Frequently Asked Questions

What is Telehealth?

Telehealth is a service that uses video calling and other technologies to help you see your healthcare provider remotely when you can’t see them in person. It’s kind of like FaceTime or Skype with your health professional.

Can you access mental health treatment via Telehealth?

Absolutely! Both adults and children can access therapy and some assessment services using Telehealth. 

What do I need?

You will need a tablet or computer with a camera and stable internet access. You can access Telehealth services via phone too. You will also need a quiet, private space. Headphones are helpful but not essential.

How does it work?

For a video session, you will receive an automated email 1 day before your session with a link to an online waiting room. Many different teleconferencing platforms can be used, but we usually use HealthDirect video conferencing, which is powered by Coviu. A few minutes before your session starts, you will click the link to enter the waiting room. Your clinician will then join you in your session. You will see and hear your clinician on your screen, and they will see and hear you. The session then proceeds much like a normal face-to-face session where you might talk, listen, work through resources, watch video clips, complete tasks, or explore new information. 

For a phone session, your clinician will call you at the time of your appointment. The call may come from a ‘private number’ if your clinician is working out of the office.

WHAT if there are TECHNICAL ISSUES?

Your first session may be a bit of a learning curve. The most common issues are due to poor internet connection. You can usually help this by disconnecting other devices using the same Wi-Fi or moving your device closer to your modem. If there are ongoing challenges with internet connection, your clinician can call you by phone for the audio component (and you will both mute the video session to avoid audio feedback).

Sometimes our clients aren’t very familiar with computer technology, and that’s ok. We are here to support you through the entire process.

What about for kids?

Telehealth for kids is similar to face-to-face sessions as well. Like in face-to-face sessions, the clinician is very interactive and there are a wide range of therapeutic play and intervention options, both online and in real life. Telehealth for very young children may require the parent to be present in the room as a co-therapist to support the child with self-regulation and manage any technical issues that occur. Parent consultations still occur at the start and/or end of the session. You can read our blog about telehealth for kids too!

How do I pay for my session?

Payment due on the day of the session. You can call us to pay over the phone. Alternatively, you will be emailed an invoice after the session to pay online or via bank transfer. Your clinician can rebook your next appointment at the end of the session, or you can book online or call us.

Do you have any more questions? Please ask your clinician or our friendly admin team. You will also find useful information in the automated booking notification email and the automated reminder email 1 day before the appointment.