Frequently Asked Questions

Many people will experience changes in their mental health and wellbeing during the COVID-19 pandemic.

Some people will notice stress or discomfort relating to the pandemic and the impact of restrictions of their lives, while other people will experience a continuation, worsening or recurrence of previous mental health concerns.

At Launch Psychology most of our psychology appointments are currently via telehealth (phone or video consult). We think this is the best way to keep our clients and our community safe through COVID-19 while continuing to provide a high quality psychology service.

Here are some of the questions people have been asking us, and the answers.


What are telehealth psychology appointments?
Psychology appointments that take place over the phone or on a video conference are called 'telehealth' appointments.

Do I need to install an app?
No, there is no program or app to download or install. If you have a computer, phone or ipad with an internet connection it is as easy as clicking a link that is sent in the appointment reminder.

What telehealth platform do you use?
We use Coviu for our video appointments. Coviu is simple to use, and designed especially for telehealth appointments.

What if I prefer a phone call instead of a video appointment?
No problem. Let our reception team know and the psychologist will call you at your appointment time.

Referrals and rebates

Do I need a new referral to move from face-to-face to telehealth appointments?
No. A valid referral from your GP or other referrer will remain valid regardless of whether your appointments are face-to-face or via telehealth. This also applies to referrals from TAC, Workcover, BUPA, DVA, NDIS, AFLPA and some other organisations.

Will I receive my usual Medicare rebate for telehealth appointments?
Yes. If you would usually receive a Medicare rebate for a face-to-face appointment then you will receive the same Medicare rebate for a telehealth appointment. The Australian Government has introduced new Medicare guidelines for 2020.

Will I receive my usual rebate from my private health fund?
Yes, most private health funds are continuing to provide their usual rebates for psychology appointments via telehealth during the COVID-19 pandemic. Contact your fund to check on your specific circumstances.

Making an appointment

How can I make an appointment?
To make an appointment or find out more, contact our reception team via our contact form, or by calling (03) 8595 5294.

How long is the wait time?
We can usually offer an initial appointment within 2-3 days, or within a week if you request a particular psychologist. We have appointments available Monday to Saturday, including some evenings.