FREQUENTLY ASKED QUESTIONS

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.

  • To reduce barriers to accessing health services. This often includes things like living in a remote community, mobility issues or difficulty leaving the house, not being able to take time off work or looking after dependent people.
  • To protect your privacy. We understand that rural and remote communities can be tight and maintaining confidentiality can be difficult. Telehealth offers a confidential alternative in the comfort of your home.
  • To save time and money associated with travel and taking time off work.
  • To reduce the wait times for people accessing support.

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 under the governments Better Access scheme.
  • 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.

The cost of a standard session is $220 but eligible clients will receive a rebate under the Medicare Benefits Schedule (MBS) for up to 10 sessions per year. 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 $5.39 depending on their geographic location within Australia.

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.

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. 

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. 

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.

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 on occasion have after school appointments become available, but these book out very quickly. You can contact our reception to discuss available appointments. 

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.

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

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.

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 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 send your the invoice directly to your NDIS Provider. 

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. 

You will need to send us the mental healthcare plan referral, prior to your first appointment or we will be unable to process the rebate

Please note: 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. 

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. 

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

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.

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.

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.