Frequently asked
questions.
Everything you need to know about getting started, pricing, Medicare rebates, and how our coordinated care model works.
No referral is needed to book your initial nurse-led intake. You can start the process yourself, today. A GP referral and care plan are only needed later if you would like to claim a Medicare rebate, and the right plan depends on the service. Psychology, social work and mental-health occupational therapy use a GP Mental Health Treatment Plan. Dietetics uses a Chronic Disease Management referral or an Eating Disorder Management Plan. A rebate applies only where all Medicare requirements are met.
Complete a short online enquiry on our website. It takes less than two minutes. You'll choose a time that suits you, share a few details about what you're looking for, and receive instant confirmation of your nurse-led intake session.
A registered mental health nurse meets you for a 15-minute video consultation. They listen to your story, assess your needs and any risk factors, and then map out the right combination of clinicians for your situation. From there, your nurse can help shape a care plan tailored to you.
Timeframes vary based on clinician availability and your individual needs. After your initial contact, a nurse will reach out to begin the intake process. Many clients begin their clinician sessions soon after. If you have urgent needs, flag this in your enquiry and we will prioritise scheduling.
Just a device with a camera, microphone and stable internet: a phone, tablet or laptop all work. We'll send you a secure session link by SMS and email; one click joins you to the call. No app downloads, no logins to remember.
Session fees vary by clinician and discipline. Psychologist sessions are $230 for 50 minutes, Accredited Mental Health Social Worker (AMHSW) sessions are $180, Occupational Therapy (CDM) is $210, Dietitian (CDM) is $150 for 45 minutes, and Counsellor sessions are $135. Your nurse will walk you through all fees during intake.
Medicare rebates may be available for eligible services where the practitioner type, referral, care plan and MBS item requirements are met. Some services are private and do not attract a Medicare rebate. Psychologists, Accredited Mental Health Social Workers and mental-health Occupational Therapists work under the Better Access initiative, which needs a GP Mental Health Treatment Plan (MHTP). Dietitians work under a Chronic Disease Management (CDM) referral or an Eating Disorder Management Plan, not an MHTP. Other Occupational Therapy may be funded under CDM. Counsellor sessions are generally private and do not attract a Medicare rebate. Where a rebate applies, it is processed after payment is received. Your nurse can confirm your likely pathway during intake.
Yes, where you use a Medicare-rebated service. As part of the Medicare pathway, your clinician may need to send clinical correspondence or progress reports to the GP or practitioner who referred you. This keeps your referring practitioner informed and is a standard part of how these rebates work. We share this information with your consent.
Yes. Every client receives a complimentary intake and triage session with our Mental Health Nurse to support needs assessment, clinician matching and care coordination. There is no charge for this session.
A Mental Health Treatment Plan (MHTP) is a document prepared by your GP that outlines your mental health needs and treatment goals. It is the referral pathway for Better Access services such as psychology, mental health social work and mental-health occupational therapy. Where you are eligible, it can support Medicare rebates on a set number of individual allied mental health sessions per calendar year. The number of sessions and the rebate depend on current Medicare rules and your GP referral.
Payment is made at the time of booking or immediately after your session. We accept major credit and debit cards. Where you are eligible for a Medicare rebate and all requirements are met, we can process the claim on your behalf, and the rebate is returned to your nominated bank account by Medicare. Eligibility depends on your referral, care plan and the MBS item.
We ask for at least 24 hours' notice if you need to reschedule or cancel. Cancellations with less than 24 hours' notice may incur the full session fee. For NDIS participants, Short Notice Cancellation rules apply as outlined in your service agreement. If you join late, your session runs only for the time that remains in your booked slot. Arriving more than 10 minutes late may be treated as non-attendance and charged, with fair consideration given to genuine emergencies. If your own device or internet connection fails and the session cannot go ahead, the fee remains payable. If you wish to dispute a fee, you can raise it with us in writing within 14 days.
Yes. Our clinicians can provide reports, letters and supporting documentation where clinically appropriate. Additional fees may apply for assessments, reports or documentation requiring substantial time outside of standard consultation sessions.
We understand cost can be a barrier. Speak with your nurse during intake about your circumstances. We will do our best to connect you with a cost-effective care pathway, including any Medicare rebate you may be eligible for. Rebate eligibility depends on your referral, care plan and the MBS item, so it cannot be guaranteed.
It depends on your funding, so please confirm before booking. CareDirect is not a registered NDIS provider, so NDIS use depends on your plan type and the supports it includes. We may be able to see Plan-managed and Self-managed participants. DVA funding depends on your referral or approval pathway. Private health cover depends on your insurer and your level of cover, and many extras only cover certain services. Speak with your nurse during intake, and check with the NDIS, DVA or your insurer first so you know what you can claim.
Our team includes AHPRA-registered psychologists, occupational therapists and dietitians, AASW-accredited mental health social workers, credentialled mental health nurses, and qualified counsellors. Each clinician holds the registration or accreditation appropriate to their discipline. Counsellors are qualified professionals, but they are not AHPRA-registered.
Yes. Your assigned mental health nurse is your consistent point of contact throughout your care journey. They coordinate your plan, check in regularly, and stay in the loop with every clinician on your team.
Absolutely. That's the model. Many clients see a psychologist, a dietitian and a social worker concurrently, all coordinated through one care plan. Your nurse manages the schedule and ensures everyone is working towards the same goals.
You can change clinicians at any time. Just message your nurse and they'll re-match you. Because every clinician works to the same care plan and shares notes through our secure system, switching doesn't mean starting over.
Yes. With your consent, your care team shares relevant clinical information through our internal case-management system and meets regularly to review complex cases. You don't have to repeat your story to every new clinician.
We bring six disciplines together: therapy, counselling, nutrition, occupational therapy, care coordination and social work. Your nurse matches you to the combination that fits your needs.
Yes. You are welcome to request a specific clinician. Appointment availability may vary depending on the clinician's schedule and demand. Your mental health nurse can also assist with matching you to the right clinician based on your needs, preferences and availability.
All consultations run on encrypted, Australian-hosted video infrastructure. Clinical notes are stored in a secure electronic health record compliant with the Australian Privacy Principles and the My Health Records Act. You can request a copy of your records or revoke consent at any time.
CareDirect is not a 24/7 crisis service. If you're in immediate danger, please call 000 or Lifeline on 13 11 14. We'll work with your nurse to build a safety plan during intake so you know exactly who to contact and when.
Your clinical information is only shared with members of your care team within CareDirect, and with your GP if you've provided consent. We never sell or share your data with third parties for marketing purposes.
Yes. You can request a copy of your clinical records at any time by contacting your nurse or emailing our support team. We'll provide them in accordance with Australian privacy legislation.
Absolutely. All consultations are delivered via secure video or phone, so you can access care from anywhere in Australia, whether you're in a capital city or a remote area.
CareDirect is a telehealth-only service. All sessions are delivered via secure video or phone. This allows us to reach clients across Australia without geographic barriers.
Yes. You can reschedule or cancel appointments through your booking confirmation email or by contacting your nurse. We ask for at least 24 hours' notice. Cancellations with less than 24 hours' notice may incur a fee. For NDIS participants, Short Notice Cancellation rules apply.
You can reach us through our contact page, by email, or by phone. For clinical questions, your assigned nurse remains your point of contact throughout your care journey.
CareDirect currently provides services to adults aged 18 and over. If you're seeking support for a child or adolescent, we recommend speaking to your GP for an appropriate referral.
Yes. Some of our clinicians offer sessions outside standard business hours, including early morning, evening and weekend appointments. Availability varies by clinician and discipline. Your nurse can help you find a time that works for your schedule.
