FAQ

There is nothing wrong with switching therapists. Sometimes people may do this if they feel it is not a ‘good fit’. But before you do, first consider why you want to change therapists. Next, it is always best to chat to the therapist and let them know you are thinking about seeing someone else (sometimes chatting about the ‘elephant in the room’ strengthens rapport and you may find that you don’t need to change). Think about what worked and what did not work and what you are looking for. In collaboration with the therapist (or our admin team or director) we will transition you to another practitioner.

Assessment:

• A consultant paediatrician or a consultant psychiatrist can refer under the Complex Neurodevelopmental Disorder MBS assessment items (previously HCWA).
• This can be for up to 8 assessment sessions (in a lifetime) across a range of allied health professionals including psychology (other allied health include, Occupational Therapist, Speech Pathologist, Audiologist, Optometrist, Orthoptist, Physiotherapist).
• Only 4 can be allocated per discipline at a time before a review with the referring practitioner (case conference, phone call, written correspondence etc) would be needed for more.
• Concurrent referrals to different allied health practitioners can be made.
• Eligibility has increased from 13 years to up to 25 years of age.
• An allied health practitioner (in consultation with the referrer) can make an interdisciplinary referral.
• Allied health assessment items can also be used for assistance with developing a treatment and management plan.
• You will need to pay for your full appointment costs at the time of your appointment and then you will receive a Medicare rebate (if the correct referral is in place). There is always an out of pocket cost as we are not a bulk billing provider

Treatment:

Medicare:

• Once a diagnosis of a Complex Neurodevelopmental Disorder has been made, and the consultant paediatrician or consultant psychiatrist has a treatment and management plan in place, they can refer to eligible allied health treatment practitioners (e.g., Psychologist, Occupational Therapist, Speech Pathologist, Audiologist, Optometrist, Orthoptist, Physiotherapist) for a total of 20 allied health treatment services (per lifetime)
• The paediatrician or psychiatrist can refer to multiple eligible allied health practitioner concurrently
• There is a maximum of 10 services per course of treatment.
• Eligibility has increased from 15 years of age to 25 years of age
• You will need to pay for your full appointment costs at the time of your appointment and then you will receive a Medicare rebate (if the correct referral is in place). There is always an out-of-pocket cost as we are not a bulk billing provider.

National Disability Insurance Scheme (NDIS):

The NDIS provides support to eligible people with intellectual, physical, sensory, cognitive and psychosocial disability. Early intervention supports can also be provided for eligible people with disability or children with developmental delay.

To access NDIS services and become a participant you must:

• Be an Australian citizen, or hold a permanent visa or a Protected Special Category visa,
• Reside in Australia
• Be aged less than 65 years old when initially entering NDIS
• Have a permanent disability that significantly impacts your ability to participate in everyday activities

To check if you are eligible click here go to www.ndis.gov.au/applying-access-ndis/am-i-eligible

If you meet the criteria and you would like to become a NDIS participant, call 1800 800 110 and ask to make an Access Request.

This depends on your presenting concerns, the complexity of your situation and any risk factors. Generally, patients attend weekly to fortnightly and then over a period of time, the gap between sessions lengthen.

Yes. We offer both in-clinic and Telehealth appointments. Some practitioners work entirely online, while others offer a mix of in-clinic and Telehealth appointments.

Home, school or other community-based appointments may also be available with some practitioners, depending on the service and location. Please contact us to discuss this.

This is usually to allow the practitioner time to write case notes, prepare for further appointments, provide progress letters to GP’s, and ‘as a buffer’ in case the session runs longer than anticipated and as to not disrupt the next patient.

If this is your first appointment, you will have been emailed a Patient Intake/Service Agreement Form and Verification code. To save time, please complete this BEFORE your appointment. If you can’t find the email, check your email junk box, still no luck! Contact 1300 366 614 or email info@thepsychologyhub.com.au to have another one resent.

• A psychiatrist has an MD and their primary mode of treatment is pharmacological. Psychologists do not prescribe medication, but offer talk based therapies in conjunction with any pharmacological intervention offered by your psychiatrist or GP.
• In Australia counselling is unregulated (whereas psychology is highly regulated). Unfortunately, this means almost anyone can call themselves a counsellor. Qualifications vary considerably (some may have a 2-day course while others a master’s degree).
  At The Psychology Hub we only hire counsellors who are ACA or PACFA members. Our Counsellors must have a Bachelors, Masters and/or Post-graduate Diploma.
• Psychologists have a minimum of 6 years training including supervised clinical practice and must be registered with AHPRA. Psychologists can gain endorsements in Australia by furthering their study and qualification (e.g., to become a Clinical Psychologist).

Yes. Psychologists with appropriate training and experience can assess and diagnose Autism and ADHD.

The Psychology Hub has practitioners who provide comprehensive Autism, ADHD and other developmental and cognitive assessments for children and adults.

Not every practitioner provides every type of assessment, so please use our Clinician Matcher or contact us to find the right practitioner.

For ADHD specifically, see our comprehensive ADHD assessments for children, teenagers and adults.

Yes. Some of our practitioners provide Functional Capacity Assessments (FCAs).

An FCA looks at how a person manages everyday activities and the support they may need. It is different from a diagnostic assessment.

Availability depends on the practitioner, so please use our Clinician Matcher or contact us to find someone who provides FCAs.

Some of our practitioners provide specialised assessments and reports, which may include court-related, medico-legal, parenting capacity, disability, capacity and other formal reports.

These services are practitioner-specific and must be arranged in advance. Please contact us or use our Clinician Matcher to find a practitioner who provides the type of assessment or report you need.

Yes. You are welcome to bring a support person, family member, carer or advocate if this helps you feel comfortable or communicate your needs.

There may be some situations where your practitioner recommends speaking with you alone for part of the appointment, particularly during an assessment or when privacy is important.

Yes. We provide both therapy and assessment services.

Sometimes the same practitioner may provide both, while in other situations it may be more appropriate for different practitioners to be involved.

Your practitioner can discuss this with you and recommend what is most appropriate for your circumstances.

Yes. You can ask, but your practitioner may not be able to complete every type of letter, form or report.

Whether they can help will depend on the purpose of the request, their professional role, scope of practice, knowledge of your circumstances, and whether they have enough information to provide the document appropriately.

Your practitioner may:

• agree to complete it
• ask you to attend an appointment first
• charge a fee for the time involved
• need additional information
• decline the request if it is outside their role or scope

Please make requests in writing and allow enough time, particularly for detailed forms or reports.

Yes. Psychologists with appropriate training and experience can assess and diagnose ADHD, and can also provide ongoing psychological treatment and support.

At The Psychology Hub, our ADHD assessments are comprehensive and individualised. We do not simply look at whether someone meets criteria for ADHD. We consider the whole person, including:

• developmental, medical, educational and personal history
• individual strengths and difficulties
• attention, executive functioning and everyday functioning
• co-occurring conditions and neurodevelopmental differences
• other possible explanations for the difficulties (differential diagnoses)
• mental health concerns such as anxiety and depression
• trauma and life experiences
• learning difficulties, sleep, stress and other factors that may affect attention and functioning
• information from parents, partners, teachers or others where appropriate

Our aim is to understand what is happening, what may be contributing to it, and what supports or interventions are likely to help.

Recommendations are tailored to the individual and may include psychological therapy, psychoeducation, executive-functioning strategies, environmental changes, parenting or family strategies, school or workplace supports, and other evidence-based non-medication interventions.

Psychologists do not prescribe medication. If medication is something you would like to explore, you can discuss this with an appropriately qualified medical practitioner, such as a GP, psychiatrist or paediatrician.

An ADHD diagnosis does not guarantee that medication will be recommended or prescribed. Any decision about medication is made independently by the treating medical practitioner after considering the person’s individual needs, health, circumstances, risks and treatment options.

Psychological and non-medication interventions are recognised as important parts of ADHD care.

Reputable Australian resources:

• Australian Evidence-Based Clinical Practice Guideline for ADHD
• Australian ADHD Clinical Practice Guideline – Executive Summary
• Australian ADHD Professionals Association – Non-pharmacological interventions

More detail: how our ADHD assessments work and what support can follow.

You can book an appointment online through the “Book Now” button on our website, use our Clinician Matcher tool (also available on our website) to find a practitioner who suits your needs, or call our team on 1300 366 614.

Depending on the practitioner, you may also be able to request a preferred day or time if it is not currently available, or ask to be added to their cancellation or waitlist.

At The Psychology Hub, we use Halaxy , a fantastic software that allows us to streamlines our services and minimises our paper trail. This software is also a platform for patients. It allows you to book online, manage your appointments and invoices, create a list of your practitioners and track your health. You can also enable access to your patient portal by family members, sync your Healthkit calendar with other iCal-enabled calendar and allow your practitioner to share case notes if they choose.

No. You can self-refer and book with us directly.

However, if you would like to claim a Medicare rebate, you will usually need a valid referral and Mental Health Treatment Plan from your GP, psychiatrist or paediatrician.

You do not need a referral if you are paying privately.

Due to the increasing number of clients cancelling with little notice, booking and not attending, or attending but having already exhausted their NDIS, Workcover or CTP funds, we now require a credit card on file which is used to cover such events. In the event the credit card has insufficient funds, we reserve the right to engage debt collection services.

The Psychology Hub has chosen not to renew its NDIS registration from June 2026. This decision was made due to the significant administrative and audit costs associated with maintaining registration.

We will continue to provide Therapeutic Supports and Early Childhood Intervention services to NDIS participants who are Plan Managed or Self Managed. Unfortunately, we are unable to provide services to Agency Managed (NDIA Managed) participants.

Yes. Medicare rebates vary depending on the type of practitioner and service provided. Clinical Psychologists, Registered Psychologists and eligible Accredited Mental Health Social Workers can provide certain services under Medicare, but the rebate amount may differ.

Counsellors and Art Therapists cannot provide services under Medicare, although some services may be claimable through Private Health Insurance depending on your fund and level of cover.

We do not bulk bill. If you are eligible for a Medicare rebate, you pay the full appointment fee first and the rebate is then claimed.

You can check current Medicare information and rebates through the Medicare Benefits Schedule (MBS) or Services Australia.

Check current Medicare mental health information

1. Check that Medicare has your bank account details (this can be done via MyGov. Your practitioner cannot do this for you)
2. If Medicare does have your bank account details then double check with your practitioner that they have processed the rebate (or consider looking at your invoice on the patient portal if you have signed up)
3. If your practitioner has tried to process the rebate and Medicare does not have your bank account details then you will need to provide Medicare with your bank details and receipt from your appointment (we cannot do this for you). Future Medicare rebates will be able to be processed with us once you have set up your bank details.
4. If none of the above work you will need to consider whether you have used up your mental health care or other plan limits or if your GP has correctly assigned an MHCP.
5. Check your therapist can provide Medicare rebatable services. Don’t forget that a counsellor or art therapist cannot provide Medicare rebates.

Usually, the referral documents from your GP is headed “Mental Health Assessment Plan” for an initial 6 sessions or “Review of Mental Health Plan” for 4 additional sessions. Usually, patients also sign the plan. If you are not sure ask your doctor to specify it is an MHCP, the number of sessions, presenting concerns, and their professional details including provider number.

If it says Brisbane Minds this is not the same as an MHCP

If it says Enhanced Primary Care Plan/Chronic Disease Management Plan and the GP has allocated a number of allied health sessions out of 5, this is also not an MHCP (but we do accept these and there is a small rebate for this type of referral. However, it is best to save these sessions for other allied health professionals since this may be the only rebate they can offer).

We use Halaxy to securely process card payments and Medicare rebates. Halaxy charges payment processing fees for these transactions.

Card surcharge rules are changing from 1 October 2026. We are reviewing how these changes apply to payments processed through Halaxy and will update our payment arrangements accordingly.

Current payment information is available in our Fee Schedule.

No. NDIS funding cannot be used for assessments where the purpose is to diagnose a condition such as Autism, ADHD or a Specific Learning Disorder.

Some assessments may be NDIS-funded when their purpose is to understand your everyday functioning and disability-related support needs, such as a Functional Capacity Assessment or, in some circumstances, cognitive/IQ testing.

If you are unsure whether the assessment you need can be funded through your NDIS plan, please contact us before booking.

We can provide eligible NDIS-funded services to participants who are:

• Self-managed
• Managed by a nominee
• Plan-managed

We cannot provide NDIS-funded services to participants whose funding is NDIA/Agency-managed.

Yes. Depending on the practitioner and the service required, we may provide services funded through schemes such as WorkCover, CTP, Comcare, DVA and other government, insurer or third-party programs.

Funding approval and practitioner eligibility can vary, so please contact us before booking if another organisation will be paying for your appointments.

It is important to make sure you have enough approved funding before receiving services.

If your NDIS funding, WorkCover claim, insurer, Plan Manager or another third party does not cover an invoice, you may be personally responsible for the outstanding fee.

Some funders also do not pay cancellation or no-show fees. If they do not cover these fees, you will be responsible for payment.

Your assessment report will include the results and scores that are relevant to understanding the assessment findings.

Psychometric test data and some test materials are restricted because they require specialist interpretation and may also be protected by test security and copyright requirements. For this reason, we do not routinely provide copies of all psychometric test scores or testing materials directly to clients or parents.

Where clinically appropriate and with the required consent, relevant test data may be provided to another suitably qualified psychologist.

If you require additional assessment information, please contact us to discuss your request.

Yes. With your written consent, we can provide relevant information from your file to your current psychologist or another health professional involved in your care.

Please provide:

• Your written consent for us to release the information.
• Details of the practitioner and what information is required.

An administration fee may apply depending on the amount of information requested.

We may contact you or the receiving practitioner if we need to clarify the request.

Yes. You can request access to the health information we hold about you.

Please send us a written request telling us:

• What information you would like.
• How you would like to receive it, for example by email, paper copy, or by reviewing it with your clinician.

We aim to respond to requests within a reasonable timeframe. More complex requests may take up to 30 days.

An administration fee may apply for the time required to locate, review, prepare or provide records.

In some circumstances, we may be unable to provide all or part of a record, for example where providing it could seriously affect someone’s health or safety, another person’s privacy, or where disclosure is restricted by law. If this occurs, we will explain this to you.

Of course, come back whenever you need!

It’s also a good idea to follow your relapse prevention plan (if you have one) to identify early warning signs, coping tools and when it might be a good idea to return to therapy. Just remember relapse or a recurrence of mental health difficulties is very common. You are not alone, there is no need to be embarrassed, and the sooner you get onto it, the faster we can get you back on the track to recovery