Online Services FAQ's

• WHAT DO I NEED FOR THE ONLINE SESSION?

  PLEASE NOTE:  The platform Coviu is not your healthcare provider. Coviu is simply the technology powering your session.

  To use Coviu, you need a computer, tablet or smart phone, and reasonably stable internet connection. Your clinician will send you a link to your Coviu appointment via email before your appointment.

  The following are some information to support clients that is derived directly from the Coviu website: 

  1- GETTING STARTED

  There is no need to sign up with Coviu, you can click on the link provided above, then click on the big red button that says click here to 'join the call'.

  Once you click on the "join the call" you will be asked to take a selfie for identification as well as fill in your first and last name. This is so your clinician can identify you for security purposes.

  You will also be prompted by the browser to "enable camera and microphone" please click YES to enable.

  2- ESSENTIAL REQUIREMENTS

  Coviu needs 3 things to work perfectly: 1) Internet Connectivity 2) Device or computer 3) Browser (Google Chrome is preferred)

  In order to TEST for your Internet Connectivity or TEST Your Device, please click here.

  iOS devices (iPhone or iPad) - If you are planning on using an iOS device for your online session, please make sure it is updated and is running Safari 12+.

• WHO IS THIS SERVICE SUITABLE FOR?

  Online Services may be suitable for families seeking:

  PROFESSIONAL OPINION, GUIDANCE, PARENT COACHING & SUPPORT

  • Discussing concerns for guidance, advice and recommendations
  • Assistance in understanding the child's profile and presentation
  • Psychoeducation and training for managing challenging behaviours/ anxiety/ emotional development and regulation
  • Checking in to review child's progressing discuss future goals with their child's assessing psychologist.

  INDIVIDUAL / JOINT THERAPY & SCREENING

  • Child screening session prior to any formal assessments
  • Child Interview prior to any therapy commencement 
  • Individual Therapy sessions with a treating psychologist suitable for the child's needs and ability
  • Joint Therapy sessions (with parent/ caregiver present) depending on treatment goals

  **** PLEASE NOTE:  In the cases of young children (under 6 years old) or children with significant attention/ regulation issues, sessions may be reduced to a shorter duration (under 30 min) with a parent component making up the second half of the session, given the possible difficulties in engagement and sustained attention. 

  ASSESSMENTS (DIAGNOSTIC & CLINICAL/ BEHAVIOURAL)

  • Assessing learning ability/cognitive/ IQ level
  • Assessing  academic ability and performance 
  • Assessing social understanding and cognition
  • Assessing emotional insight and awareness 

• WOULD I STILL BE ELIGIBLE FOR REBATES?

  MEDICARE CLIENTS: 

  Clients with a referral from their General Practitioner or specialist (i.e. Paediatrician) may be eligible for some rebates under Medicare provided that they obtain a mental health care plan to see a psychologist or clinical psychologist (with a provider number).

  COVID-19 TELEHEALTH ITEMS

  Medicare rebates are currently available for tele-health/online sessions until March 2021 for clients with a mental health care plan in place. There are plans for medicare rebates for online services to become permanent. 

  CLIENTS IN REMOTE & RURAL AREAS

  Medicare rebates are available for tele-health/online sessions where the client is in a MMM4+ area (you can search for your address here- mainly includes remote/rural areas) or to those that meet the isolation criteria. 

  *** Please note: If a Medicare rebate is not available, your session will not count toward your 10-session limit for the year.

  NDIS CLIENTS

  Clients are able to choose the online option rather than face to face for their session and claim their session as per usual. Suitability will be determined by your treating clinician in agreement with you.

• HOW DOES BILLING WORK?

  Payments will be made via credit card on the same day as the appointment. The invoice will be automatically emailed to the client once payment is processed. ACPC uses the credit card supplied by the client when completing the required information prior to the initial appointment. Please note that additional Fees may apply (i.e. surcharge and processing fee).

• WHAT IF I CANNOT MAKE THE APPOINTMENT?

  Our clinic's booking system is set to send an email reminder 3 days prior to your appointment.

  The psychologist has set aside time specifically to see you, therefore please consider it a matter of courtesy that if for any reason you can't make your appointment or are running late, you contact us as soon as possible, you can also email: info@acpcpsychology.com.au, so we may offer your appointment time to someone else and find a time for you that works.

  As set out in the Professional Services Policy, the cancellation policy applies to all late cancellations (100% of consultation fee if less than 24 hours' notice or NO SHOW, 50% of consultation fee is less than 48 hours). 

• WHAT ARE THE BENEFITS OF ONLINE SESSIONS?

  Numerous studies and research has suggested that clients obtain similar outcomes with online therapy and can still establish and maintain a positive therapeutic relationship.

  Incorporating modern technology, all the benefits of psychological consultations are available in a way that suits your/ your child's schedule, needs and lifestyle. 

  The benefits include:

  • Accessibility to all clients regardless of location or differences
  • Convenience to both the client and the clinician
  • Eliminates Social Stigma associated with receiving support and therapy
  • Anonymity for clients to communicate more openly
  • Alternative ways to communicate for clients 

• WHAT ABOUT CONFIDENTIALITY & SECURITY?

  We use Coviu Software with secure end-to-end encryption, and sessions are never recorded. The same limits of confidentiality would apply in online therapy as in Face to Face therapy. 

  A BIT MORE ABOUT COVIU SECURITY & PRIVACY

  Without getting into the technicality of things, Coviu's Privacy Policy provides users with information about how “personal information” may be collected, accessed, used, stored, disclosed or otherwise handled by Coviu.

  Without getting into the tech in details, Coviu aims to answer some key questions  asked, in simple terms.

  1. Coviu does not store any clinical information that is exchanged in a call

  2.  All of the video, audio or shared documents in a call are transmitted directly between the participants (peer-to-peer) only and are fully encrypted
   
  3. Calls cannot be listened into by anyone except for the call participants

  4. Coviu only stores user signup information - patients don't sign up to join a consult

  5. None of the data that is exchanged in a video call is saved

  6. Coviu does not store the identities of a guest user - the snapshot and name is only taken to identify the guests to the users in a call

  For more information see Coviu's website.

• WHAT ABOUT OTHER SERVICES DELIVERED BY ACPC?

  In cases whereby online services are not ideal or suitable (collaborating with childcares/ preschools/ schools, other allied health professionals, specialists), Telehealth phone consultations/ email liaising services are also an option.