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 using the following methods:
Online Portal: Book online by navigating to the Book Now page and selecting your preferred psychiatrist. Please note that not all psychiatrists are available via online booking.
Email: Email us at info@jaaspsych.com.au with your preferred date and time for the appointment.
Confirmation of Appointments
Once an appointment is scheduled, a confirmation will be sent via email or SMS. Please check the details carefully and confirm your attendance. Failure to confirm within 24 hours may result in the automatic cancellation of your appointment.
Advance Notice Requirement
We require a minimum of 48 hours’ notice for any cancellations, rescheduling, or changes to your appointment. This policy ensures we can manage our schedule efficiently and offer the appointment slot to another patient if necessary.
Cancellations and No-Shows
Early Cancellations (minimum 48 hours): If a cancellation is made with at least 48 hours’ notice, a $30.00 cancellation fee will be applied. This fee is charged directly by Halaxy, the booking management platform we use, and is non-refundable. The remaining balance of your prepaid fee will be refunded after this deduction.
No-Shows: If you do not attend your scheduled appointment and fail to provide prior notice, 100% of the consultation fee will be charged, and no refund will be issued. Exceptions may be considered in cases of documented emergencies or extraordinary circumstances, at the discretion of management.
Late Cancellations: Cancellations made with less than 48 hours’ notice will incur a charge of 50% of the total appointment fee. The remaining 50% will be refunded.
Rescheduling Appointments
If you wish to reschedule your appointment, please provide at least 48 hours’ notice. Rescheduling requests made with less than 48 hours’ notice may incur the same fees as late cancellations, unless exceptional circumstances can be demonstrated.
Payment for Appointments
Private Payments: All privately paid appointments must be paid in full prior to the appointment date. Payments for privately paid appointments are non-refundable, except as noted in our cancellation policy.
Payment Methods: We accept payment via credit/debit cards and bank transfers. Payments must be confirmed before the appointment.
Medicare Rebates: You may be eligible for a Medicare rebate. JAAS Psych will provide you with a receipt containing the necessary information for claiming a rebate. Please note that it is your responsibility to process any Medicare rebate claims, and eligibility is subject to Medicare’s terms.
Work Cover Payments: Full payment is required upfront for patients receiving treatment related to work cover claims. You are responsible for claiming reimbursement from your work cover insurer. We will provide the necessary documentation to support your claim.
Administrative Fees: Additional fees may apply for certain administrative services, such as frequent cancellation requests, rescheduling requests made without proper notice, or urgent requests for documentation.
Refund Policy for Prepaid Appointments
Timely Cancellations: If a cancellation is made at least 48 hours in advance, a $30.00 cancellation fee will apply. The remaining balance will be refunded.
Late Cancellations: Cancellations made with less than 48 hours’ notice will incur a charge of 50% of the total appointment fee. The remaining balance will be refunded.
No-Shows: No refunds will be issued for missed appointments without prior notice, except in cases of documented emergencies or extraordinary circumstances.
Documentation and Forms
All required documentation must be completed and submitted at least five business days prior to the appointment. Failure to do so may result in the cancellation of your appointment, with any fees or deposits forfeited.
Lateness Policy
Arriving Late (within 10 minutes): Please arrive on time. If you are late by 10 minutes or less, your appointment time may be shortened, but the full consultation fee will still apply.
More Than 10 Minutes Late: Arriving more than 10 minutes late will result in the appointment being treated as a no-show, and 100% of the consultation fee will be charged.
Video Consultations
Most consultations take place via video conferencing. To ensure the quality and confidentiality of your consultation, you are required to:
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Have a reliable internet connection with adequate speed.
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Use a working speaker, microphone, and camera. Please ensure your privacy during the consultation conference.
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Be in a quiet, private environment where the conversation can remain confidential and free from distractions or noise.
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Upon failure to meet these conditions, the psychiatrist reserves the right to cancel the session, and a cancellation fee (50% of the total appointment fee) will apply.
If technical issues arise due to the patient’s equipment or connection, the session may be shortened or terminated, and full fees will still apply.
Please note that while we take every precaution, video consultations may carry inherent risks, including interruptions and technical difficulties. You accept responsibility for ensuring your equipment and environment are suitable for the consultation.
Emergency Services
JAAS Psych is not an emergency service. Appointments may need to be booked several days or weeks in advance. If you are in crisis, please contact emergency services or your nearest mental health service immediately. In an emergency, dial “000”.
Lifeline: 13 11 14
Suicide Call Back Service: 1300 659 467
Beyond Blue: 1300 22 4636
Other services that may assist you in distress include:
Capacity Assessments Over Telehealth
We do not perform capacity assessments via telehealth. For accurate evaluations, we recommend you seek an in-person assessment at a local practice.
Consideration for Emergencies
We understand that emergencies or extraordinary circumstances may arise unexpectedly. If this occurs, please notify us in writing as soon as possible. Our management team will review your situation with empathy and discretion, and appropriate considerations will be made.
Impact on Treatment Plans
Frequent cancellations or rescheduling may negatively impact your treatment 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 are committed to improving 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 is reviewed annually and may be updated to reflect best practices and legal requirements. Any changes will be posted on our website, and your continued use of our services will indicate your acceptance of the updated policy.
Contact Information
For further inquiries or 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.