Frequently asked questions
Answers about getting started, sessions, fees and privacy
Clear information about booking, Medicare, telehealth, assessment, technology and cancellations — written plainly.
General
Who does Heartland Health work with?
Children, adolescents, adults, parents and caregivers. The practice is neuroaffirming and LGBTIQ+ friendly, and welcomes people from diverse backgrounds and circumstances.
Where are services provided?
In person at the clinic at 4B, 24–28 Corporation Circuit, Tweed Heads South NSW 2485, and by secure telehealth across Australia. See Telehealth & Digital Services for information about suitability.
Do you offer telehealth?
Yes. Secure telehealth is available across Australia. Not every service or situation is suitable for telehealth. Psychological assessment for children and adolescents is conducted in person only.
Do you see children and adults?
Yes — children, adolescents and adults. Therapy and support for children and adolescents may be in person or by telehealth depending on suitability; their assessments are in person only.
Do I need a diagnosis before seeing a psychologist?
No. You can seek psychological support without having a diagnosis or knowing exactly what is happening. If you are seeking a Medicare-subsidised service, however, Medicare has its own eligibility and referral requirements.
How do I know if Heartland Health is the right service?
Make an enquiry and tell us what you’re looking for. We’ll let you know whether Heartland Health is likely to be a good fit. If Heartland Health is not the right service for what you need, we can let you know where another service may be more appropriate.
Therapy
How often are appointments?
Appointment frequency depends on your goals, circumstances, clinical needs and what is manageable. Weekly or fortnightly appointments may be appropriate for some people, while others may attend less often or change frequency over time.
How long is a session?
Standard psychology appointments are 50 minutes.
How long does therapy last?
There isn’t a prescribed number of sessions. Some people find a few focused sessions are enough; others benefit from longer-term support. We review it together as the work goes on.
What therapeutic approaches do you use?
Evidence-informed approaches include CBT, ACT, DBT-informed strategies, mindfulness, and strengths-based, person-centred, trauma-informed and neuroaffirming work.
Approaches are selected collaboratively according to your needs, goals and circumstances. No single approach suits everyone.
Can I stop therapy whenever I want?
Yes. Psychological care is voluntary. You can pause, stop or change direction at any time.
Can you prescribe medication?
No. Psychologists do not prescribe medication or conduct medication reviews. Those questions are best discussed with your GP or a psychiatrist.
With your consent, communication with your GP can help coordinate your care.
Assessment
What types of assessment do you provide?
ADHD assessment, autism assessment, learning, academic and specific learning difficulties assessment, cognitive assessment, behavioural, emotional and social assessment, focused psychological assessment, and combined or comprehensive assessment.
Do children need to attend in person?
Yes. Psychological assessment for children and adolescents is conducted in person only.
Can adults complete assessment by telehealth?
Some parts of an adult assessment may be completed by secure telehealth where the assessment method supports it. Other components need to be completed in person.
What does an assessment involve?
Assessment usually involves an initial interview and history, clarification of the referral question, appropriate interviews, questionnaires, observation and/or direct assessment, review and interpretation of findings, a written report and recommendations, and a feedback session. The exact process depends on the assessment pathway.
How long does an assessment take?
It varies with the pathway, the referral question and complexity. The expected steps and timing are discussed before the assessment begins. Report timing depends on complexity, scope, the measures used and the information involved, so no fixed turnaround is promised.
How much does assessment cost?
Indicative private fees range from $1,320 for a focused psychological assessment to $3,840 for a combined or comprehensive assessment. Fees vary according to the assessment pathway, age, referral question, scope and complexity, and are confirmed before assessment begins.
Can an assessment guarantee a diagnosis?
No. An assessment cannot guarantee a particular diagnosis or outcome. Findings are considered in context using the information available, and no single questionnaire, test score or observation determines a diagnosis. Sometimes further assessment or input from another professional may be recommended.
Do you provide reports?
Yes. Assessment pathways include a written report and recommendations, followed by a feedback session. The report and its intended recipients are discussed as part of the assessment process.
Do you provide forensic or court reports?
No. Heartland Health does not provide forensic assessments, court or Family Court reports, custody or parenting-capacity assessments, expert witness reports, medico-legal reports, or other assessments primarily intended to provide expert opinion to a court, tribunal or legal body.
Fees & funding
How much is a therapy appointment?
The current standard private therapy fee is listed on the Fees & Funding page.
Can I see you without Medicare, DVA or NDIS funding?
Yes. You can attend privately without a Medicare, DVA or NDIS funding pathway. Current private fees are listed on the Fees & Funding page.
Do you accept Medicare?
Medicare rebates may be available for eligible psychological treatment under Better Access. A valid referral is required. Common pathways include a GP or prescribed medical practitioner managing a Mental Health Treatment Plan (MHTP), a psychiatrist under a psychiatrist assessment and management plan, or a direct referral from a psychiatrist or paediatrician.
Eligible clients can generally access up to 10 individual Better Access mental-health treatment services in a calendar year. The initial course can include up to 6 services, with a new referral required for a subsequent course. Unused services on a referral may be used in a later calendar year but count toward that later year’s limit. Medicare determines eligibility and claiming requirements.
Services Australia — Mental health care and Medicare (opens in a new tab)
Do I need an MHTP for Medicare?
Not necessarily. A valid Better Access referral is required, but an MHTP is one pathway rather than the only pathway. A psychiatrist assessment and management plan, or a direct referral from a psychiatrist or paediatrician, may also apply.
Do you bulk bill?
No. Heartland Health is a private practice. The full fee is payable at the time of the appointment, and any eligible Medicare rebate is claimed separately.
Do you accept DVA?
Heartland Health accepts DVA-funded psychology appointments for eligible clients where the relevant Veteran Card coverage, referral and treatment requirements are met. Your GP can help with referral to a psychologist where required. Because DVA eligibility and treatment arrangements can change, please check your individual coverage with DVA and your referring practitioner. Psychological assessment at Heartland Health is ordinarily privately funded.
Department of Veterans’ Affairs — Mental health support services (opens in a new tab)
Do you accept NDIS? Are you NDIS registered?
Heartland Health accepts self-managed and plan-managed NDIS participants where the psychological service is appropriate to the participant’s plan, goals and applicable NDIS requirements. Heartland Health is not an NDIS-registered provider, so NDIA-managed NDIS funding is not accepted.
The practice does not provide NDIS functional capacity assessments or specialist NDIS assessment services.
NDIS — How to find and choose a provider (opens in a new tab)
Can private health insurance provide a rebate?
Some private health insurance policies provide psychology rebates. Eligibility, rebate amounts, waiting periods and annual limits vary between insurers and policies. Please check directly with your health fund before your appointment if you intend to claim.
What is the cancellation policy?
At least 24 hours’ notice is required to cancel or reschedule a private, Medicare or DVA therapy appointment without a fee. With less than 24 hours’ notice, or for non-attendance, a cancellation fee may apply. Medicare and DVA do not fund missed appointments, so any applicable cancellation fee is privately payable by the client. Assessment appointments require 48 hours’ notice under the separate assessment arrangement.
Assessment appointments have separate arrangements under the Assessment Service Agreement.
Privacy & technology
How is my information handled?
Your information is handled in accordance with applicable privacy and professional obligations, and is described in the Privacy Policy. Confidentiality has professional and legal limits, which are explained to you as part of consent.
Who can receive information about me?
Your information is treated confidentially and is only disclosed with your consent or where disclosure is permitted or required by law. This can include limited circumstances involving serious and imminent risk, legal requirements, or other exceptions recognised by privacy law. The circumstances and limits of confidentiality are explained during consent and described in the Privacy Policy.
What is the secure client portal?
Bookings, intake, consent, invoicing and secure messaging are completed in the practice management system rather than on this website. This website does not collect or store clinical information.
Is technology used to help with notes?
A secure AI-assisted clinical documentation tool may be used to help prepare session notes. It supports documentation only. It does not make clinical decisions, provide treatment or determine risk, and all notes are reviewed by the psychologist.
How this works, and your choices about it, are set out in the Privacy Policy and Informed Consent information.
Is email suitable for clinical information?
Email can be used for administrative enquiries and reasonable care-related communication, but ordinary email has privacy and security limitations and is not monitored continuously. More sensitive information may be exchanged through the secure client portal or another appropriate method where practical. Email should not be used for urgent or crisis support.
Can I access my records?
Yes. You can request access to health information held about you. Requests are handled in accordance with applicable privacy requirements and the Heartland Health Privacy Policy. In limited circumstances, access may be restricted where permitted by law, and any applicable limitation will be explained.
Urgent support
What should I do in an emergency?
If you are in immediate danger or require emergency assistance, call 000 or attend your nearest emergency department. Lifeline is available on 13 11 14.
Does Heartland Health provide crisis support?
No. Heartland Health is not an emergency or crisis service, does not provide 24/7 support and does not monitor calls or enquiries continuously. The Urgent & Crisis Support page lists services that can help at any hour.
Complaints
What if I’m unhappy with my care?
You are welcome to raise a concern directly with Heartland Health so it can be considered and addressed where possible. You may also contact an appropriate external complaints body, and you do not need to complain to Heartland Health before doing so. Raising a concern or complaint will not affect your right to be treated respectfully or fairly.
Client rights
Care should be informed, respectful and collaborative
Your rights as a client
You have the right to understand the service you are receiving, its fees, its likely benefits and any limits to privacy before deciding whether to proceed. You can ask questions, make your own choices, request reasonable adjustments, involve a support person, seek another opinion, or pause and end therapy.
Your personal information must be handled carefully, and your identity, culture, values and circumstances should be treated with dignity. You may request access to your health information and raise a concern or complaint without it affecting the standard of care you receive.
Getting started
When you’re ready to begin
If you’re unsure whether Heartland Health is the right fit, you can make an enquiry. If you’re ready to proceed, bookings and intake are completed securely through the practice management system.
If you need immediate support
Heartland Health is not an emergency or crisis service. If you need urgent support, call 000 or contact Lifeline on 13 11 14.
There are services available around the clock, right across Australia — including Lifeline, Beyond Blue, Kids Helpline, 13YARN, QLife and state mental-health lines.