Getting Ready for Telehealth
Psychology Sessions

When offering telehealth appointments to your clients, security, reliability and user-friendliness are paramount. You need to consider and use a telehealth platform that is not only secure and complies with Australian Privacy guidelines, as well as your own Privacy Policy, but also easy to use for yourself and your clients. For instance, platforms that do not require clients to download software, or create user accounts. We appreciate that some psychologists may have not offered Telehealth sessions before. The information below may help you answer some of your questions and make informed decisions.

What is Telehealth?

Telehealth refers to a videoconference session between you and your psychologist using both a video and audio connection, allowing you to access therapy sessions from the comfort of your home. This is similar to how you may connect with family, friends or business contacts using programs such as FaceTime, WhatsApp or Zoom, however, the difference is, we only use a secure encrypted platform for your safety and privacy. For clients unable to access video-conferencing technology, telephone sessions can be offered instead.

Is Telehealth psychological treatment effective?

Empirical studies [1] found that the use of videoconferencing technologies to deliver psychotherapy had similar outcomes to traditional face-to-face psychotherapy. Across these studies, Telehealth psychological services were delivered using different therapeutic approaches and for diverse client difficulties (e.g. trauma, mood, anxiety). Clients reported high satisfaction with the Telehealth services. When dissatisfaction was reported, it primarily related to technical difficulties, however these didn’t impact overall levels of satisfaction.

What about the privacy and security of client information?

It is important that clients are able to ensure privacy and confidentiality at their end and protect against unauthorised access to their information relating to telehealth sessions. This includes practical considerations such as using a private electronic device e.g. their own computer rather than a shared or work computer, and keeping their device’s operating system, internet browser and anti-virus up-to-date to protect their data from malware. You can also provide your clients with information and education on how to protect privacy online by sending them the Australian Government’s Attorney-General’s Department booklet ‘Protecting yourself online: What everyone needs to know’.

What is the most secure telehealth platform?

There are many considerations for psychologists in selecting appropriate telehealth systems for the delivery of video sessions. The following guide, developed by the University of Queensland, was created to assist psychologists in the selection of a telehealth platform for use in practice.

Download Guide

What equipment do I need to access Telehealth sessions?

Both you and your clients will need a device such as a smartphone, tablet or laptop. Where possible, try to choose a laptop or desktop over a smartphone to take full advantage of most Telehealth software’s features such as whiteboards and file sharing. It also gives the psychologist the option to call the client you on their mobile, while keeping the video and muting the sound on the computer, should there be any issues with sound. Both clients and yourself will also need a reliable broadband internet connection, a camera, microphone and headphones (alternative speakers). We strongly recommend the use of headphones for privacy purposes and clearer communication.

Do I need to download any software or create an account for Telehealth sessions?

It all depends on what telehealth platform or system you choose. Some systems allow clients to simply click on a link you or your system will email them and they will be able to join the video session using a simple internet browser such as Safari, Chrome among others. Some systems require that clients download an application either on their laptop and/or smartphone.

Psychologists may be able to integrate their telehealth system with their practice management system. Coviu, for instance, integrates seamlessly with Halaxy where practitioners simply click on a link available on the client appointment and join the session automatically within needing to log into the telehealth system.

Tips: Before a Session Starts

Allow plenty of time before your scheduled Telehealth appointment, to set up the room where you will be during the session.
Make yourself a cup of tea or coffee, and have some water handy.
Check that your client has completed or submitted any forms you may have requested and that they provided you with one or two emergency contact people you can call in case of emergency during the session.
Ensure there is good lighting in the room.
Set up your camera so that you are sitting squarely in front of the camera lens.
Ensure your device and internet connection are functioning ahead of the appointment time.
Ensure your device is fully charged and/or plugged to avoid communication disruption due to devices running out of battery.
Set your mobile phone to silent and keep it nearby in case there are video connection issues and you have to call your client.
Turn off other distractions and ensure you are not interrupted by other people, phones ringing or visitors.

Tips: During the Session

Try to look at the camera lens, not just the screen of your device.
Try to make hand movements visible so that communication can feel more natural.
Request your client clear and accurate information regarding their location, at the commencement of your session, so you can get them assistance if needed.
Discuss with your client what will happen if there is an interruption to the session, including if technology fails or if someone walks in.
If technical issues arise during the session, remember to take a deep breath and don’t panic. You can always call the client on their mobile and continue the session over the phone.
Speak naturally and try to relax. You may need to speak more slowly than face-to-face.
Be aware of the volume of your session and who else is in the house or office. Again, ensure no-one can overhear.

Tips: After the Session

Consider requesting your client to have some brief quiet time when the session ends before they return to their day.
Protect any personal information contained on paper or digital formats e.g. session notes, and anything you’ve downloaded from the session.
Update any Medicare billing codes if needed e.g. if the session runs shorter than expected or ended up being a telephone session rather than a video telehealth session.

[1]

Videoconferencing psychotherapy: A systematic review. Psychological Services, 9(2), 111.

Mohr, D. C., Burns, M. N., Schueller, S. M., Clarke, G., & Klinkman, M. (2013). Behavioral intervention technologies: evidence review and recommendations for future research in mental health. General Hospital Psychiatry, 35(4), 332-338.

Norwood, C., Moghaddam, N., Malins, S., & Sabin-Farrell, R. (2018). Working alliance and outcome effectiveness in videoconferencing psychotherapy: a systematic review and non-inferiority meta-analysis. Clinical Psychology & Psychotherapy.

Simpson, S. G., & Reid, C. L. (2014). Therapeutic alliance in videoconferencing psychotherapy: A review. Australian Journal of Rural Health, 22(6), 280-299.

Call Now Button

Getting Ready for Telehealth Psychology Sessions