Cloud Clinic FAQs

What services are available at Cloud Clinic?

We’re a multidisciplinary clinic with telehealth consultations available with psychologists and psychiatrists, as well as online group programs and clinical supervision. We provide comprehensive assessment and treatment telehealth services for a range of mental health conditions, such as: Mood and depression

• Anxiety disorders
• Eating disorders
• Addictions -substance use, gambling
• Post-traumatic stress disorder
• Postnatal anxiety and depression
• Workplace or occupational stress
• Grief and Bereavement
• Relationship difficulties
• Stress and adjustment
• Sleep difficulties

Where is this service available?

Aurora Online Virtual Clinic provides services through telehealth. You can access this service from your personal device through video conference or phone call, in the convenience of your home or private setting.

Can I use this service anonymously?

Seeking anonymous help can be a less confronting way for those who prefer to keep things private. Some phone helplines, online chats and communities, online programs and apps where some level of anonymity may be possible are listed here. However, Aurora Online is unable to provide our comprehensive clinical service without your full details, and rebates from medicare or private health insurance would not be available to you. Be assured that your information is kept strictly confidential and secure.

How do you maintain a high quality service?

All Aurora Online practitioners are psychologists and psychiatrists registered with the Australian Health Practitioner Regulation Agency (AHPRA). Our practitioners have a special interest in providing telehealth services and have experience across a range of mental health areas. Our practitioners have high professional standards, and to maintain their high quality of service, practitioners regularly engage in continuing professional development activities.

Who is eligible to use this service?

Our service is available to anyone, provided it is not for medico-legal, independent medical examination purposes or a crisis situation that requires urgent care.

If you are in crisis, require urgent care, or are feeling unsafe yourself and/or for others call 000 immediately. Services should also be available at your nearest hospital or local area mental health acute care service.

Mental Health Crisis Support Contact Numbers:

• Lifeline: 13 11 14 national phone service available 24 hours, 7 days a week for crisis support and suicide prevention services. Chat (7pm-midnight AEST), Text service (12pm-midnight AEST).
• Kids Helpline: 1800 55 1800 National phone counselling service for young people aged 5-25 years
• Beyond Blue: 1300 224 636 National 24/7 crisis support phone service
• Suicide Callback Service: 1300 659 467 National 24/7 telephone and chat counselling service for suicide-related issues.

I'm under 16, can I use this service?

For appointments if under 18 years of age, please contact us on practicemanager@auroracloudclinic.com.au or 1800 955 665 to make an enquiry about available clinicians for this age group.

When do I need a referral?

You will need a referral in order to claim rebates or where accounts are paid by third parties. For medicare-rebated appointments with a psychologist you will need a mental health treatment plan from your GP.

For an appointment with a psychiatrist you will need a general referral from your GP or specialist, which includes your previous mental health history, medication list and reason for referral.

A referral from your GP will last 12 months and a referral from a specialist doctor will last 3 months. A new referral will need to be obtained by the next appointment after the referral has expired.

How can I access bulk billing?

Aurora Online clinicians may offer fees that are close to the bulk-billing or medicare rebate fee for eligible individuals. To reduce the amount of out-of-pocket expenses and receive a medicare rebate, a mental health treatment plan or referral will need to have been received prior to or at the time of your appointment, otherwise the full fee will be payable.

What is a Mental Health Care Plan (MHCP)?

Your GP can develop a Mental Health Treatment Plan (MHCP) with you which will have agreed treatment strategies and goals, and recommended treatment type or service such as with a psychologist. A mental health treatment plan allows you to claim a Medicare rebate for up to 20 sessions with a psychologist per calendar year. The cost of sessions with a psychologist may include an out-of-pocket fee.

Can I use private health insurance?

If you have an extras policy with your private health insurer that includes benefits for psychology services, you may be able to claim a rebate for a number of sessions or up to a specified amount. Some health funds allow you to receive treatment from any licensed psychologist, whereas others have restrictions and will cover only a psychologist approved by them.

The level of cover, as well as applicable waiting periods and restrictions, can also vary between insurers so it is important that you call your health fund to confirm what you are eligible for. A receipt of payment for your appointment following consultation will be provided so you can submit your claim directly with your health fund. Note that both Medicare and Private Health Insurance rebates cannot generally be claimed for the same session.

How do I get started?

It’s really easy! You can make an appointment at any time of the day, 7 days a week.

You can make an appointment with one of our clinicians here. Search and filter for your preferred practitioner, and book in at a time and date that suits you. You will be guided trough the booking process, and will need to submit your payment details to hold the appointment. Payment will not be taken until your appointment is completed, unless a late cancellation fee is incurred.

You will receive an appointment confirmation email with instructions on how to complete a consent and information form, and a link to your secure telehealth appointment.

What are the fees?

Our appointment fees vary based on the type and length of appointment, and the rate that the clinician providing the consultation chooses. Appointment fees for each clinician are displayed on the appointment calendar when you book online.

Health professionals set their own fees for sessions, so you may have to pay a gap fee if you are using a Medicare plan and the cost of the session is more than the Medicare rebate. For example: for a Session fee of $250, with a Medicare rebate of $130, the out-of-pocket session fee payable is $120.

If you have private health insurance, you may be able to claim a rebate, depending on your extras cover. Contact your health insurer to check if your insurance plan includes psychology sessions. Note, you cannot claim rebates on both Medicare and Private Health Insurance for the same treatment session.

You do not have to have a Medicare plan or private health insurance to see a psychologist or psychiatrist. The full cost of the consultation is self-payable.

I just made a booking, what happens now?

You will be sent an email reminder of your appointment date and time and the telehealth connection link. Please save this where you will be able to refer to it later and set a reminder for yourself. If additional information is required the administration staff will contact you prior to your appointment. If you have entered any details incorrectly and would like to amend them please call us on 1800 955 665 or send the correct details to our practice manager via the following email: practicemanager@auroracloudclinic.com.au.

What do I do at the time of my appointment?

You can always contact us on 1800 955 665 if you have any questions about your telehealth appointment. Our tips below will help you to be prepared and trouble shoot any technical issues before your consultation.

Pre-appointment checklist:

• Make sure there is quiet and private space free of distractions for you to talk with your clinician.
• Be aware of loud noises and turn off the TV and other appliances that are noisy.
• Set mobile phone to silent.
• Lighting is also very important. Try not to have your back to a window as the light can flood the camera and you won’t be seen.
• It will be easier for you if you don’t have to hold your device. Set it up so it is at eye level and captures a close up view rather than a distant view of you - this helps for non-verbal communication.
• Remember to look at the camera when talking.
• If you have already tested your connection you will only need to connect via the link provided five minutes prior to your appointment time.
• As with a face-to-face session, notes may be taken during the session e.g. to monitor your progress. This will be done by the healthcare providers and forms part of your medical record.

What technology do I need for a telehealth appointment?

A mobile phone, computer or tablet with stable internet connection and a built-in webcam and speaker will enable a successful video telehealth consultation. You do not need to purchase any software to participate. You may opt for a phone consultation, if you do not have suitable equipment available.

Can I use my smartphone or a tablet?

Yes, you can use your smartphone or tablet, provided you have a stable internet connection as it is the most important requirement to ensure you have a quality connection with the provider. If you have any technical issues you should contact the clinic via the following email: practicemanager@auroracloudclinic.com.au.

Aurora Cloud clinic will provide you with a link to connect to your clinician at the time of your appointment booking. You do not need to purchase any software to participate, but you may need to purchase a webcam or a headset/speaker if the device you are using does not have this built in.

If you do not have internet access, you can request a phone call instead. To arrange telephone delivered appointments, please speak to one of our team today by calling 1800 955 665.

Cancellations

After making your appointment online, you will receive an email notification of your appointment details. Please ensure you save these details so you will be reminded of the appointment date and time. As a courtesy, notification of your upcoming appointment will be sent to you 48 hours prior to your appointment time, where you will have an opportunity to either confirm, cancel or reschedule if the date and time is no longer suitable.

Missed appointments or late cancellations within 48 hours of your appointment will incur 50% of the consultation fee charge and will be deducted from your credit card. Missed appointments or late cancellations affect not only the treating health professional, due to the time they have set aside to see you, but also other clients who are in need of treatment.