How the Mental Health Treatment Plan Works

MHTP Basics

A MHTP currently permits a client to have 10 Medicare rebated (bulk-billed) appointments per year between January 1st and December 31st. The counter resets on January 1st each year.

A GP can refer for a maximum of 6 sessions at a time. Between each block, the client must return to the GP for a referral update, and the GP writes a new letter to the psychologist.

MHTP Steps in Detail

What if my client has reached their referral limit and is due for an update?

When a client reaches their referral limit, admin will:

How can I reserve a spot for my client once they have hit their referral limit?

If you want to reserve a spot for a client, please book their next appointment as usual but set the appointment fee to 'Reserved':

• No other clients will be able to book into the spot.
• The client will not receive appointment confirmation or reminders.

'Reserved' appointments appear as orange in the calendar. See the colour guide for an example.

Once we receive the client's referral update, we will remove the 'Reserved' fee, message the client to remind them, and turn on the appointment reminders.

If the referral extension does not come through and the appointment does not go ahead, please leave the appointment as is. Admin will cancel it with an explanatory note and send a follow-up email to the client.

What if a client uses all 10 MHTP sessions for the year?

When a client uses up all 10 MHTP sessions for the year, you should ask if they want to continue paying privately. Our private fees are the same as the bulk-bill rate at the time.

If they do want to continue paying privately, you should:

• Rebook them as usual.
• Email admin and let us know so we can put an alert on their file. If there is no alert, our system will automatically cancel their upcoming appointments due to having no MHTP sessions available.

If they do not want to continue paying privately: let them know that admin will reach out to them to rebook in the new year. Do not rebook them.

You do not need to write a letter to the GP unless the client has also used up all the appointments on their referral. If that is the case, we will send you an email alerting you to send a 4th/5th/6th session review letter.

If the client has not used all the appointments on their referral but you want to send an update to the GP, you can use the 'Update Letter' template.

What if a client gets a referral extension before they have completed the sessions on their existing referral?

Admin will claim remaining appointments on the existing referral first. Once those are used, you'll be notified to write a GP letter per Medicare guidelines. The client won't need another GP visit — they continue under the new referral.

What if I get a referral and the number of sessions is not specified?

Medicare advises contacting the GP. If you don't hear back before the session, use your clinical judgment — we usually use the full 6.

Contact the GP by calling them (number in referral or via Funding tab) or prepare a letter using template 'Clarification Required – Better Access Referral Session Numbers'. See the GP letter tutorial video.

How to set up the calendar?

Follow the Calendar Set Up tutorial video.

What do the different colours mean on my calendar?

Why do some appointments not change colour when I add a fee?

Appointments booked online will not change colour when a fee is added. This is due to them having one of these 4 appointment types, which override the usual colour settings:

You do not need to alter the appointment type. As long as the fee is added, the claim will go through as usual.

What if I want to change my available hours?

Email admin@remotetherapy.com.au to request a change. Do not adjust hours yourself — backend changes are required or you may not receive bookings in the new hours.

How to book during daylight savings time?

Please watch this tutorial video: How to book during daylight savings time.

What if my schedule is too full?

Email admin@remotetherapy.com.au and we will disable new bookings.

What if I need more clients?

Email admin@remotetherapy.com.au and we will enable new bookings. If bookings are already enabled and you are still not full, it is likely due to your client preferences. Please email us to discuss adding more issues, ages, etc.

Why is the calendar time different from my local time?

The calendar is set to QLD time as default as our admin team is based in Queensland.

To switch the calendar to your preferred time zone, follow the instructions on the page: https://support.halaxy.com/hc/en-au/articles/7958049112207-Change-your-user-time-zone

Why does the appointment time shift after I create a new appointment?

See also: How to book during daylight savings time (tutorial).

What if I want to schedule extended time away?

These are guides — customisation is possible. Notify us as early as possible.

Can I book outside the available hours I have set?

Yes, you can book subsequent appointments for clients wherever suits you.

The available hours you set are displayed on our online booking page as available for clients and act as a guide for our booking team so we know where we can book new clients.

When booking outside your set hours, please remember to set the appointment 'Location' to 'Phone Consultation' (phone call) or 'Online Consultation' (video call), as this is not done automatically for appointments booked outside your set hours.

How do bookings work?

Clients can book online anywhere from 24 hours to 14 days ahead. You will be notified via email when a booking is made.

All new clients will have already filled out their intake and consent forms.

How does the waiting list work?

We do not have a waiting list.

What if I want to move an appointment?

How you move an appointment depends on how much time is left before it starts. Reminders are sent 72 hours and 24 hours before an appointment — and once sent they do not reset, even if the appointment is moved.

More than 72 hours before the appointment

You can move the appointment directly without creating a new one:

• Click and drag the appointment to the new time slot in the calendar; or
• Open the appointment and edit the date and time fields directly.

Less than 72 hours before the appointment

Because reminders may already have been sent, you need to create a fresh appointment so the new reminders queue correctly:

What if I need to cancel my appointments for the day?

Watch: How to cancel sessions if you are sick or unavailable.

Or email admin@remotetherapy.com.au with 'urgent' in the subject. There can be a 1–2 hour backlog on Monday mornings. If you have clients before 11am QLD time, cancel those yourself.

Appointment Process

After the session is completed:

Pre-appointment Checks for Video Calls

What if there is no video call link attached to an appointment?

The reason there is no link attached to the appointment is because the appointment 'Location' is not set to 'Online Consultation'. For example, if the 'Location' is set to 'Phone Consultation' or 'Remote Therapy', it will not generate a video call link.

If this is the case, you should:

1. Set the location of the appointment to 'Online Consultation'.
2. Set the appointment into the future if it has already begun — e.g. if it is 9:10am and the appointment started at 9:00am, set the appointment to begin at 9:15am. If an appointment is not set in the future, a video call link cannot be created.
3. Send the client the video link via email and SMS.

Click here for a short tutorial video.

How can I get help with Coviu?

You can book in a support call with a Coviu expert using this link: Book a Coviu support call.

What if I am having trouble joining the video call, or if the audio/video is not working?

Clear cookies and cache in your internet browser (Chrome, Safari, Edge, etc.) and try to join again. This will clear any browser files that may be corrupted/outdated and reset your browser settings in case you have disallowed access to your camera or microphone.

Clear cookies and cache: Chrome · Edge · Safari (Mac) · Safari (iPhone/iPad) · Firefox

What if I call a client and they cancel/end straight away?

Determine whether the reason is valid — see Valid vs Invalid Cancellation Reasons.

Fee Guide

Fees for registered psychologists:

Fees for clinical psychologists:

How to delete a fee?

If you entered the wrong fee, you can delete it by clicking the red ✕ next to the fee and then clicking 'Delete' in the resulting pop-up box.

What if I forget to add a fee for an appointment?

Each day the admin team will run a report to see if any appointments from the previous day are missing a fee and will alert you.

If the fee is not added within 1 week, we will assume the appointment was attended, add the fee, and make the Medicare claim.

If we run the daily report and the client is on the last appointment of their referral, we will add the missing fee straight away and make the claim.

How to collect assignment of benefit from the client

1. Let the client know you need their permission to claim payment from Medicare and ask them to verbally agree to assign their benefit to you — 'Do you agree to assign your Medicare benefit to me?'
2. Add the MHTP fee as usual and click save.
3. Open the invoice using the 'invoice' link above the fee and next to the client name in the 'appointment information' sidebar.
   
4. Scroll down to the bottom of the invoice > click inside the note box > Enter this note: 'dd/mm - Client verbally agreed to AOB - your initials' > click outside the box to save the note.
   
5. Your job is done. The invoice now constitutes a valid assignment of benefit agreement and will be automatically sent to the client as required by Medicare.

Accessing invoices

You will have access to the client invoices either through the 'invoices' tab on their profile, or directly from your calendar.

The only reason for you to access an invoice is to send it as part of the assignment of benefit process.

Client arrears

You can see when clients are in arrears — either on their profile or on the calendar in the appointment information section.

Invoice status

You can see the invoice status either inside the appointment boxes on the calendar or on the invoice itself: stored credit card, pending, and paid in full.

Sending GP Letters

Watch: How to send a GP letter tutorial.

All standard GP Letters must be created by the psychologist using Halaxy templates:

• Referral acceptance letters
• 4th, 5th, and 6th session review letters
• Update letters
• End of treatment / discharge letters

Why can't I see the 'Templates' button when preparing a letter?

You may be zoomed in too far. Zoom out:

• Windows: Ctrl + −
• Mac: ⌘ + −

Or click the ⋮ (3 dots) in the toolbar → 'Templates'.

What if a client requests a report, letter, assessment, or diagnosis?

What if I want to do a report, letter, assessment, or diagnosis for a client?

How do payments work?

Medicare payments:

1. After each appointment, you add a Medicare fee.
2. Halaxy claims to Medicare automatically every night.
3. You receive the rebate in your bank account the next business day.
4. Admin checks claims the next business day and fixes any rejections.

Private payments – including late cancellations and non-attendance fees:

1. Admin manually charges the client's card on file the next business day.
2. If successful, you receive full payment the following business day.
3. If the charge fails:
   • Admin sends invoice email and SMS.
   • If unpaid after 3 days, all upcoming appointments are cancelled.
   • Admin retries weekly for 4 weeks.
   • If the fee is paid, future appointments will be reinstated.
   • After 4 weeks unpaid: the client's service is discontinued, you're notified, and an invoice discount equal to lost income is applied to your next invoice.

How do invoices work?

We send your invoice on the 1st of each month, to be paid by bank transfer.

Attached to it is a single statement covering the whole month. It shows:

• The service fee to be paid, and the arithmetic behind it set out line by line.
• Every session you were paid for last month — date, session type, funder, invoice and amount received.
• Every waived fee (meaning an invoice discount), with the client named.
• Refunds and recoups processed for your clients, which are added back on.
• Previously waived fees that were paid in the previous month.
• Any AI note taking charges — Halaxy AI Scribe and Coviu AI Scribe.
• Any credit applied, and the reason for it.

Service fee equals:

• Service fee agreed upon in the contract.
• Minus invoice discounts for unpaid/unclaimable invoices.
• Add any refunds given to clients.
  • If a client is refunded it means we have been able to claim the appointment to Medicare; or we have waived the fee, and you will get an invoice discount.
  • In either case, you end up being paid twice — once when we charged the client's card, and then once from Medicare or in the form of an invoice discount.
  • Refunds come out of the Remote Therapy bank account rather than your bank account so to make us square we need to add them onto the invoice.
• Add any AI note taking charges you have used.
  • Halaxy AI Scribe — 15c per credit, which is 15 minutes of transcription. Charged at cost; we make nothing on it.
  • Coviu AI Scribe — $79 per month while it is switched on.
  • Heidi and NovoNote are not included — you pay those providers directly, so they never appear here.
• Add any previous invoice discounts for 'waived' invoices that have now been paid.
  • For example, we may have waived a fee and given you an invoice discount when a client didn't pay an invoice 3 months ago.
  • If the client eventually pays that invoice, you will have received an invoice discount 3 months ago + the payment for the invoice. In effect, you will have been paid twice.
  • Thus, we add on an amount equal to the previous invoice discount to the invoice.

How do refunds work?

When a client pays an invoice by card, the payment goes directly into your bank account. However, when we refund a client, the money comes out of the Remote Therapy bank account — not yours. To keep things square, we add the refunded amount onto your next monthly invoice.

Once a client is refunded, we will then attempt to recover the payment through Medicare. Here's what happens in each case:

How do late cancellation fees work?

If we charge the client and the payment fails, we will send them an invoice email and SMS reminder to pay manually. If payment is not made after 3 days, we will cancel all upcoming appointments for the client. If the payment is made, we will reinstate the future appointments.

We will then try to charge the client's card and send them a reminder weekly for 4 weeks. If the invoice is not paid after 4 weeks, we will:

• Discontinue the client's service for non-payment.
• Send you an email letting you know the client's service has been discontinued and inviting you to write a discharge letter to the GP if you so choose.
• Apply a discount equal to the lost income to your next invoice.

What happens if a client cancels regularly?

If a client cancels too many times, even with valid reasons and 48 hours' notice, we will discontinue their service citing a poor attendance record. We will review a client after 3 cancellations, reschedules, or non-attendances within 3 months.

If you notice a problem client, please bring them to our attention.

How do non-attendance fees work?

If a client does not attend an appointment, you should apply the 'late cancel/no-show' fee and we will charge the client's card the next day.

Please do not rebook the client. If a client with a recent DNA contacts you directly to book and you are not sure if they have paid, please contact admin@remotetherapy.com.au to confirm. We recommend you advise clients to contact admin for any booking requests.

If we charge the client and the payment fails, we will send them an invoice email and SMS reminder to pay manually. If payment is not made after 3 days, we will cancel all upcoming appointments for the client. If the payment is made, we will reinstate the future appointments.

We will then try to charge the client's card and send them a reminder weekly for 4 weeks. If the invoice is not paid after 4 weeks, we will:

• Discontinue the client's service for non-payment.
• Send you an email letting you know the client's service has been discontinued and inviting you to write a discharge letter to the GP if you so choose.
• Apply a discount equal to the lost income to your next invoice.

Under what circumstances would a late cancellation or non-attendance fee be refunded?

We may refund the late cancel/no-show fee and give you an invoice discount if:

• The client contacts us with a valid reason for the non-attendance.
• The client informs us they are in financial distress.

How do invoice discounts work?

Each month you will receive an invoice from us for our services.

If, over the course of the preceding month, there was a waived fee due to a late cancellation or non-attendance fee going unpaid, a discount will be applied to your invoice.

This discount will be equal to the income you missed out on from the late cancellation or non-attendance i.e. the bulk-bill rate minus our service fee.

For example, if you had an invoice for $1,000, but missed out on $100 of income, your invoice would be reduced to $900.

What if a client pays a fee that was previously waived?

If a client pays a fee that was previously waived and caused an invoice discount to be applied, we will unban and rebook them, and add the amount of the previous invoice discount onto your next invoice (as you will have been paid twice in effect).

What if I want to waive a fee for a client?

If you wish to waive a fee for a client, you may do so. However, if you choose to waive a fee, we will not apply an invoice discount to make up for the lost income. This is because it is our preference to charge the client.

To waive a fee for a client who does not attend an appointment, you should:

• Not enter a fee for the appointment.
• Leave a note in the appointment comments stating that you do not want to charge a non-attendance fee. Please include your initials so we know who wrote the note.

If a client was charged a late cancellation fee and you would prefer us to waive/refund it, you should email admin and we will arrange it.

What if I don't want a client's service to be discontinued?

If you believe there is an error and a client's service should not be discontinued, please email admin and we will investigate. For example, we may have miscalculated how many cancelled or unattended sessions a client has had in the previous 3 months.

We may also reconsider a discontinuation of service if there are extenuating circumstances.

If there are no errors or valid extenuating circumstances, and the discontinuation stands, you can see the client outside of Remote Therapy. To do so, you should contact the client directly using the details in their client profile and let us know if you need their notes exported.

Do you waive the fee if it is the client's first late cancellation or non-attendance?

We do not automatically waive the late cancellation/non-attendance fee if it is the client's first late cancellation/non-attendance. Clients are informed of our policy several times during our intake process and are reminded in each appointment reminder.

How do I know if admin has seen a private/late cancel/DNA fee and is following it up?

Admin will note down each time we try to charge the client's card in the appointment comments. We very rarely miss an invoice but if you don't see any comments after 1 week, please alert us.

What are some valid vs invalid reasons for a client to cancel late or not attend an appointment?

Labels on a client's profile — and what they mean

A label is a coloured tag at the top of a client's profile, on the General tab. It is how admin and the system pass you something you need to know before you see a client — so it is worth a glance every time you open a profile, and especially before a first session.

How to send an SMS to a client

Watch: How to send an SMS to a client tutorial.

How should Halaxy tasks be used?

Halaxy tasks should only be used for:

1. To alert admin when a GP letter is ready — see the GP letter tutorial.
2. To set rebook tasks when cancelling sessions due to sickness — see the cancel sessions tutorial.

Where can I find the referral documents?

Look under the 'Clinical Notes' tab first — the note is named with the client's name and the referral date and ends in BOT — for example Emily Jones 17-09-26 BOT. If it is not there, check the 'Funding' tab. See: Client profile – Clinical notes tab tutorial and Client profile – Funding tab tutorial.

What if there is no referral on the funding page?

1. Have a look under the 'Clinical Notes' tab — it may have been filed there instead (the note is named with the client's name and the referral date and ends in BOT — for example Emily Jones 17-09-26 BOT).
2. If you still can't find it, let admin know — we'll find the referral and upload it. If it's very close to appointment time, proceed with the appointment anyway. If we can't claim, we'll apply an invoice discount for the lost income.

What if there is no referral in the clinical notes?

1. Have a look under the 'Funding' tab — it may have been filed there instead.
2. If you still can't find it, let admin know — we'll find the referral and upload it. If it's very close to appointment time, proceed with the appointment anyway. If we can't claim, we'll apply an invoice discount for the lost income.

What if I want to discharge a client?

If you wish to discharge the client from your client list:

• Please follow this tutorial video to discharge the client: How to discharge a client.
• Optionally, you may want to send a discharge letter to the GP for continuity of care. I recommend using the template 'End of Treatment – Discharge Letter'. See this tutorial video for how to prepare a letter: How to send a GP letter.

What if I have a client on my list that I haven't seen for a while?

You can see your client list by following this tutorial video: How to see a list of your clients.

If you would like to offer the client a session, please email admin@remotetherapy.com.au and we will contact the client and follow up.

If you wish to discharge the client from your client list:

• Please follow this tutorial video to discharge the client: How to discharge a client.
• Optionally, you may want to send a discharge letter to the GP for continuity of care. We recommend using the template 'End of Treatment – Discharge Letter'. See this tutorial video for how to prepare a letter: How to send a GP letter.

What if I see a client for a few sessions and then they are transferred to another psychologist?

You'll receive an email from admin. Write a discharge letter using 'End of Treatment Discharge Letter – Change of Therapist'. The new psychologist will send a referral acceptance letter to the GP.

What if an old client from outside Remote Therapy wants to book with me?

We will require the following information to bring the client over to our system:

• Client referral documents.
• Any other documents you would like added to their profile.
• Client mobile number. Usually this will be included in the referral documents.

You can send these over yourself, or you can direct the client to send them to: admin@remotetherapy.com.au

Once received, we will send the client our intake and consent form. Once they fill that out, we will send them a booking link where they can book with you online.

If you don't have any availabilities within the 2-week booking window, or are set to be unavailable for new clients, the client can email admin and we will liaise with you to find a suitable time. This possibility is covered in our messaging to the client but please mention it to them as well.

Where can I keep my client notes?

We recommend Halaxy under the 'Clinical Notes' tab — it's secure, compliant, and makes sharing easier. See: Client profile – Clinical notes tab tutorial.

Alternatively, you can keep notes in your own system.

What happens if my client notes are requested?

Admin will forward the request to you and wait for your decision. We will never share notes without your express permission.

Once you give permission, admin arranges invoicing (if applicable) and exports the relevant notes. If you decide not to share, admin will inform the requesting party.

If a client changes therapists, we'll obtain written consent from both the client and yourself before sharing notes with the new therapist.

What happens to my notes if I leave?

We keep the notes indefinitely and you can access them at any time. Notes can be exported for individual clients on request.

What if I have a client that was previously seen by another therapist, and I want access to the clinical notes?

Email admin — we'll obtain signed consent from both the client and previous therapist, then share the notes via the 'Clinical Notes' tab.

AI note taking: which tool can I use?

You are not limited to a particular tool — these four are simply the ones we are asked about most, and the ones we can help you with. Two of them are billed to you through your monthly Remote Therapy invoice; with Heidi and NovoNote you pay the provider yourself and nothing appears on your invoice.

If you do your phone consults on an actual phone

This matters, because most of our phone consults are done on a handset rather than through the computer. Every one of these tools listens through a microphone. If you hold the phone to your ear — or use headphones or earbuds — the scribe hears only your side of the conversation, and the note will be missing everything the client said. Nothing warns you; you simply get half a note.

There are two ways round it, and each tool's page below says which applies. The same thinking applies to any other scribe you choose to use:

• Put the call on speaker and place the handset near the device running the scribe. This works for all four.
• Record the call and upload it afterwards. Only Halaxy AI Scribe offers this.

Either way, tell the client the session is being transcribed and get their agreement before you start, exactly as you would for a video session.

Halaxy AI Scribe

Halaxy's own scribe is built into Halaxy — there is nothing to install, no separate account, and no integration to set up. It listens to the session, transcribes it as you go, and writes the note up in the template you choose.

How to use it

1. Open the appointment's clinical note, or create a new one.
2. Below the note editor, click Launch Scribe.
3. Under the Context tab, add anything you want the scribe to take into account — the reason for the session, relevant history, and so on. You can also click Insert patient context to pull details straight from the client's record.
4. Check your browser has microphone access, then click Start Session. Use Pause if you need to stop mid-session, and End when you are finished.
5. A SOAP summary is generated by default. To use a different format, pick another template from the dropdown and click Regenerate Summary — you can regenerate as many times as you like, and Previous Summaries brings back earlier versions.
6. Click Save to Note to put the summary into the clinical note, then edit and publish as normal.

On a phone consult

The scribe runs in your browser and listens through your computer's microphone, so it cannot hear a call held to your ear. You have two options:

• Speaker. Put the call on loudspeaker and sit the handset near your computer before clicking Start Session.
• Upload afterwards. Record the call on your phone, then click the upload icon inside the scribe to upload the audio — Halaxy will generate the transcript and summary from the recording.

What it costs

Halaxy charges 1 credit per 15 minutes of transcription. We pass this on to you at cost for 15 cents per credit, so a typical 50-minute session will cost 60 cents. It will appear on your monthly Remote Therapy invoice.

How the credits are counted, which is worth knowing before your first invoice:

• A credit is charged upfront at the start of each 15-minute block, and blocks are never split — 16 minutes costs 2 credits, the same as 30 minutes.
• Pausing pauses the charge, so use Pause if you step away rather than ending the session.
• 🔴 Ending a transcript and starting a new one charges again from the beginning. If you stop and restart mid-session you will pay for both, so keep one transcript running per session.
• Generating the summary is free, and so is regenerating it. Once the session has been transcribed you can produce as many summaries in as many templates as you like at no extra cost.

Heidi

Heidi is a separate AI scribe that plugs into your Halaxy clinical notes. It listens to the session, transcribes in real time, and pushes the finished note back into Halaxy.

How to set it up

1. Go to Settings > General. Under AI Settings, click the pencil icon for AI Scribe preferences.
2. Under Heidi Health Scribe, tick Active and click Save.
3. Open a clinical note. Bottom right, click the dropdown next to Launch Scribe and choose Launch Heidi Health Scribe. If you do not have a Heidi account yet you can sign up from that window — there is a 14-day trial and no card is needed.
4. Add anything useful under Context, then click Start visit. To finish, hover over the timestamp and click End Session.
5. Pick the template you want, review the note, and click Push Note to send it into the Halaxy clinical note.

On a phone consult

Heidi listens through the microphone of whichever device it is open on. Heidi's own guidance is that if your call is on a mobile with headphones plugged in, Heidi cannot pick up the client's audio at all — switch to loudspeaker and run Heidi on a separate device, such as your computer, so it captures both sides.

What it costs

You pay Heidi directly, and nothing appears on your Remote Therapy invoice. Halaxy does not charge anything for the connection — but Heidi does: the Halaxy integration is only available on Heidi's Practice plan, currently $130 per user per month, billed annually. Heidi's free and Clinician plans will not write notes back into Halaxy. There is a 14-day free trial.

• Heidi plans and pricing
• How to connect Heidi to Halaxy

Coviu AI Scribe

Coviu's scribe runs inside Coviu rather than inside Halaxy. It offers SOAP notes, generic summaries, history and presenting concern notes, and referral letters.

How to get it

Email admin and we will switch it on for your account.

How to use it

• Video session: click Start With AI Scribe when you open the session or before you join the call, then Start AI Scribe. Your client is sent a consent request in the call. If they decline, the scribe switches to clinician-only mode and records your voice alone.
• Without a video call: click the AI Scribe icon at the top right of your Coviu dashboard and confirm you have consent. It then records through your computer's microphone.

On a phone consult

Coviu's built-in scribe button for phone calls only works inside a Coviu Phone call — it will not attach itself to a call you make on your own handset. For an ordinary phone consult, start the scribe from the Coviu dashboard as above and put the call on loudspeaker near your computer, or the note will contain only your side.

What it costs

$79 per month, added to your monthly Remote Therapy invoice for as long as you have it switched on. Email admin if you want it turned off again.

NovoNote

NovoNote is NovoPsych's AI scribe, built for mental health clinicians. You press record and it turns the session into a progress note or summary, with templates for clinical assessment, CBT, ACT, EMDR and more. Audio is held only long enough to transcribe and is then deleted.

How to get it

Sign up through your own NovoPsych account — there is nothing for admin to switch on.

On a phone consult

NovoNote records through the microphone of the device you have it open on, so a call held to your ear or on headphones will capture only your voice. Put the call on loudspeaker beside that device.

What it costs

You pay NovoPsych directly through your own account, and nothing appears on your Remote Therapy invoice. See NovoPsych's pricing.

What if my client is an imminent suicide risk or is at-risk of suicide?

If the client is an imminent suicide risk:

If the client is at-risk of suicide but is not an imminent suicide risk:

APS Schedule of Fees

APS National Schedule of Suggested Fees (excl. GST) — in place 1 July 2026 to 30 June 2027.

Mental Health Helplines

Full list: healthdirect.gov.au/mental-health-helplines

To email this to a client through Halaxy, use the 'Mental Health Helplines' email template. See How to send an email tutorial.

How can I access the peer supervision group?

Open peer supervision spreadsheet

To add yourself with available hours, email admin@remotetherapy.com.au — please do not add yourself directly.

Does Remote Therapy have a live phone line?

No. Third-party callers reach our answering service and we respond by phone or email. Clients are directed to email us. Please encourage all parties to email for the fastest response.

What if a client wants to use funding outside of MHTP or private funding e.g. from Work Cover, NDIS, VOCAT, or other third party?

Report/Letter/Assessment/Diagnosis

If a client wants to use their funding to pay for one of the above, we will invoice the client's card and they will need to get reimbursed from their third-party funder. We will not send the invoice to the third-party funder as they often take weeks or months to pay.

Ongoing Therapy

If a client wants to use their funding for ongoing therapy, we cannot do that on the Remote Therapy platform. There are 2 options in this case:

• The client becomes a private paying client paying the bulk-bill rate and can get a rebate from their third-party funder.
• You can continue to see them under the new funding outside of Remote Therapy using a different MPN than the one you use for Remote Therapy. Contact admin to export any notes/documents.

What if a client contacts me directly to book?

Forward their email to admin@remotetherapy.com.au and advise them to contact admin for all booking queries in the future.

If you do want to book them in yourself, please check their Funding page and make sure they have MHTP sessions available. If they don't, confirm that the client is comfortable paying privately before you book them. Let admin know the client is now private paying and we will add a label to their profile to avoid confusion.

What if I have an old client from outside Remote Therapy that wants to book with me?

We will require the following information to bring the client over to our system:

• Client referral documents
• Any other documents you would like added to their profile
• Client mobile number

You can send these over yourself, or direct the client to send them to admin@remotetherapy.com.au. Once received, we will send the client our intake and consent form and then a booking link where they can book with you online.

What to do if a client is unsuitable for me or telehealth in general?

Alert admin at admin@remotetherapy.com.au — we'll reallocate the client or contact the GP with your determination, no questions asked.

Can I see clients if they are overseas?

If a client wants to continue while overseas, they pay out of pocket. Let admin know to add a profile alert — add the private fee instead of the MHTP fee for those sessions.

Where can I find the client referral documents?

Look under the 'Clinical Notes' tab first — the note is named with the client's name and the referral date and ends in BOT — for example Emily Jones 17-09-26 BOT. If it is not there, check the 'Funding' tab. See: Client profile – Clinical notes tab tutorial and Client profile – Funding tab tutorial.