Frequently Asked Questions
General Questions
Can I see you for one-on-one therapy?
Inner Bloom is dedicated to offering group-based support, online courses and resources. While we don't provide individual psychology support at Inner Bloom, Angela does offer individual psychology support at Redlands Psychologists. If you are interested in receiving individual support from Angela, please reach out to the wonderful team at Redlands Psychologists on (07)3286 1530 or visit their website at www.redlandspsychologists.com.au
What can you help me with?
We're incredibly passionate about providing support for a range of concerns, including: - Providing support for Burnout prevention, management and recovery - Facilitating access to peer support, allowing people with shared experiences to connect - Increasing awareness, understanding and access to support for neurodiverse people and their families - Building confidence with communication, relationships, conflict management, self-advocacy and boundary setting - Providing compassionate support for people impacted by trauma - Supporting individuals to successfully navigate life transitions, milestones and changes - Building your toolbox of skills and strategies to support resilience, coping and nervous system regulation
What is trauma informed care?
Trauma informed care is a model of care that goes beyond simply understanding trauma. It’s the use of flexible, tailored, person-centred approaches to create a safe and supportive environment to facilitate healing. It ensures that no further harm is caused, and recognises not only the widespread impacts of trauma, but also the unique ways in which trauma can impact individuals. Safety, autonomy and empowerment are at the core of trauma informed care, and the practitioner’s primary role is to maintain these principals at all times. Trauma informed practitioners are professionally trained and specialise in delivering services that align with the six guiding principals of trauma informed care, and have the ability to adapt services to suit the unique needs of individual clients, even in group settings.
What is neurodiverse affirming care?
Neurodiverse affirming care is centred around the recognition that neurodivergent brain types are natural variations of human brain types; not mental disorders that require “fixing”. Neurodiverse affirming care focuses on understanding, accepting and supporting the unique needs of each individual by creating environments that remove shame, celebrate individuality, and encourage autonomy. Practitioners recognise the history and stigma surrounding neurodivergence, and aim to combat this through education, advocacy, and empowerment of neurodivergent people and communities. Practitioners are professionally trained and specialised in delivering services that align with the guiding principals of neuro-affirming care. They hold the ability to deliver collaborative, flexible and supportive services that cater to the unique needs of individuals, and create environments that allow for safe unmasking and empower autonomy.
What is culturally sensitive care?
Culturally sensitive care goes beyond having a level of awareness and knowledge regarding various cultures and their practices. It’s a person-centred approach that leads with curiosity, acceptance, respect, trust, and empowerment of autonomy. No one can be an expert on all cultures, and it would be ignorant to assume that you know all there is to know about any culture, what it means to an individual, and how to respect their cultural practices. That is why culturally sensitive care is collaborative; involving open conversations to increase understanding, developing mutually agreeable strategies and plans relating to an individual’s care, navigating barriers and challenges together, embracing and utilising strengths, and assisting in establishing a reliable support network. Practitioners are professionally trained to not only be aware of the role that culture hold for an individual and how to adapt sessions to be sensitive to those impacts; they are also trained to identify their own cultural beliefs and biases, be aware of their privileges and power-imbalances and how those impact their clients, how to engage in critical self-reflection, and how to maintain professional and ethical regardless of any differences in cultural beliefs.
Where are you located?
Our office is located in Suite 2 of the QSuites building, at 122 William Street, Rockhampton City.
Please be aware that our office is open by appointment only.
Are your in-person, social or peer support groups held at your office?
Our in-person group services are held at various venues and locations within the community. While we love our cozy office, we don't have enough space to facilitate groups. Please be sure to check the location for any in-person group services prior to booking.
I can't find a phone number to contact you. How can I get in contact?
We don't have a dedicated business phone at the current time. The best way to contact us is via the "Contact" page on our website, or emailing hello@innerbloompsychservices.com.au If you would like to speak to us over the phone, we will arrange a time for this via email. Please be aware that our calls will come from a private number (i.e. no caller ID).
How can I share feedback or make a complaint?
We welcome feedback of any kind so that we can continue delivering services of the highest standard. If you are unhappy with any aspect of our services, products, or care, we would love the opportunity to listen and work with you to seek a resolution. You’re welcome to email us directly at hello@innerbloompsychservices.com.au, or submit the form on the 'Contact' page of our website. If for any reason you are unhappy with the way we have handled your feedback, or if you hold concerns about our professional conduct, you can contact the Psychology Board of Australia (AHPRA) or the Office of the Health Ombudsman (QLD). Contact details for both parties can be accessed in the Terms and Conditions page on this website, under “Concerns and complaints”.
Services & Bookings
How do I know if your services are the right fit for me?
We want you to feel confident booking our services. We aim to provide as much information as possible in the description of each service to give you a clear idea of the topics covered and intended benefits. However, if you’re still unsure whether one of our services it the right fit for you, please don't hesitate to reach out to us by emailing hello@innerbloompsychservices.com.au or by submitting the form on the 'Contact' page of our website.
Can I see you for a session before attending a group service?
While Inner Bloom doesn't provide individual psychology support, if you believe you would benefit from a one-off session prior to attending one of our groups to discuss any support needs or establish a connection prior to the group, we are happy to arrange this. Please email us at hello@innerbloompsychservices.com.au if you would like to discuss this option. Please be aware that private session fees apply. Medicare rebates and NDIS billing is available for eligible participants.
How do I book a service with you?
Each of our services have their own booking or purchasing page, depending on what service you are interested in. If you are wishing to attend one of our groups, please visit the page for the style of group you are interested in (e.g. in-person groups, online groups/webinars, or social and peer support groups). That page will show you all of the groups that we currently have available, and you can follow the prompts to book into that group. If you are interested in our online courses or resources: please visit the appropriate page for the type of digital product you are wanting, select which digital product you wish to purchase, and follow the prompts to complete your purchase. Your digital product will be available after payment has been confirmed. If you have any questions, concerns, or if there are any issues with your booking or purchasing process, please don’t hesitate to email us at hello@innerbloompsychservices.com.au, or complete a form on our Contact Us page.
What happens if I miss one of the sessions in a group service with multiple sessions?
We understand that life happens and sometimes appointments are missed. If you are no longer able to attend one of the sessions in a group service that includes multiple sessions, please let us know as soon as possible. Where possible, we will do our best to fill you in on any content missed, however, we cannot guarantee that this will be possible. Please also keep in mind that all sessions in a group service must be attended to receive the full intended benefit of the service. If you have missed a significant amount of content, we may be able to arrange a one-off session to go over the content in an individual appointment with Angela. Please be aware that appointments are subject to availability, and private fees apply.
What happens if I miss more than one session in a group service that includes multiple sessions?
If you anticipate that you will be unable to attend more than one session in a multi-session group service, please let us know as soon as possible. In some cases, we may be able to accommodate these absences so that you may maintain your place in the group. However, where this is not possible, your place in the group may be forfeited. Please be aware that we do not offer refunds or reimbursements for failure to attend all sessions in a multi-session group service.
What if I can no longer attend a group service with multiple sessions?
Cancellations can be made up to 48 hours prior to a scheduled service. For a group service with multiple sessions, you may cancel your booking up to 48 hours prior to the FIRST session. However, any cancellations made within 48 hours of a service are subject to our cancellation policy, and the full service fee may be forfeited. More information about our cancellation policy can be found in our FAQs.
Can I see you for individual support after attending a group or completing an online course?
If you have purchased an online course from us, you are eligible to attend one individual therapy session at a reduced rate to cover any content from the course in greater depth. If you would like to attend an individual therapy session after attending one of our groups, we are happy to arrange a one-off session for further support. Please be aware that private fees apply for individual sessions, with Medicare rebates and NDIS billing available for eligible participants. If you would like to receive support for a concern unrelated to a group or online course, or if you would like to engage in ongoing psychological support, you may request to book an appointment with Angela at Redlands Psychologists by phoning (07)3286 1530 or visiting their website at www.redlandspsychologists.com.au
How do I book a one-off individual session?
If you would like to attend a one-off session to further discuss content from a group service or online course, please send us an email at hello@innerbloompsychservices.com.au Once we have received your email, we will get in contact with you to book an appointment at an available time.
Payments & Cancellations
What payment options are available?
For your convenience, our booking platform offers multiple payment methods. Please be aware that some payment methods may include a transaction fee that will be automatically included at the checkout. If you experience any issues with payment, please contact us at hello@innerbloompsychservices.com.au
When do I need to pay for my services?
Payment is required to process and confirm any bookings made on our website. If you have not received a payment confirmation or confirmation of your booking, please contact us at hello@innerbloompsychservices.com.au If you have arranged to attend a one-off individual session with Angela, we will request a deposit or pre-payment to secure your appointment. If you choose to pay the deposit, the remaining fee must be paid at the beginning of your appointment.
Why are your groups, courses, and resources different prices?
Each of our products and services are individually priced based on a variety of factors, such as the length of a service or product, the amount of content included, cost of materials, venue or catering, and the time required to prepare or deliver the product or service. It's important to us that we make our products and services as financially accessible as possible. We ensure that our fees remain below the APS National Schedule of Recommended Fees, and eligible clients may claim Medicare rebates or use NDIS Funding to access services.
Can I claim Medicare rebates for groups, courses or resources?
You may be eligible to claim Medicare rebates on some of our group services with a valid Mental Health Care Plan (MHCP) from your doctor. Medicare allows you to claim rebates for up to 10 group therapy sessions per calendar year with an eligible MHCP. If a group service qualifies for Medicare rebates, this will be clearly stated in the group description. Please be aware that not all group services are eligible for Medicare rebates. Unfortunately, online courses and resources do not qualify for Medicare rebates.
Can I claim services or products under my private health insurance?
Most private health insurers will not cover group psychology services, online courses, or resources under their plans. However, as each insurance policy can differ, we cannot advise whether you may be able to claim any of our services or products under your insurance. We always recommend contacting your insurer directly to confirm with them.
How do I claim my rebate if I am eligible?
We do not submit any claims for rebates on your behalf. Upon completion of your service, you will be provided with a receipt including the Medicare Item Number for your service, and you can submit your rebate claim directly with Medicare or your private health insurance (if they have advised that they can provide a rebate for your service). If you have paid for your service ahead of time, you would have received a payment confirmation. This is not the same as the receipt you will require to submit a rebate claim. You will not receive this receipt until after you have attended the service.
Are any of your services bulk billed or funded?
At this stage, we are a fully private service, and unfortunately cannot afford to bulk bill for services or reduce our fees any further. However, we would absolutely love to obtain funding in the future so that we can offer our services at little to no cost for you!
What is your cancellation policy?
We understand that life happens, and sometimes you may need to cancel your session with us. If you do need to cancel for any reason, we kindly ask you to please let us know a minimum of 48 business hours prior to your scheduled session or service. If you have pre-paid for your services, or if you have paid a deposit, you may request a refund or credit for the amount you have paid. Any cancellations less than 48 business hours prior to your scheduled session or service will be considered a late cancellation, and late cancellation fees will be charged. If you fail to attend your session (i.e. no-show), this is also considered a late cancellation, and late cancellation fees will be charged. If you are cancelling one or more sessions from a multi-session group service, but still wish to attend the other sessions from that group, you will not be provided with any partial refunds, credits or discounts for the sessions that you have missed. If you are wishing to cancel all sessions included in a multi-session group service (i.e. you’re withdrawing from the group entirely), our standard cancellation policy applies. Rescheduling an appointment to another day is considered a cancellation, as you are cancelling the originally scheduled appointment and making an appointment on another day. Rescheduling appointments falls under our cancellation policy, and rescheduling with less than 48 business hours’ notice is subject to cancellation fees. Ongoing cancellations may result in us reviewing your access to our services. If you are having trouble attending your sessions or services, please reach out to us via email at hello@innerbloompsychservices.com.au or by completing the form on our Contact Us page, so that we may assist you or provide support where possible.
What should I do if I need to cancel my session or service?
Please email us directly at hello@innerbloompsychservices.com.au as soon as possible, and use your name and “- CANCELLATION” in the subject line so that we may clearly distinguish your email within our inbox and attend to it immediately. For example, if you name is John Doe, the subject line should read “John Doe – CANCELLATION”.
What are your late cancellation and no-show fees?
Late cancellations and no-shows for group services forfeit the full fee for that service as a late cancellation fee. If you are attending an individual service with us and you have paid a deposit for your session, late cancellations will forfeit the deposit as a late cancellation fee; no-shows will forfeit the deposit and will be issued with an invoice for the remaining session fee. If your reason for cancelling is due to an unexpected illness or other exceptional circumstances, we may be able to waive our late cancellation fee with proof of your circumstances (e.g. medical certificate). It is solely at our discretion whether the late cancellation fee is waived, and we reserve the right to charge late cancellation fees for any reason.
What if I'm running late for my session?
If you are going to arrive late for a session or appointment with us, please let us know as soon as possible by emailing us directly at hello@innerbloompsychservices.com.au. We kindly ask that you please include your name and “- RUNNING LATE” in the subject of your email (e.g. “John Doe – RUNNING LATE”) so that we may easily distinguish it within our inbox, and attend to it immediately. Unfortunately, we are unable to provide additional time for your service if you are running late, and your session or appointment will need to finish at the originally scheduled time. The full fee for the service will still apply, and no discounts, credits or refunds can be provided for late arrivals. If you arrive more than 15 minutes late for your session, you may be asked to reschedule or you may forfeit your ability to attend the session. If this is the case, our no-show fees will apply. We always do our best to assist you where possible, and try to find a solution that may allow you to still complete your session despite a late arrival, however, this is not always possible, and cannot be guaranteed.
Can I receive a refund or credit for online courses or resources?
Due to the nature of our digital products (i.e. online courses and resources), we hold a strict no refunds policy – because once something has been sent, downloaded, or accessed, it cannot be undone. If you are having any issues with your digital product, please reach out to us immediately by emailing us directly at hello@innerbloompsychservices.com.au or submitting the form on our Contact Us page, so that we may assist you with resolving your concern. If you have purchased a digital product that is to be accessed via an email link and you have not received it, please first ensure that you have received an email confirmation of your order, you have carefully read any information outlining when you are likely to receive your email link, and that you have checked your Junk and Spam folders prior to emailing us. If there is a fault with your digital product that we are unable to resolve, you are entitled to a refund under the Australian Consumer Law.
NDIS Services
Are you an NDIS Registered Provider?
Unfortunately, we are not an NDIS Registered Provider, meaning we are unable to provide services to Agency Managed NDIS Participants that are covered under their NDIS Plan. If you are an NDIS Participant who is Plan Managed or Self Managed, you may use your NDIS Plan to access our services, provided our services are included under your Plan. If you are an Agency Managed NDIS Participant, you may still access our services privately, or you may be eligible to claim Medicare rebates for services with a valid Mental Health Care Plan.
How do I book a service if I am planning to use my NDIS Funding?
Our online booking systems require full payment for services to confirm and secure your place in a group service. You will receive an initial invoice confirming your payment of the booking fee. After the service has been delivered, we will issue you with a separate invoice with all relevant formatting and details to claim rebates from the NDIS.
Am I required to pre-pay for services or pay a deposit for services if I am claiming them under my NDIS Plan?
All of our services require full payment at the time of booking to confirm your place.
Do I need to complete a service agreement?
Yes. If you are planning to claim our services under your NDIS Plan, we require a completed and signed service agreement on file at least 24 hours prior to the scheduled service. Service agreements protect both the client and the provider by ensuring that the cost and scope of the services has been clearly outlined and agreed to.
How do I pay for services if I am Self Managed?
You will be issued with an invoice upon completion of your service with the appropriate formatting and details to submit for NDIS reimbursement.
How do I pay for services if I am Plan Managed?
Upon completion of your service, we will generate an invoice with the appropriate formatting and details to submit to the NDIS for reimbursement. We will typically email this invoice to you directly, which you can then forward onto your Plan Manager. If you would prefer that we send the invoice directly to your Plan Manager, please let us know.
What if the NDIS won't pay for the service?
In cases where clients are unable to receive rebates or reimbursements for a service, the full fee must be paid by the client. If you are unsure whether or not our service will be covered under your plan, we encourage you to check with your Plan Manager or Local Area Coordinator.
Do you still charge cancellation fees for NDIS Participants?
Yes. Our Cancellation and Fee Policies apply to all clients.