with your provider for more details.

Unfortunately it isn’t possible to get a rebate via Medicare as Medicare only allows a rebate for treatment and not assessment or testing.

privacy

All of our software is encrypted to protect your privacy. We use an encrypted software program called Zoom which is designed for health video consulting. You can access our privacy policy here if you require further information.

All correspondence such as invoices are also encrypted but able to be opened by any regular email.

Book Now

Appointments are limited, so get in quick to book an appointment with one of our psychologists

Contact Us ​

Appointments are limited, so get in quick to book an appointment with one of our psychologists

Book Now

Appointments are limited, so get in quick to book an appointment with one of our psychologists