Your journey with Unison
At Unison, we take your experience as a client seriously. From the moment you reach out to us, you can expect service that is quick, caring and adaptable to your needs.
Read below to learn about how your journey might look and exactly what to expect from us.
People find their way to us in many different ways, maybe through a GP, word of mouth, our website, Google, or services like Open Arms. However you arrive, you can expect the same consistent and supportive experience at Unison.
Getting Started
Your first point of contact at Unison is our Practice Manager, Marissa – the behind-the-scenes wizard who keeps the whole place humming. She supports our therapists, wrangles the moving parts of the practice, and is here for you whenever you need a hand with anything at all.
Whether you’re booking in, updating something, or thinking “I have no idea who to ask about this,” Marissa is your person.
You can reach us by SMS (0408 706 922), email (contact@unisonmentalhealth.com), or by calling the same number. All communication channels are monitored Monday to Friday during business hours, and if we miss you, we’ll get back to you as soon as we can. We’re always happy to communicate in whatever format feels best for you.
Collecting Information
Once your initial appointment is booked, please check your email for some forms we’ll need you to complete before your first session. All forms are online and can be filled out on your computer or phone – whichever is easiest for you.
These forms typically include:
Intake form – Covers your basic history, contact details, and health information, helping to save time during your first session.
Consent and confidentiality form – Ensures you understand and agree to our policies, including your rights, data privacy, limits of confidentiality, and how we handle your information.
Therapist-requested assessments or questionnaires – Sometimes your therapist may ask you to complete a specific assessment related to your therapy or a potential diagnosis.
The information you provide helps us support you effectively on your therapeutic journey. There is no pressure to answer any questions that make you feel uncomfortable.
Attending Your Appointment
There are a couple of ways you might attend your session with Unison.
Telehealth sessions are held via Zoom, an online video platform. You’ll receive an email before your appointment with a link to join. There’s no need to download Zoom – just click the link, and you’ll be taken straight to your session.
In-person sessions Most in-person sessions take place at our lovely office in Windsor. When you arrive, go through the gate with the Unison sign and enter the main building. Our office is the first door on the right with a sign. If the door is closed, head down the hall and relax in our small waiting area until your therapist calls you in.
Clients attending in-person at our other location (Fitzroy North) will receive the specific instructions for that site in their confirmation email.
Paying For Your Services
When you complete your intake forms, we’ll ask for your payment details, as well as permission to charge the saved payment method after sessions. This helps everything run smoothly so you can focus on your session.
If you’re using a Mental Health Care Plan (MHCP): We’ll charge the full session fee to your saved payment method and will lodge the Medicare claim for you. Any rebate will go directly to your account with Medicare, so there’s nothing extra you need to do.
If you’ve been referred by an organisation like Open Arms, ADF, Bupa, WorkSafe, or similar: Billing usually happens directly with the referrer, so your process may look a little different, but we’ll make sure it’s all taken care of.
For everyone else: Session fees are generally charged overnight, and a copy of the paid invoice is emailed to you. If a payment doesn’t process for any reason, we’ll send a copy of the invoice with a link so you can pay by BPAY, Google Pay, credit/debit card, or bank transfer.
This way, payments stay simple and secure, leaving you free to focus on your sessions with your therapist.
And that's it!
