Telehealth
Telehealth
This Telehealth Policy outlines how SILZ Counselling & Psychotherapy (SILZ) provides counselling/psychotherapy via telehealth. It is intended to support informed consent, privacy, safety, and clear expectations, consistent with professional standards commonly associated with counselling and psychotherapy best practice.
What telehealth is
Telehealth sessions are counselling/psychotherapy sessions delivered remotely using video (and, where appropriate, phone). Telehealth can be effective and flexible, and it may also have limitations compared with in-person sessions.
Suitability and informed consent
Telehealth may be suitable for many concerns. However, it may not be appropriate in all situations (for example, where there are significant safety concerns, severe impairment, or where privacy cannot be reasonably maintained).
SILZ will discuss suitability with you and will seek your informed consent to proceed with telehealth. You can withdraw consent at any time.
Your responsibilities (privacy and environment)
To support privacy and therapeutic safety, you agree to:
Choose a private space where you cannot be overheard
Use headphones where possible
Ensure your device is charged and your internet connection is stable
Avoid driving or participating in activities where you cannot focus safely on your telehealth appointment
Let SILZ know if someone else is in the room or might overhear you
If privacy cannot be reasonably maintained, SILZ may recommend rescheduling or adjusting the session format.
Technology and connection issues
Telehealth depends on technology that can sometimes fail.
If the connection drops, SILZ will attempt to reconnect.
If reconnection is not possible, SILZ may continue by phone (if appropriate) or reschedule.
You are encouraged to test your camera, microphone, and internet connection before your appointment.
Confidentiality, privacy, and electronic risks
Confidentiality applies to telehealth in the same way it applies to in-person sessions.
SILZ takes reasonable steps to use secure systems and protect your information. However, telehealth and internet-based communication can carry privacy and security risks outside SILZ’s control (for example, third-party access to devices, shared networks, or platform outages).
For more detail about how SILZ handles personal information, please refer to Privacy, Confidentiality & Its Limits on this website.
Location, emergency contact, and safety planning
Because telehealth is delivered remotely, SILZ may ask you at the start of sessions (or during intake) to confirm:
- Your current physical location (address/suburb)
- A contact number in case the session is interrupted
- An emergency contact person (where appropriate)
This information supports safety planning if urgent concerns arise.
Crisis support and limitations of telehealth
SILZ is not an emergency service.
If you are in immediate danger or need urgent support, please call 000.
If you are experiencing a mental health crisis or need immediate support, you may also contact:
Lifeline: 13 11 14
Suicide Call Back Service: 1300 659 467
Beyond Blue: 1300 22 4636
If SILZ becomes concerned about immediate risk during a telehealth session, SILZ may take reasonable steps to support safety, which may include contacting emergency services or your nominated emergency contact.
A detailed list of crisis supports services is listed on this website on the contacting SILZ page.
SILZ does not routinely record telehealth sessions.
SILZ will only record a session with your explicit, informed consent.
You agree not to record sessions without discussing this with SILZ in advance.
If a recording is made, SILZ will explain the purpose, storage, access, retention period, and deletion process.
Communication between sessions
Between-session contact (email/SMS) is generally limited to practical matters such as scheduling, links, and brief check-ins where appropriate. SILZ does not provide counselling via social media messaging.
Fees, cancellations, and attendance
Telehealth sessions are subject to the same fees and cancellation arrangements as other appointments. Please refer to the Fees, Appointments & Reminders Policy for details.
Changes to this policy
This policy may be updated from time to time. The version published on the SILZ website is the most current.
Questions
If you have questions about telehealth, you are welcome to contact SILZ:
Email: hello@silzcounselling.com.au