Ultimate Guide to Video Call Etiquette for Therapists
Explore essential video call etiquette for therapists, focusing on professionalism, privacy, and effective communication in virtual sessions.
Video therapy is now a key part of mental health care, but it comes with unique challenges. To maintain professionalism and build trust, therapists must address privacy concerns, ensure secure platforms, and create a distraction-free environment. Here’s what you need to know:
- Confidentiality & GDPR: Use encrypted, GDPR-compliant platforms and ensure client data is stored securely.
- Technical Setup: A stable internet connection, compatible devices, and proper lighting are essential.
- Professional Boundaries: Set clear rules for session timings, distractions, and emergencies.
- Client Accessibility: Tailor sessions for clients with hearing, visual, or motor challenges.
- Safeguarding: Be prepared to handle emergencies or safety concerns during remote sessions.
Preparing for Professional Video Therapy Sessions
Setting up the right technical environment is essential for smooth and effective video therapy sessions.
Technical Requirements and Setup
To start, make sure you have a fast and stable internet connection. This ensures clear audio and video quality throughout the session. It's a good idea to test your connection speed beforehand [1][2][3].
You'll need a device such as a laptop, smartphone, or tablet equipped with a webcam, speakers, and a microphone [3]. For better sound quality and to maintain client confidentiality, consider using headphones or earbuds [2][3].
Additionally, some video therapy platforms may require specific browsers like Chrome or Safari, so check compatibility in advance [3].
Setting Boundaries and Protocols for Video Sessions
Establishing clear boundaries and protocols before your first video therapy session is essential for creating a professional and trusting environment. These measures help avoid misunderstandings and ensure sessions run smoothly.
Setting Ground Rules with Clients
Start by defining the basics: session start and end times, payment arrangements, and how therapy might be terminated if necessary [4]. These guidelines provide clarity and structure for both parties.
The online nature of video therapy brings unique considerations that differ from in-person sessions. For instance, discuss appropriate attire for sessions and set rules about others being present - whether they’re on camera or audible in the background. It’s also a good idea to encourage clients to minimise distractions by silencing their phones and closing other apps on their devices [5].
Make sure to address off-screen activities too. If you plan to handwrite notes during the session, let clients know ahead of time so they understand you're still engaged. Similarly, discuss what steps to take if either of you needs to step away briefly during the session [5].
Some clients may feel uncomfortable seeing themselves on screen during therapy. Talk about whether they’d prefer to hide their self-view and, if so, guide them on how to adjust this setting on their device [5].
It’s best to share these guidelines with clients before their first session. This gives them time to prepare their space and ask any questions, ensuring a smoother start. These protocols also help manage unexpected challenges during sessions.
Managing Emergencies and Technical Failures
Technical issues are a common hurdle in video therapy. Problems with audio or video are the most frequent challenges, but having a plan in place can make all the difference. Effective troubleshooting strategies include:
- Testing connection speeds before sessions
- Restarting the video software or device if issues arise
- Switching to audio-only or rescheduling if problems persist
Interestingly, troubleshooting resolves over 80% of technical issues [6].
Always have an alternative contact method, like the client’s phone number, on hand. If your internet connection fails completely, you can continue the session via phone while working to fix the issue. On average, technical problems add about 4 minutes to a session, reducing effective therapy time by roughly 5 minutes [6].
Provide clients with clear instructions for handling common technical problems on their end. This might include checking their internet connection, restarting their browser, or adjusting their camera and microphone settings. Discussing these possibilities during the first session ensures both you and your client are prepared for any disruptions.
Informed Consent and Privacy Notices
Video therapy requires a more detailed informed consent process compared to in-person therapy. Clients need to understand how their data will be stored, who might have access to recordings, and what measures are in place to protect their privacy.
Under UK data protection laws, you must be transparent about data collection and storage. Make sure your platform complies with GDPR standards, including details about where data is stored and how long session recordings or notes are retained.
Emergency procedures should also be part of the informed consent discussion. Clients need to know what steps will be taken if a mental health crisis occurs during a session, including how you’ll coordinate with local emergency services. Always keep your client’s current address and local emergency contact information on file.
Explain platform-specific privacy policies in plain language. For example, if you use Konfidens for video sessions, clarify how its GDPR-compliant features safeguard confidentiality and prevent unauthorised access.
Be explicit about recording policies. Whether sessions are recorded for clinical notes, supervision, or other reasons, clients must give clear consent. Explain how recordings are stored, who can access them, and when they’ll be deleted. Many clients assume video sessions aren’t recorded, so addressing this upfront helps avoid confusion.
Regularly review these agreements, especially if you update your technology or switch platforms. Keeping clients informed about how their sessions are managed and protected is key to maintaining trust.
Communication and Therapeutic Presence Online
Establishing a meaningful therapeutic connection in an online setting requires adapting your communication approach to navigate the challenges posed by digital interactions.
Active Listening and Empathy in Video Calls
Position your camera thoughtfully to capture gestures and upper body movements while maintaining the appearance of direct eye contact by looking into the lens. This technique helps bridge the gap created by the limited field of view in video calls, where subtle body language might otherwise go unnoticed. Encouraging clients to sit slightly farther from their cameras can also enhance your ability to pick up on their non-verbal cues.
Pay attention to your vocal tone, as it becomes even more important when visual signals are restricted. Speak with clear intonation, use deliberate pauses, and offer concise verbal affirmations like "I understand" or "That must be tough" to show empathy and understanding. Allowing for pauses also gives clients the time they need to process and respond, which is especially helpful when dealing with potential audio delays.
These strategies ensure that your active listening skills remain effective, fostering a deeper connection even in a virtual environment.
Maintaining Engagement and Focus
Minimise distractions by silencing devices and closing unnecessary applications before starting a session. This not only reduces interruptions but also ensures your internet connection is fully optimised for the session.
Avoid multitasking at all costs. Even a brief moment of divided attention can disrupt the flow of the session. If you need to take notes, let your client know beforehand and use a method that doesn’t detract from maintaining eye contact, such as a notebook or a separate device positioned appropriately.
Use reflective comments and affirmations to keep the conversation flowing. Phrases like "It sounds like you’re feeling..." or "What I’m hearing is..." reinforce your active engagement and assure clients that you are fully present and processing their words.
Stay mindful of technical aspects without letting them overshadow the session. While it’s important to monitor your internet and audio quality, don’t let technical concerns dominate your focus. If issues arise, address them directly and move on to maintain the therapeutic flow.
By staying fully engaged, you create a professional and supportive environment for your client.
Managing Session Openings and Closures
Start each session with a calm and prepared approach. Log in at least 10 minutes early to test your equipment and ensure your setup is secure and distraction-free. Use privacy settings to maintain confidentiality until the session begins.
A well-prepared opening and closing sets the tone for a professional and productive session.
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Confidentiality, Security, and GDPR Compliance
Ensuring confidentiality and adhering to GDPR regulations are essential for maintaining client trust in digital therapy. Beyond just meeting legal requirements in the UK, safeguarding sensitive client data is a cornerstone of ethical practice. Every aspect of your digital setup should prioritise security and compliance to protect both your clients and your professional reputation.
Using Secure and GDPR-Compliant Platforms
When selecting platforms for therapy, opt for those specifically designed for healthcare professionals. Generic consumer apps often lack the necessary security features and GDPR compliance required for handling sensitive client information.
For example, Konfidens offers a GDPR-compliant platform with features like secure video calling, encrypted session notes, and client management tools. It ensures all communications are encrypted, protecting client information throughout the therapeutic process. This level of security helps you focus on therapy without worrying about potential data breaches.
Look for platforms that offer:
- End-to-end encryption to ensure intercepted data remains unreadable
- Detailed security documentation and regular audits
- Features like virtual waiting rooms, password protection, and session-locking options to enhance security
These measures are not just added conveniences - they are essential for maintaining confidentiality and compliance.
Managing Client Data Responsibly
Platform security is just one piece of the puzzle. How you manage client data is equally important. Always obtain explicit written consent before recording sessions, even temporarily, for note-taking purposes. Under GDPR, clients must clearly understand how their data will be used, stored, and eventually deleted. This consent should be separate from your general therapy agreement, with full transparency about the purpose and duration of any recordings.
When storing client records and session notes, use encrypted systems that meet healthcare data standards. Avoid storing sensitive information in unsecured locations, such as personal cloud storage or unencrypted files on your computer. If you use AI-assisted tools for note-taking, verify that they process data securely and do not retain it after the session ends.
Adopt a GDPR-compliant data retention policy, typically retaining records for seven years before securely deleting them. Handle payment information with extra care by using PCI DSS-compliant payment processors. Never store financial details alongside therapy records, and ensure all transactions are processed through encrypted channels.
Dedicated Devices and Secure Networks
For added security, use a dedicated device exclusively for therapy work. This reduces the risk of malware or accidental data breaches that could occur on devices used for multiple purposes. If you must share a device, create a separate, password-protected user account specifically for therapy sessions.
Always connect to a secure network or use a VPN when working remotely. Public Wi-Fi in places like cafés or libraries lacks proper security, which could expose your client conversations to eavesdropping.
Keep your devices updated with the latest security patches and install reputable antivirus software. Cybercriminals often exploit outdated systems, so enabling automatic updates for your video calling software, operating system, and security tools is critical.
Additionally, ensure your device is positioned where others cannot view client data. Even the most secure digital platform cannot prevent someone from accidentally seeing confidential information if your screen is visible in a public space.
Finally, have a backup plan for technical issues. This might include a secure phone line for emergencies or a secondary GDPR-compliant platform as a fallback. Document these procedures and share them with clients so they know what to expect if technical problems arise during a session. A clear plan reassures clients and ensures continuity in their care, even under unexpected circumstances.
Accessibility Considerations for UK Therapists
Ensuring accessibility in video therapy is more than just good practice - it’s a legal obligation under the Equality Act 2010. By prioritising accessibility, therapists can create an inclusive environment where every client can engage meaningfully, regardless of their individual needs or circumstances.
Following UK Formats and Conventions
Adhering to UK-specific formats and conventions can make clients feel more at ease during sessions. For instance, always use British English spelling in written communications, session notes, and platform interfaces. Dates should follow the DD/MM/YYYY format (e.g., 15/09/2025), and appointments should be scheduled using the 24-hour clock to avoid misunderstandings.
Regional differences within the UK should also be taken into account. For example, terminology used by clients in Scotland may differ from that used in the South West of England. Adapting your language to reflect these nuances demonstrates sensitivity and helps build stronger client relationships.
Platforms like Konfidens simplify this process by automatically applying UK-specific formatting, ensuring consistency across all interactions. These small adjustments set the stage for accessible and inclusive sessions, which will be explored further in the next section.
Supporting Clients with Accessibility Needs
Video therapy platforms should cater to clients with a range of accessibility requirements. Here’s how you can address specific needs:
- Hearing difficulties: Enable live captions or subtitles during sessions. Learning basic British Sign Language (BSL) phrases or arranging for a BSL interpreter can also be beneficial.
- Visual impairments: Use high-contrast display settings and ensure compatibility with screen readers. When sharing visual materials, describe them clearly. Position your camera at eye level with good lighting on your face to assist clients who rely on lip-reading.
- Cognitive differences or learning disabilities: Communicate using clear and simple language, breaking down complex ideas into smaller, manageable parts. Allow extra time for processing and regularly check for understanding. Session summaries in easy-read formats, with larger fonts (minimum 12-point) and ample white space, can be especially helpful.
- Motor difficulties: Choose platforms that offer keyboard shortcuts and voice command options, making it easier for clients who may struggle with standard video call controls.
Additionally, ensure your platform is compatible with assistive technologies like JAWS or NVDA. Every button and feature should be properly labelled so that assistive tools can interpret them accurately.
UK Safeguarding Requirements
Safeguarding is just as important in remote therapy as it is in face-to-face settings. Therapists must be vigilant in protecting vulnerable clients during video sessions.
Develop clear protocols for recognising and responding to safeguarding concerns. Be alert to signs of distress that could indicate issues such as domestic violence, elder abuse, or child protection concerns. Document any observations immediately and ensure you’re familiar with local safeguarding procedures. Keep contact details for local authorities, police, and emergency services easily accessible.
For emergencies, establish a protocol that includes instructions for clients on how to contact emergency services (999) if they are in immediate danger. Make sure clients know how to reach you or your supervisor outside of regular session hours. Clients should also feel empowered to end a video call immediately if they feel unsafe.
When working with clients under 18, additional safeguarding measures are essential. Verify the identity of others in the household and ensure there’s appropriate supervision. Check whether the young person has access to a private space for sessions to prevent sensitive discussions from being overheard.
For vulnerable adults, assess their capacity to consent to video therapy and ensure they understand the limitations of remote support. These assessments should be documented thoroughly and reviewed regularly. If a client lacks capacity, ensure all necessary legal frameworks are in place before proceeding with sessions.
A risk assessment process tailored to video therapy is essential. This should include evaluating the client’s home environment, their access to support networks, and their ability to manage the technology required for sessions. Regular updates to these assessments are crucial, as circumstances can change over time.
Finally, ensure your record-keeping adheres to UK safeguarding standards. This includes detailed session notes, risk assessments, and any communications with other professionals involved in the client’s care. Records must be stored securely and remain accessible to relevant authorities if safeguarding concerns arise.
Key Takeaways for Video Call Etiquette
Mastering video call etiquette in therapy hinges on thoughtful preparation, clear boundaries, and adherence to legal standards. These elements combine to create a setting that mirrors the professionalism of in-person sessions while tackling the unique challenges of remote practice.
Technical preparation is the backbone of effective video therapy. Ensure your audio and video setup is tested before each session to avoid interruptions that could disrupt the therapeutic connection. A dependable setup fosters confidence and trust with your clients.
Creating the right environment is more than just finding a quiet spot. Set up a dedicated space that is well-lit, free from distractions, and secure. This helps clients remain focused on the session and feel at ease throughout.
Maintaining a professional presence is equally important. Position your camera at eye level, dress appropriately, and ensure your background reflects a professional atmosphere. These small but impactful details enhance your therapeutic rapport and engagement.
Setting boundaries takes on added significance in virtual therapy, where personal and professional spaces often overlap. Establish clear protocols for handling interruptions, technical glitches, or emergencies so clients know what to expect if issues arise.
GDPR compliance is non-negotiable for protecting both you and your clients. Use platforms equipped with end-to-end encryption, secure data storage, and transparent consent procedures to ensure confidentiality and safeguard sensitive information.
Accessibility considerations are vital under the Equality Act 2010. Tailor your approach to accommodate clients with hearing or visual impairments, cognitive differences, or motor challenges. Proactive planning not only ensures inclusivity but also strengthens safeguarding measures in virtual therapy.
Safeguarding in virtual settings requires careful planning. Develop clear protocols to identify signs of distress, maintain emergency contact details, and respond swiftly if a client’s safety is in question.
Shifting to video therapy is about more than just using new tools; it’s about reshaping your practice to meet the demands of a digital environment while staying true to the principles of effective therapy. Success comes from consistently applying these guidelines, assessing your approach regularly, and adapting to client needs and regulatory expectations.
FAQs
How can therapists maintain confidentiality and comply with UK GDPR during video sessions?
To maintain confidentiality and comply with UK GDPR, therapists should rely on secure, encrypted video platforms designed for professional use. Public or non-secure apps should be avoided entirely. It’s also crucial to ensure the chosen platform meets GDPR compliance standards. Before starting sessions, always obtain explicit consent from clients for data processing. If sessions are recorded, make sure recordings are encrypted, securely stored, and accessible only to authorised individuals.
It's equally important to regularly evaluate your data management practices. Prioritise data minimisation, security, and confidentiality to align with GDPR requirements. Protect client information by adopting strong security protocols and staying up to date with the latest data protection regulations.
How can therapists effectively manage technical issues during a video therapy session?
Before starting a session, therapists should check their internet connection, as well as their audio and video setup, to avoid any interruptions. If technical issues do come up, it's important to let the client know straight away, explain the problem, and, if needed, switch to another method - like a phone call - to keep the session going.
It's also a good idea to have a backup plan in place. This could include using an alternative platform or agreeing on steps to follow if connectivity issues occur. These measures not only help the session run more smoothly but also reassure clients that their time and trust are valued.
How can therapists ensure video sessions are accessible for clients with specific needs?
Therapists can enhance the accessibility of video sessions by choosing platforms that integrate assistive tools such as screen readers, subtitles, or adjustable audio settings. These features are invaluable for clients with visual or hearing impairments, enabling them to participate fully in the sessions.
Offering clear, step-by-step guidance on how to activate and use these accessibility options can make a world of difference. When therapists take the time to understand each client's unique requirements and customise the setup to meet those needs, it creates a welcoming and inclusive environment where everyone feels supported.
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