Question 1

Scheduling Your First Appointment

Accepted Answer

When making your first appointment we will usually schedule 6 sessions in order to reserve the clinic time-slot and ensure continuity of care. This means that you will receive a regular appointment day and time without having to re-book, change session times, or experience long periods between sessions.

You are not obliged to continue for all 6 sessions, and may cancel future sessions (subject to our cancellation policy) should you not wish to proceed with ongoing treatment. Changes to session frequency or session times can also be requested.

Question 2

Setting up an Online Client File

Accepted Answer

Once you have been offered an appointment or to be placed on the Bold Steps Therapy waitlist, you will be emailed a link to set up an Online Client File and electronically sign the Consent Form. It’s simple and takes about 5-10 minutes. This process creates an electronic file for you or your child and allows us to schedule appointments, send reminders, process invoices and Medicare rebates, as well as safely contain your private clinical notes and information.

At Bold Steps Therapy we try to reduce our carbon footprint and run a paperless office (where possible). We do this through the use of Halaxy, a medical practice software, for all of our administrative and financial management.

Question 3

Medicare Rebates and a Mental Health Treatment Plan (MHTP)

Accepted Answer

The Better Access initiative gives Medicare rebates to eligible people, so they can access the mental health services they need. This is done through a Mental Health Treatment Plan (MHTP) which is a referral provided by your GP, Paediatrician or Psychiatrist. An MHTP allows you to access up to 10 Medicare rebated sessions per calendar year (Jan-Dec). Bold Steps Therapy does not offer bulk billing services and all Medicare rebated sessions will incur a gap fee.
The initial referral is for 6 sessions, after which you will need to return to your referring doctor and request a re-referral for a further 4 sessions.

At the 6 and then 4 session intervals, Jo will write a brief review letter to your doctor advising them of your mental health presentation, treatment and any recommendations for further treatment. Jo will also provide your referring doctor with a discharge letter when your treatment is complete.

Please note, it your responsibility to keep track of your sessions and update your MHTP as needed. You can check how many sessions you have used and have left by reviewing your paid invoices.

Question 4

Session Fees and Rebates

Question 5

National Disability Insurance Scheme (NDIS)

Accepted Answer

NDIS provides funding for people with a diagnosed disability to access supports based on their individual needs and goals. These needs and goals are usually outlined in their NDIS Plan. Children, young people and adults who have access to NDIS funding may wish to use this to pay for therapeutic support and training. NDIS funded therapy is usually targeted towards emotional, social and behavioural development for improved mental well-being and may be delivered in the form of:

·        Parent psycho-education and support
·        Individual emotional or social skills training
·        Mental health treatment due to co-morbidity of neuro-developmental disorders (E.g. ASD and Social Anxiety Disorder)
·        Family therapy for improved relationships and/or behavioural challenges

If you plan to use NDIS funding for your or your child’s treatment, please let us know.

If your NDIS Plan is managed by an agency, we will invoice your Plan Manager directly who will make payment to us from your NDIS funds.

We are happy to provide NDIS progress-review reports as part of your treatment. Reports are billed at a fixed rate of 120 minutes. Please let us know 3-4 weeks prior to your planned NDIS review meeting. This allows us time to schedule a parent review session (if appropriate) and to write an individualised and professional report.

Question 6

Cancellation Policy

Accepted Answer

We kindly ask that you give us as much notice as possible if you need to cancel or reschedule your appointment.

Cancelled or missed appointments with less than 48 hours of notice will attract the full session fee.

Please note, you cannot claim the Medicare rebate for unattended sessions. NDIS may fund some cancelled sessions, however it is important that you manage the amount of cancellations allowed within your individual NDIS Plan.

To help you manage your appointments, we send an email and also a reminder text message, which will ask for a Y/N confirmation. While we happily provide this service, please note that remembering your appointment time is your responsibility.

Please note that, due to the high demand for appointments, clients who frequently cancel or reschedule within or outside of the 48-hour notice period, may be discharged from treatment. This ensures we can offer appointments to people waiting to access therapy and run a sustainable practice.

Question 7

Telehealth

Accepted Answer

With Telehealth now a permanent, flexible option for service delivery, Bold Steps Therapy is happy to offer Telehealth using Zoom.  Recording sessions is not permitted. We also ask that you do not have other people present during your Telehealth session unless agreed to by your therapist.

Telehealth can be a great option for people who struggle to attend in-person sessions as well as for the occasional session if you are sick, have other commitments, or are travelling away from home. A Zoom meeting link will be send to you via SMS and email appointment reminders.

Question 8

Waitlist

Accepted Answer

Due to the current high demand for mental health treatment, we may not be able to offer you an appointment at the time of your enquiry, and instead offer the Bold Steps Therapy waitlist service.

If you accept an offer to be placed on the Bold Steps Therapy waitlist, you will be asked to complete the Online Intake Form and Consent Form so that we can set up an electronic client file. Once completed, you will be sent a letter confirming you have been added to the waitlist. We will then contact you by email or phone when as soon as session time becomes available.

You are welcome to enquire about your place in the waitlist at any time. Should you no longer need mental health treatment, or decide to access it elsewhere, we kindly ask that you that inform us by phone or email so we can remove you from the waitlist.

Question 9

Payments and Invoicing

Accepted Answer

Payment is due in full on the day of your appointment. Payment can be made by credit card using our online payment system (Halaxy) or by direct bank transfer.

At Bold Steps Therapy we’ve taken the hassle out of payments by setting up an Autopay system on Halaxy. By registering your credit card details, we can quickly and easily process payment at the end of your appointment. The credit card fee is shared equally with 50% been covered by the client and 50% by Bold Steps Therapy. The average cost to you will be approximately $2.00-$2.50.

At the same time, we can electronically submit your Medicare claim for you, with your rebate paid directly into your nominated bank account, usually within 1-2 days. An automated invoice receipt will be emailed to you when the payment is processed.

Clients who have managed NDIS funds may provide us with the details of their Plan Manager or Agency and we are happy to invoice them directly.

Your security is important to us, and all credit card and bank details are encrypted on Halaxy. Please see the link for more information about credit card security https://blog.halaxy.com/halaxy-card-security-faqs/ (https://blog.halaxy.com/halaxy-card-security-faqs/)

Question 10

Medicare Safety Net

Accepted Answer

Allied mental health treatment is a service which is eligible for the Medicare Safety Net. This means that the out-of-pocket payments for Medicare rebate sessions at Bold Steps Therapy count towards your Medicare Safety Net.

The Medicare Safety net refers to your combined out-of-pocket expenses or gap payments on Medicare services (mental health, medical and health) that accrue over the calendar year. Once you or your family have reached the Medicare Safety Net threshold, Medicare will pay 85% of your out-of-pocket payments for the remaining a calendar year (meaning the rebate you receive increases). For more information, please phone Medicare or visit the website

https://www.humanservices.gov.au/customer/services/medicare/medicare-safety-net(https://www.humanservices.gov.au/customer/services/medicare/medicare-safety-net)

Question 11

Claims on private health insurance

Accepted Answer

Policyholders with appropriate ancillary/extras cover with some private health insurers can claim benefits for services delivered by Accredited Mental Health Social Workers. However, not all private health insurance funds recognise services provided by an Accredited Mental Health Social Worker under extras psychology/mental health. It is recommended that you check directly with your insurance company for clarification.

Below is a list of insurance providers who recognise services provided by Accredited Mental Health Social Workers.

The benefit amount, annual limits, waiting periods and other conditions vary depending on the individual private health insurer and the level of cover. Below are a list of private health insurers who

• HCF 
 • Bupa
 • Teachers Health (including UniHealth and Nurses and Midwives Health)
 • Doctors' Health
 • St Lukes Health Insurance 
 • Phoenix Health Fund
 • TUH - Teachers Union Health Fund 
 • Medibank

Question 12

Privacy and Confidentiality

Accepted Answer

Jo is an accredited Mental Health Social Worker and a registered member of the Australian Social Work Association, and is bound by the 2014 Australian Privacy Principles (APP) from the Privacy Amendment (Enhancing Privacy Protection) Act 2012 and the Privacy Act 1988.

Bold Steps Therapy strictly follows the APP recommendations on how private health service providers must:

·        collect, use, disclose and store your personal information 
·        uphold your rights to access, or correct, your personal information
·        uphold your rights to make complaints about breaches of privacy

What this does is assure you that:

·        Notes taken during your session are recorded electronically and cannot be accessed by anyone other than the Practitioner who wrote them

·        Your sensitive data (e.g. address, date of birth, and phone number) is stored safely and not exchanged with, or accessed by, any person or business outside of Bold Steps Therapy.

·        The therapeutic relationship is protected by confidentiality which means what you say in session, stays in session. Jo will not share any of your private information or conversations with your partners, workplaces or (unless by lawful order) courts. Please note that, in exceptional circumstances where Jo deems you or someone else to be at real [and immediate] risk of physical harm, your confidentiality may be compromised.

·        The principles of confidentially in therapy apply to children and teenagers as well. Of course, as children and teenagers are minors, if something important or serious emerges in session, Jo will use her clinical judgement about how and when to involve parents, in a responsible and compassionate manner. Similarly if child or teenager discloses information that is considered reasonable grounds for suspected child abuse, a mandatory report will be made.

·        Jo will only collaborate with schools or other professionals with the consent of an adult. Although not a legal requirement, Jo practices within the ‘rights of the child’ framework. This means that, in addition to parental consent, Jo will (where appropriate) seek the consent of clients aged between 12 and18 years, before engaging with schools or other professionals.

·        You will need to electronically sign a Consent Form acknowledging our mutual rights and responsibilities prior to commencing treatment.

Question 13

Crisis and Emergency Contact

Accepted Answer

Please note, Bold Steps Therapy does not provide an emergency service. Should you wish to be seen immediately, or if you or a family member feel unsafe, please discuss this with your GP, attend your local emergency department or contact your local psychiatric crisis assessment.

Please do not telephone, email or text message Bold Steps Therapy in the event of an emergency. There are telephone and online support services for people affected by urgent or emergency mental health issues, available here:

https://www.health.vic.gov.au/mental-health-services/telephone-and-online-services(https://www.health.vic.gov.au/mental-health-services/telephone-and-online-services)

Question 14

Locations

Accepted Answer

Bold Steps Therapy practises out of two locations:

• 473 Melbourne Road, Newport, 3015
 • The Cotton Mills, 91 Moreland Street, Footscray, 3011

Clients aged 12 years and under are seen at the Footscray clinic only.

Please note that thTehh The Footscray clinic is accessed by three flights of stairs, with no elevator. If you or your child have mobility challenges please discuss this with us and make arrangements to be seen at the Newport clinic

Getting Started