Frequently Asked Questions
Location
What areas do you service? We are a mobile therapy service supporting clients within approximately 30 minutes of Melbourne CBD, including the north, east, south and west. We also offer sessions from our Fitzroy North clinic.
Where do sessions take place? Sessions can be held in your home, in the community, or in clinic spaces. Location is discussed collaboratively to ensure safety, accessibility and comfort.
Can you attend schools or other settings? Where appropriate, we can work across home, school and community environments to gain a fuller understanding of needs and to support generalisation of skills.
Therapy
What is the difference between psychology, counselling and psychotherapy? At One Another Therapy, psychology, counselling and psychotherapy are not different “types” of therapy in practice. All of our clinicians are trained to offer the same depth of relational, somatic and trauma‑responsive therapeutic work, and all respond primarily to your therapeutic wishes, goals and needs. The difference sits in the type of registration, rather than the styles and type of therapeutic training that you will have access to with your therapist. Psychologists are registered with a specific regulatory body, which allows them to complete formal assessments, write reports (psychotherapists can also write these for NDIS and TAC) , and provide services that can be billed under Medicare where applicable. Counsellors and psychotherapists are also trained to provide in‑depth therapeutic support, including longer‑term relational and somatic work, but do not hold the same assessment or Medicare billing permissions tied to psychologist registration. Importantly, these additional permissions do not change the style, depth or quality of therapy offered. Regardless of registration, our clinicians work collaboratively, relationally and somatically, focusing on nervous system regulation, emotional processing, meaning‑making and sustainable change. When choosing a clinician at One Another, the most important factor is fit, not title. If assessments and Medicare billing are required, a psychologist may be recommended. Otherwise, therapy is shaped by how you want to work, not by professional labels.
How many sessions will I need to come in for? The number of sessions varies for everyone and depends on what you’re seeking support for. Some people come to therapy for a short period to build coping strategies or work through a specific concern, while others engage in longer-term therapy to explore ongoing patterns or receive continued support. At One Another, therapy is tailored to your needs and preferences, and this can be reviewed and adjusted over time.
How does confidentiality work with a therapist? All information that you disclose in your session with a therapist is confidential. There are three exceptions to this rule. The first exception is if you are at risk of harm to yourself or someone else. The second exception is if we learn about harm to a child or an older person. The third exception is in relation to court orders. If any of these situations become relevant your therapist will discuss this with you.
Do I have to stick to one type of therapy? No. At One Another, therapy is flexible and responsive rather than limited to one style. Depending on your needs, sessions may include talk-based therapy, somatic or body-based approaches, creative or expressive therapies, or a combination of these. Some people work primarily with one approach, while others move between different approaches over time, guided by what feels most supportive and helpful.
What happens if I don’t feel like it’s the right match with my therapist? Trust yourinstincts. If it doesn’t feel like the right match after a few sessions, as frustrating as this can be, don’t give up. We each have unique personalities, so we can’t possibly gel with everyone we meet. Although it can be a pain to have to start again with another clinician, in the long-run it’s better to find someone who you feel comfortable with than stick with someone who doesn’t feel right.
Do any of your therapists speak a language other than English? Unfortunately, not at this stage.
Do you have after-hours and weekend appointments? We typically only offer appointments from 9am – 5pm Monday to Friday, however we can attempt to accommodate as much as possible outside of this.
Do One Another have a cancellation or rescheduling policy? One Another has a 24-hour cancellation and rescheduling policy. This means that if you need to change or cancel your appointment you must arrange this no later than 24 hours prior to your scheduled appointment time. This gives us enough time to offer your appointment to other people. If you cancel or change your appointment within 24 hours and it is not an emergency, you will be charged the full fee.
Do you work with a care team? Where helpful and with consent, we can collaborate with: Informal supports* Schools and early learning settings Allied health professionals Support coordinators and case managers This ensures therapy and assessment work is integrated, practical and aligned with your broader support network.
Funding & Services
Medicare If you have a referral from a GP or a psychiatrist for a Mental Health Treatment Plan you will be eligible to receive a Medicare rebate $89.65 per individual session for up to 10 sessions per calendar year. You will need to make an appointment with your GP who will assess whether you are eligible for a Mental Health Care Plan.
NDIS We are able to support you through NDIS plan via Self-Managed and Plan Managed plans.
Workcover, TAC, Victims of Crime, ATAPS, Employee Assistance Programs. We currently support Workcover and TAC claims. Please reach out for more information regarding additional funding streams.
Do you do one-off assessments or court reporting? Yes, we can see clients solely for the purposes of assessment including NDIS access assessment reports, NDIS Functional Capacity Assessment and Report and Diagnostic Reports. Please reach out to discuss your unique needs further. We however do not do forensic court reporting.
Telehealth & Online Services
What is Telehealth? Telehealth includes telephone and online video technology such as Zoom and Teams. Our preference is to use online video because this enables our therapists and clients to see one another. Given that an estimated 60-65% of communication is non-verbal, we feel that this is an important benefit. That said, sometimes because of technical glitches with software or issues with internet connection telephone is the best option.
How does Telehealth work? If you have a video consultation booked in, you will be sent an email confirmation which will include instructions on how to access your appointment.
What do I need for Telehealth? You’ll need either a smartphone, tablet or computer with an internet connection, camera and microphone (these are built into most modern devices). Headphones can also help with audio quality. We also encourage you to find a private room at home so you can speak freely and won’t be interrupted.