2026 - February Newsletter – My Mirror

Welcome to the February newsletter!

General Updates

Minor Consent

Reminder regarding Minor consent forms, if you do have a Minor client book in with you, please ensure you have double checked that the minor consent has been received prior to the first session.

If there is no consent on file you can follow two of the below options -

1: Contact Customer Service if it’s a few days out from the appointment

2: Please send this directly to the client via the messaging tool or complete this in session if needed - Client Consent Form – My Mirror

Client files

When receiving a new client booking, please remember to review their file for any uploaded documents. These may include important information such as:

MHCP Referral letters
Workcover details (e.g., when a report is due)
Documentation requests

Our Customer Service team will also try their best to send a courtesy email for these types of bookings, but it may not be immediate / or possible — especially if the client doesn’t notify the team when booking or changing psychologists

SONDER extension requests –

Sonder has shared an update that they’re continuing to receive a high number of extension requests from our psychology team, and as a result, they’re being a bit more selective about what they can approve.
They’re really focused on staying true to their brief, solution‑focused model, so extensions need to fit within that scope. This means we can’t frame extensions around long‑term or complex work (like trauma processing, eating disorders, or prolonged grief).
When requesting sessions, it helps to be thoughtful about the number — rather than automatically asking for six, include a short rationale for why that number makes sense for the client.
Clear clinical reasoning is key — outline what work you plan to do, how it links back to the original referral or current goals, and what outcomes you’re hoping to achieve with the extra sessions.
Focusing on specific symptoms can be really helpful — for example, while we may not resolve trauma in a few sessions, we could work on things like sleep, hypervigilance, or emotional regulation, and clearly link these gains to functional goals (such as improved work attendance or daily functioning).

Please review the Sonder Guidelines here - Sonder – My Mirror

GP Correspondence

Please be reminded that it is a requirement to send initial correspondence to a client’s GP after the first session for all clients accessing sessions under a Mental Health Care Plan as well as sending a discharge if the client disengages.

Kindly ensure these letters are being sent promptly.

New Operating Overseas Policy

We have now added this as a new policy to our Support hub, please take some time to review this if it is relevant to you, as there are several limiting factors to seeing clients whilst you or they are overseas - Operating Overseas Policy – My Mirror

If you could please also notify the Customer Service team and cancel the session

Last Minute Cancellations
We’ve noticed an increase in last-minute cancellations for scheduled sessions. As you can appreciate, this can significantly impact the client experience and continuity of care.

We understand that unforeseen circumstances and emergencies can arise. However, wherever possible, we kindly ask that cancellations be communicated to clients with as much notice as possible — ideally no less than 24 hours in advance. It helps greatly if efforts are made to offer an alternative booking time or follow-up using the direct messaging system. Providing adequate notice helps minimise disruption for clients and supports a more positive and professional experience overall.

Updating “No Show” Sessions – IMPORTANT -

Safeguarding against fraudulent claims: Marking a session as “completed” when it has not taken place can result in incorrect invoices being issued, potential fraudulent claiming, and sessions being reported to Medicare in error. We therefore ask that you take extra care when updating session statuses to ensure accuracy and compliance.

So just a friendly reminder that if a client does not attend their scheduled session, it’s important to update the session status promptly. Please also note that session notes for all no-show appointments are mandatory.

When marking a session as a no-show, ensure you complete the pop-up fields to record the reason for the missed appointment, any contact made with the client, and clearly indicate whether the session is to be charged or waived. A brief note such as “please charge for this session” or “no charge” is sufficient.

For clients who are not currently bulk billed, please also email hello@mymirror.com.au if you do not wish to proceed with charging the session.

Psych - How to mark session as Phone/Video/No Show Session – My Mirror
Updating a Session Type – My Mirror

Platform Updates & Improvements

Bulk billing appointment updates
Clearer consent handling for bulk-billed appointments to follow new Medicare rules, including updates to the checkout and direct booking flows