Online Therapy Policy

Helen Ward Therapy
Trading name of ResolvedRM Ltd

Version: 1.0
Effective Date: 30/05/26
Review Date: 30/05/27

1. Purpose

Helen Ward Therapy is committed to providing safe, ethical and effective therapy through secure online platforms where this is appropriate for the individual client.

This policy explains how online therapy is conducted, the responsibilities of both therapist and client, and the measures taken to protect confidentiality, privacy and the integrity of the therapeutic relationship.

This policy should be read alongside the Practice Privacy Policy, Confidentiality Policy, Information Security Policy, Data Protection Policy and Client Contract.

2. Suitability for Online Therapy

Online therapy may not be suitable for everyone.

The suitability of online therapy will be considered on a case-by-case basis, taking into account factors including:

presenting concerns;
clinical risk;
the client's needs and preferences;
the client's ability to engage safely online;
access to a suitable private environment;
practical and technological considerations.

Helen Ward Therapy reserves the right to recommend face-to-face therapy, referral to another service or an alternative approach where online therapy is not considered clinically appropriate.

3. Therapeutic Fit

As with all therapeutic work, establishing a safe and effective therapeutic relationship is essential.

Helen Ward Therapy reserves the right to determine whether online therapy remains clinically appropriate throughout the course of therapy. Decisions regarding suitability are based on professional judgement, ethical responsibilities and the best interests of the client and are never personal.

4. Technology

Sessions will normally take place using Microsoft Teams or another secure platform which will be decided in collaboration with the client. Variation from Microsoft Teams will be considered on a case-by-case basis if for some reason Microsoft Teams is unstable or inaccessible to the client.

Reasonable steps are taken to select platforms that offer appropriate security and privacy features.

No online platform can guarantee complete security, and clients acknowledge that there are inherent risks associated with internet-based communication.

5. Confidentiality

The same standards of confidentiality apply to online therapy as to face-to-face therapy.

Information will only be disclosed where:

required by law;
there is a safeguarding concern;
there is a serious risk of harm;
another lawful or professional obligation applies.

Clients should familiarise themselves with the Practice Confidentiality Policy.

6. Privacy During Sessions

Helen Ward Therapy will conduct online sessions from a private and confidential environment wherever reasonably possible.

Clients are responsible for ensuring they also participate from an environment that supports privacy and confidentiality.

Clients should:

choose a private location;
minimise interruptions;
use headphones where appropriate;
ensure they are unlikely to be overheard;
avoid participating whilst driving or undertaking activities requiring their attention.

If confidentiality cannot reasonably be maintained, the session may be adapted, paused, rearranged or ended.

7. Electronic Security

Helen Ward Therapy takes reasonable technical and organisational measures to protect client information.

Clients also share responsibility for maintaining the security of online sessions by:

using secure devices;
protecting passwords;
maintaining updated software where possible;
using secure internet connections where reasonably available;
protecting access to emails and messaging applications.

8. Recording Sessions

Helen Ward Therapy does not routinely record therapy sessions.

Clients must not record, photograph, screen-record or otherwise capture any part of a therapy session without the prior explicit agreement of Helen Ward Therapy.

Brief personal written notes may be made by clients where this supports their therapeutic work, provided this does not interfere with the therapeutic process or compromise the integrity of the therapeutic relationship.

Unauthorised recording may result in the therapist reviewing whether it is appropriate for therapy to continue.

9. Communication Between Sessions

Electronic communication may be used for:

arranging appointments;
administrative matters;
sharing agreed resources where appropriate.
sharing brief updates relating to the therapeutic process, including progress with agreed between-session activities, where appropriate.

Electronic communication should not be relied upon for urgent clinical support or emergencies.

Helen Ward Therapy endeavours to provide a responsive and high standard of service, and will respond to messages as promptly as reasonably possible. Whilst many enquiries may receive a response sooner, the minimum service level agreement is that messages will normally be responded to within 48 working hours. Response times may be longer during weekends, bank holidays, periods of annual leave, or other unforeseen circumstances.

10. Technical Difficulties

If technical difficulties occur during a session:

reasonable attempts will be made to reconnect;
an alternative agreed method of contact may be used;
where necessary, the session may be rearranged.

Clients are encouraged to ensure their equipment is functioning before the session begins.

11. Emergencies and Risk Management

Online therapy is not an emergency service.

Clients experiencing an emergency or immediate risk should contact the appropriate emergency services or crisis support available in their area. Details of emergency and crisis numbers can be found at the footer of any email correspondence sent from the email address connect@helenwardtherapy.com

Where appropriate, Helen Ward Therapy may request:

the client's current location at the start of an online session;
an emergency contact;
the details of the client's GP;
other relevant emergency information where clinically appropriate.

12. International Sessions

Clients are responsible for informing Helen Ward Therapy if they intend to attend sessions whilst outside the United Kingdom.

Therapy may not be available from every country due to legal, regulatory, insurance or professional requirements.

Helen Ward Therapy reserves the right to decline or postpone sessions where it would not be lawful, insured or professionally appropriate to provide therapy from the client's location.

13. Professional Boundaries

The same professional boundaries apply online as in face-to-face therapy.

Helen Ward Therapy does not accept personal contact through social media platforms or engage in therapeutic conversations via social media messaging.

14. Data Protection

Information arising from online therapy will be managed in accordance with:

the UK GDPR;
the Data Protection Act 2018;
the Practice Privacy Policy;
the Information Security Policy;
the Record Keeping Policy.

Clinical records arising from online sessions form part of the client's confidential therapy record.

15. Review of Online Therapy

The suitability of online therapy may be reviewed at any stage of the therapeutic relationship.

Where Helen Ward Therapy believes that another form of support would better meet the client's needs, this will be discussed with the client wherever reasonably possible.

16. Policy Review

This policy will be reviewed annually or sooner where there are changes to legislation, technology, professional guidance or practice procedures.