Hi everyone,

In the midst of so much uncertainty, we want to provide you with the information you need in order to navigate the changes we are making at Redstone Psychology. As a result of the pandemic, you now have the option of accessing Telehealth sessions. If you do not have any cold or flu symptoms, you also have the option of coming into the office for your session. Please read below for further details.

What is Telehealth?

Telehealth is a way of continuing to offer the same therapeutic services, but in an online format. Just like having a chat over Skype. Only, we will be using a different platform called ‘Coviu’. Coviu is linked to our patient database and billing system. Hopefully, this will make things as streamline as possible. You do not have to download anything. We will email you a link and you simply click on the link and follow the instructions.

What about confidentiality?

The same confidentiality rules and limitations that have always been in place still apply. Our psychologists will continue to work in individual rooms, where conversations cannot be overheard. One big advantage of choosing Coviu, is that it encrypts all the information that is transmitted and complies with the HIPAA guidelines for privacy.

Why are we moving to Telehealth?

Until recently, Telehealth sessions have only been available for individuals unable to access professionals at their premises (eg: in rural or remote areas). However, due to the risk of infection transmission during COVID, we are now allowed to offer these services to all our clients.

How do the online appointments actually work?

In some ways, the online appointments will be very similar to what you are used to. The steps involved are as follows:

1) You will receive an email before your appointment with a link to your session.

2) When you are ready (preferably at least 15-20 mins before your appointment is scheduled), click on the link and you will be taken to our virtual wait room- corona virus free and even has background music!

3) You will be asked to sign in with your name, take a photo and sign a consent form.

4) When your psychologist is ready, they will click a button on their end to invite you into the appointment.

5) If the session fails due to technical difficulties we will call you and continue your session over the phone.

That’s about it! A dual screen will appear, allowing you to see both yourself and your psychologist.

Any tips for making online sessions easier?

1. Allow a bit of extra time before the session to get set up and troubleshoot! There’s bound to be last minute things to organise… is your device charged or plugged in? Do you have a decent internet connection? Are you in a space where confidentiality can be maintained and you won’t get too many interruptions? Do you need to grab a cup of tea before we begin?

2. It’s likely that the sound will work a lot better for both you and your therapist if you have some headphones and a microphone. Anything from fancy gaming headphones, right through to just the ear buds with microphone that come with your mobile phone are fine. They will all improve the quality of the session.

3. If you can put your device on a table/surface in front of you, rather than be carrying it, the visuals improve dramatically. That will help make the communication a bit clearer.

4. As it’s not usual practice for you to be able to see yourself during sessions, you may find it more comfortable to minimise your own camera and view only your psychologist.

5. Keep expectations real. There’s bound to be teething problems. We will do everything we can to make these sessions comfortable, convenient and familiar. But we are still learning the process ourselves. Please let us know if something isn’t working for you and we will endeavour to keep improving the service we offer.

How do online sessions with kids work?

This is a question we are asking ourselves. A lot of the therapy we do with kids involves play. Significantly more difficult to do in this environment! We are going to try to get creative with some online games and have a few tools up our sleeves. There may also be a need to make sessions slightly shorter, particularly for younger kids who may find the intensity of online conversation confronting and exhausting. This will be different for each child/family and we will continue to have conversations with you about this. If you think a phone call would be preferable for your child please let us know.

How do fees and billing work?

At the end of your session, our receptionists will organise the invoice. Different payment methods apply depending on your situation:

Payment through Mental Health Care Plans:
Some individuals with a current MHCP may be eligible for Bulk Billing during this COVID season. If you have been affected by COVID-19, for example by losing your job, please talk to us about it. We will be able to bulk bill some people. In May 2020, we bulk billed all clients with a MHCP. In June 2020, we will return to the usual full fee paying arrangement unless you have individually negotiated with your psychologist.

Payment through an External Organisation:
If your sessions are generally paid for by an external organisation (eg: NDIS, Victims Services, Work Cover etc), our admin staff will just invoice and process those payments as usual. There’s nothing you need to do.

Paying privately:
If there is a payment owed by you (eg: through your private health cover, or a gap payment) there are three main alternative ways of making this payment:

1. We can process payments within Coviu or set up automatic payments through our booking software, linked to Coviu. This involves storing your credit card details on our system. Whilst this is a secure system, we understand if you do not wish for this to occur.

2. You can make a credit card payment over the phone by calling Julie and Linda on (0404 220 530).
3. We can send you an invoice and you can make a payment via direct debit details.

If you still have questions or concerns, please don’t hesitate to give our wonderful admin staff a call. Julie and Linda will continue to be available on our normal reception phone throughout business hours 0404220530.

Warm regards

Andrew Orenstein and the Redstone staff