Preparing For your appointment
What you need to know & prepare for before your appointment(s)
Appointments: Sessions can be via telehealth (phone or video link) or in-person.
Scheduling and Appointment Confirmation: Appointments can be initiated through the online enquiry form, phone (please leave a message if the phone is not answered), SMS (0428 600 279) or email (admin@lifepsyche.com.au).
Your appointment will be confirmed by an automated email or SMS. Please use admin@lifepsyche.com.au or SMS 0428 600 279 for any communication and not the automated SMS.
Cancellation Policy: LifePsyche adheres to the cancellation policy outlined by Psychology Australia, as detailed below. Timeframes refer to business days and therefore exclude weekends and public holidays. Business days refer to 9am-5pm, Monday to Friday. Any notification made after 5pm on any business day will be classified as being received the next business day. The recommended cancellation fees are:
- if you provide less than 24 hours’ notice, and we cannot fill your allocated time you will be charged the full fee;
- if you provided 24-48 hours’ notice, and we cannot fill your allocated time you will be charged 50% of the full fee.
- If you provide more than 48 hours’ notice a cancellation fee will not apply
Cancellation fees are payable within 48 hours of the cancelled appointment.
Session duration: Sessions are 50 minutes.
Preparation: You will be asked to complete and return an intake form, consent form and particular psychometric tests depending on the reason for your referral. These are to be returned prior to the session.
Connection Establishment: Telehealth links (video) are in the email reminder. LifePsyche uses a platform called COVIU because it links with our CRM. Sessions will not open until the appointed time or after the appointed time (not before). We can also do Zoom, FaceTime, Skype and Microsoft Teams if that is preferred.
Physical Address: The physical address is between Yandina and Coolum. The actual address is provided at the time the appointment is made for in-person sessions. There is no public transport for the in-person address. Parking is free, and off-street.
Cost: Fees are provided at the time the appointment is made. Fee structures change on 1 July each year to align with the scheduled fees set forth by Psychology Australia, Dietitians Australia, WorkCover, NDIS and other bodies. Medicare also reviews its rebate on 1 July.
Payments: LifePsyche uses a client management system called Halaxy. Halaxy has an electronic payment system which allows all payments to be processed on the Halaxy platform. Credit or debit card details are uploaded at the end of the first session. Your card details are encrypted, tokenised, and stored securely by Braintree, a subsidiary of PayPal, one of the world’s largest payment providers. Neither your practitioner nor anyone at Halaxy can access your card details. The card fees for payments vary depending on the type of card used and are in addition to the scheduled fee. In-person clients can pay using a HiCAPS machine.
Rebates: LIfePsyche’s CRM, Halaxy, is fully integrated with Medicare Online claims processing. So, if you are referred on a Medicare-rebated mental health care plan, eating disorder treatment plan, or GP team management plan, your rebates can be processed in 24 hours through Halaxy.
When you spend a certain amount in gap and out of pocket costs, you will reach what is called a Medicare Safety Net threshold. Once you have reached the threshold, you will start getting higher Medicare rebates (usually ~85% of the scheduled fee). Refer to: https://www.servicesaustralia.gov.au/medicare-safety-nets or phone Medicare.
If you are a member of a private health fund you will be eligible for a rebate if you are covered for psychological and/or dietetic services. As this varies, depending on your cover, we suggest you contact your health fund to determine your rebate eligibility. Unfortunately, our CRM, Halaxy, has no facility to process rebates for private health funds. We provide receipts for all payments so you can process private health refunds online yourself. If you attend in person, LifePsyche has a HICAPS machine that can take direct payments and also do private health rebates.
If you have any questions about any of the information provided, please ring or SMS LifePsyche on 0428 600 279 or email admin@lifepsyche.com.au before your appointment.
Confidentiality: Halaxy is protected by 256-bit bank grade security and encryption, which means records, notes and payment information is protected to the same level used in banks. All information is encrypted and stored in a securely protected data centre in Australia with multiple backups in place.
All personal information gathered by the psychologist and/or dietitian during the provision of the psychological and/or dietetic service will remain confidential except when:
1. it is subpoenaed by a court, or disclosure is otherwise required or authorised by law; or
2. failure to disclose the information would in the reasonable belief of LifePsyche or your LifePsyche practitioner place you or another person at serious risk to life, health, or safety; or
3. your prior approval has been obtained to
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- provide a written report to another professional or agency. e.g., a GP or a lawyer; or
- discuss the material with another person, e.g., parent, employer, health provider or third-party funder; or
- disclose the information in another way; or
- disclose to another professional or agency (e.g., your GP) and disclosure of your personal information to that third party is for a purpose which is directly related to the primary purpose for which your personal information was collected.
Privacy Policy: LifePsyche’s Privacy Policy is available on our website.