Research conducted within the last two decades strongly suggest counselling services using distance technology are as effective as in-person services.

Since the research strongly suggests treatment outcomes are comparable, secure video and phone counselling provide an effective opportunity to work towards mental health and emotional well-being goals when in-person services may not be available.

• In the context of a global health pandemic, video and phone sessions provide ongoing support while protecting personal and public safety.

• During unsafe weather conditions or transportation difficulties.

• Individuals who live in rural areas with limited face-to-face counselling options.

Video and phone sessions reduce delays in accessing mental health treatment for new clients and limit interruptions to ongoing services for existing clients.

Video and phone sessions could be chosen as the primary media of receiving services or as a temporary alternative when personal or external factors may otherwise prevent you from accessing in person sessions.

Therapeutic limitations:

Potential misunderstandings could occur when visual cues are absent (e.g. during telephone sessions) or limited (e.g. poor video quality or limited lighting interfering with ability to clearly see facial expressions or tearfulness; video limited to face and shoulders) resulting in an increased need for clarification by all parties.

Certain therapeutic interventions may need to be adjusted.

Technology limitations:

Time delays, possibility of failure of equipment utilized by client and/or psychologist and poor Internet speeds could impact sessions. Technological disruptions may occur during important moments in the session. Your psychologist may be unable to reach you quickly by an alternative communication medium. A backup communication plan will be developed.

Confidentiality limitations:

All information transmitted via the Internet could be intercepted despite security measures; there is the possibility of IT personnel or hackers attempting to gain access to information transmitted during counselling sessions via distance technology. Video sessions with be conducted via a secure platform that complies with the Personal Information Protection and Electronic Documents Act.

Clients have greater responsibility during video and phone sessions to ensure they take steps to protect confidentiality within their chosen location for sessions.

These confidentiality limitations are in addition to the general limits outlined for counselling services. See more here.

Safety limitations:

Your psychologist has reduced ability to directly intervene in crises or emergencies during counselling sessions via distance technology. Suicide and domestic violence pose greater risks during sessions conducted while outside of the physical therapy room. Video and phone sessions are not recommended for individuals with dementia and/or psychosis without extensive measures in place to maintain safety during these services. Safety plans for mental health crises and medical emergencies need to be co-created at the start of the services to mitigate these risks.

Adequate preparation by both you and your psychologist can help to mitigate the above limitations as much as possible and maximize the effectiveness of video and phone counselling.

Download the Preparation for Counselling via Distance Technology by clicking the PDF icon below to learn about how to prepare your physical space, mind and technological devices for video and phone sessions. It also contains information and the Identification Plan, Scene Safety Plan, Communication Plan for potential technological failures and Safety Plan.

• As a recipient of counselling via distance technology, you will need to participate in ensuring your safety during mental health crises, medical emergencies and during telepsychology sessions.

• There are greater challenges in ensuring safety during counselling sessions via distance technology due to limited ability for your psychologist to directly intervene compared to in person sessions and potential safety concerns in your chosen location for sessions. Careful consideration by both yourself and the psychologist is needed in order to ensure counselling sessions do not increase safety risks (e.g. in cases of interpersonal abuse occurring in the home; proximity of self-harm objects for those with self-harm thoughts).

• An emergency contact person is required at the start of the therapeutic relationship. By providing a designated emergency contact, you are providing permission for your psychologist to communicate with this person about your care during medical emergencies and mental health crises. Information disclosed during this contact will be limited to necessary information to alleviate the emergency situation. You have the right to change your emergency contact person at any time by notifying your psychologist.

• If you experience an emergency or crisis between appointments, please contact the Edmonton Distress Line (780-482-4357), the Crisis Response Team (780-342-7777), Canada Crisis Services (1-833-456-4566) or take yourself to the nearest hospital emergency room. Other resources

• Although it is well validated by research, telepsychology is not a good fit for everyone.

• Your psychologist will continuously assess if telepsychology is appropriate for you while considering potential benefits and risks as well as your preferences.

• Please talk to your psychologist if you find the distance technology so difficult to use that it distracts from the services provided, if the medium causes trouble focusing on your services or if there are any other reasons why the medium seems to be causing problems in receiving services.

• You have the right to stop receiving services by distance technology at any time without prejudice.

• If either you or your psychologist determine that video or phone sessions are no longer appropriate for you, your psychologist may offer in person sessions or provide referral options. Your psychologist can support you in locating alternative forms of support.