Patient FAQ's

Who is Dokotela?
Dokotela offers telehealth appointments with Psychiatrists, Geriatricians and Psychologists. You see our specialists by a secure video conferencing platform.  Some face to face appointments are also available in certain areas.  The Dokotela platform facilitates access to mental health clinicians where and when you need them. Our clinicians are independent professionals with broad expertise. Dokotela has no control over the conduct of health providers and clients who use the platform. We welcome any feedback and will pass it onto your clinician.  

Psychiatrists: How do they help and what happens during an appointment?
Psychiatrists are doctors that specialise in mental health. They make a thorough assessment based on taking a comprehensive history from you regarding the symptoms you have been experiencing. They will then recommend suitable treatment. Mental illness can be treated and many people recover well or even completely.

Your first appointment with a psychiatrist will usually be approximately 1 hour. During this appointment your psychiatrist will: ask you about your concerns and symptoms ask questions about your general health ask about your family history and patterns of behaviour may ask you to fill out a questionnaire or gather some other information. The long appointment gives the psychiatrist time to ask all required questions, listen to you and understand each aspect of your situation.

They might also want to speak with other health professionals or members of your family. Your psychiatrist may order some more tests to help them understand what is going on. It might take one or more appointments for your psychiatrist to make a diagnosis. The next step is to work out a treatment plan. A treatment plan is a combination of therapies that suit your health, preferences, family situation and age. Usually (but not always) the treatment plan will include some medication, psychological therapies and lifestyle changes. You and your psychiatrist will work together to develop a treatment plan that’s right for you.

Geriatricians: How do they help me?
A geriatrician is a specialist doctor who cares for people over the age of 65 years, who usually have several health conditions or illnesses. Geriatricians help manage: dementia and other cognitive problems mobility and frailty incontinence nutrition medicines other complex medical issues. A geriatrician will conduct a comprehensive assessment by asking you many questions about your physical and mental health. This is to help them understand your physical and mental condition, as well as your social situation. A geriatrician will work with you to put together a management plan or healthcare plan to help keep you as healthy and as independent as possible.
  
Psychologists: How do they help me?
Psychologists are not doctors. Rather they are professionals who have studied human behaviour, including how people think and feel. A Psychologist can help you by providing therapy and counselling to reduce distress, help people manage psychological problems and help you learn to cope with stressful or upsetting situations.  There are many different styles of therapy, but the psychologist will work with you to identify the best approach to address your concerns. Some common types of therapy are cognitive-behavioural, dialectical behavioural, interpersonal and acceptance commitment therapy.  Psychologists do not prescribe medications.    

‍How long is my appointment? Appointment lengths vary depending on the specialist you are seeing, but the below gives you an indication:
Psychiatrist: Initial Appointment 60 minutes
Psychiatrist: Subsequent Appointment 30-60 minutes
Psychologist: 60 minutes
Geriatrician: Initial Appointment 60 minutes
Geriatrician: Subsequent Appointment 30-60 Minutes   

‍What is telehealth?
Telehealth is a virtual consultation that is completed over a video platform such as Zoom or Coviu. Appointments are performed from either a GP clinic or from the patients home.  It is not a phone call, the Specialist must be able to both see and hear you for a consultation.


‍What do I need to book an appointment?
Psychiatrist or Geriatrician:  You need a referral from your GP to one of our specialists . This should be less than 1 year old. Please ask your GP to address this to “Dokotela Specialists”.
You or your GP can send the referral, please send this to referrals@dokotela.com.au
Psychologists: You need a mental health care plan form your GP. Please send this to Dokotela referrals@dokotela.com.au 
Work Cover: You require an approval letter from your Insurance Company. Please send to admin@dokotela.com.au


‍Is an appointment by video conference as good as seeing someone in person?
For some people and in some situations, telehealth (seeing someone by video or telephone), can be just as effective or more effective than in-person care. The benefits of telehealth is access to a specialist for your healthcare needs anywhere, anytime, without having to travel long distances. Everyone has individual preferences.

Some people prefer telehealth because it is more convenient and they feel they find it less intimidating than going to a doctors office. Other people prefer to sit in the same room as the person they are talking to. The best way to know is to try it out!  

‍Where will my appointment take place?
You can have your appointment from your home or from your GP practice. Either way you will need a device with a camera and microphone and a good internet connection.  Home appointments: You can book an appointment online at any time that is convenient for you.  Appointments from your GP practice: Please contact your GP practice to check if they can facilitate the appointment at a time that is convenient for you. If they need more details they can contact Dokotela directly to inquire on admin@dokotela.com.au or 02 8003 7668.  Your appointment should be held in a private room at home or office.
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*If you are not in a safe and appropriate location your appointment will be terminated and you will be charged a cancellation fee*  

What equipment do I need for my appointment?
You will need a device with a camera, speaker, microphone and good internet connection.   

What happens if I don’t have the equipment I need for the appointment?
If you don’t have the equipment you need for the appointment or are not confident to join the video conference yourself you have two options.
1. You can do the appointment with a friend or family member who has a device and internet connection you can use, if you are comfortable with this option.
2. We can arrange for the appointment to be facilitated from your referring clinician office, so that they can help you connect to your appointment. If you would like to take this option and need some help organising this, please call our practice on 02 8003 7668.

‍Can I have the appointment from my referring clinician’s office instead?
If your referring clinician is able to facilitate your telehealth appointment then yes absolutely.   Please contact your clinician to check when their office is available for you to have your appointment.

If you need assistance, please call our practice on 02 8003 7668 so we can help you book this in.  

‍How much will my appointment cost?
Please refer to our fees page for the latest and most accurate information

What is the wait time for an appointment?
Generally wait times for an appointment are 2-6 weeks. If you are flexible with the times you are available, we can get you seen quickly. We can also place you on a cancellation list for an earlier appointment (please send us an email admin@dokotela.com.au requesting you are added to the waitlist after booking your appointment)  Please note that we are not an emergency service. If you do require urgent care, please see your general practitioner, or go to the emergency department at your local hospital.

What information does Dokotela need from me?
We require:
A valid referral (or mental health care plan if you are seeing a Psychologist)
Medicare card
Debit or credit card for payment
Up to date contact information
Workcover clients also require an approval letter  

Why is Dokotela asking for my credit card information?
We require a debit or credit card to secure your appointment and process payment after the appointment.  Please note that if you need to cancel or change your appointment, we need at least 2 business days notice. If you do not provide enough notice or fail to show up for your appointment, you will be charged a cancellation fee of $110. 

‍What if I don’t have a credit or debit card?
We are unable to progress with your booking if you are unable to provide a credit or debit card as a payment method. 

‍How do I know if my appointment is booked?
Once you have completed your online booking, you will receive a confirmation SMS to your mobile number (please allow 5-10 minutes). This will contain all information including day and time of your appointment, the specialist you will be seeing, and instructions for the appointment (whether it is over video call). You will also receive an SMS reminder a few days before your appointment.

‍How do I confirm my appointment?
You will receive an SMS reminder 5 days prior to your appointment, please reply “Yes” if you are able to attend or call us if you are unable to attend and we can re-book for another day.


‍How do I connect to my appointment?
Download our instructions HERE

‍What should I bring to an appointment?
We recommend you bring a support person – this is a family member or friend, anyone you feel comfortable with or trust. Please bring any mediation you are currently taking and if you have been to hospital lately any discharge summaries that you have available.

‍Who should I bring as a support person and why?
A support person can be either a professional assisting you with your mental health or a family member/friend/carer you feel comfortable with and trust.
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There are a number of benefits for both the client and the Specialist:
- Gives you confidence that you have someone who can help you communicate all of the relevant information
- There is a great deal of information provided during the appointment and it can be difficult to remember it all.
- Having someone that knows you well can provide additional information for the Specialist and can be helpful for the Specialists diagnosis and treatment recommendations.
-This person can support you on your journey to recovery after the appointment  

‍What if I need to change or cancel my appointment?
You are able to change or cancel your appointment anytime up until 48 hours before your appointment at no cost by calling 02 8003 7668.  Our cancelation policy requires at least 48 hours notice if you would like to cancel or change your appointment. These appointments are difficult to fill without you providing enough notice, so there is a fee of $110 if you do not give us 48 hours notice of a change/cancellation or you fail to show up for your appointment.

How do I make payment?
You will be required to pay the appointment fee on the day of service. We will process payment immediately after the appointment and send the claim to Medicare, for them to process the rebate for you. There is nothing you need to do.   Medicare generally takes 48-72 hours to process the rebate and for the amount to be deposited into your bank account, if you have registered your details with Medicare appropriately. If you do not receive the Medicare rebate, you will need to call Medicare directly to check the status of the claim and confirm your bank account details. There contact number is 1300 360 460. If you require your invoice, receipt of Medicare Statement we can email this to you, upon request. 

What happens if I am having technical difficulties?
Please call (02)8003 7668 and one of our friendly clinic staff will assist you to troubleshoot. A live chat option is also available from our website if you are having technical difficulties and a team member will be on hand to give you a call to assist.  

Do psychiatrists prescribe medication on the first visit?
Once a diagnosis is made, your psychiatrist develops a treatment plan for you that may include prescribing medications. Sometimes patients attend several appointments before they’re diagnosed and given medication, while others may receive medications sooner.  

‍What happens after your Psychiatry appointment?
Most patients require at least two appointments – one to establish a diagnosis and put in place a treatment plan and a second appointment to review your progress and ensure you are happy with your progress. However, other patients may require multiple appointments. Your specialist will discuss this with you at the end of the appointment and answer any other questions you may have.

Once your Psychiatrist has established a diagnosis and treatment plan, they will send this to your GP. If required, your Psychiatrist will write scripts and order pathology. Please ensure you book an appointment to see your GP to discuss your treatment plan. Your GP may also write any prescriptions you require.  

‍What if I have side effects from the medication my Specialist prescribes?
If you have any concerns regarding your medications, please see your GP. They will be able to advise you of how to manage these side effects and can contact your Psychiatrist directly if required.

What do I need to do if my script runs out?
You should speak with your specialist at the time of your appointment. They will make another appointment for you or recommend your GP write the next prescription (including repeats).  If your specialist has recommend you see them again for your next script, it is your responsibility to ensure a follow up appointment is booked with plenty of time before your medication runs out. Our specialists are booked in advance so we may be unable to facilitate an urgent appointment if you have run out of your medication.

‍What if I need a report or other documents completed by the Specialist?
Most of our specialists only provide treatment and do not fill in other documents or reports. If you do require some other documentation or report, please contact our staff on 02 8003 7668 to discuss your requirements and the cost associated.  This includes any legal documentation, workers compensation documentation, driving assessments and firearms assessments.