Getting started.
Show up exactly as you are. We created Liminal for people who have often felt misunderstood or overlooked, tired of explaining themselves just to feel safe or heard.
Start where you are
You should not have to know what you need before you ask.
Tick everything that's true. Skip anything that isn't. What you tick comes with you to the form, so you only say it once.
What's happening
What's already in place
What we need to already understand
Four steps, at your pace
How to become a client.
Everyone starts the same way. New clients can't book directly: we read every enquiry first, so we can make sure we're the right clinic for you.
Send the enquiry form
Tell us what you're looking for and how you'd like us to reply. If forms are hard, say so, or phone us, and our Client Experience Team will fill it in with you over the phone.
About 5 minutesWe read it and reply
Our Client Experience Team reads every enquiry and replies within 2 business days. We'll ask you to complete a short Getting To Know You (GTKY) questionnaire and register, so we can check we're a good fit and match you with a clinician. If we're not the right clinic for you, we'll say so and suggest who might be.
Within 2 business daysSee your GP for a referral
Every client needs a GP referral before their first appointment. That includes people paying privately, and people funded by NDIS, WorkSafe, TAC or Victims of Crime. Your GP is the hub of your care. We need to be connected with them in case anything goes wrong, and so we can give you care built around you. Ask for a referral with your medications and medical history. If you'd like a Medicare rebate, also ask whether you're eligible for a Mental Health Treatment Plan, Eating Disorder Plan or Chronic Condition Management Plan.
Every clientBook your first appointment
Once you're accepted, we book your first appointment around your preferences, the right clinician and availability. It's about getting to know you, your history and your goals.
50 minutes
Before you come
Before your first appointment.
Confirmation
You'll get a confirmation when your appointment is booked, an email reminder five days before and an SMS two days before.
Questionnaires
We send all new clients questionnaires to complete online, either before or after the first session. They arrive from NovoPsych, Client Forms or PracSuite, and they help us adapt our approach to you.
A message one hour before
You'll receive a message an hour before your appointment. Use it to check in. In person, you can also check in on the tablet at the reception desk. You don't need to speak to anyone. Reception staff are not part of The Liminal Clinic and won't know who you are.
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Your referral
Send your GP referral, and your treatment plan if you have one, to hello@liminalclinic.com.au before your first appointment. You or your GP clinic can send it. We're a paper-free office, so there's nothing to bring on the day.
Funding and insurance details
NDIS plan, WorkSafe or TAC claim numbers, or private health details, emailed ahead the same way.
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What to wear
Whatever you like, online or in person.
Fidgets
Bring your own if you want to. We have some in the room too.
Session length
50 minutes. Sessions that include EMDR can run up to 90 minutes.
In person to online
If you need to, an in-person appointment can be changed to online.
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Device
Any device works. For a better experience, especially for EMDR, we recommend a laptop, computer or tablet.
Test your setup
Please test your camera, microphone and internet ahead of time, especially if you're using headphones. The Google Meet link arrives by email.
If the connection drops
We'll call you back on your phone.
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Changing an appointment
Please give at least 2 full business days' notice. The quickest way is the client booking portal, which confirms the change straight away. You can also phone (03) 7042 9820. We can't take changes or cancellations by email or SMS. A phone change is confirmed only once our Client Experience Team or your clinician replies to say so: a voicemail on its own doesn't confirm it. If our AI phone assistant, Lyngo, completes the change during your call, the SMS or email confirmation you get confirms it. Short-notice changes and missed appointments are charged at the full session fee.
SMS
Replying to a reminder text can't change or cancel an appointment. Please phone or email instead. Don't send sensitive information by SMS.
Can I get a certificate of attendance for work or study?
Yes. Ask at your session or email hello@liminalclinic.com.au and we'll send one. It confirms the date and time you attended, and nothing about what was discussed.
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Access
What we can accommodate.
You should not have to ask for these, or explain why you need them.
Sensory adjustments
Lights down, blinds closed, fan off, no scent. Say so when you book or on the day.
A support person
Partner, parent, friend, interpreter or support worker. Tell us in advance so we set the room up.
Communication
Write beforehand, get the questions in advance, or have someone contact us for you. All fine, all normal here.
Toilets
An accessible toilet on site, unlocked, no key. Use whichever one you want. Nobody will question it.
Getting in
One small step at the entrance (we can put a ramp out) then four steps into the room with handrails. The therapy room is not wheelchair accessible; telehealth is.
Getting there
The 72 tram stops about a minute away (Surrey Road stop 32 heading west, Hobson Street stop 33 heading east). Hawksburn station is seven minutes' walk, Prahran station fifteen. One-hour parking on Malvern Road, two-hour in the side streets.
When you're ready.
We reply within 2 business days, in whatever channel you used. There is no pressure. You set the pace.