How does Mental Health Assist fit with the existing mental health treatment plan provided by Medicare?

The Mental Health Assist service complements any existing mental health treatment by providing an additional perspective on how to best treat you and your family. After receiving the 360Health expert report you will be offered three options for therapy:

• continue with any existing psychologist you connected with before contacting 360Health
• help with finding a suitable therapist in your local area for face-to-face therapy (a referral to a practicing mental health clinician will be made by the treating doctor and may be at an additional cost as it is not within the 360Health services), or
• referral to one of Teladoc Health’s psychologists via telehealth. Any referral to one of Teladoc Health’s psychologists will be made via a Medicare Mental Health Plan^ and the relationship will be between you and the psychologist directly.

The Mental Health Assist consult is not considered a consult under the Medicare Mental Health Plan and therefore will not reduce the amount of counselling sessions you may access in a calendar year. Any consults accessed under a Medicare Mental Health Plan may incur a cost.

^A Medicare Mental Health Plan is a structured document created by a GP that outlines treatment goals and actions for individuals diagnosed with mental health conditions, allowing access to subsidised mental health services under Medicare.

Do I need to pay to use Mental Health Assist?

No, all costs are covered as part of Hostplus' member benefits. The only charge you may face is after you have transitioned out of the program and into therapy with a psychologist.

How am I assigned a mental health nurse?

If you are eligible for Mental Health Assist you will have a mental health nurse to help guide you through the process. The nurse is assigned by the 360Health team when the booking request is made.

A mental health nurse is your point of contact throughout the entire process and acts as the bridge between you and the clinicians - facilitating the gathering of appropriate information and documents to ensure the process runs smoothly. A mental health nurse is assigned to you at the beginning of your journey and is responsible for answering any of your questions and concerns. A mental health nurse is available to continue assisting you for up to six months following the completion of the process.

Recognising that getting medical records will be the difficult and time-consuming element of the process, how can this be supported?

Subject to your consent, where medical records are required, the requested records are strictly related to your mental health condition – the mental health nurse also plays a role in following up on the records and updating you. Both these steps help reduce turnaround times. The mental health nurse works with you and relevant clinicians to identify the appropriate records and then arranges for collection of those records on your behalf.

How long does it take to go through the Mental Health Assist process?

Typically, you take part in an online consultation with a peer trusted Australian-based clinical psychologist or psychiatrist within 10 days of consent forms being returned. A final expert report will typically be delivered within a week from the experts completing their assessments.

How long does an assessment take?

Typically, this will take one hour, however if required more time will be spent to conduct an appropriate assessment.

How are the expert doctors and clinicians selected?

Doctors are selected through a peer-nominated process where the doctors are asked to nominate who they think are the best in their field. These responses form the basis of the global network of medical professionals who work with Teladoc Health to provide expert consultations. 

How long does the Expert Medical Opinion process take?

Typically, you should receive your report within 20 business days after all the relevant medical information and reports are received. The timeframes may vary depending on how fast the medical records are received. 

Are there any costs associated with the Expert Medical Opinion?

There is no charge to you or your family¹ for this service.

Will my treating doctor(s) be familiar with the 360Health provider Teladoc Health?

Your doctor may or may not be familiar with the service. If Teladoc Health needs to approach your doctor to request your medical records, they will fully explain the service.

Which medical conditions does the Expert Medical Opinion cover?

Serious medical conditions such as cancer, stroke, heart problems etc, and any other conditions causing you major discomfort such as chronic skin conditions and allergies, orthopaedic and psychological conditions.

If you are in need of emergency medical care in Australia, call 000 or visit an Emergency Department.

Please note: Emergency and dental conditions are not covered.

Do I need to travel to visit the leading specialist?

No. The 360Health medical team assesses your medical records and contacts the specialist for a second opinion on diagnosis and recommended treatment. Your contact is always with 360Health in Australia.