Can technology help deliver a better client experience?
Can technology and therapeutic practises every truly marry up?
Embracing the inevitable?
Compared to many other professions, counselling and therapy is generally relatively technology-free.
The pandemic encouraged many of us to embrace video sessions (admittedly, with much huffing and puffing initially, but I’m sure most would agree that it was a positive change), and of course, the simplicity of a quick WhatsApp to confirm appointments or chase an errant invoice is undeniably handy.
However, our profession is about human connection, and that’s not something that will ever be replaced, even by the most sophisticated AI.
That said, running a counselling practice means that being an actual counsellor is just one of your roles. Another is that of a business owner, and like most businesses in this day and age, technology absolutely has the potential to enhance both the way your practice works and ultimately, the service you are able to provide.
But how does it all work together?
Streamlining practice management
Managing a busy practice can be challenging, particularly when juggling client appointments, administrative tasks, billing, and record keeping. There is no denying that after a hectic day, the last thing anyone wants to consider is admin – a cup of tea and something not-overly-strenuous on Netflix is more likely to fit the bill!
This is where practice management software comes in. This isn’t just generic business management tech though, it’s created specifically for the counselling profession, designed to automate and simplify many of the fiddly admin tasks that might otherwise slip through the net, such as:
Scheduling: Digital scheduling systems allow you to manage your diary and see at a glance the previous appointments that the client has attended, the length of those appointments, and how long you need to allow for.
Appointment management: Sick of having to chase clients to remind them of their appointment? Let the tech take the strain. Set up digital nudges to remind your clients of upcoming appointments, helping them stay on track, and reducing your admin workload.
Client records: We all know the importance of good client note management, it makes every session easier! Having it held digitally, in a secure, encrypted cloud-based system, ensures that not only is the data always to hand, but it is simple to run a report and help track your client’s progress – really useful when planning next steps.
CPD: As counsellors and therapists, we are always learning. A key part of the role is ensuring that CPD is kept up to speed - something that must be recorded in case of audit by a professional body, too. Whilst tech can’t do your learning for you, it can certainly help keep a detailed and thorough record of everything you do, from listening to a podcast to attending a training course.
Supervision records: Counseling work can be emotionally taxing, and regular supervision provides a vital space to allow you to process the results of your work. This is vital for maintaining client welfare and professional integrity, and good supervision is key to delivering the very best client experience. Ensuring that supervision records are properly noted is hugely important - you wouldn’t dream of not recording your client sessions in detail, so why should your own be any different?
Did-Not-Attend (DNA) Records: We all appreciate that regular attendance at therapy is key to progress. Keeping clear documentation of your clients' attendance records helps you recognise any patterns of missed appointments, helping you manage their engagement and make changes to the structure of their treatment plan if required . Of course, this information also helps you better manage your own time, and ultimately, finances!
Business development management: Business development is something many people struggle with - after all, the therapeutic process is hardly something you want to ‘sell’ to people! However, keeping track of incoming clients - how they found you, whether they found the process positive etc - is very useful. It allows you to tailor your own business marketing moving forward, saving time, money and effort on processes that don’t deliver, instead focusing on those that are positive for both you, and your clients.
Invoicing: Keeping track of who owes what can be tricky, especially if you’re dealing with insurance companies, individuals and organisations. Technology that helps keep track of who’s owing, and who’s up to date makes those awkward conversations a little easier – after all, there’s no mistaking the data!
Enhancing client service
Whilst all of these benefits may sound great to you, how exactly to they benefit your clients or enhance your client service?
Imagine this: you’ve had a full day in session, with only a few breaks to catch your breath. During those breaks, you’re trying to juggle the admin tasks that make it possible for your business to keep on chugging – without them, everything falls apart! The clients you see in the morning may get your full attention, but by the afternoon, you’ll be frazzled. Is that client really getting 100% of you?
Removing the strain of the little jobs can make a huge difference. Having these niggly tasks handled seamlessly, via one easy-to-navigate app like Grounded, allows you the headspace - and time - to relax, safe in the knowledge that the admin elements of your practice management are under control.
Of course, it’s not just practice management software that offers an improved client experience. There are many ways to embrace technology and help offer solutions that may also be helpful:
Online connections: For many of us, video sessions were the only way we could operate during the pandemic, and whilst some clients were initially wary, most soon embraced the idea, with many quickly preferring the option. The rise of virtual therapy, including video calls, phone calls or even text message support has boomed, and can be really helpful for clients who are unable or unwilling to attend in-person sessions.
Digital tools: Many therapists suggest a selection of supplementary digital tools via apps, podcasts or online platforms, to be used in conjunction with the talking therapy solution. This gives the client the opportunity to explore further between sessions if they feel that they want to, and allows them to take more control over their own therapeutic journey.
Wearable technology: More useful for some people than others, wearable technology such as smartwatches can offer a great addition to traditional talking therapies. Tracking real-time heart rate variability, sleep patterns and stress levels, these nifty gadgets provide clear data, and provide easy discussion points for clients and therapists. Proceed with caution though - for some clients this tech can add additional pressure, creating a source of anxiety around not completing arbitrary ‘goals’ or the over analysis of results.
A better service?
Most counsellors entered this profession with a will to help people, not spend their days ploughing through admin.
The nuts and bolts of the role will never change – the counsellor and client relationship will always remain intrinsically the same. However, times and more importantly, client expectations, are changing, and it would be foolish to leave yourself struggling against the swelling tide of administrative tasks and client requirements when there is another option.
By embracing the right tools, therapists can create a more efficient, convenient and flexible environment, leaving themselves free to dedicate more time to what we’re all here for - providing the best possible service to clients.
