Frequently Asked Questions
Do I need a referral to book a session with a counsellor?
No, you do not need a referral to schedule a session with a counsellor. If you have been referred a Mental Health Care Plan by a GP, please note that this is not able to be used for rebatable sessions with a HeartWell counsellor.
Can I get a Medicare or Private Health Insurance rebate?
In Australia, counsellors are not part of the Medicare Benefits Scheme (MBS) so unfortunately Medicare or Private Health Insurance rebates are not applicable to our fee structure. While we are not able to offer rebated sessions, most patients find booking with a HeartWell counsellor much more cost effective than the out of pocket cost of counselling with a provider who accepts MBS rebates. Any questions, please get in touch via our contact form.
How does online counselling work?
First, select your preferred time and counsellor and book in a session via our online booking portal. On the day of session, you will receive an email that contains a link to the Zoom session along with a password to join. Simply click on the link at the agreed time and enter the password. Please join the call a minimum of 5 minutes before the scheduled time to ensure a prompt start. Please ensure you are in a quiet location to get the most out of your time with your counsellor. For privacy reasons, please do not be in a public location or in a space where interruptions are likely. For safety reasons, driving a vehicle during the session is strictly forbidden. If you have any questions or concerns about how online counselling works, feel free to give us a call on 0411870297
What are the fees?
The fee for a 50-minute one-on-one counselling session is $155AUD. Payment is required in full at the time of booking. Please be advised that pricing may be subject to change, so to check the current rates always refer to the fee listed when booking via the online portal.
What is the cancellation policy?
If you need to cancel your session, please advise us at your earliest convenience. To cancel your appointment, please do so via Halaxy. To be eligible for a full refund, we require a minimum 24 hours notice before the scheduled session time. If the session is cancelled less than 24 hours prior to the appointment, a 50% cancellation fee applies.
Do you offer pro bono sessions?
While we do work with a limited number of pro bono patients each year, we are currently at capacity. Our ability to offer pro bono sessions is thanks to the generosity of time and resources of our counsellors. If your financial circumstances are impacting your ability to receive the help you need, please email admin@heartwell.net.au to join the waitlist.
Do you work with NDIS patients?
Currently, we do not have counsellors who are registered as NDIS providers. If you have particular concerns or needs, feel free to get in touch via our contact form.