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All services are delivered via an online video conference call.
You can attend the video conference session either alone, with family or supportive friends or with your referring doctor.
We are a private billing practice.
The only exception is bulk billing for an initial assessment for rural area patients, where an item number 291 has not been billed by any psychiatrist in the last 365 days prior to the assessment with a HelloDoc psychiatrist. Bulk billing is for initial general adult psychiatric assessments only, and solely at the discretion of our psychiatrists and their representatives (our administrative staff).
Bulk billing is not available for review appointments, and complex assessment including Attention-deficit/hyperactivity disorder (ADHD), attention deficit disorder (ADD) and Autism spectrum disorder (ASD), legal reports and other assessments triaged as “complex assessments” by HelloDoc team, as well as assessments for metropolitan area patients. These assessments will continue to be privately billed with Medicare rebates where applicable.
The private fee must be paid prior to the appointment but Medicare rebates are available.
Our administration team will help you understand the cost of appointments with psychiatrists prior to your attendance.
A deposit is required at the time of the booking , and remaining fee for appointment is to be paid 3 business days before the appointment (to ensure that funds are cleared by the time of the appointment, especially to be able to process Medicare rebate claims in a timely manner).
The fee can be paid via credit card (card surcharge applies), or via bank transfer. In case of bank transfer, there will be no surcharge. Patient will need to send a screenshot of “completed payment”.
Payment of the complete fee 3 business days before the appointment is your responsibility.
Non-payment will result in cancellation of appointment and cancellation fee applies.
Please contact our administration team, on admin@hellodoc.com.au or by calling 1300 959 942 for further information.
Patients who do not have a Medicare Card or the assessments which are not rebate-able by Medicare will be charged privately. Full payment is required at the time of booking.
Telepsychology charges vary for each therapist, please contact our administration team admin@hellodoc.com.au for further information.
Reminder
One day prior to your appointment you will receive an SMS reminder as well as an email reminder with a video link to your appointment. If you would rather not be emailed or receive SMS reminders, please contact the administration team admin@hellodoc.com.au to discuss an alternative.
Rescheduling or Cancelling
At our service, we prioritize exceptional practitioners whose schedules are often fully booked well in advance. Each appointment slot is reserved exclusively for your use, and if you need to reschedule, it’s important to remember that another patient may be waiting for the opportunity.
To ensure a smooth process, we kindly request that you notify us of any rescheduling or cancellation at least 2 business days prior to your scheduled appointment. Please note that the day of the appointment is not included in this notice period. For instance, if your appointment is scheduled for Thursday, we kindly ask that you reach out by close of business (5pm AEST) on the preceding Monday to avoid incurring a late cancellation fee. To facilitate this process, we do require a written email for your cancellation request, ensuring that the correct timing of your request is accurately recorded.
Rescheduling/cancelling an appointment more than 2 business days prior to the scheduled appointment, depending on the circumstance, may attract an administration fee of $25 (plus card surcharge).
Cancelling or rescheduling an appointment with less than 2 full business days’ notice prior to the scheduled appointment day will result in a fee of $180 (plus any applicable card surcharge).
To avoid this fee, it is important to provide at least 2 full business days’ notice prior to the scheduled appointment day, with the day of the appointment itself not being counted towards the notice period. Cancellations or rescheduling requests must be made in writing via email to be considered valid.
Deposit fee for some appointments, like complex reports and some complex assessments might be non-refundable if cancelled or non-attended.
The fees will be deducted from the debit/credit card used at the time of booking.
Failure to Attend, Late Cancellation, or Non-Attendance:
Whether the issue arises from your side or is due to a late cancellation, resulting in the inability to proceed with the appointment, or non-attendance, a fee of $180, plus any applicable card surcharge, will be incurred.
These fees will be automatically deducted from the debit/credit card that was utilized for the original booking.
Refunds
There will be no refunds for attended appointments, regardless of the outcome of the assessment/s.
Outstanding Debts
Unpaid debts will be officially registered and reported under your name. Moreover, in the event of a violation of our payment terms, we maintain the right to initiate the recovery process, which may entail the retrieval of collection costs. Please be mindful that any fees incurred during this process will be appended to the total amount owed for collection.
After your consultation, a comprehensive report is typically forwarded to your referring doctor. Kindly allow a reasonable timeframe of approximately two weeks for this process. It is essential to note that certain assessments may necessitate multiple appointments, and in such cases, the report may not be able to be shared until the assessment is completed.
Any requests received post-consultation for the transmission of the report to a different healthcare practitioner will be subject to a $40 administration fee.
Prior to the transfer of the report, we will request your completion of our Consent to Transfer Form and authorization for the $40 administration fee to be charged to your debit/credit card, or payment via EFT(electronic funds transfer).
Effective 10th November 2022
