Information for Patients

Navigating your way to access health for your mental health needs can be challenging, especially when you are in distress and can’t think straight.  The following information is designed to make your life a little easier.

Many of our clinicians operate in our different locations, so you may be able to see them in different locations for your convenience.

In order to attract a Medicare or other rebates, a valid referral is necessary and must be dated on or before the date of first consultation.  You will often need to see your GP first in order to organise the initial referral.

Private Health Funds do not provide any rebates for outpatient services for the Psychiatrist or Nurse.  Rebates may be available for Psychology services, but this is again dependent on your level of cover.  You may enquire with your individual health fund to check your eligibility.

Most, but not all, medications are funded under the Pharmaceutical Benefits Scheme (PBS).  For those that are not, you may be eligible for a rebate from your private health fund, if you have one.

We are a mixed-billing practice.  If you have a healthcare/pension/concession card, we may bulk-bill you, but please note that not all practitioners bulk-bill.  Please contact our friendly staff for more information.  There is a gap fee if you do not have the required healthcare/pension/concession card.  The exact gap differs between clinicians, so please contact us to enquire further about this.

We pride ourselves with being on-time.  At your first appointment, please come 15 minutes early to complete the New Patient Registration Form.  We take privacy seriously, and we do not pass on your information to any 3rd party without your consent.  However, your consent to exchange information with other healthcare providers is required so we can be effective in your treatment and management.

“Remember, EARLY is on-time.  On-time is LATE”

Patient Rights

As our patient you not only have the right to safe and high-quality care but also to be treated with respect, dignity and be included in all decisions and choices about your care.

The Australian Charter of Healthcare Rights is a guide that explains healthcare rights for you or someone you care for. The charter outlines what every person can expect when receiving care and also provides information on what to do if you have a complaint about your care.  The charter is translated into 19 languages.

For further information visit the Australian Commission on Safety & Quality in healthcare.

Carer Rights & Responsibilities

Working in an open, respectful and collaborative fashion with families, carers and consumers promotes and enhances recovery. With patient consent, carers are invited to attend and keep in contact as much as possible, to the extent that it does not impose serious risk to the patient or others

Carer Rights

With the consent of the consumer, carers and advocates have the right to:

  • Exchange information with those providing treatment concerning the consumer’s lifestyles and their relationships with others
  • Be consulted about measures under consideration for treatment of the consumer or for his or her welfare
  • Seek further opinions regarding the diagnosis and care of the consumer

Carer Responsibilities

You have a responsibility to:

  • Respect the human worth and dignity of the person who has a mental health problem
  •  Consider the opinions of professional and other staff and recognise their skills in providing care and treatment for the person who has a mental health problem
  • Co-operate as far as possible with reasonable programs of treatment and care aimed at returning the consumer to optimal personal autonomy

We accept referrals from all sources, including GP’s, specialists and other third party organisations such as WorkCover.

Different clinicians require slightly different referrals, due to varying requirements from different finding sources.

We also accept referrals for other non-clinical services (e.g. NDIS)

All our referrals are processed by our dedicated Intake Officers who will assist you in connecting with us.

The following information is designed to assist healthcare providers in generating the correct referrals that attract a Medicare rebate for the patient.

Diversity & Inclusion

The Shrink Company™ is committed to ensuring that diversity & inclusion is at the core of the way we work, and we believe that everyone should be treated with dignity and respect.
The Shrink Company provides the same access, quality of services and equity for everyone who seeks to utilise our service regardless of mental health, disability, age, culture, gender, marital status, race, religion, sexual orientation or social background.
We work towards these goals by:
Creating a safe and comfortable work environment for all employees
Valuing the experience and knowledge of employees from diverse backgrounds and lived experiences and we recognise that when representatives from these groups participate in service planning and decision making, they make a valuable contribution to guiding our future direction.
Ensuring our organisation is reflective of the communities we serve in terms of attracting, retaining and engaging diverse individuals
Promoting equality and respect throughout the organisation
Ensuring our staff member have the skills to work with and advocate for diverse individuals and communities.

Cancellation and No-show Policy

When you make an appointment the allocated time is reserved specifically for you.

We know that sometime life throws us a curve ball.  However we do ask for your cooperation in order to be fair to other patients who have had to wait for an appointment.  When patients do not confirm their attendance, or are uncontactable, or simply don’t turn up for their appointment, it disadvantages everyone including those who are waiting to be seen as an appointment slot is then essentially unused, at the expense of the clinician and also other patients.

Reconfirmation is necessary within 48 hours, otherwise your appointment will be cancelled and offered to someone else.  You will get a SMS reminder to your phone 48 hours before your scheduled appointment.  You MUST reply to that reminder to confirm your attendance, otherwise we cannot assume you will turn up and your appointment will be cancelled.  If you need to reschedule or cancel, you must contact us to advise of this.

If you do not confirm via SMS response when confirmation reminders are sent out, and are uncontactable within 24 hours of your appointment and we are unable to confirm your attendance, your appointment will be cancelled and offered to somebody else.  For this reason it is important for you to ensure you have a reachable contact.

We will always work in good faith, and all we ask is for you to reciprocate this.  In order to be fair to other patients, if you miss your confirmed appointment, we can only offer you another appointment upon settlement of a cancellation fee of 100% of the appointment cost.  This fee is non-Medicare rebatable.   This includes no-shows, and any cancellations last-minute (i.e. within 24 hours of your scheduled appointment).

Identification and Photo ID Policy

In a bid to reduce patient identification errors, and preserve the privacy of patients, we capture a photograph of each patient which is attached to their electronic medical file.  Patient identification errors are avoidable errors and the utilisation of photographs, alongside 3 other unique identification features, allows us to align with the patient identification standards of the National Safety & Quality in Health Services Standards.  This also reduces the need for verbal announcement of each patient’s name in the waiting areas, thereby increasing the privacy of each patient.

Other examples of the use of such a robust patient identification system include hospitals (ID bands) and nursing homes (photographs).

If you have any questions or concerns about our Patient Identification and Photographic ID Policy please contact use for more clarification.

Zero-Tolerance to Aggression Policy

All our staff are trained and dedicated to serve you and you will be treated with courtesy and respect at all times. In return, we ask that you and anyone that you bring with you to the Practice treat our administrative and clinical staff with the same courtesy and respect.

We have a ZERO TOLERANCE approach to any verbal or physical aggression towards any of our staff or other patients or visitors.  We respectfully advise you that abuse and/or violence will not be tolerated.  Any breach will result in the offender being asked to leave the premises immediately and will not be permitted entry or provided with any service in the future.   Extreme cases will result in offenders being reported to the police

This applies to any contact, including telephone, electronic or in person.