Our Psychologist Appointments FAQs

Our Frequently Asked Questions (FAQ) section answers most of the commonly asked questions. If your query is not listed please send us your enquiry and we will provide an answer for you.

ABOUT DOCTORS ON DEMAND PSYCHOLOGIST APPOINTMENTS

Why see a psychologist through Doctors on Demand?

Doctors on Demand is an online service that provides patients with access to psychologists via video conference appointments. We provide a convenient and secure system for you to see a psychologist via video consultation at a time that suits you, from the comfort of your own home, or on the go with your mobile device. Our experienced psychologists are able to provide the care you need in a more efficient and patient-centric way. It is the perfect solution for time-poor patients and those unable to readily access support services for urgent but non-crisis conditions.

What are the benefits?

The ultimate benefit is better access to the support you need. Accessing mental health support via telehealth can fill the gap where face-to-face therapy is not available or accessible. It can also be a beneficial point to start for some patients who do not feel ready to speak to someone face-to-face. Telehealth for mental health provides effective and evidence-based care. Our practitioners are experts in their field who deliver high quality care in line with best practice guidelines for mental health.

ABOUT THE CONSULTATION

Is my consultation covered by Medicare?

Yes, if you have a current Medicare card and you have been referred by a general practitioner (GP) as part of a GP Mental Health Treatment Plan, then you may be eligible to claim a Medicare rebate for your psychologist consultation. The Mental Health Care Plan (Medicare item 2715) must be issued by your GP prior to your psychologist consultation.

To be eligible for an online Medicare claim through Doctors on Demand, you must If you have uploaded a valid referral and/or Mental Health Plan.

For factsheets regarding the  Telehealth items for psychologist consultations, please visit MBS Online.

Can I use this service if I am overseas?

No. Due to medico-legal reasons we are unable to offer Doctors on Demand video consultations to patients outside Australia.

Can international tourists use this service?

Yes they can as long as they are in Australia at the time of their consultation.

How do I book?

Simply go to our website and choose “Book an Appointment” – choose “Psychologist” – “Book a Psychologist”.  Choose an appointment time that suits you or choose “Request a video call”. If you have chosen a scheduled appointment time, simply complete the registration steps to confirm your appointment. If you choose “Request a video call”, the psychologist will contact you via email with a link – click on the link to login to your Doctors on Demand profile and choose from the available appointment times offered.

If you are a new patient, you will need to register on our platform. Registering is free and requires you to answer some general questions, just like any other health centre.

Doctors on Demand uses the OpenTok software platform for video conferencing.  Doctors on Demand support the following web platforms only:

Android: Chrome (83+) and Firefox (78+)

iOS: Safari (12.1+)

MacOS: Chrome (83+) and Safari (12.1+)

Windows: Chrome (83+) and Firefox (78+)

Doctors on Demand does not support any other browsers.  Please download one of the browsers listed above prior to using our service.

It is recommended a ‘Precall Test’ is also performed on the supported platform of choice to ensure the bandwidth requirements are suitable and any potential issues are identified. The URL for this is: https://tokbox.com/developer/tools/precall/results

Connection issues can occur if the Browser cannot access the camera or microphone. When prompted on a Browser  allow access to camera and microphone, please ‘Allow’ when entering the consult waiting room.

If you are using a personal computer, in addition to a good internet connection you will need access to a web camera and in some cases external speakers.

When can I book my video consultation?

Our psychologists are available by appointment or “on request”.   You can access our site at any time to book your appointment.  Our psychologists are available during business hours Monday-Friday.  Simply choose an appointment time that suits you or request an appointment with your preferred psychologist.

If you request an appointment, your psychologist will contact you via email link with their available appointment times. Simply click on the link, login to your Doctors on Demand profile and choose the appointment time that is most suitable.

What if my video consultation drops out?

There are several reasons why your video consultation may not connect or connects and then drops out. Poor internet connection can cause drop outs. Our minimum requirement is 3G capability, however, if the service drops below that then the video consultation may be lost.

If your connection with the psychologist is lost:

  • The psychologist will attempt to reconnect to the video consultation – you will be asked to re-join the session; OR
  • The psychologist will attempt to call you on the mobile number you have provided in your Doctors on Demand profile – please ensure that your phone number is correct. The psychologist call will be from a “no caller ID” number. Please be available to answer the call. In most instances, the consultation can be conducted via telephone, but if not appropriate, the psychologist may request you re-book another appointment.
  • If the psychologist is unable to contact you, he/she may cancel your appointment and ask you to re-book another appointment.

How much will it cost and how do I pay?

Our psychologist consultation fees vary depending on the psychologist’s qualifications and the length of the appointment booked.  Please refer to your preferred psychologist’s rates on their Doctors on Demand profile.  All applicable fees will be visible to you prior to confirming your appointment.

Once you have chosen an appointment time, you will be directed to our payment portal to make payment via credit card.

As covered in FAQ #3 you may be eligible for a Medicare rebate if you have been referred by a general practitioner (GP) as part of a GP Mental Health Treatment Plan.

Our business hours for the purposes of consultation fees are: Mon-Fri 8am-6pm AEST.

If your psychologist appointment is Medicare-eligible, we will submit an online Medicare claim on your behalf following your appointment.  Medicare will process the claim and pay any applicable rebate directly to your Medicare-registered bank account.  Alternatively, we can provide you with an invoice which you can claim directly through Medicare.

For customer service, we have staff available Mon-Fri 8.30 am – 5.30 pm AEST only.

What if the psychologist is running late? What if I need a longer appointment?

It is extremely rare for our psychologist to be late.  Your consultation does not start until both parties have joined the session.

What if I no longer need the appointment? Can I get a refund?

Video Consultations are paid for at the time of booking and are not eligible for a refund if you change your mind. If you cancel your appointment within 24 hours of the consultation start time, you will be charged 90% of the consultation fee.

Can I get a medical certificate through a psychologist?

Our psychologists do not provide medical certificates.  Please make an appointment with one of our experienced doctors to discuss your condition and request a medical certificate.  Your medical certificate will be emailed to you following your video consultation with a doctor.

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