Client Hub

Appointments can take place in the environment that best supports your goals.

This may include:

• 🏡 Home visits 
• 🏫 School or childcare visits 
• 🌳 Community appointments 
• 🏥 Clinic appointments in Doubleview 
• 💻 Telehealth (video or phone appointments) 
• 🚶 Walk-and-talk appointments (where appropriate) 

Therapy is always tailored to you or your child's individual goals, strengths and everyday environments.

Every session is different because every person and family has different goals.

Depending on your needs, appointments may include:

• Therapy activities 
• Coaching and education 
• Practical problem-solving 
• Observations 
• Developing strategies together 
• Working alongside parents, caregivers or teachers 
• Reviewing progress 
• Planning next steps 

My aim is always to provide practical, meaningful support that helps you participate more confidently in everyday life.

Therapy recommendations are individualised and based on your goals, strengths and current needs.

Some people benefit from weekly therapy, while others may attend fortnightly, monthly or for review appointments only.

We'll regularly review your progress together and adjust the frequency as your goals change.

Life happens, and sometimes appointments need to change.

Please provide at least two clear business days' notice if you need to cancel or reschedule an appointment.

For example, if your appointment is at 9:00 am on Monday, notice is required by 9:00 am on Thursday.

Appointments cancelled within the notice period may incur the full appointment fee in accordance with my Terms of Service.

You'll receive:

• 📧 An email reminder three days before your appointment (with a link to cancel or reschedule) 
• 📱 An SMS reminder one hour before your appointment

If you or your child are feeling unwell, please contact me as soon as possible.

In some situations, it may be possible to change your appointment to telehealth or use the session as a parent or caregiver consultation instead.

If you're unsure, please get in touch and we can discuss the most appropriate option

Yes.

If circumstances change, for example, if your child is unwell, you're unable to travel, or severe weather makes travel difficult, it may be possible to convert your appointment to telehealth.

Please contact me as soon as possible and we'll discuss the best option.

Occupational Therapy doesn't stop when an appointment finishes.

To provide high-quality, individualised support, I also spend time completing important work behind the scenes. This is referred to as non-face-to-face time.

This may include:

• 📞 Phone calls 
• 💬 Text messages 
• 📧 Emails 
• 📝 Progress notes 
• 🎯 Writing goals and therapy plans 
• 📄 Reports and supporting documentation 
• 📚 Developing therapy resources 
• 🤝 Liaising with parents, schools and other professionals 
• 🧠 Planning and preparing for therapy sessions 

This time is billed at the same hourly rate as therapy sessions because it forms an important part of the Occupational Therapy service you receive.

Absolutely.

The best way to contact me is by email.

If your enquiry is brief, I'm always happy to answer quick questions where I can.

If your enquiry requires clinical reasoning, detailed advice, consultation or communication with other professionals, this may be billed as non-face-to-face time where appropriate.

I'll always aim to be transparent about billable time.

One of the benefits of mobile Occupational Therapy is that therapy can take place in the environments where everyday life happens.

This allows me to observe routines in real-life settings and work alongside families, schools and other supports.

Providing mobile services also means I spend time travelling between appointments.

To keep travel costs as fair as possible, I:

• Schedule appointments geographically wherever possible. 
• Share travel between clients seen on the same trip. 
• Plan efficient travel routes. 
• Offer clinic and telehealth appointments for people who prefer not to incur travel costs. 

My goal is to provide flexible, high-quality Occupational Therapy while keeping travel costs as fair and transparent as possible.

Travel includes both:

• Time spent driving to and from your appointment. 
• Kilometres travelled. 

For plan-managed NDIS participants, travel is billed in accordance with the current NDIS Pricing Arrangements and Price Limits. Private and self-managed clients are charged in accordance with Whale Shark Therapy Services' Fees & Funding policy.

Where possible, travel costs are shared between clients to reduce the amount each person pays.

Yes. Some private and self-managed NDIS participants prefer knowing the travel cost before their appointment.

A flat-rate travel fee is available based on the distance between Doubleview House Community Centre and your appointment location.

Current flat-rate travel fees are:

• 0–5 km $49
• 5–10 km $99
• 10–15 km $149
• 15–20 km $199
• 20-25km   $249
• 25+ km By request only

Your invoice may include several components depending on the services provided. Not every invoice will include all of the items below. The services listed will depend on the support provided.

These may include:

Therapy

The time spent providing Occupational Therapy.

Provider travel

Time spent travelling to and from your appointment.

Mileage

Kilometres travelled to your appointment.

Non-face-to-face

Time spent completing work outside your appointment, such as planning, documentation, reports and communication.

Every invoice also includes:

• Service description 
• Date of service 
• Item code (where applicable) 
• Unit price 
• Quantity 
• Total amount 

Absolutely.

I want you to feel confident and comfortable with both your therapy and your invoices.

If there's ever something you don't understand, please don't hesitate to email me.

I'm always happy to explain how an invoice has been calculated.

The way invoices are issued and paid depends on your funding arrangement.

Private clients

Invoices are issued after services have been provided and are payable by bank transfer.

Payment details are included on every invoice. Once payment has been received, your invoice link also functions as your receipt.

If you have eligible extras cover, your receipt may be submitted to your private health insurer for reimbursement. Rebates vary depending on your insurer and level of cover.

Self-managed NDIS participants

Invoices are issued after services have been provided and are payable by bank transfer.

Once payment has been received, you can claim the invoice through the NDIS portal.

Plan-managed NDIS participants

Invoices are sent directly to your nominated Plan Manager for payment in accordance with the current NDIS Pricing Arrangements and Price Limits.

If you have any questions about how invoices are managed, please don't hesitate to get in touch.

Your Terms of Service and Privacy Policy are provided during the onboarding process.

For your convenience, links are also included in your appointment confirmation emails.

If you need another copy at any time, please let me know.

Every person, family and every situation is different. If your question hasn't been answered here, or you're unsure about anything, please don't hesitate to get in touch . No question is too small. If you're unsure about anything, please get in touch; I'm always happy to help.

📧 Contact Hayley