Returning Clients Policy

Get Psych’d welcomes young people returning (returning client) to access further support.  

Returning client - a young person who has previously accessed our service and has not had an appointment for over 3 months, where their file has been closed (either due to disengagement or completion of treatment). 

To ensure safe and appropriate care, young people returning after a period of non-attendance of 3 months or more are required to complete a brief re-engagement process before their appointment is confirmed. 

This includes:

• Confirming or updating personal and contact details
• Providing a brief summary of current concerns
• Confirming current parent/guardian arrangements
• Confirming any changes to funding

Appointments can be made via the online booking portal or by phone. However, such appointments are considered a request and will be held as pending until this re-engagement process is completed. 

Get Psych’d recognises that each young person’s journey is different, and the level of support required when re-engaging may vary.

As part of the re-engagement process, young people returning will be asked to indicate whether they are seeking:

• A one-off “top up” appointment, or
• Regular psychological support

This information supports appropriate appointment allocation, clinician matching and service planning. 

While preferences will be considered, clinician availability and clinical appropriateness will determine whether a one-off “top up” appointment or regular psychological support can be provided. A one-off “top up” appointment may lead to a recommendation for regular psychological support, or a brief check-in may be sufficient. This will be determined collaboratively with the treating clinician. 

Get Psych’d recognises the importance of continuity of care and will prioritise young people returning to access support with their previous primary clinician where possible. 

However, there may be times when this is not possible, including where:

1. The clinician is no longer employed at Get Psych’d
2. The clinician has a full caseload
3. The clinician has an active waitlist

Where the previous primary clinician is no longer available, a young person returning will be triaged as a new referral and a suitable clinician will be allocated. 

In circumstances where the previous primary clinician has a full caseload and/or active waitlist, a young person returning will be triaged as a new referral and offered placement on the waitlist. 

Where clinically appropriate and available, a suitable alternative clinician may be offered to support earlier access to care. In these instances, a clinical handover will be completed to minimise the need for the young person to repeat their whole story again. 

In accordance with the Fees, Cancellation and Missed Appointments Policy,  an initial consultation fee applies to returning clients after 3 months or more break from accessing services at Get Psych'd. The standard consultation fee applies to all subsequent appointments. 

Accessing services as a returning client constitutes your agreement to this policy.

Updated:  23/04/2026