Frequently Asked Questions

Call us on 0481 844 144 to book an initial consult.

You do not need a referral to see a Psychologist, you can just contact us to book your initial consult. However, sometimes a GP, Psychiatrist or Paediatrician will refer you. In this case please bring along any paperwork to your initial appointment.

Initial appointments are 90 minutes. The initial consult is an opportunity to hear about your issues and concerns, and to develop a treatment plan for moving forward. At least one parent needs to attend the initial consult for children 16years and under. For children 7years and under only parent(s) should attend the initial consult, your child will come to the second consult. 

Sessions are confidential. We provide a supportive and confidential environment for all our clients. We also understand that when working with children and adolescents the best support is provided in collaboration. So we encourage young people to share the various themes of their work with parents, to help build up their support networks. If there are concerns regarding a risk of harm to a client then ensuring one's safety is the priority.  

The first appointment (initial consult) will cost $360 and will run for 90 minutes. Appointments thereafter cost $240 and run for approx. 55 minutes. Payment will be taken at the end of each appointment via credit card or by paying in cash. We securely store credit card details within our Halaxy system so that clients can attend ongoing appointments without needing to have the credit card with them. If you are receiving treatment under a Mental Health Care Plan (MHCP) you will be entitled to a Medicare rebate for between 6 - 10 psychology sessions per calendar year. At the end of the appointment you will be charged in full and we can process the Medicare rebate on your behalf. Medicare will then deposit the refund into your nominated bank account. 

GPs, Psychiatrists and Paediatricians can refer a young person for treatment under a Mental Health Care Plan (MHCP) if they are experiencing symptoms of a mental health disorder (e.g. anxiety / depression).  This referral enables rebates (of approx. $96.65) through Medicare for up to 10 sessions per calendar year. MHCP paperwork from the referring doctor must be provided to the Psychologist before claims can be submitted on behalf of the client. Some Health Funds provide rebates for psychology, depending on your individual/family insurance plan. You can liaise directly with your private health fund to claim any consultation receipts. It is not possible to claim through both Medicare and a Private Health Fund for the same session.   

There is not a set number of appointments required for treatment. Each presenting concern differs and therefore the treatment approach will too. Some problems can be resolved quickly with new strategies, other problems are more complex and ingrained. A minimum of 4-6 sessions (weekly to fortnightly appointments) will usually be required before some treatment outcomes are noticed. With more complex issues requiring 10+ appointments. After the treatment outcomes are reached, it is often helpful to book several maintenance appointments (e.g. once per month / term), to ensure treatment progress is maintained. 

Yes, if telehealth appointments are your preference we do offer them via the online platform Coviu. This is a secure user friendly platform specifically designed for online consultations with health professionals. Medicare, as well as some private health insurers, offer rebates for telehealth consultations.

If you are unable to attend an appointment we request that reasonable notice be given via phone or email, so that clients on our waitlist may benefit. Our cancellation policy requires 48 hours notice to avoid a cancellation fee.100% of the session fee will be charged for non-attendance or cancellation with less than 24 hours notice and 50% of the fee is charged when less than 48 hours notice is provided. We do understand that on occasions exceptional circumstances exist, and we will discuss with you any individual circumstances. Charges incurred for cancelled or missed appointments are not claimable through Medicare or private health funds. 

Our aim is to keep everyone in our community safe, therefore we currently follow these procedures:

- If you have COVID then you are unable to attend in-office appointments, a telehealth appointment will be offered instead. 

- Anyone feeling unwell with any cold or flu like symptoms (even if mild), are asked not to attend for an in-office appointment. Telehealth appointments are arranged as an alternative.

- Psychologists at Heads and Hearts Psychology are all fully vaccinated.

- COVID safe hygiene practices are employed and encouraged.