About Telehealth Consultations during COVID-19 Pandemic & FAQs

As the current worldview is changing and we at Lakeside are acutely aware of the adaptation required by all, and the angst this is causing. With this in mind, and with much and careful consideration Lakeside Rooms has developed a plan for how we may approach the coming weeks with measured action.

Due to the inability to guarantee the safety of everyone attending the rooms given the community nature of the space, we have made the difficult decision to transition from seeing clients face to face (in person), to providing our service completely via Telehealth (video or phone sessions) for the duration of the COVID-19 crisis. Whilst we are all unsure as to the duration, it will be important to remember this is not a forever scenario, yet rather a till we may shake your hand again, in a number of months’ time.

Your well being both physically and mentally is incredibly important to us. Whether it be by phone, or a video conferencing platform, we at Lakeside want to reassure you we will be available during these difficult times.

It is also important to note that various government subsidised packages have been made available and there are several other third party organisations that are willing to continue funding individuals as per their prior arrangements under the new Telehealth service delivery arrangements, such as NDIS, VOC, DVA, and most Private Health Funds. Those of you who wish to continue to pay privately for your service, will also have that option to continue.

Will my appointment proceed as previously booked?

Yes, we will confirm your appointment via our regular methods. Your practitioner will contact you via phone at your booked appointment time and the appointment will proceed in the mode that is agreed upon at that time.

Will I still be able to contact the rooms?

Yes, head office at Robina remains open via phone and email. Our administration team will continue to be available within are regular opening hours.

Wherever possible please contact us via email, whilst phone contact is available we are aware that lines have been very congested at certain times due to the high demand.

When sending an email or leaving a voicemail please convey specific details of the reason for your email or call and your availability for a return call or for appointments you wish to book so that we can assist you promptly and effectively.

How does Telehealth work? Do I give you my Skype address? Do I call you?
The practitioner will call your phone, from a private number (not 5562 0466), at the allotted appointment time, please ensure you are available to take their call. From there you can discuss switching to a video platform such as Skype, they will work this out with you directly.

What’s Telehealth? Is it phone?
Phone is one option for Telehealth – depending on the practitioner, some are also using video conferencing platforms such as Skype, Zoom, or Facetime to conduct sessions. You can discuss this with your practitioner when they call you for your appointment.

How do I pay for Telehealth sessions?
(Information updated 8.4.20 due to Medicare changes on 6.4.20)

  • If you have a current, valid Mental Health Care Plan (psychologists)/Referral to Specialist (psychiatrists), Telehealth sessions attract a Medicare Rebate.
  • Some of our practitioners may Bulk Bill – this means Medicare pay your practitioner directly and there is no out of pocket cost to you. Some of our practitioners will return to charging their usual fee or in some circumstances a reduced fee and a Medicare rebate will be claimable.
  • If you need a Mental Health Care Plan (for psychology) or Referral to a Specialist (for psychiatry) please contact your General Practitioner.
  • Patients who are bulk billed will be asked by their practitioner to provide verbal consent or emailed after each session and will need to reply that they are giving consent for the practitioner to claim a bulk bill from Medicare. Please look out for and respond to these emails promptly to ensure continuity of your sessions.
  • If you are paying for sessions, an invoice will be emailed to you after the appointment, once you have received the invoice please call reception on 07 5562 0466 to make payment over the phone. Reception will then email a receipt out to you.
  • If you are claiming on private health insurance, an invoice will be emailed to you after the appointment, once you have received the invoice please call reception on 07 5562 0466 to make payment over the phone. Reception will then email a receipt out to you (which you can then use to claim private health).
  • If your consultations are billed to a third party we will continue to bill them on your behalf, similarly to how it has been previously.
    For more detailed information about Telehealth COVID-19 Medicare Services Click here.

    What do I do if I need a script?
    Please discuss with your doctor during your appointment in regards to any prescriptions you may need. If a prescription is necessary, the psychiatrist will send these through to Robina Rooms by courier and Reception will advise you when it is ready for collection from Robina rooms.

    In immediate crisis?
    As you know, Lakeside is not a crisis service and therefore will not be able to respond in the timeframes required to manage emergent situations. As always, in the instance of an emergency please contact:

    Lifeline 13 11 14
    Acute Care Team 5687 9600 or 1300 64 2255
    Access Team – Child & Youth 5635 6392
    Gold Coast University Hospital 1300 744 284
    Robina Hospital 5668 6000
    Emergency Assistance 000

    Please keep abreast of the latest information disseminated by the Department of Health. At this stage, cautious and calm action is encouraged.

    The Australian Psychological Society has also developed a useful
    Information Sheet: Tips for coping with coronavirus anxiety

    Whilst we continue about our lives as usual, prioritising mental and physical health, local businesses and washing our hands dozens of times a day, I know our community has the capacity to show consideration, support and connection during this time.

    Please stay safe and well and we look forward to continuing to see you via Telehealth and then in person in the near future.

    For more information:
    Coronavirus covid-19 what you need to know