Appointment Policy
Comprehensive Guidelines for Scheduling and Managing Appointments
Australia-Based
Our psychiatrists are located in Australia and governed by Australian law.
Online Appointments
Get access to telepsychiatry services from any eligible area.
Comprehensive Services
Our psychiatrists specialise in various fields and various age groups.
Scheduling Appointments
To schedule an appointment, you can contact us via the following methods:
Online Portal: Make a booking online by navigating to the Book Now page and selecting your referred psychiatrist. Not all psychiatrists are available via online booking.
Email: Send an email to info@jaaspsych.com.au with your preferred date and time.
Confirmation of Appointments
Once an appointment is scheduled, you will receive a confirmation via email or SMS. Please ensure that you check the details and confirm your attendance.
Advance Notice Requirement
We require a minimum of 48 hours’ notice for any cancellations or changes to your appointment. This helps us manage our schedule and provide access to other patients.
Cancellations and No-Shows
Early Cancellations (minimum 48 hours): If a cancellation is made at least 48 hours prior to the scheduled appointment, a $30.00 cancellation fee will apply. This fee is charged directly by Halaxy, the platform we use for booking management, and is not an administrative fee from JAAS Psych. The remaining balance will be refunded after deducting this fee.
No-Show Policy: If you fail to attend your appointment without providing prior notice, no refund will be issued.
Late Cancellations: For cancellations made with less than 48 hours’ notice, 50% of the total appointment fee will be charged. The remaining 50% will be refunded.
Rescheduling Appointments
Patients who wish to reschedule their appointments must provide at least 48 hours’ notice. Rescheduling requests made with less than 48 hours’ notice may be subject to the same cancellation fees as outlined above.
Payment for Appointments
Private Payments: All privately paid appointments must be paid in full prior to the appointment day. Payments for privately paid appointments are non-refundable.
Payment Methods: We accept various payment methods, including credit/debit cards and bank transfers. Payments must be confirmed before the appointment.
Medicare Rebates: You may be eligible for a Medicare rebate for part of the fees you pay us. We will provide you with a receipt that sets out the information you need to claim a rebate. It is your responsibility to process any claims for Medicare rebates.
Work Cover Payments: Full payment is required before appointments for patients seeking psychiatric treatment for work-related mental health issues. Patients are responsible for claiming reimbursement from their work cover insurer. We will provide the necessary documentation to support your claim.
Payment Plans: For eligible patients, we offer payment plans to spread the cost over a more manageable period. Please contact our billing department to discuss your options and determine eligibility.
Administrative Fees: Certain administrative services may incur additional fees, including but not limited to processing fees for cancellations or rescheduling requests and special circumstances fees for frequent cancellations or rescheduling.
Refund Policy for Prepaid Appointments
Timely Cancellations: If a cancellation is made at least 48 hours prior to the scheduled appointment, a $30.00 cancellation fee will apply. This fee is charged directly by Halaxy, the platform we use for booking management, and is not an administrative fee from JAAS Psych. The remaining balance will be refunded after deducting this fee.
Late Cancellations: For cancellations made with less than 48 hours’ notice, 50% of the total appointment fee will be charged. The remaining 50% will be refunded.
No-Show Policy: If you fail to attend your appointment without providing prior notice, no refund will be issued.
Documentation and Forms
All necessary documents and forms must be completed and returned at least five business days before any appointment. Failure to do so may result in the cancellation of your appointment and the forfeit of any deposit paid.
Lateness Policy
Arriving Late: Please arrive on time for your appointment. If you arrive 10 minutes late, your appointment time may be shortened, but you will still be charged in full.
More than 10 Minutes Late: If you arrive more than 10 minutes late, the appointment is treated as a no-show, and you will be charged 100% of the consultation fee (for which you will not be eligible for a Medicare rebate).
Video Consultations
Most consultations take place via video conferencing. Please ensure you have a reliable internet connection and a suitable environment for the consultation. Note that this technology has potential risks, including interruptions and technical difficulties.
Emergency Services
JAAS Psych is NOT an emergency service. Appointments may need to be booked several days or weeks in advance, and we cannot provide an emergency response. If you are in crisis, please contact your nearest emergency department or local mental health service. In an emergency, dial “000”. The following services may also be able to help you if you are in distress:
Lifeline (Telephone 13 11 14)
Suicide Call Back Service (Telephone 1300 659 467)
Beyond Blue (Telephone 1300 22 4636)
Capacity Assessments Over Telehealth
Currently, we are not performing capacity assessments via telehealth to maintain our high standard of accurate and reliable evaluations. If you require a capacity assessment, we advise seeking a local practice that conducts in-person evaluations.
Consideration for Emergencies
We understand that emergencies and unforeseen circumstances can arise. If you have extraordinary circumstances or face an emergency that affects your appointment, please inform us in writing as soon as possible. Our management will review your situation with empathy and discretion, offering due consideration.
Impact on Treatment Plans
Frequent cancellations or rescheduling can impact your treatment plan and overall progress. We encourage all patients to adhere to their scheduled appointments to ensure continuity of care and the best possible outcomes.
Feedback and Complaints
We value your feedback and strive to improve our services. If you have any concerns or complaints, please contact our Practice Manager. We aim to address and resolve all complaints promptly and fairly.
Review and Updates to Policy
This Appointment Policy will be reviewed annually and updated as necessary to reflect current best practices and legal requirements. Any changes will be posted on our website, and your continued use of our services will be deemed acceptance of the updated policy.
Contact Information
For any inquiries or further clarification regarding this policy, please contact us at:
Email: info@jaaspsych.com.au
We’re Not An Emergency Service
Telehealth services, including those provided by JAAS Psych, are not for emergencies. In case of immediate risk, dial 000 or visit your local hospital’s emergency department.
If you are seeking additional supports, please see below.
Lifeline
A national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.
Suicide Call Back Service
Suicide Call Back Service offers free professional 24/7 telephone counselling support to people at risk of suicide, concerned about someone at risk, bereaved by suicide and people experiencing emotional or mental health issues.
Beyond Blue
Whether you're seeking mental health information or 24/7 qualified support for you or someone else, Beyond Blue here for you.
headspace
headspace is Australia’s National Youth Mental Health Foundation, providing early intervention mental health services to 12-25 year olds.