‘Disgusted’: Mum’s shock at $567 fee for 16 minute phone call

Carolyn, a mum of two, reached out for essential help but was “shocked” by the “huge” fee. She’s concerned about vulnerable people being caught out.

A mum-of-two has been left “disgusted” after she was slapped with a fee of $567 for just a 16 minute telehealth consultation with a psychiatrist.

Carolyn* visited her GP this year seeking a referral to a psychiatrist. She was told by her doctor that there were long waiting times to see the specialists and recommended she use a telehealth service called Hello Doc.

After a six week wait, she had an initial consultation with a psychiatrist from Hello Doc. It involved a 45-minute telephone call that cost $690.

However, she received $429.85 back through Medicare and was out of pocket $260.15.

During the consultation, the psychiatrist advised the 29-year-old mum to change her antidepressants.

However, the psychiatrist recommended she make another appointment and wait until the specialist had returned from holidays to implement the medication change.

“I booked a follow up appointment and it literally lasted for 16 minutes and I was charged $650 and I only got $82.15 back from Medicare, so out of pocket was $567.85,” Carolyn told news.com.au.

“$650 for 16 minutes – I can’t believe it – and it’s so unfair. I was shocked at how much it cost.”

She said the enormous cost left her feeling “physically sick”.

“I’m a stay at home mum. We do not have that type of money, like I’m sure for everyone else at the moment, it’s a really hard time,” she said.

“I was shocked, honestly especially because the benefit wasn’t too bad for the first appointment but I had no visibility it was going to cost that much for the second one.”

The Medicare screenshot showed the "disgusting" cost of the 16 minute phone call. Picture: Supplied

Carolyn said Hello Doc offers no transparency on the fees charged with nothing on their website on the cost of appointments or rebates and she signed no forms regarding fees.

She reached out to Medicare about the $567 charge and was told the cost seemed “huge” and the organisation suggested the specialist may have put the wrong item code in.

But when the mum followed up with Hello Doc she was told there was “no mistake, that is what it costs and what the psychiatrist has chosen to charge and they won’t be doing anything else”.

The encounter left the Queensland mum feeling “disgusted”.

“I’m trying to do the right thing and look after my mental health, which is just so important,” she added.

“I feel like this company has taken advantage of me and other mentally unwell people that are just trying to get help.

“100 per cent I will not be going back and seeing anyone after this has happened. It’s just preying on vulnerable people.”

A Hello Doc spokeswoman said the fees charged by the organisation’s psychiatrists adhere to industry norms and often fall below the Australian Medical Association’s recommended rates. “Each psychiatric referral is unique, and our goal is to provide personalised care to every patient,” she said.

“Our triage team meticulously reviews each referral to ensure accurate assessment and treatment planning.

“Transparency is paramount to us. While specific fees are not listed on our website, comprehensive information regarding our billing policies, including FAQs, is readily available. “During the booking process, our staff provide patients with a clear breakdown of expected fees tailored to their individual circumstances.

“We obtain full verbal consent before proceeding, followed by sharing a patient information and consent form to ensure transparency and address any questions.”

But Carolyn said she doesn’t remember them mentioning fees in the phone call and Hello Doc “definitely did not say how much the Medicare rebate was going to be”.

She added the Medicare rebate is “important information because I got a higher amount back for my first appointment”.

“I assumed it would be the same for the second. I wouldn’t mind paying $650 to secure my appointment if I was going to get most of that back from Medicare but that’s not what happened,” she said.

“They also definitely did not share a patient information and consent form – I have never received any paperwork from them or signed anything. I have never even received a receipt of my payments”

Hello Doc describes itself as a leading telehealth service providing quick and convenient appointments with psychiatrists for a diverse range of patients across Australia. Picture: Hello Doc website

Carolyn said it makes her concerned about getting mental health help.

“I’m scared to reach out to get help again because of the cost,” she said. “The cost should not be a deterrent for getting mental health help.

“I can’t believe psychiatry fees are not regulated. Medicare said psychiatrists can charge whatever they want which is crazy.”

The mum of a kids aged one and two said the $567 charge is going to “hurt” the family.

“That was honestly a very unplanned cost so we are going to have to suffer in other areas for a while especially as we are on one income,” she said.

“I’m going to put a complaint in to AHPRA (the Australian Health Practitioner Regulation Agency) but I’m not sure if that will go anywhere, but even if its stop Hello Doc doing it to other people.”

There are long wait times to see a psychiatrist in Australia. Picture: iStock

The Hello Doc spokeswoman said it takes any suggestion of exploiting vulnerable patients very seriously.

“HelloDoc upholds the highest ethical standards and is committed to fair and transparent billing practices,” she said.

“Patient welfare remains our top priority, and any insinuation to the contrary does not reflect the positive experiences shared by the vast majority of our patients.”

Carolyn also believes the government should be providing more financial support to access mental health services.

“There needs to be some sort of regulatory pricing structure that psychiatrists have to follow as that is just ridiculous that they can chose what to charge,” she said.

“This whole thing is terrible, it just turns people off getting help.”

There are calls to make mental health care more accessible in Australia. Picture: iStock

News.com.au has reached out to the Department of Health and Aged Care for comment.

The Hello Doc spokeswoman added it was essential to clarify that Medicare sets the rebate rates associated with specific item numbers.

“While our psychiatrists strive to offer the best care possible, the rebates are determined by Medicare guidelines, not by psychiatrists,” she noted.

She said its psychiatrists have bulk billed a large number of patients appointments “particularly those in rural and remote areas, as well as individuals facing financial hardships, victims of domestic violence, Indigenous populations, the elderly, and children”.

*name changed for privacy reasons

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Originally published as ‘Disgusted’: Mum’s shock at $567 fee for 16 minute phone call