Tele-health; how to begin a successful online practice
It seems like we’ll be living in this virtual world for some time. Whether you’ve embraced this change or have entered some form of tele-health with great concerns - it’s here to stay. The differences between a virtual practice and an in person, face to face, practice are very minimal. While reading the rest of this post, I want you to keep that thought in mind. This blog will focus on the personal connection that is important to make with clients in a virtual space, I’ll address ways we need to be following HIPAA and privacy/confidentiality requirements in a later post.
On the surface connecting in a personable way with clients may seem easier in person vs. over a computer screen. Let’s think about how face to face stuff translates into a virtual world:
Immediate, personable, connection with your clients - Engaging with clients (especially new clients) virtually needs to be purposeful and personable from the beginning. This part hasn’t changed too much since COVID 19 - a client finds you online somehow, they reach out to you via email/phone and ask for more info or to schedule a session. How do you engage with this client from the start? What does your initial response to a client convey?
Create that personal connection from the beginning; I’m glad you’ve found me online, you took a really big step reaching out for help, how can I support you? Ask questions and provide that validating support from the jump. As professionals, we can feel that strong urge to jump in and start relaying all kinds of information about pay rates, scheduling and all the business’ey stuff. This information is important, but resist the urge to LEAD with it! Your first communication with a client (whether it’s email or phone) should lead with a welcoming tone.
Continue that same I’m glad you’re here vibe into your first session with a client. I recommend hitting a few key points in a first virtual session:
Send a reminder at least a day before with the virtual log in information along with a note that you’re looking forward to their session and how they can connect with you if they need support troubleshooting the technology.
Make introductions and small talk when the session begins. Yes, if you’re using Zoom, most likely names are right there on the screen - but if you were in the office, there would be some kind of Hi, I’m Elizabeth, welcome, I’m glad you’re here, how was traffic? Any issue finding the place? This needs to translate into your first virtual session Hi, I’m Elizabeth, nice to see you, did you have any challenges logging in? Ask your client to say/pronounce their name.
Address tech/virtual session issues and ask/answer questions - did you get logged in ok? Can you hear and see me ok? Do you have a quiet, private space to participate in this session?
Lay out expectations - What is important for your client to know about what you require for virtual sessions? What kind of distractions during sessions are appropriate vs. not. (ie. is it ok if your client is driving in a car, on vacation out of state, caring for children during your scheduled session)? Do you want them to have internet/wifi vs. using their phone service to connect to the session? What can your clients expect of you regarding those same things?
Expire issues by asking your client the following question - Typically clients have questions about therapy or this virtual process, what questions do you have? Try wording it that way vs. asking if they have any questions. That way you’re setting the expectation that there will be questions and that’s normal!
Follow up - I like the idea of a personal follow up after a therapy session. In my mind this has grown in importance since COVID 19 moved us all into a space that was socially distant from others. Because personal connection with others right now is so different than it was a year ago, I think it’s a nice touch for a counselor to have some kind of follow up to a client’s first session; I appreciate your bravery taking that first really big step to begin therapy, looking forward to our next session to learn more about how I can support you and your goals.
How can you use the blue print of your face to face practice to create a viable virtual one?
