Clinic Policy
- Lunea Admin
- Jun 4
- 7 min read
Updated: Aug 11
Last Updated: 3 August 2025
By scheduling an appointment or receiving care at our clinic, you acknowledge and accept the terms outlined in our Clinic Policies. These policies are subject to change, and we reserve the right to publish any updates on our website. We encourage you to review this document regularly, as it is your responsibility to stay informed of any changes.
1. Eligibility, Referrals & Scope of Practice
1.1. Scope of Practice: Lunea is a private psychiatric practice and charges private fees for its services. We do not offer bulk-billing services. We also do not accept patients for matters concerning Worker’s Compensation, Compulsory Third Party (CTP) insurance, or other third-party insurer assessments. If you are experiencing financial hardship or require these services, please discuss alternative options with your GP.
1.2. Patient Eligibility: Care is provided to adults aged 18 years and over. Consultations for adolescents or for medico-legal matters are not routinely offered and may only proceed by prior written agreement.
1.3. Referral Requirements: To be eligible for Medicare rebates, you must have a valid and current referral.
A referral from a GP is valid for 12 months.
A referral from another medical specialist is valid for 3 months.
It is your responsibility to ensure your referral is current for all appointments. You may attend without a referral, but you will be responsible for the full consultation fee, as no Medicare rebate will apply.
1.4. Nominated General Practitioner (GP): For continuity and safety of care, all patients are required to nominate a regular GP with whom we can correspond and collaborate as part of a shared care model.
2. Appointments & Scheduling
2.1. Booking & Consultation
Appointment Length: The duration of your appointment is set at the time of booking. The clinical content of the session may be adjusted based on your needs within this allocated time.
Joining Your Telehealth Appointment: A secure video link will be sent to you for your appointment. The link will become active 5 minutes prior to the scheduled start time.
Scope of Telehealth: If your clinical presentation is deemed outside the scope of safe telehealth practice (e.g., an acute crisis requiring in-person assessment), we will facilitate an appropriate handover to another service and may decline to provide ongoing telehealth care.
Support Persons: You may have a support person attend your appointment. Please inform us in advance so we can ensure your privacy and confidentiality are maintained. Your explicit consent is required for their participation.
Patient Responsibility: It is the patient’s responsibility to schedule follow-up appointments with adequate advance notice. This helps to ensure clinician availability and avoid interruptions to your care.
2.2. Late Arrivals & No-Shows
Late Arrival: If you join the consultation late, the appointment will still conclude at the scheduled end time to ensure other patients are not delayed. The full fee for the original booking will apply.
No-Show: If you have not joined the consultation within 10 minutes of the scheduled start time, the appointment may be cancelled and recorded as a 'no-show'. The cancellation policy (see Section 3.3) will apply.
2.3. Online Booking System
Process: All appointments are booked via our secure online portal. Upon booking, you will receive a confirmation email, a link to our confidential intake form, a summary of fees, and a separate email with your secure video link.
Time Zone: All appointment times are in Melbourne, Australia time (AEST/AEDT) unless explicitly stated otherwise.
Returning Patients: If you are an existing patient who has not had a consultation with us for one year or more, you will be required to book an extended appointment as for new patient joining the clinic.
2.4. Final Consultation Fees
Please be aware that any fee quoted at the time of booking serves as an estimate based on the anticipated length and type of consultation. The final fee is determined by the clinician after the assessment, based on the complexity and duration of the service provided. The corresponding Medicare item number may be adjusted, which could result in a final fee that is different from the initial estimate.
3. Fees, Billing & Rebates
3.1. Fee Structure
Our fees are transparent and will be clearly displayed at the time of booking and in your confirmation email.
Typical Appointment Types and Fees are listed in our Schedule of Fees
Ancillary services such as prescriptions between appointments, extended letters, and reports incur separate fees which will be discussed directly with your psychiatrist. Fees for complex reports are typically charged based on guidance from the Australian Medical Association (AMA) rates and may require prepayment.
3.2. A Note on Our Cancellation Policy
Our cancellation policy is in place to ensure we can provide timely and high-quality care to all our patients. When an appointment is missed or cancelled at short notice, that time cannot be offered to another patient in need. We believe this policy is based on mutual respect for your time and our clinicians' time.
3.3. Deposit & Cancellation Policy
Deposit: A deposit of 20% of the consultation fee is required to secure your booking. This will be automatically charged to your nominated card on file.
Balance: The remaining 80% of the fee will be automatically charged to your card at the scheduled start time of your appointment.
Cancellation/Reschedule (≥ 72 hours' notice): If you cancel or reschedule at least 72 full hours (3 days) before your appointment, your deposit will be automatically refunded to the original payment method.
Cancellation/Reschedule (< 72 hours' notice): If you cancel or reschedule with less than 72 hours' notice, your deposit will be forfeited.
Cancellation/Reschedule (< 24 hours' notice) or No-Show: Cancellation with less than 24 hours' notice or failing to attend a scheduled appointment may result in a charge of up to 100% of the consultation fee. This is at the clinician’s discretion, particularly in cases of documented emergencies.
Clinic-Initiated Cancellation: If Lunea must cancel your appointment, you will be offered the choice of a full refund of your deposit or a rescheduled appointment with no financial penalty.
3.4. Medicare Rebates
The Medicare rebate amount you receive depends on having a valid referral and the specific Medicare Benefits Schedule (MBS) item number corresponding to the service provided (which considers time, complexity, and setting).
We submit claims to Medicare on your behalf where possible. Rebates are paid by Medicare directly into the bank account you have registered with them.
The Extended Medicare Safety Net (EMSN) may increase your rebate amount after you or your family reach a certain out-of-pocket threshold for the calendar year. It is your responsibility to register eligible family members with Medicare to access this.
Not all services are eligible for a Medicare rebate (e.g., most forms/reports, phone calls with third parties). Where no MBS item applies, the service is billed privately.
3.5. Cashless Clinic Policy
Lunea is a cashless clinic. We do not accept cash or manual bank transfers for consultations.
All payments are processed via our secure system using the credit/debit card details you provide at booking.
By booking an appointment, you authorise Lunea to charge the 20% deposit upon booking and the 80% balance at the start of your appointment.
In the event of a failed payment, our system will retry the transaction. We will contact you to update your card details if necessary. Further bookings may be suspended until any outstanding balance is settled.
3.6. Private Health Insurance
Australian private health insurance funds generally do not provide rebates for outpatient psychiatrist consultations conducted under Medicare. It is your responsibility to check with your fund regarding any potential benefits. We can provide an itemised receipt upon request for you to submit a claim.
4. Communication & Privacy
4.1. Doctor Communication
All clinical care occurs during scheduled appointments. To minimise disruption to clinicians who are in consultation with other patients, clinical enquiries via email/SMS will not receive a response.
Enquiries about symptoms, medical conditions, prescriptions, medical certificates, or application forms will not be addressed outside of a consultation. Patients are required to book an appointment to discuss these matters.
For Emergencies: Please note we are not an acute crisis management service. In an emergency, please call 000 or attend the Emergency Department at your local hospital. For less urgent support, you can contact:
Lifeline: 13 11 14
Beyond Blue: 1300 22 4636
Victoria Mental Health Crisis Line: 1300 60 60 24
4.2. Collateral Information
To enhance care, we may need to obtain information from other parties (e.g., your GP, psychologist, family members). This will only be done with your informed consent.
In exceptional circumstances, we may seek or disclose information without consent where permitted by law and our ethical duties, such as to prevent serious harm.
Time spent on collateral communication outside of a consultation is privately billed to you. Fees will be quoted in advance where practicable.
4.3. Privacy & Health Records
We adhere to the Privacy Act 1988 (Cth), the Australian Privacy Principles, and relevant state-based health records legislation. Your records are stored securely and confidentially.
You have the right to request access to or correction of your health record. Fees may apply for the collation and transmission of large records. Records are retained according to legal requirements.
5. Clinical Policies & Professional Conduct
5.1. Prescribing Policy
Prescriptions are issued electronically (e-scripts). We comply with all real-time prescription monitoring programs (e.g., SafeScript).
The prescription of high-risk or Schedule 8 medicines will only occur when clinically justified, safe, and lawful within a telehealth setting.
Requests for prescriptions between appointments are at the clinician's discretion, require appropriate clinical follow-up, and might incur a script fee.
5.2. Forms, Reports & Tests
Brief clinical letters for routine care are included as part of your consultation fee when indicated.
Complex forms or reports require dedicated appointment time and are billed based on the time taken. We do not provide expert-witness services unless explicitly agreed upon in a separate written contract.
5.3. Zero Tolerance Policy
We are committed to providing a safe and respectful environment. Our staff and clinicians have a right to work without fear of abuse or harassment.
We have a zero-tolerance policy towards any abusive, aggressive, discriminatory, or threatening behaviour. This includes, but is not limited to:
Verbal abuse or threats towards staff or other patients.
Sexual or racial harassment.
Persistent or unrealistic demands that cause stress to staff.
Malicious or defamatory allegations made verbally, in writing, or on digital platforms.
Any behaviour that is fraudulent or damaging to the clinic, its staff, or patients.
Violation of this policy will result in immediate termination of the interaction and may lead to discharge from the clinic and/or notification to the relevant authorities.
6. Medical Record Release
Release of your health information requires a signed consent form. The form must include proof of identity and full details of the request. Standard processing time is up to 10 business days, and fees may apply for collation and transmission. We may limit release where required by law or to protect safety.
