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Frequently Asked Questions

Frequently asked questions
How do I choose a clinician?

At The Glow Centre, all of our clinicians share a passion for helping people find their glow.

We all work with common issues such as anxiety, depression and stress. In addition, each of our clinicians has their own areas of special interest, training and experience.

Our intake team members are trained to match you with the clinician best suited for you, based on your age, availability, and the specific issues you are struggling with.

If your doctor has recommended that you see a particular clinician who is not available to take new clients, our intake team will assist in matching you with a clinician who has similar experience in the issue you are needing help with.

How soon can I get an appointment?

Each clinician has different wait times, depending on their case load and commitments. Our clinicians can only take on a certain amount of clients at a time. This is because we want to enable our current clients to get the most out of therapy, and a big part of that is being able to book in enough regular appointments with their therapist in order to meet their goals. Clinician availability is reviewed regularly.

At times, we receive quite a large number of referrals to our practice and often this can create longer than usual wait times.

Persons in emergency crisis or at risk to themselves should present to the Emergency Department of their local hospital or consult their medical practitioner. The Glow Centre does not offer emergency support or crisis counselling.

Can I make an appointment for someone else?

Parents of young people (we see clients from age 16) still under their care can make appointments for their young person. We prefer to speak directly with adult clients as the act of making a booking is a very important first step for the client and, in most cases, this ensures that the client is ready to begin their therapy journey.

Do you offer after hours appointments?

Selected clinicians may see clients after hours, however, these appointments may not be available to new clients for some time.  We recommend considering whether you can arrange for temporary accommodations to be made to attend appointments during business hours for the course of your therapy treatment.  

Do I need a referral to see someone?

You do not require a referral to see us.

If you would like to claim Medicare rebates under a Mental Health Care Plan, see your GP to discuss whether you are eligible.

Private health insurance rebates may be available without a referral. Please check with your private health insurance provider before your appointment. We do not deal directly with private health funds for claims, you will be provided with a paid receipt to submit the claim. ​

Who can provide a referral?

An eligible health professional (General Practitioner (GP) or psychiatrist) can provide a referral.

Your health professional must assess you as having a mental disorder in order for you to be referred under the Better Access initiative.

We recommend that you book a long appointment with your doctor so that they may determine that you are eligible.​

Referring doctors can check the referral process here .

What issues can be treated under a Better Access referral?

The Better Access initiative includes Psychological Therapy services provided by eligible clinical psychologists, and Focussed Psychological Strategies (FPS) services provided by eligible General Practitioners (GPs), registered psychologists, social workers and occupational therapists for the following issues:


  • Alcohol Use Disorder

  • Anxiety disorders

  • Adjustment Disorder

  • Attention-Deficit Disorder

  • Bereavement disorders

  • Bipolar disorders

  • Conduct Disorder

  • Co-occurring anxiety and depression

  • Depression

  • Drug Use Disorder

  • Eating disorders

  • Obsessive-Compulsive Disorder (OCD)

  • Panic Disorder

  • Phobic disorders

  • Posttraumatic Stress Disorder (PTSD)

  • Psychotic disorders

  • Schizophrenia

  • Sexual disorders

  • Sleep problems

Do you see clients through third parties? (e.g. DVA, Open Arms, Workcover, NDIS, Employee Assistance Program, etc.)

No we do not see clients through third parties. We accept self-managed NDIS participants only (ie not plan-managed or Agency-managed).

How many rebates can I claim?

Clients may be eligible for up to 10 Medicare rebates on individual and group therapy per calendar year (1 January - 31 December).

See our Fees page for more information regarding rebates

Are private health rebates available?

Individuals and families with private health cover may be able to claim rebates for psychology. We highly recommend that you consult your private health fund for more details before you attend your session with us, as yearly limits and eligibility vary with funds and levels of cover.

To claim your sessions at The Glow Centre on your private health, we will provide you with a receipt for payment which you can submit to your health fund.

Do you see children?

We see clients aged 16 years and over.

Do you offer couples counselling?

No, we do not offer couples counselling.

Do you offer neuropsychological or cognitive assessments?

We do not offer these assessments.

How long is my session?

Your initial session is 50-60 minutes.

Subsequent sessions are 50 minutes.

Our clinicians dedicate additional time following the initial session for treatment planning (including collaboration with other practitioners/specialists where appropriate).

How often will I need to attend?

Therapy services are tailored to each individual’s needs. The optimal frequency of sessions will be discussed with you at your initial appointment with your clinician.

How many sessions will I need?

We provide an individualised service to all clients thus the number of therapy sessions will vary according to your needs. This will be discussed with you at your first session with your clinician.

What if I can't make it to my appointment?

We require 2 days (48 hours’) notice to reschedule or cancel a session without incurring any extra fees.

See our full attendance policy HERE .

Please also note that fees for late cancellations or non-attendance are not claimable with Medicare or health funds.

What should I do to prepare for my session?

Making an initial appointment to see a therapist, whether it’s your first time or your tenth, takes courage, so the first thing to do is give yourself credit for taking this important step. A few more things you can do to prepare for your first session include:

  • Block out time before and after your session. Taking some time to reflect and focus before your session will help you get into a reflective space and get the most out of your session. Big emotions might be evoked during your session, so having time to calm down and recalibrate after your session, before going back to work/school/family life, is also important.

  • Think about what you want to achieve. Perhaps write down your reasons for seeking help. Bring them along to your session.

  • Don’t be afraid to ask questions. Your first session will probably involve your clinician asking lots of questions of you. It is equally important that you ask questions of us, to ensure you feel comfortable and confident going forward.

  • Make sure you complete the intake that will be emailed to you at the time of booking your appointment. Our clinicians like to have a bit of background prior to your first session. Having the intake returned prior to your session also means less time filling paperwork in when you arrive, and more time getting into the issues that have brought you to us.

How do Medicare rebates work?

A rebate is a partial amount paid back to you by Medicare, to help with the cost of medical and allied health services.

Once you have paid your full session fee at the time of consultation, our Client Relations staff can process your claim direct to Medicare.

Medicare will process your claim and pay the rebate amount to your bank account.

Who sets the rebate amount?

The Medicare Benefits Schedule (MBS) is a list of the medical services for which the Australian Government will pay a Medicare rebate, to provide patients with financial assistance towards the costs of their medical services. Medicare rebates do not, and were never intended to, cover the full cost of medical services. The Government sets a Medicare Schedule Fee to determine the amount of the rebate that patients receive from the Government.

Medicare rebates are paid as a percentage of the Medicare Schedule Fee (85% for allied health services). Unfortunately, since Medicare began many years ago, government indexation of Medicare Schedule Fees have not kept pace with real increases in practice costs. This is why clients will find there is a difference between the fee their therapist charges and their Medicare rebate. These are commonly called ‘out-of-pocket costs’, because the client must make up the difference out of their own pocket.

Do you bulk bill?

We are a private allied health practice, we do not bulk bill or offer reduced fees.

Bulk billing amounts that are set by Medicare ($92.90 registered psychologist / $136.35 clinical psychologist) and are not in keeping with the APS recommended fee of $300 per 46-60 minute session, nor do they align with the costs of running a business.

Can I claim Medicare and private health rebates for the same session?

No, you are unable to claim both rebates for the same session.

If your question is not answered here, please contact our Client Relations Team who can assist.

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