Frequently Asked Questions
- What is Mindstar?
- Why use Mindstar?
- Tell me about your Wellbeing & Mental Health Professionals?
- Mindstar provides Employee Assistance to our workplace, what do I need to know?
- How do I know that my conversations are safe and secure?
- What technical requirements do I need to connect to a Video Call session?
- Can I use my iPhone or Ipad to connect to a video call?
- How do I pay for a session?
- What is the difference between Face to Face, Video and Phone Sessions?
- Why do I need to sign up for an account with Mindstar?
- What if I have a problem while on a video call, what do I do?
- Can I change the way I have my sessions?
- How many sessions do I need?
- What is the difference between a Clinical Psychologist, Psychologist, Social Worker and Counsellor?
- Can I get a Medicare Rebate? Exciting new telehealth news!
- My private health insurance offers rebates how do I claim this?
1. What is Mindstar?
Mindstar is an innovative online wellbeing and mental health solution.
Mindstar provides you with the ability to easily connect with one of our professional and qualified Mindstar Wellbeing & Mental Health Professionals – our professionals offer session over phone, face to face or via our secure video technology.
CHOICE – Now, regardless of where you live, access and choice is yours. Browse through our diverse selection of Mindstar Wellbeing and Mental Health Professionals to find the person you connect to best.
CONVENIENCE – Book an appointment at the time that you choose (including nights and weekends), and speak to your professional from your couch, your office, their office, whilst on holidays or away on business. No more travel time means fitting an appointment into your busy schedule is easy.
2. Why use Mindstar?
At Mindstar, we understand that at times life can be difficult
We live in a sometimes stressful, time poor, socially isolated world. We all struggle from time to time. We passionately believe that health equals not only being body fit, but also mind fit. That’s exactly what our Wellbeing and Mental Health Professionals are here to help you with.
3. Tell me about your Wellbeing & Mental Health Professionals?
You can take the time to browse through our diverse selection of experienced professionals to choose someone that best suits you and your situation.
Each Wellbeing & Mental Health Professional is a qualified psychologist, social worker or counsellor and has been carefully handpicked after going through a rigorous selection process.
Individually, they have the experience to support you through an extensive range of areas that have the ability to affect your overall wellbeing and quality of life. The professional of your choice will work with you to improve areas such as, but not limited to relationships, managing anxiety, depression, grief, dealing with family, parenting or career stress. Or just enhancing your overall quality of life and wellbeing.
4. Mindstar provides Employee Assistance to our workplace, what do I need to know?
There are a number of convenient ways you can make a booking and connect with support.
All employees are given a unique corporate code directly from your employer. You can use this code to book a session online when you signup on our website, to connect with any of our professionals over video. Please contact your HR team or Mindstar directly if you have misplaced your corporate code.
If you would like to make a phone or face to face booking, you can call us directly on 1300 907 098 or by emailing [email protected]
Our friendly Wellbeing Concierge, will work with you, match and book a time for you to connect with the very best Wellbeing & Mental Health professional to suit your specific needs.
5. How do I know that my conversations are safe and secure?
We take great pride in ensuring no one else can join or view your calls.
Each video call is fully encrypted to bank security level and delivered directly between you and your professional. You can be assured that your calls are not recorded and information during your call is not stored on your computer or in the cloud.
6. What technical requirements do I need to connect to a Video Call session?
It’s Simple. Most modern computers have all of this ready to go – but here’s the detail just in case.
You will need the following;
Not sure what browser you are using? Go to www.whatsmybrowser.org to check
PC or laptop: Windows: 2GHz dual-core, ideally i5 processor & 3GB of RAM (memory); Windows XP, 10 or most updated
Apple Mac: Intel 2GHz dual-core, ideally i5 processor & 3GB of RAM (memory); OS X Leopard or most updated
Not sure what system you have?
Windows: Press the windows key + pause key to show system info.
Mac: Hit apple icon, top left corner and hit about this mac
Camera & microphone: Good quality webcam (built in or USB – HD preferable) and microphone. Most recent laptops have these built in.
External camera’s and microphones have been found to provide better quality.
Internet Connection: A wired connection is optimal, or at least a 4G or fixed wireless connection; download speed is at least 1100kbps
7. Can I use my iPad or iPhone to connect to a video call?
We will be releasing IOS & Android APPS very soon so that you can use your mobile devices.
Until then, you can connect to your video call using your PC or MAC.
8. How do I pay for a session?
For Video & Phone sessions you pay by Credit Card, using our secure payment gateway.
You will be charged once you have completed your session, not beforehand.
For your security, all payments go directly through the payment gateway – we do not keep or record your credit details on the Mindstar website.
For face to face sessions, you will pay for your session directly with your Wellbeing & Mental Health Professional.
9. What is the difference between Face to Face, Video and Phone Sessions?
Mindstar understands that people’s circumstances are different and to meet these we offer the following three types of sessions.
Face to Face session: allows you to go into the physical bricks and mortar office of your chosen Wellbeing & Mental Health Professional and connect in person. You may be eligible for Medicare Rebates or discounts.
Video session: still allows you to see your Wellbeing & Mental Health Professional but you will connect over a secure video link via Google Chrome on your PC or Laptop, wherever is convenient for you.
Phone session: for those who would rather just chat over the phone. A phone session can be booked so that the Wellbeing & Mental Health professional can call you at a desired time and talk to you.
10. Why do I need to sign up for an account with Mindstar?
By signing up to the Mindstar website you will see our wide range of Wellbeing & Mental Health Professionals and their availability.
You may also directly book a video session from the website. If you are wanting to book a face to face or phone session you can contact Mindstar directly on 1300 907 098, email us at [email protected] or request a call back HERE. We will book your session or help you select a suitable Wellbeing & Mental Health to match your needs.
An advantage of connecting over our secure video technology is access to your own personal dashboard. This is where you connect to your video call, view your session history and provides any technical information you may need.
A Mindstar account also provides easy access of direct payments via our secure online payment system.
11. What if I have a problem while on a video call, what do I do?
If you have a technical problem, call 1300 907 098. We provide technical phone support to troubleshoot any problems.
12. Can I change the way I have my sessions?
Yes, of course you can.
We believe that you should be able to choose how and when is convenient for you. It is important to note that not all of our Wellbeing & Mental Health Professionals offer all types of sessions. It is indicated on the Wellbeing & Mental Health Professionals profile what type of sessions they offer.
13. How many sessions do I need?
Everyone is different and so it will depend on you.
Some people find a couple of sessions puts them back on the right path, others find that knowing that they have someone to speak to on a regular basis is right for them.
14. What is the difference between a Clinical Psychologist, Psychologist, Social Worker and Counsellor?
All of these Professionals are trained and competent to recognise and treat the most common Mental Health problems or address areas that are affecting your wellbeing.
They are all trained to assist people with improving their emotional, social and mental health functioning.
Clinical Psychologists have studied psychology with the aim of understanding, treating and preventing Mental Health problems and disorders. They may have also carried out clinical research on the effectiveness of various Mental Health treatments.
Psychologists have studied psychology with a focus on helping people with their emotions, their personal history and improving their functioning environments.
Social workers have been trained with usually a much greater emphasis on social factors and interventions at the social level egg. community, family, interpersonal relationships etc.
Counsellors have similar training to Psychologists with more of an emphasis on helping individuals with normal day to day problems, such as stress, changing life circumstances, relationships, making career and education choices etc.
15. Can I get a Medicare Rebate? Exciting new telehealth news!
Yes, for video & face to face sessions, you may be eligible.
Video Sessions – From 1 November 2017 there will be an opportunity for people who are in rural, regional and remote areas (as listed by the government) to access Medicare rebates for video sessions. Please click HERE to search if your area is eligible. You can access 7 of the 10 sessions via video conference. To be eligible, 1 of your first 4 sessions must be face to face & your psychologist or mental health social worker must be located at least 15 kilometres from where you are. Mindstar can help navigate some of these guidelines to enable you to make the most of this rebate. Call us on 1300 907 098 and we will personally discuss your options. Video sessions for anyone outside of the eligible areas, will not be able to access the Medicare rebate.
Face to face – Many of our Wellbeing & Mental Health Professionals are able to offer a Medicare Rebate for sessions conducted at their office. Each individual profile will indicate what rebates or discounts are available.
To a receive the Medicare rebate, tou will need a mental health care plan from your GP prior to your first session.
16. My private health insurance offers rebates how do I claim this?
Health Fund rebates may be available for face to face sessions conducted at an office or private practice.
At this stage, rebates are not available for video or phone session. This is changing all the time, so we recommend you check with your insurance fund for the most up to date information.