A list of frequently asked questions (FAQs) and answers is a commonly used tactic to help potential clients find out more information about an allied health service or a specific practice, before they commit to making an appointment. FAQs can be listed on a web page, which can also help improve your search engine ranking by using relevant keywords. FAQs can also be listed in a brochure or pamphlet, which can be distributed to clients as well as referral sources such as GPs.
So, what should the FAQs look like for a psychology practice?
Of course, you should start with the questions that your clients actually frequently ask you, as the term suggests. But if you can’t quite remember all the questions that you get asked, or if you’d like to offer more information, start with our suggestions below.
About Your Services / General Questions
Explain what is needed to qualify as a psychologist including education and experience. Briefly explain the services that psychologists can provide (without using jargon). Optionally, summarise the difference between a provisional, general and clinical psychologist.
In a few paragraphs, explain the main differences between a psychologist, psychiatrist and counsellor.
Briefly describe how counselling can help individuals, couples or families. Link to a separate page for more details, if applicable.
Provide information about privacy and confidentiality that the client needs to know, including the exceptions to the rules.
Explain how long a session is (and why).
Some clients can feel nervous about attending their first session. Detail how the first session goes to put their mind at ease and so they can be prepared.
Write down how you would normally answer this question, which will generally be a variation of “it depends”.
List the different therapeutic approaches you (and other practitioners at your practice) use.
State whether or not you write psychological evaluations and reports, and under what circumstances these may be required. Also clarify that there is a separate fee and any other relevant information.
Write down your contact details and/or lead the reader to your Contact page.
About the Booking Process
Outline the different methods that the client can use to make a booking.
Briefly describe how a new appointment can be made, or how referrals work.
What are the processes involved in choosing a psychologist? Describe how they can choose their preferred psychologist on the phone or online.
Explain the processes and legalities involved in making an appointment for a minor. Link to the Contact page for more information.
Explain the processes and legalities involved in making an appointment for or with a partner. Link to the Contact page for more information.
Explain the processes and legalities involved in making an appointment for an employee. Link to the Contact or EAP page for more information.
Describe the cancellation and reschedule process and direct the client to the Contact page.
About the Payment
If you have your fees listed on your website, list them here as well or link to the page with the fees.
If you opted not to list your fees, either leave out this question or direct the client to the Contact page.
Specify whether you offer concession rates, and how a client may qualify for them. If you have your general fees listed, then list your concession rates as well.
In simple terms, explain how Medicare rebates work for a psychology session. Otherwise, simply write “Yes. Contact us for more details and our friendly team will be happy to explain how rebates work.” and leave your contact details or a link to the Contact page.
In simple terms, explain how private health insurance rebates work for a psychology session. Otherwise, simply write “Yes. Contact us for more details and our friendly team will be happy to explain how rebates work.” and leave your contact details or a link to the Contact page.
Explain your cancellation policy, if applicable.