FAQ

To book an appointment, call our friendly reception team on (03) 9466 8825. We’re here to help and happy to guide you through the process or answer any questions you may have.

A referral is not a requirement.  A GP referral to the psychologist with a mental health care plan is required for rebates through Medicare.  If you have private health insurance, you may be eligible for a rebate from your private healthcare policy.  We recommend that you contact your private health care insurer prior to your session to confirm your eligibility. If your treatment is funded by a third party, such as Workcover, TAC, DVA, please ensure you provide approval documentation. 

Your first session is a chance for us to get to know you and understand what’s brought you to therapy. You're welcome to ask questions or share feedback at any time. There’s no pressure to talk about anything you’re not ready for — we’ll work at a pace that feels comfortable and respectful of your needs.

Sessions usually run for 50 to 60 minutes. We often start with weekly or fortnightly appointments to build momentum towards your goals.

The length of therapy will vary depending on what you’d like support with and what feels most helpful for you.

In your first session, your psychologist will ask some questions and support you to talk about what has brought you to therapy. You'll also have the opportunity to ask questions and offer feedback at any time. There's no pressure to share anything you're not comfortable with, and we’ll work at a pace that feels right for you—after all, building trust takes time. Your psychologist will also provide some initial feedback and discuss how therapy may be helpful for you.

Appointments are generally 50 minutes long and occur weekly or fortnightly, depending on your needs. After the initial assessment, sessions will focus on developing a shared understanding of your concerns, exploring helpful strategies, and working toward your personal goals.

The number of sessions depends on your individual goals, concerns, and circumstances. Many clients attend between 6 and 10 sessions, while others may benefit from longer-term therapy, especially when addressing longstanding issues or engaging in deeper personal development. We will regularly review your progress and adjust the plan accordingly.

Yes, we offer appointments via telehealth.  For online telehealth appointments you will receive an email with the date, time and a secure link to your session 48 hours prior to your appointment.

No downloads are required: you don’t need to install any apps or software.  Simply access your session using any device – computer, tablet or smartphone – via the link provided in your email.

The clinic is open Monday to Friday, with evening appointments available from Monday to Thursday.

• Any relevant referral letters

• Claim numbers or approval letters (e.g., from insurers)

• Court documents (e.g., if your child has a court order)

• Payment (if applicable)

• Any information you believe may be relevant

All client records are securely stored using Halaxy, a trusted and encrypted electronic practice management system. Any hardcopy documents are scanned into Halaxy and then destroyed. You can learn more about Halaxy’s security here: https://www.halaxy.com/article/security

Please refer to are Privacy Policy for further information.

Please note that we do not provide forensic psychology services. This includes court-mandated treatment, preparation of court reports, or documentation intended for legal proceedings. If subpoenaed by a court of law, only existing clinical documentation will be released, in accordance with the request outlined in the subpoena.

For clients under the age of 18, it is our policy that both parents or all legal guardians are informed and aware of the child’s attendance at our practice for assessment or therapy.

If there are Consent Orders in place granting one parent sole legal responsibility for the child’s healthcare decisions, a copy of these orders must be provided to the clinician prior to the initial appointment.

If you have any questions or concerns about this policy, please don’t hesitate to contact us.

At Open Horizons Psychology, we accept referrals through a range of options, including:

• Medicare Better Access to Mental Health Care (MHCP)

• Chronic Disease Management Plan (CDM)

• Department of Veterans’ Affairs (DVA)

• Workcover

• Transport Accident Commission (TAC)

• Self-funded NDIS

• Private Health Insurance

• Self referral

• Other referring agencies

You can send referrals to us via:

• Email: info@openhorizonspsychology.com.au

• Phone: (03) 9466 8825

• Fax: (03) 94671188

If you have any questions or would like help with the referral process, feel free to contact us—we’re here to support you and your clients.

With a referral from your GP, you will be eligible for a Medicare rebate for up to 10 sessions per calendar year.  All sessions incur a gap fee as we do not offer bulk billing.

Confirmation of approval and a claim number is required to access psychology services for Workcover or TAC.  The total number of sessions provided will depend on the specifics of your claim.  There is a gap fee for appointments.

A referral from your GP is required to access psychology services via funding from Department of Veteran Affairs (DVA).  The total number of services provided depends on the specifics of your claim.  There is no gap fee for these services.

Typically, to be eligible for a rebate from your Private Health Fund Insurance you will need extras cover on your Insurance Policy.  The amount reimbursed will vary as this depends upon your Private Health Fund and your level of cover.  We recommend you contact your private health care insurer prior to your session to confirm your eligibility.

We provide treatment for NDIS under self-managed plans.

Fees are payable at the time of session.  If you are using a Mental Health Care Plan, your rebate will be processed the same day.  Medicare rebates will be deposited into your nominated account usually within 24-48 hours.

There is a clinic policy that a minimum of 48 business hours’ notice be provided when cancelling or re-scheduling an appointment.  It is understood that sometimes unexpected things happen.  If you are unable to attend the clinic, we are happy to change the consultation to telehealth, this supports you to have continuity and avoid a cancellation fee.

The cancellation fee is 50% of the consultation fee for less than 48 business hours and 100% of the consultation fee if there is less than 24 business hours notice.  Rebates are not available for cancellation fees.