Telehealth Therapy Best Practices
for Australian Psychologists

Introduction

Telehealth is no longer an optional add-on in psychological practice—it is now a core mode of service delivery across Australia. Clients expect flexible options, seamless technology, and a therapeutic experience that feels as attuned and safe online as it does in person.

For psychologists, the challenge is not just "offering telehealth," but doing it well: clinically, ethically, and sustainably. This guide brings together key best practices for delivering high-quality online therapy in a modern, professional context.

The Role of Telehealth in Contemporary Practice

Telehealth has expanded access to psychological services for people in rural and remote areas, clients with mobility or health challenges, parents with caregiving responsibilities, and individuals who feel safer engaging from home.

For psychologists, telehealth offers:

• Increased flexibility in scheduling and work location
• Access to a broader client base across Australia
• Reduced room-based overheads
• More options for blended (online + in-person) care

However, these benefits are only realised when telehealth is supported by robust systems, clear boundaries, and clinically sound frameworks.

Creating a Therapeutic Online Environment

The quality of the therapeutic space is just as important online as it is in-person. Clients quickly form impressions based on how safe, organised, and contained the session feels.

Choosing the Right Telehealth Platform

Security, reliability, and user experience should guide platform choice. In Australia, psychologists commonly use solutions that integrate with practice management tools or dedicated telehealth platforms.

Key considerations include:

• Security & privacy – encryption, data storage policies, and compliance with Australian privacy law
• Integration – seamless connection with booking, reminders, and case notes (e.g., via Cliniko + Coviu)
• Client ease-of-use – one-click links, no complex logins, mobile-friendly access
• Stability – consistent video and audio performance

Whenever possible, aim for platforms that reduce friction for both you and your clients—this directly impacts engagement and attendance.

Clinical Presence and Rapport in Telehealth

Therapeutic presence can absolutely be maintained online, but it may require intentional adjustments.

Managing Risk and Safety in Online Sessions

Risk management requires particular care in telehealth contexts. Before working online, it is important to have:

• Clear protocols for high-risk situations (e.g., active suicidal ideation, family violence)
• Up-to-date client location at the beginning of each session
• Emergency contact details and local crisis service information
• Documented procedures for connection loss mid-session

Many psychologists incorporate a short "telehealth safety checklist" into their first online session and summarise this in their notes.

Boundaries, Confidentiality and Informed Consent

Telehealth introduces additional layers to confidentiality and boundary management.

Best practices include:

• Explaining how telehealth differs from in-person work
• Discussing privacy limitations (e.g., client's home environment, others in the house)
• Clarifying policies around recording (usually not permitted) and note storage
• Documenting consent for telehealth in writing

These discussions enhance client autonomy and protect both parties from misunderstandings.

Streamlining the Telehealth Workflow

The more streamlined your workflow, the more present you can be in session. Automation plays a crucial role here.

Consider using systems that:

• Automatically generate secure telehealth links for each booking
• Attach those links to calendar invites and reminders
• Handle late-cancellation fees and rescheduling policies
• Integrate booking, payment, and telehealth in a single process

Related reading: Admin Automation: Reducing Admin Load & Reclaiming Clinical Time

Supporting Engagement and Retention Online

Some clients engage more easily online than in-person; others need additional support. Helpful strategies include:

• Using email or portal-based summaries to reinforce key points between sessions
• Sending worksheets or psychoeducation tailored to their goals
• Setting clear expectations around session frequency and duration
• Using automated reminders to reduce DNAs and last-minute cancellations

Retention is not just a business consideration; it underpins continuity of care and therapeutic progress.

Blended Models: Combining Telehealth and In-Person Work

Many psychologists are now operating blended models, offering both in-person and telehealth sessions. This can support:

• Phased transitions (online to in-person, or vice versa)
• Accessibility for clients who relocate or travel
• Flexibility during illness, caregiving, or temporary mobility challenges

Blended models work best when underpinned by clear policies around modality changes, scheduling, and boundaries.

Frequently Asked Questions