New client guide
Your first visit
Everything you need to know before, during, and after your first appointment.
Welcome
ML
The Make Lemonade Team
We’re glad you’re here. Starting therapy takes courage, and we want to make the process as simple as possible.
What to expect
Your first session
Your first appointment is mostly a chance to get to know each other. There’s nothing to prepare — just show up as you are.
1
Introductions
Your psychologist will introduce themselves, explain how sessions work, and walk you through your consent.
2
Your story
They’ll ask what brought you in and what you’re hoping to get from therapy. There are no right or wrong answers.
3
A rough plan
Together you’ll talk through what future sessions might look like.
About therapy
What therapy involves
Therapy isn’t just talking about your feelings. It’s a structured, evidence-based process. Your psychologist will work with you to understand patterns, build skills, and create real change over time.
It often takes a few sessions to feel settled — that’s completely normal.
CBT ACT Schema Therapy DBT EMDR
The clinic
Getting here
Discover the best ways to reach us, whether you prefer the convenience of public transport or the ease of nearby car park. See more info about Getting Here.
Our clinicians
Our team of psychologists
Experienced therapists providing compassionate mental health care at Make Lemonade.
Before your appointment
What to prepare
There’s nothing you need to do before coming in — just show up as you are. That said, a couple of things are helpful to have ready.
Intake & consent formRequired
You’ll receive a unique link via email after booking. Please complete it at least 48 hours before your appointment. It covers basic information, your payment method, and consent to treatment.
GP referral & Mental Health Care PlanIf applicable
Required to access Medicare rebates. Your GP can issue a Mental Health Care Plan in a separate appointment.
Think about your goals (optional)
No need for a formal list. A rough sense of what you’d like from therapy can be a useful starting point — even something like “I want to feel less anxious at work.”
Intake & consent
What the form covers
The intake form collects some basic information about you, sets up your payment method, and asks you to agree to our consent to treatment. Your psychologist will also walk you through consent at the start of your first session.
Confidentiality & when we must disclose
Your information stays confidential except in specific circumstances: serious and imminent risk of harm to yourself or another person; when required by law or subpoena; reasonable belief of abuse or neglect of a child or vulnerable person; or when you have given written consent for disclosure.
If you were referred under a Medicare Mental Health Treatment Plan, we provide brief updates to your GP after the 1st, 6th, and 10th sessions in line with Medicare requirements. Let your psychologist know if you’d prefer this not to occur.
AI-assisted note-taking
Some clinicians use an AI note-taking tool (such as Heidi AI or NovoNote) to help prepare clinical notes after your session. These tools do not store audio recordings. Your data is processed in encrypted form and stored on Australian-based servers. Your information is never used to train AI models.
You can choose not to have AI-assisted note-taking in your sessions — just let your clinician know. Saying no will not affect your care.
Professional supervision
To ensure high-quality care, your psychologist may discuss aspects of your treatment in professional supervision or peer consultation. This is standard ethical practice. All information is de-identified — your name and identifying details are never shared.
Your right to access your records
You have the right to access and request corrections to your personal information at any time. Requests can be made in writing to hello@makelemonade.com.au.
Telehealth
Joining online
Your session link is included in your booking confirmation email and in your appointment reminder. You don’t need to do anything to set it up.
⚠ Can’t find your link? Email hello@makelemonade.com.au and we’ll resend it.
Fees
What it costs
Clinical Psychologist
50 min session
$280
Medicare rebate $145.25
Psychologist
50 min session
$230
Medicare rebate $98.95
Out-of-hours surcharge
Before 9am / after 5pm weekdays, all weekend & public holiday sessions
+$40
A valid GP referral and Mental Health Care Plan is required to access Medicare rebates. Up to 10 sessions per calendar year. Private health insurance may also apply. See full fee schedule →
Billing
How payment works
We use auto-billing. Your card is stored securely when you complete your intake form and debited automatically 30 minutes after each session. This gives you time to pay on a different card at the front desk before the debit occurs.
1
Card saved at intake
Stored securely via our encrypted payment system. You can update it at the front desk or via secure email link at any time.
2
Debited 30 minutes after your session
If you’d like to pay on a different card, visit the front desk after your session before the 30 minutes is up.
3
Receipt emailed automatically
Sent to your assigned email address after payment.
4
Medicare rebate processed
Returned to your nominated bank account. Allow 24-48 hours to arrive in your account.
ℹ A new appointment cannot be booked if there is an unpaid balance on your account.
Cancellations & rescheduling
Our cancellation policy
🕐 We require 48 hours notice to cancel or reschedule without a fee.
Monday appointments
For all Monday appointments, notice must be given by 9am on the Friday of the week before. After that, the standard 48-hour policy applies.
Late cancellation — within 48 hours
50% of the session fee applies.
Within 24 hours or no-show
The full session fee applies.
How to cancel or reschedule
Via the Halaxy client portal (link in your booking confirmation), by emailing hello@makelemonade.com.au, or by calling reception.
If we cancel your appointment
No fee is charged. We will offer you a priority rebook at the next available time.
Ongoing appointments
What comes next
You can book follow-up appointments at the front desk after your session, or directly through your clinician’s online calendar: a live view of their availability.
📆 Heads up on availability. Each clinician’s calendar is booked two consecutive weeks ahead. It can be difficult to secure a new booking within a two-week window and may require joining a cancellation waitlist. If you have a preferred day or time, we recommend staying 2–3 appointments ahead.
Contact & support
Getting in touch
Call us
(03) 9122 5254
Mon–Fri: 8am–7pm. Sat: 9am till 4pm.
Email us
⚠ In a crisis? We are not a crisis or emergency service. Get help in a crisis →
Privacy & records
Your information
Your records are confidential and stored securely in compliance with Australian privacy law. We use Halaxy, which stores data on Australian servers. Records are retained for a minimum of seven years after your last session.
How session notes are stored
Session notes are recorded in Halaxy, our secure client management system. Accessible only to your treating clinician and authorised administrative staff.
Who can access your records
Only your treating clinician and authorised Make Lemonade staff. Information is not shared with third parties without your written consent, except in circumstances outlined in our consent document.
Requesting a copy of your records
You have the right to access your records at any time. Submit a written request to hello@makelemonade.com.au and your psychologist will discuss the appropriate form of access with you.
Finding the right fit
It's okay to switch
Finding the right fit matters. We encourage you to give the relationship a chance to develop over the first few sessions, as comfort and trust can take time to build. If, after talking it through with your psychologist, it still doesn’t feel like the right fit, we’re happy to help you explore other options within the team. Just let us know, no awkwardness, ever.
✓ No judgement ✓ Easy process ✓ Same team, different clinician
FAQ
Common questions
Do I need a referral?
No. You can book directly without a referral. However, a GP referral and Mental Health Care Plan are required to access Medicare rebates. Ask your GP about this before your first appointment if you’d like to claim rebates.
What's the difference between a psychologist and a psychiatrist?
Psychologists are trained in psychological assessment and therapy. They do not prescribe medication. Psychiatrists are medical doctors who specialise in mental health and can prescribe medication. For most people seeking therapy, a psychologist is the right starting point.
How many sessions will I need?
This varies depending on what you’re working on. Some people find significant benefit in 6–10 sessions. Others continue for longer. Your psychologist will discuss this with you as you go — there’s no pressure to commit to a set number upfront.
Do I have to talk about my whole history in the first session?
No. Your first session is mostly about getting to know each other. You only share what feels right. You’re always in control of the pace.
Can I bring a support person?
Yes. Please let us know in advance so your psychologist can plan the session accordingly.
What if I'm running late?
Please call or email us as soon as possible. Your session will still end at the scheduled time, so arriving late will reduce your session length. The full fee applies regardless.
Do you offer NDIS, TAC, or Workcover sessions?
Yes. Please contact us directly to discuss your plan arrangement before booking so we can ensure everything is set up correctly.
Can I claim on private health insurance?
Some private health funds offer rebates for psychology. Check with your insurer before your appointment. Note that you cannot claim both Medicare and private health insurance for the same session.
What if I don't feel comfortable with my psychologist?
Let us know and we’ll arrange a transfer to another clinician on our team. Rapport is essential to good therapy — there’s no awkwardness in making a change.
