Face to Face Appointments 2021
In line with current DHHS guidelines, the following rules will be applied for all clients and those who accompany them when attending the clinic for a face to face appointment. Any person not complying with the processes in place will be asked to leave the clinic.
All persons attending the clinic must:
Not attend if feeling unwell or have symptoms consistent with COVID-19
Wear a face mask at all times
Provide their name and contact number for tracing purposes
Use sanitiser as provided at the clinic
Adhere to social distancing measures (1.5 metre distance)
During sessions all clients must:
Wear a face mask for the duration of the session
Adhere to social distancing measures (1.5 metre distance)
Use sanitiser as provided by the clinic
The following steps have been put in place to ensure the safety of all visitors to the clinic:
All staff will be wearing face masks for the duration of the session
Waiting areas will be sanitised regularly
All consulting rooms will be sanitised at the end of each session
A register of all visitors will be kept and provided to DHHS if required for the purposes of contract tracing
Anyone not complying with the processes in place will be asked to leave the clinic
IIf you had scheduled an appointment but are unable to attend due to feeling unwell please contact Claire to reschedule. No cancellation fees will be applied if you are unwell.
Accessing Remote Services
Two forms of remote sessions will be offered:
Telehealth (online video)
For telephone appointments I will ring your nominated contact number at (or as close as possible to) your scheduled appointment time. Any client calls will come from 0432 395 291.
If calls are not answered I will attempt to ring again within 5 minutes. Please do not try and ring back if you miss the call. After a second attempt at ringing I will send a text message to the nominated number asking whether you want to proceed with the appointment. If you wish to proceed please text back ‘yes’ and I will attempt to ring again. If no response to the text is received within 20 minutes the appointment will be considered to have been cancelled and can be rescheduled for a later date.
Telephone appointments will not be conducted on loudspeaker to ensure confidentiality, however you may use headphones if that is required.
Telehealth will be delivered via the Coviu platform (coviu.com). This platform has been recommended by our professional body. At this time, other video-conferencing options such as skype, facetime or zoom will not be used. This may change depending on the demands on technology and any changes will be discussed directly with each client and notified here.
Coviu requires clients to have:
a reliable internet connection
a webcam (most devices have a built in webcam)
a working microphone
an email address
Web browser (Safari 12+, Firefox, Google Chrome)
To access sessions via Coviu, you will be sent an email link from . You do not need to download any software for this program. This email will be available before your appointment time. If you do not receive this email please check your spam or junk email box before contacting me.
Once you receive your link, at the time of your appointment please click on the link. You will not be able to enter into the virtual consult room until the time of your scheduled appointment, however you may be added to the ‘waiting room’ which will alert me that you are waiting. Please remain in this waiting room until your appointment is activated.
Prior to your appointment you will be asked to take a photo of yourself and enter your name. You will also be provided a consent form to read and agree to before starting your appointment.
Once both parties are in the virtual consult room the session will commence as usual.
For every session, please ensure you:
are in a quiet place
have requested all other members of your household to allow you privacy for the duration of the session
do not have tv, music, radio or similar playing in the background
If more than one person will be involved in the session, please ensure that all participants are visible on the webcam at all times to ensure your confidentiality.
I will be contacting all clients with a current appointment time to ask their preference of session delivery. Please provide this information as soon as possible to ensure emails are able to be sent for telehealth. The method of delivery for all future appointments will be decided at the time of booking.
Frequently Asked Questions (FAQs)
Can I attend for a face to face appointment if I request it?
No, unfortunately all appointments will be delivered by telephone or telehealth for the foreseeable future. I will not physically be on location at Wallace Avenue Specialist Suites.
Do I need a mental health care plan for telephone or telehealth?
Yes, at this moment Medicare still requires you have a valid mental health care plan to access bulk-billed appointments. If you do not have a valid mental health care plan your appointment will be postponed until one is obtained.
Can you do phone appointments if I don’t have access to a computer or tablet?
Yes, you can request a phone appointment by contacting Claire if none is already arranged.
What if I don’t confirm my appointment via my appointment reminder text?
Your appointment will be automatically delivered by telephone if you haven’t responded, unless you have discussed this with Claire directly before your scheduled appointment time.
What if I am not in my home during my appointment time?
Appointments can only be provided by telephone or telehealth if you are in a private and quiet location. This is to ensure your confidentiality is protected. If you are not going to be home or in a private place at the time of your appointment please contact Claire to reschedule or use the online booking system.
Are you taking new clients at the moment?
Yes, however there is a waiting period for new clients of approximately 3 weeks. It is estimated that you will be provided an appointment time that is within four weeks of your referral being received. No appointments will be provided until a valid referral has been received.
What happens if I am referred for an assessment?
Assessments can continue, however no computer-based testing will be available. Alternate arrangements are being made and can be discussed with Claire directly during your session.
Will my treatment continue as planned?
For the most part treatment can be delivered via telephone or telehealth as normal. However, some small changes might have to be made to ensure that treatment remains safe and productive for the time being. Any changes will be discussed with clients and all efforts to maintain positive progress will be made.
When will the practice be open again for face to face sessions?
At this stage there is no anticipated time line for re-opening of the practice. This decision will be made based on the best advice available and in consideration of everyone’s safety. Any updates will be provided on this website.
What’s the best way to contact Claire?
At present, the easiest way to contact is through email – firstname.lastname@example.org
Otherwise, please use the online query form here, or call and leave a message for Claire on 0432 395 291. When calling, please leave your name, contact number and a brief outline of your reason for calling. Please be aware that there has been a significant increase in demand over the past few weeks and all queries will be responded to as soon as possible.
What do I do about getting my prescriptions?
Please speak to your GP or treating psychiatrist about any prescription needs. Arrangements for prescriptions to be delivered electronically have been put in place by many providers. I am unable to provide assistance with any medication-related enquiries.
Where can I get information about other supports?
Please see the Resources page for information about other services.
How can I help myself and others manage through this situation?
Please see the Resources page for information about managing anxiety, talking to your children about this issue, and tips for managing mental health whilst in self-isolation.
Are you suspending face to face appointments because you are unwell?
I want to assure everyone that this decision is not the result of any concern for my current health but to ensure the safety of all of us during this time.
How do I access telehealth (video) appointments?
Information regarding the use of the Coviu website is above. Please ensure you have sent your email address via either email or text prior to your appointment so you can be notified of the virtual link.
Do I need to download Coviu to use telehealth services?
No, all telehealth is accessed through an email link sent to your nominated email address prior to your appointment time. Please check your junk or spam email folder if you have not received this email.
What devices can I access Coviu on?
Coviu is operated from a web platform (internet browser). Any device which can access the internet, has a working microphone and camera, and an internet browser can use the service.