HELP CENTRE
Frequently Asked Questions
Every question here started with someone in your position, unsure how referrals, telehealth, or Medicare rebates actually work. Find clear answers below, or reach out if yours isn't covered.
Bookings & Appointments
Do I need a referral, and are you taking new patients?
Yes, you will need a referral from your GP to see a psychiatrist.
Yes, a number of our psychiatrists are accepting new referrals, including ADHD and ASD assessments.
We generally contact the patient within 5 business days after receiving the referral. Sometimes the details we receive from the referral are incorrect, and we have also experienced situations where referrals have gone ‘missing’ or are never sent to us in the first place.
Please contact us if you have not heard from us within 5 business days after sending your referrals. It is your responsibility to ensure that we have your referral, and to schedule your appointment.
Please note: We do not accept requests for urgent/emergency assessments. Please note above that your referral needs to be triaged by our team, which can take 5 business days or more.
How do I book?
Once we receive a valid referral from your GP, our team will match you with a suitable clinician and reach out to arrange your appointment.
How soon can I be seen?
Based on the average waiting times for thousands of appointments conducted by HelloDoc practitioners, our waiting time for new appointments, including ADHD/ADD/ASD assessments, is between 1-4 weeks.
We pride ourselves on having booked and completed hundreds of new assessments within one week of receiving referrals.
Please note: Although our waiting times could be really short, we do not accept requests for urgent/emergency assessments. Please note above that your referral needs to be triaged by our team, which can take 5 business days or more.
Can I choose my clinician?
Our team matches you with a clinician suited to your needs, and you’re welcome to let us know if you have a preference.
I have an existing diagnosis of ADHD and just need a script; can your psychiatrists do this?
Unfortunately, our psychiatrists are unable to issue any scripts via email or phone without a consultation/ assessment.
You will need to follow our usual process: get a referral from your GP and send it to us, then have your appointment with the treating psychiatrist.
If you already have a diagnosis of ADHD, please send any previous diagnostic reports or letters to us after booking your appointment but before your consultation with the psychiatrist.
Providing this documentation in advance helps our psychiatrists review your case and personalise to your ADHD treatment plan more effectively. While an initial consultation is still required, having existing reports may allow our psychiatrists to streamline the process or adjust the assessment as needed.
However, this is not guaranteed, as every individual’s circumstances and treatment requirements are unique. Your psychiatrist will carefully evaluate the information provided and determine if additional details or sessions are necessary to finalise your management plan.
Their recommendations, based on professional discretion, must be followed to ensure the highest standard of care. If further appointments are required, these will be discussed with you, along with associated costs and any Medicare rebate options.
At HelloDoc Psychiatry, we strive to provide personalised and comprehensive ADHD care. For further assistance, feel free to contact our team.
Telehealth
How does it work?
- You get a referral from your GP. You or your GP can send it to us via email, fax, or secure messaging. Email (referrals@hellodoc.com.au) or FAX 03 9001 0712.
- Our triage team reviews the referral and “matches it” with one of our psychiatrists.
- We will speak with you and discuss scheduling an appointment.
- If applicable, you pay the fee before the appointment.
- A day before your appointment, we send you a text reminder and an email with a video link for your video appointment.
- You attend your appointment with your practitioner. The practitioner discusses the management plan with you.
- Your practitioner sends a report to your referring GP, and/or prescribes medications if indicated.
- You follow up with your GP to go through the recommendations and management plans.
What services do you provide?
Our Psychiatrists offer assessments and management plans for all common mental health conditions, including but not limited to Anxiety, Depression, Trauma, Stress, PTSD, OCD, Mood disorders, Bipolar affective disorder, Schizophrenia, Borderline personality disorder, ADHD, ADD, and ASD assessments.
Our psychiatrists can also do Legal and forensic reports, DVA reports, work/occupational assessments, reports for medical procedures, and assessments for many other situations and conditions. Please speak to our admin staff if your inquiry is about anything else.
Is telehealth as effective as in-person appointments?
Yes. Telehealth allows for the same assessment, diagnosis and treatment planning as an in-person consultation, without the need to travel.
Can I access telehealth from anywhere?
Yes, our telehealth services are available Australia-wide, including metropolitan, regional, rural and remote areas.
Referrals
Who can provide a referral?
A referral is generally provided by your GP. In some cases, another specialist may also be able to refer you; our team can advise on the best pathway for your situation.
Can I send my referral online?
Yes, you or your GP can send your referral securely through our website, or via email or fax if that’s easier.
How long is a referral valid?
A standard GP referral is typically valid for 12 months. It’s your responsibility to ensure your referral remains current at the time of your appointment.
What if I don't have a GP?
If you don’t have easy access to a regular GP, HelloGP can help provide a referral via telehealth.
Fees & Medicare
What are the consultation fees?
Fees vary depending on the appointment type and treating clinician. Our team will confirm your exact fee before your booking is finalised.
How do Medicare rebates work?
Most consultations attract a partial Medicare rebate for eligible patients with a valid referral, though the amount depends on your consultation type and Medicare history.
Is bulk billing available?
HelloDoc psychiatrists have proudly bulk billed thousands of appointments since 2020. However, we are currently a private billing practice, with limited exceptions for specific cases.
When is bulk billing available?
Bulk billing is offered only for initial general adult psychiatric assessments under the following conditions:
- The patient resides in a rural area.
- An item number 291 has not been billed by any psychiatrist for the patient within the last 365 days.
- The decision to bulk bill is at the discretion of the treating psychiatrist and their representatives (our administrative staff).
What is not covered under bulk billing?
Bulk billing is not available for:
- Review appointments, including for those in rural areas.
- Complex assessments, including ADHD/ADD, Autism Spectrum Disorder (ASD), and other assessments triaged as “complex assessments” by the HelloDoc team.
- Legal or medico-legal reports.
- Assessments for patients residing in metropolitan areas.
How does private billing work?
All privately billed appointments must be paid in advance. Eligible patients can claim Medicare rebates after their appointment.
Our administrative team will guide you through the fees and help ensure you understand the cost before your appointment.
For more information or assistance, contact HelloDoc, your trusted telehealth provider for mental health care across Australia.
What payment methods do you accept?
We accept secure online payment by credit or debit card, with payment required in advance of your appointment.
Your Care
What happens in my first appointment?
Your clinician will take the time to understand your history and current concerns before working with you to build a treatment plan tailored to your needs.
Will you communicate with my GP?
Yes. We keep your referring GP informed throughout your care, so your treatment stays connected to the rest of your healthcare.
How is my information stored?
Your information is stored securely and treated as confidential, in line with Australian privacy and healthcare regulations.
What if I need emergency help?
HelloDoc does not provide emergency or crisis mental health services. If you or someone else is in immediate danger, please call 000. For urgent mental health support, you can also contact Lifeline on 13 11 14, available 24/7.
Get Started With HelloDoc Today
Expert psychiatric care is only a referral away, book your appointment or refer a patient today.