Frequently Asked Questions

Here are some of the common question and answers that we get asked about our self-referral process, access to the Patient Portal and how we collect feedback via our Patient Experience Questionnaire. If you would like further information or support please contact us. 


What will happen when I get referred to your service?

If you have spoken to your GP or other health professional about your current difficulties they may offer to make a referral to us on your behalf. Our first step will be to review the information provided. We will then contact you to book an appointment, gather more information or in some circumstances offer advice on services most suited to your needs.

What will happen when you receive my referral?

All referrals received are processed Monday to Friday, 9:00am – 5:00pm.

After we have reviewed your referral, one of our administrators will contact you to arrange an initial assessment. This will be a telephone appointment with a clinician, lasting approximately 45 minutes. You will be invited to tell us more about your reasons for referring and help us to identify the most appropriate support option for your needs.

We will do our best to ensure we offer you an appointment that suits your circumstances and supports your individual preferences, including considering accessible locations and any translator requirements.

Patient Portal

What is the Patient Portal?

The Patient Portal is an online tool that allows you to login prior to your appointment, to provide up-to-date information required for each appointment including updating the relevant clinical measures and any additional questionnaires required. The Patient Portal is designed to allow patients to quickly, easily and securely enter their questionnaires online in advance of an appointment. The Patient Portal is accessible via any internet enabled device, including computers, tablets, iPads and smart phones.

The information that you provide prior to your appointment on the Patient Portal will be available to your clinician. This provides many benefits including reducing the time during an appointment completing necessary paperwork allowing for an increase in clinical time.   

What information does the Patient Portal collect?

The Patient Portal collects several clinical measures and questionnaires essential to your treatment and therapy. These measures collected allow your clinician to monitor your progress of improvement and recovery.

How do I get setup on the Patient Portal?

All new referrals to our services will automatically be enrolled to use the Patient Portal, providing the patient has a valid mobile number and opted for SMS communication. You will receive a ‘Welcome Message’ by SMS after your first appointment.

The ‘Welcome Message’ will provide you with your login details. It’s important you keep or make note of your login details for future appointments.

How does the Patient Portal work?

You will receive a SMS appointment reminder up to 48hrs prior to your scheduled appointment date, you will then receive a second SMS prompting you to login to the Patient Portal and complete all required questionnaires and clinical measures prior to your appointment, please use the link provided in the message to access the Patient Portal.

Can you opt out of the Patient Portal?

If you would like to to opt out of the ‘Patient Portal’ please speak directly with your clinician or a member of the service who will be able to provide you with more information.

Patient Experience Questionnaire

What is the Patient Experience Questionnaire (PEQ)?

Improving your experience of our service is important to us and helps to ensure that we continue to provide high quality care. To assist us with our continued improvement we collect reports of patient experience at two stages during your journey with our service.

You will be sent your first Patient Experience Questionnaire after your assessment (initial assessment) and another at the end of treatment once you have been discharged from the service.

Why do we collect this information?

We collect this information to gain valuable insight into the care being received by our patients. The information collected via the Patient Experience Questionnaires is used to help inform service improvement, as well as highlight the quality of care provided by the service.

Information collected via the Patient Experience Questionnaire remains confidential and anonymised to allow patients to feedback with ease and honesty. For more information on how your information is processed and shared please refer to our ‘Fair Processing Notice’ and sharing information page

How do we collect the Patient Experience Questionnaire?

We want to make it as easy as possible for you to give us feedback. Throughout your journey with the service you will receive two SMS message reminders which will contain a link to the online questionnaire for you to complete in your own time. You will receive the first text message after your initial assessment and the second after you have been discharged from the service. Please note that you will only receive a text message if you have provided a valid mobile number and opted for SMS communication.

Please allow approximately 24 hours for the SMS to be sent after your initial assessment and after you have been discharged from the service. The questionnaire will vary slightly to allow you to provide information based on the different stages in your journey.

Where the Patient Experience Questionnaire cannot be collected via the SMS process, patients can complete PEQs via email or alternative methods.