Protocol for Providing Online Therapy
This protocol provides clinicians with guidelines for delivering online therapy sessions to ensure a secure, private, and effective therapeutic experience.
- Session Timeliness & Communication
- Meeting Link Distribution:
- Where possible, send the session link as soon as an appointment has been booked; as a minimum standard it should be sent at least 24 hours before the appointment.
- Back-up Plan for Lost Link:
- Clients are asked to contact the clinician if they cannot find the link.
- Have easy access to resend the link immediately if requested.
- Professional Appearance & Environment
- Dress Code:
- Dress professionally, similar to in-person therapy settings, to maintain professionalism and therapeutic boundaries.
- Background & Privacy:
- If conducting the session from home, ensure that family members and pets cannot entire the room.
- Ensure that the location from which you are conducting the session is otherwise private and quiet; making sure that nobody can overhear the session, even if they are located in a different room. Consider use of headphones as necessary.
- Use a neutral, uncluttered background or a professional virtual background to limit distractions.
- Verify that other devices are on silent mode and that notifications are turned off during sessions.
- Emergency & Location Awareness
- Client Location:
- If the client’s location appears unfamiliar, verify the location at the start of the session; otherwise ensure you have the address of the client’s location on hand in case of an emergency.
- Consult with the emergency contact details on file and check, where appropriate, that these are up to date.
- Risk & Safety Awareness:
- Be aware of the client’s risk level and any triggers. This is particularly important for clients experiencing suicidal ideation or self-harm tendencies.
- Adaptations to Therapeutic Approaches
- Adaptation of Therapy Techniques:
- Ensure that you have received any necessary training on adapting any particular therapeutic approaches to suit online platforms, recognising the limitations and opportunities of virtual sessions.
- Certain techniques may need modification or supplementation due to lack of physical presence; for example, mindfulness exercises may require additional guidance or written instruction.
- Outcome Measures:
- Digital versions of outcome measures should be shared securely via email, as required; ensure clients have the capacity to complete them digitally.
- If digital completion isn’t feasible, review results verbally during the session, or consider alternative assessments suited for virtual environments.
- Technology & Platform Guidelines
- Platform Security:
- Use a secure, GDPR (UK) compliant platform (e.g., Zoom) with end-to-end encryption.
- Select a platform that provides waiting room features and access control, allowing the clinician to approve entry for added security.
- Devices:
- Use computers or tablets to conduct sessions; use of phones by clinicians is not permitted due to screen size and potential for connection issues. (Clients are also advised against use of phones).
- Session Backup Plan & Non-Attendance
- Internet Connection Loss:
- Have a contingency plan in place with the client. This could include switching to a phone session if internet issues cannot be resolved.
- If connectivity drops, attempt to reconnect and, if unsuccessful, contact the client via the agreed-upon alternative (e.g., phone call).
- No-Show Protocol:
- You should wait up to 15 minutes after the scheduled start time if the client hasn’t logged in.
- After the first 5 minutes, whilst waiting, the clinician should attempt to reach the client via phone and email.
- If there is no response after 15 minutes, document the no-show and continue to follow up with the client in respect to future appointments.
- Special Considerations for Client Suitability
- Screening for Online Therapy Suitability:
- Throughout the period of engagement with the client, continue to assess each client’s suitability for online therapy, focusing on issues such as risk level, comfort with technology, ability to maintain confidentiality, age or any additional needs.
- For clients with severe mental health concerns or disabilities that impact communication, discuss the pros and cons of online therapy, and explore alternative service options if needed.
Final Note
By following these guidelines, clinicians can provide secure, professional, and effective online therapy sessions, ensuring that clients receive the highest quality of care while maintaining privacy, accessibility, and safety in a digital setting.