FAQs

Clients can be seen without a referral (privately-billed), with a referral from a GP or paediatrician, or under the National Disability Insurance Scheme (NDIS).  Those with a Mental Health Treatment Plan (MHTP) from their GP or paediatrician are eligible for between six to 10 rebateable sessions per calendar year.  You will need to return to your GP or paediatrician for an updated referral after your sixth session (further rebates cannot be claimed until this is obtained).  Parents or carers can also claim up to two sessions per calendar year, as part of the six to 10 rebateable sessions under their child's MHTP.

At Embracing Hearts Psychology, we can see NDIS clients who are either self-managed or plan-managed.  Invoices are issued directly to self-managed clients (similar to privately-billed clients), and invoices for plan-managed clients are issued to the nominated plan manager.

Clients with a Mental Health Treatment Plan from their GP or paediatrician are eligible for Medicare rebates, as noted above.  These rebates can be processed directly by Embracing Hearts Psychology upon receipt of session payment, via our practice management software.

After submitting an enquiry through our website or via email (admin@embracingheartspsychology.com), you will be contacted via email to complete an electronic client registration form and intake questionnaire.  This will enable your psychologist to learn about you and gain valuable background information prior to first meeting you, to better understand your presenting needs and tailor therapeutic or assessment support accordingly.  You will also be sent a copy of the current fee schedule.

After booking your first appointment via email, you will receive an automated SMS reminder of your appointment 48 hours beforehand, as well as for all subsequent appointments.

The initial consultation (60 minutes) for both therapy and assessment clients involves gathering important background information to inform therapy or assessment goals and processes.  For kindergarten and school-aged clients, the initial consultation is typically a parent-only appointment, to give parents/carers the opportunity to speak openly about their young person's presentation.  For clients aged 14 and older, the initial appointment may be attended by the parent/carer, client or both.  In instances where both attend, time will be allocated for the client to speak with the psychologist individually in the clinic room.  

A standard subsequent therapy appointment is 50 minutes' duration, while assessment appointments may vary depending on the nature of the assessment/s being administered.  Subsequent therapy and assessment appointments are tailored according to the young person's presentation and goals, as discussed in the initial appointment.  During the client's first session, the purpose of therapy, the principle of confidentiality and its limits will also be discussed.  For clients under the age of 16, parents/carers are typically invited to join the session for the last five to ten minutes, and may also be involved at the beginning of the session or throughout the session.  

At Embracing Hearts Psychology, we pride ourselves on providing a safe, supportive and welcoming space which encourages all clients to be themselves.  We recognise that there is no one-size-fits-all approach to psychological support, and value the process of building rapport and genuine, authentic connections as integral to the therapeutic process.  We incorporate creative, hands-on, play-based approaches alongside talk-based therapies, depending on the client's individual strengths, preferences and needs.

For the safety of your child, we kindly request that you remain in our comfortable and spacious waiting room for the duration of your young person's appointment (if you are not in the clinic room). 

We offer video appointments via a secure telehealth platform, as deemed mutually appropriate by both the psychologist and the client/family.  In certain cases and for direct assessments with clients, face-to-face sessions will be recommended as the most suitable mode of delivery.  Phone consultations can also be offered where appropriate.

To reschedule or cancel an appointment, please contact us via phone or email at least 48 hours prior to your scheduled appointment.  If unable to attend an appointment in person, we will offer a telehealth appointment for your young person or parent/carer, use the allocated time to prepare resources for your young person (please note that a Medicare rebate cannot be claimed in this instance), or endeavour to reschedule the appointment within the same day or week if there is availability.  If there is availability to reschedule within the same day or week, a late cancellation fee will not be charged.

For privately-billed clients and clients seen under a Mental Health Treatment Plan, appointments cancelled within 24 to 48 hours will be subject to a late cancellation fee equivalent to 50% of the full session fee.  Appointments cancelled after 8am on the day of the scheduled appointment will incur the full session fee, unless the appointment can be filled by another client at short notice.  Failure to attend an appointment without notice will also incur the full session fee.  Please note that Medicare does not cover cancellation fees.​

For NDIS clients, in line with current NDIS guidelines, appointments cancelled with less than 48 hours' notice will be subject to a late cancellation fee equivalent to the full session fee.  

The above late cancellation and non-attendance policy has been implemented to ensure that consistent and timely care can be provided for all clients.  Payment of cancellation fees is required prior to the next scheduled appointment.  In the event of unforeseen circumstances, we may agree to waive all or part of your late cancellation fee (e.g., in the event of an emergency).  This is at the discretion of Embracing Hearts Psychology.