top of page

Online Therapy & Digital Communication Policy

Effective Date: 13th October 2024
Author: Dr Tiffany Leung — Chartered Counselling Psychologist (HCPC Registered, BPS Chartered)
 

1. Introduction

At Dr Tiffany Leung Psychological Services, I provide psychological therapy, coaching, and supervision online to ensure accessibility across locations and time zones.
 

This policy explains how online communication and telehealth sessions are delivered safely, ethically, and in compliance with UK professional standards — including the Health and Care Professions Council (HCPC) Standards of Conduct, Performance and Ethics (2023), the British Psychological Society (BPS) Guidelines for Online Psychological Practice (2023), and the UK General Data Protection Regulation (UK GDPR).
 

My goal is to create a professional and secure online environment where therapy remains personal, confidential, and ethically sound.
 

2. Platforms Used

Online sessions and communication are conducted using secure, encrypted platforms that meet data protection standards:

  • Zoom – All therapy sessions are hosted via password-protected Zoom links with end-to-end encryption. Sessions are not recorded unless explicitly agreed upon in writing.

  • Email – Administrative and scheduling communication is conducted through encrypted email (Gmail Business Workspace).

  • WhatsApp / Text Messaging – Used only for brief administrative contact, such as confirming appointments or sharing logistical details. Clinical work does not take place via text or voice notes.

  • WeChat (for Mainland China clients) – Used only where no other secure platform is accessible. Clients are informed that WeChat may be subject to local data regulations outside the scope of UK GDPR. Written consent and a separate Data Protection Impact Assessment (DPIA) apply before use.

  • Wix Website Contact Form – Submissions are encrypted via SSL security.
     

For full details on data handling, please see the Privacy & Data Protection Policy.

​

3. Informed Consent for Online Therapy

Before starting online sessions, clients are asked to review and agree to the Therapy Agreement Summary and confirm their understanding of:

  • The nature of online therapy and its differences from in-person sessions.

  • The potential risks of digital communication (e.g., connection interruptions, data exposure).

  • Their responsibility to ensure a private, quiet, and secure environment during sessions.

  • The limitations of confidentiality when using third-party digital tools (outlined in this policy).
     

By booking or attending an online session, clients provide informed consent for this mode of delivery.
 

4. Data Protection and Confidentiality

I take data protection seriously and follow strict security standards:

  • All session data and notes are stored securely on encrypted systems (e.g., Google Workspace, Wix).

  • Client communications are stored only as necessary for service delivery and deleted once transcribed or recorded appropriately.

  • Zoom sessions are not recorded unless agreed in advance and with explicit written consent.

  • Administrative messages (text, WhatsApp, email) are deleted regularly after being logged in secure records.

  • Devices used for therapy are password-protected, encrypted, and updated with current security software.
     

For more details, please see the Confidentiality Policy and Privacy & Data Protection Policy.
 

5. Professional Boundaries in Digital Contact

Professional boundaries are essential to maintain ethical and safe practice.

  • Online sessions are the primary context for therapy.

  • WhatsApp, text, or WeChat messages are limited to practical coordination only.

  • I do not engage in therapy discussions via messaging apps, social media, or email.

  • Emails are responded to during normal working hours.

  • I do not accept social media friend requests or interact via personal accounts to preserve confidentiality and professional boundaries.
     

If you would like to discuss boundaries or communication preferences, please raise this during a session.
 

6. Emergencies and Crisis Support

Online therapy is not suitable for emergencies or acute mental health crises.
 

If you are in crisis or at risk of harm, please contact local emergency services immediately or visit your nearest hospital.

  • In the UK: Call 999 or contact Samaritans at 116 123 (free, 24-hour helpline).

  • Outside the UK: I will provide local emergency contact information during the onboarding process.
     

If an emergency occurs during an online session, I may contact relevant authorities if there is imminent risk of harm to yourself or others, in accordance with professional duty of care.
 

7. Cross-Border and Legal Considerations

As I am based in the UK, all services are governed by UK law and HCPC/BPS ethical standards.

For clients based outside the UK, therapy is offered within the limits of my professional registration.

  • International clients understand that data transmitted online may be subject to their local jurisdiction’s privacy laws.

  • WeChat use (Mainland China) carries specific limitations and is governed by a separate consent form and DPIA.

  • I cannot provide emergency services outside the UK but will assist in identifying local resources if needed.
     

8. Accessibility and Inclusion in Online Practice

I aim to make online therapy accessible and inclusive to all clients.
 

Where possible, I offer:

  • Flexible scheduling across time zones;

  • Adapted pacing and communication formats (e.g., written summaries, captions);

  • Adjustments for clients with disabilities, neurodiversity, or language differences.

Sessions can be conducted in English, Cantonese, or Mandarin, acknowledging that language is deeply tied to emotion and identity.
 

For more, please read the Accessibility & Inclusion Statement.
 

9. Technical Difficulties and Session Continuity

If technical issues interrupt a session:

  1. We will attempt to reconnect for up to 10 minutes.

  2. If unresolved, the session will continue by phone or be rescheduled at no extra cost.

  3. If connection issues arise on the client’s side that prevent continuation, the full fee may still apply as per the Cancellation & Refund Policy.
     

10. Policy Review and Updates

This policy is reviewed annually or sooner if there are changes in technology, data security requirements, or professional standards.
Any updates will be published on this website with a revised effective date.
 

Contact Information

If you have questions or concerns regarding this policy or your online therapy sessions, please contact:
📧 Email: admin@tiffany-leung.com
📞 Phone: 0161 850 3557

bottom of page