Frequently Asked Questions

Online therapy is typically carried out over the phone or by video. It can be just as effective as face-to-face therapy and works in much the same way. It is particularly beneficial for those that live in remote areas where physical therapy facilities are hard to come by. When you use an online therapist, you don’t need to spend time and money reaching an offline therapist and can talk freely in your familiar environment. Your online therapy sessions can take place whatever the weather. This means you don’t have to battle the wind and rain to reach your therapist. When you first start talking to your therapist, they will ask you about your issue and listen attentively so they can identify the best way to help you. Services can be delivered as a one-off session or be spread over several sessions.

If a specific therapist service is not available in your local area, you can easily source it online. For instance, you may need access to a particular type of treatment which is only available in a remote town or city. With online therapy, you don’t even need to step out of your front door to receive this.

There are numerous benefits for accessing therapy online:-

  • Many people don't want to risk being spotted visiting a local practitioners therapist centre. 
  • Online therapy is incredibly convenient and can be delivered at a time that suits you, wherever you are.
  • You don’t need to take time off work to get the treatment and support that you need.
  • You can receive your therapy in the evening, at the weekend or even in the middle of the night if you wish.
  • Therapy can continue even if you are on holiday, ill or can’t get to a therapist’s office for any other reason.
  • Therapy can be accessed almost instantly, without waiting to move up a lengthy waiting list.

Yes absolutely. Online therapy can be just as effective as seeing a therapist face-to-face and works in just the same way. It can be the perfect way to get therapy, especially if you cannot find a suitable therapist nearby or you live in a remote area.  Many clients find speaking to a therapist on the phone easier as they feel more relaxed in the comfort of their own home.

Any type of therapy can help you no matter what area of life you need help with. Taking a little time out for yourself to talk through your feelings is helpful and often helps people to gain clarity. Talking to a therapist who has a non-judgemental approach can be very therapeutic, enabling you to find a clearer path forward. Many people feel nervous about their first therapy session, but our caring and highly skilled therapists will help you to feel comfortable and relaxed.

We work with highly skilled accredited therapists that will make you feel  comfortable during your sessions. However, we do want to offer 100% satisfaction guarantee so have a “5 minute rule” which means if you feel you are not with the right therapist and not getting the most out of your session, please end the call. We will help you find an alternative therapist.

We always reassure our clients that everything you talk about is strictly confidential between yourself and the therapist. Our only exceptions to confidentiality is if your therapist is concerned that you are a risk to yourself or others. In this instance,  they may contact other professionals involved in your care such as your Doctor or suggest you contact another specialist. Please be reassured, this will be discussed with you beforehand.

‘Working online’ is used in this guidance to include all methods of communication using digital and information technology regardless of whether equipment used is a desktop computer, laptop, tablet, smartphone or any other device. ‘Working online’ is also sometimes referred to as ‘working at a distance’ to establish a distinction from working in the physical presence of the other person.

All our therapists follow the ethical principles and values set out in the Ethical Framework for the Counselling Profession regardless of whether working online, face to face or using any other methods of communication.
The technical and practical knowledge may vary according to how services are delivered but all our services will be delivered to at least fundamental professional standards or better.

Digital and online resources are widely used by the counselling professions and in society. Appointments may be arranged by email or text and managed using electronic calendars. Appointment reminders may be sent to clients electronically. Services to clients may be provided by a wide variety of online and digital communications including text, email, audio or video communications, or through social media. Records of sessions may be undertaken and stored electronically. Working online can be undertaken from a seemingly ever-expanding range of devices.

All practitioners are sufficiently competent in the use of technology in their work to be able to provide reliable and adequate services to clients and colleagues. Basic competence includes having alternative ways of providing services for communicating with clients promptly if the primary method of communication fails; having access to technological support that respects the confidentiality of the work being undertaken; and, keeping up to date concerning new developments in the technology being used in order to provide the safest and most reliable service to clients.

MindSpace 247 take reasonable steps to ensure adequate levels of security for the type of service being provided and are vigilant in avoiding new threats to security as they arise in a rapidly changing field of practice and technology. Threats to security typically arise from using the wrong type of hardware or software. Other sources of threat may include:

● Physical intrusion at either end of the communication, for example by being overheard or someone being present without the knowledge and consent of the person at the other end of the communication.
● Physical security needs to extend beyond the actual sessions by ensuring that the means of communication are adequately protected and not left open for others to view current transactions or to search for the history of communications. Therapists are directly responsible for protecting their end of the communications. Examples of good practice include:-
● Safeguarding against physical intrusion including vigilance about being overheard or overseen. Adequate password protection and encryption of data to prevent intrusion on equipment and software used.
● Providing information to clients about how best to protect their security.

Free services have the advantage of no upfront cost and are likely to be the most familiar and accessible to clients, however, as a consequence, some free online services may offer poor levels of privacy or other safeguards.

Therapists are committed to following the principle of candour whenever a breach of security or privacy arises that could impact on clients. To this end we will:-

● Ensure candour by promptly informing our clients of anything important that has gone wrong in our work together.
● Take immediate action to prevent or limit any harm.
● Repair any harm caused, so far as possible
● Offer an apology when this is appropriate
● Investigate and take action to avoid whatever has gone wrong being repeated.

Our therapists will always carefully consider how to respond to clients who become so distressed or disturbed that they require additional services or support from healthcare providers or their social network.
Good practice requires that our therapists are clear from the outset of working with clients about the boundaries between what is provided by their service directly, how any additional support will be sought in emergency situations by the therapist, and what depends on clients acting on their own initiative.
Online resources or guidance may be provided to assist clients in finding appropriate emergency services, especially where clients are communicating from a distance or it is inappropriate or impractical for the therapist to seek additional services on behalf of their clients.

Do not use this service for emergency medical needs. If you experience a non life threatening emergency or you are seriously ill and require urgent attention, call your in-country emergency services immediately. Please see our Emergency Resources section.

Callers must be 18 or over. Sessions under UK law only.


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