Client FAQs

  • To avoid cancellation fees, please contact us as soon as possible if you need to cancel or reschedule your appointment. We understand that circumstances can change and that you may not always be able to keep your appointments.

    • One full business day’s notice is required to avoid a fee

    • Late cancellations (less than one business day's notice) and non-attended appointments both attract a 100% fee

    • Any unpaid cancellation or non-attended appointment fee after three business days results in automatic cancellation of future appointments

    • No future appointments may be booked until outstanding fees are paid

    Please note that rebates are not available for cancelled appointments and third-party payers require clients to be responsible for the payment of any cancellation fees they incur. *Cancellation fees incur 10% GST, per Australian Taxation Office GST laws.

  • We do not offer bulk billing, clients with Mental Health Care Plans will receive a rebate and can expect an out of pocket fee for each appointment.

  • We accept a wide range of referrals to our Psychologists including;

    • Mental Health Care Plan (Medicare)

    • Private referrals

    • Workers Compensation

    • Employee Assistance Programs

    • Insurance/Third Parties

    • NDIS – Self Managed or Plan Managed only (unable to see NDIA Managed clients)

  • No, you do not need a referral letter to see one of our Psychologists, however the need for a referral letter will be dependent on the type of referral you are being seen under.

    Medicare: Yes, however there is no standard form for referrals. Eligible medical practitioners can refer patients for allied mental health services with a signed and dated referral letter that includes the following;

    • The patient’s symptoms

    • The number of treatment services the patient needs to receive – (Referrals cannot be provided for the full 10 sessions. A referral is for a maximum of six sessions).

    • a statement about whether the patient has a GPMHCP, shared care plan or a psychiatrist assessment and management plan.

    All patients require a current Mental Health Care Plan (MHCP) to claim a rebate for Better Access services from Medicare. A MHCP may be provided to the allied mental health provider with the referral. A MHCP does not expire. A referral is valid until the referred number of sessions have been completed, regardless of whether a patient chooses to change their allied mental health provider.

    Private Health: No, there is no requirement for a letter when you will be claiming under your private health insurance.

    Workcover: Yes, a referral is needed for you to be seen under workers compensation insurance. Referral letters will also need to be sent directly to the insurer and funding must be approved before we are able to invoice the consultations to the Workcover.

    Insurance: Yes, as with Workcover a referral is needed for you to be seen under an insurance policy. Referral letters will also need to be sent directly to the insurer and funding must be approved before we are able to invoice the consultations to the insurer.

  • No, at present we do not bulk bill.

  • Yes, all of our appointments can be booked as Telehealth sessions (excluding Autism & Cognitive Assessments - Adult ADHD Assessments can be conducted entirely via Telehealth.

    ur Telehealth services offer the flexibility to connect with our experienced clinicians from the comfort of your own home or any location that suits you best. Whether you require psychological assessments, therapy, or consultations, our secure and confidential online platform ensures you receive the same high-quality care as you would in our clinic.

    Telehealth is ideal for clients who prefer remote sessions due to distance, busy schedules, or personal preference. Our team is committed to making your experience seamless, ensuring that all your needs are met with the utmost professionalism and empathy.

  • Yes, a number of our practitioners are able to offer after hours appointments during the week and on Saturdays, these time slots however are very popular and do book out in advance so it is best to get in early.

  • We typically charge for 1-hour therapy appointments. This 1 hour includes 50-minutes of contact time with your clinician, and 10-minutes of administrative time in which your clinician will take notes, prepare session material, or contact relevant parties (e.g., GP).

    Assessment appointments are 90-minutes long with the exception of the final review session.

  • Prior to your initial consultation, our New Client Coordinator will be in contact to discuss the fees and appointment process. Upon booking, we will send you some initial information and paperwork for completion prior to your first appointment. Please ensure to provide us with any information and referrals you may have prior to this initial consultation.

    During the initial consultation the psychologist will ask you some questions about your personal circumstance, what you hope to achieve within the sessions and work together with you to tailor a suitable treatment plan.

    As each client, psychologist and presenting issue is unique, there is no typical therapy session. As allocating the client to the right psychologist is not an exact science, we do encourage you to inform us if you feel like your psychologist is not the right fit for you, we strive for our clients to feel comfortable and have a supportive rapport with their treating psychologist.

  • No, Medicare arrangements do not currently allow for the provision of relationship counselling, as it does not constitute the valid use of a Better Access item.

    Even when a mental disorder is present in both parties, having two clients in the same consultation would not meet the requirements of the Better Access item descriptor.

    In certain circumstances and if therapeutically indicated, during the course of treatment the treating Psychologist may wish to briefly involve the partner of a client however this should not comprise the primary focus of a course of treatment under Better Access.

  • No, when consultations are processed they are allocated an item number for either Medicare or private health insurance, claiming only allows for one item number to be charged, therefore the consultation can only be claimed under one pathway.

  • Patients are eligible for up to ten individual and 10 group sessions in a calendar year, usually referred in block of 5 or 6 sessions at a time, Referrals cannot be provided for the full 10 sessions, a referral is for a maximum of six sessions. At the completion of the referred number of consultations the treating Psychologist will complete a letter of review to the referring doctor to help determine whether further sessions are needed.

  • Provisional psychologists have undertaken 4-6 years of training and are now working under supervision with very experienced psychologists. This means that there are at least two psychologists managing and supporting your care. This is the final stage for Psychologist to gain full registration.

    An additional benefit is that because a mental health care plan is not used, there are not the costs and time associated with needing to review with your doctor that care plan pathways require. You can also access as many appointments as you wish within a year at a reduced rate, rather than only 10 sessions with your psychologist.

    Provisional Psychologists can also accept referrals via Workcover, NDIS, and some EAP’s.

    At Evolve Wellbeing we have carefully screened applicants to ensure we have compassionate, wise and often mature aged psychology interns who have now chosen a psychology career as a point of passionate pursuit.