Frequently Asked Questions

What services do you provide?

We provide a full range of psychology services: psychometric assessments for adults and children; diagnosis and treatment of autism and other developmental disorders; counselling and interventions for individuals, couples and families; psychological assessments and reports for universities, immigration and courts; and EAP services for organisations.

We are also an NDIS-registered provider for Improved Daily Living and Improved Relationships. We provide behavioural support plans and NDIS plan review letters.

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How do I know which therapist or therapy is best for me?

We have more than 20 therapists practising different counselling styles, catering to a wide range of needs. You can utilise our Find Your Best Fit Psychologist online tool or give us a call at 1300 001 778. Our clinical intake team works closely with all our psychologists and are professionally trained to match you with the best therapist for your specific mental health needs.

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How do I prepare for my first session?

After completing your initial intake form, you may prepare as much or as little as you want for your first session.

Some people may feel hesitant or anxious about opening up to a stranger and this is perfectly normal. In therapy, your wellbeing and safety are paramount. Our psychologists are trained to make you feel comfortable and will proceed at your own pace.

The first session is mainly about getting to know you, finding a therapy style that suits you and collaboratively setting therapy goals.

If you’d like to prepare for the first session, these guiding questions may help:

What would you like to achieve from these sessions?
What would you like to change in your life?
What are your past experiences with therapy, if any?

You may also bring along any medical documents, GP or specialist referrals and/or previous assessments and reports.

What kind of therapeutic methods do you use?

We use a wide range of evidence-based frameworks and work collaboratively with clients to meet their individual needs. We take a client-centred approach and use the therapeutic method that best works for each client. These methods include: Cognitive Behavioural Therapy, Mindfulness, Acceptance and Commitment Therapy, Psychoeducation, Relaxation Strategies, Interpersonal Therapies, Solutions-Focused Therapies, Psychodynamic Approaches and more.

How will we track and measure my progress in therapy?

Each therapist will have their own methods. In general, we use a combination of clinical assessment tools, rating scales, self-reporting and collaborative feedback. You will likely discuss progress during each session and track levels of stress, anxiety and depression throughout the process. Your therapist will guide you in monitoring and reflecting on changes in your symptoms, behaviour and functioning.

By identifying what is and isn’t working, your therapist will be able to update your treatment plan accordingly to ensure you’re on track to achieving the best treatment outcomes.

Does the therapist tend to lead the session or follow my lead?

Both of you may take turns leading and this will probably vary from session to session. Ultimately, therapy is a collaborative process based on trust and openness. You will move forward together, side by side. Your therapist will have a plan but will always match your pace. It is their professional responsibility to ensure you are getting the most from your sessions and achieving your therapy goals.

What if I (or my child) do not like my therapist?

If you feel that therapy isn’t going well, it’s important to inform your therapist. Effective therapy requires mutual trust, good rapport and a strong therapeutic relationship. If you do not feel comfortable with your practitioner and/or do not believe you’re a good fit, please let your therapist or our management team know. We will discuss your concerns and refer you to a more suitable professional.

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How does confidentiality work in the context of counselling?

As mental health professionals, we are bound by strict ethics and codes of conduct. We acknowledge that confidentiality and trust are the foundations of every therapeutic relationship. Therapy is a safe space where you can share anything without judgment. Everything that you discuss with your therapist will remain private and confidential unless you’ve threatened to harm yourself, to hurt someone else or if it is subpoenaed by court. In such circumstances, as with all medical contexts, we will be required to contact the relevant government organisations (e.g. ambulance, police, child protection, mental health crisis team) to ensure your safety.

For all other situations, you will need to provide written consent before your therapist can disclose any matters with another person (e.g. GP, specialists, school counsellors).

What if therapy doesn’t work for me?

For therapy to be effective, it’s important to have a good therapeutic relationship and have clear and realistic expectations for treatment outcomes. You must also take an active role in managing your therapy and put in the work outside of the treatment room.

If you find that something isn’t working for you or your therapist said something that you found unhelpful, it’s important to let them know. Every psychologist has an ethical obligation to explore different options to facilitate your care. Feedback enables your therapist to develop a new plan to overcome barriers. Therapy is flexible and adapts to the client’s needs – your therapist may take a different approach or intervention, or refer you to another psychologist with a different skillset. Sometimes, clients may be referred back to their GP for further assessment or a psychiatrist to add a pharmaceutical treatment.

How long do I have to wait for an appointment?

We understand the importance of being able to see a psychologist as soon as possible, so we always do our best to book you in with your preferred date and time.

If you’re booking online and can’t find your preferred psychologist or time slot, please call us on 1300 001 778 and we will endeavour to get you an appointment with a suitable psychologist within a week. If you require an urgent appointment, we can generally book you in within 48 hours.

How do I book an appointment?

Book online here or ring 1300 001 778 to speak to our friendly clinical intake team.

How do I change or cancel an appointment?

If you need to change or cancel an appointment, that’s not a problem. Please call us on 1300 001 778 between 8:30am – 5:30pm Monday to Saturday with at least 24 hours’ notice (and by Saturday if your appointment is on a Monday), otherwise the full fee will be charged. We do not accept cancellations via text or email.

How do I get a Medicare rebate?

Make an appointment with your GP to get a Mental Health Treatment Plan and bring this to your first session. This will enable you to claim a Medicare rebate of $124.50 (for a clinical psychologist) or $84.80 (for a registered psychologist) per session for a maximum of twenty sessions per calendar year.

Recommended: What is a mental health care plan and how do I get one?

Medicare rebates are provided immediately after each session.

We do not offer bulk-billed sessions through Medicare.

What other concessions or rebates are available?

Our third-party funded psychological services include: Primary Health Network (PHN), National Disability Insurance Scheme (NDIS), SIRA (Workcover and CTP) and Employee Assistance Program (EAPs).

To find out more about these services please call us on 1300 001 778.

Recommended: Our schedule of fees are published here

Do I need a referral to see a psychologist?

You do not need a referral to see a psychologist. A referral is only necessary if you want to claim a Medicare or SIRA/Workcover rebate.

What are your office hours?

Our clinical reception is available 8:30am – 5:30pm Monday to Saturday.

Our psychologists work 9am – 9pm Mondays to Fridays and 9am – 6pm on Saturdays.

Booking availabilities will depend on your therapist’s working hours.

Where do the sessions occur?

Our psychologists are located across four clinics in the CBD (Martin Place), Burwood, Chatswood and Hurstville. Sessions can also be conducted via Telehealth – over the phone or video conferencing.

We do school visits and home visits when required.