Telehealth is now a normal part of psychology practice in Australia. Many clients value being able to see their psychologist from home, from work, or from a regional town hours away from the nearest clinic. Done well, a video session can feel just as warm and focused as a session in the room. This guide covers the practical steps that help telehealth work smoothly for you and your clients.
Start with the right setup. A reliable internet connection matters more than an expensive camera. Use a wired connection where you can, close other programs that use bandwidth, and keep a phone nearby in case the video drops. Position your camera at eye level, sit facing a soft light source, and choose a plain, uncluttered background. A good headset reduces echo and helps protect confidentiality if anyone else is nearby.
Choose a platform built for health. Look for a video service that offers encryption, does not record by default, and stores any data in line with Australian privacy obligations. Many practice management systems include telehealth rooms that link directly to your appointment book, which saves clients from downloading extra software. Whatever you choose, test it with a colleague before your first client session.
Protect privacy at both ends. Your own space should be private, with a closed door and no one able to overhear. It is just as important to ask clients about their space. At the start of each session, check that they are somewhere private and that they feel able to speak freely. Some clients take sessions in a parked car or a quiet room at work, and that is fine as long as they feel safe and unheard by others.
Gain informed consent for telehealth. Before the first video session, explain how telehealth works in your practice, how you protect their information, what happens if the connection fails, and any limits to the service. Record their consent in your notes. Many psychologists add a short telehealth section to their existing consent form so it is covered from the very first contact.
Plan for safety before you need it. When you are not in the same room, responding to risk takes more preparation. At the start of the first session, confirm the client's current address and a phone number you can reach them on. Ask for an emergency contact and note the nearest crisis service to where they live. If a client becomes distressed and the call drops, you will already know how to reach them and who to contact.
Agree on what happens when technology fails. Tell clients in advance that if the video drops you will try to reconnect for a few minutes, then call them by phone. This simple plan removes worry for both of you and keeps the session on track.
Keep the session feeling personal. Look at the camera when you speak so clients feel seen. Leave slightly longer pauses, since small delays can make conversation feel rushed. Name what you notice, as body language is harder to read on screen. Brief check ins such as asking how the session feels on video can strengthen the relationship.
Look after your own wellbeing. Back to back video sessions can be more tiring than face to face work. Build short breaks between clients, stand up and move, and rest your eyes away from the screen. A sustainable routine helps you stay present for every client.
Keep good records. Note in each file that the session took place by video or phone, where the client was located, and any safety information discussed. Store notes securely in the same way you would for any session.
Telehealth opens your practice to people who might otherwise never reach a psychologist, including clients in rural and remote Australia, parents with young children, and people with limited mobility. With a solid setup, clear consent and a safety plan in place, it can be a rewarding way to work.
If you offer telehealth, make sure clients can find you. My Psychologists lets you show that you offer telehealth on your listing, so people anywhere in Australia can discover your practice.