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Online Therapy & Digital Communication Policy

Effective Date: 13th October 2024

Last Updated: 12th May 2026


Author: Dr Tiffany Leung
HCPC Registered Counselling Psychologist
BPS Chartered Psychologist
EuroPsy Registered Psychologist

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1. Introduction

At Dr Tiffany Leung Psychological Services, I provide online psychological therapy, psychologically informed coaching, and clinical supervision to support clients across different locations, time zones, and cultural contexts, while providing culturally sensitive and ethically grounded psychological support.

This policy explains how online communication and remote psychological services are delivered within a professional, ethical, and secure framework, in accordance with relevant UK professional standards, including:

  • Health and Care Professions Council (HCPC) Standards of Conduct, Performance and Ethics

  • British Psychological Society (BPS) guidance relating to online and remote psychological practice

  • UK General Data Protection Regulation (UK GDPR)

  • Data Protection Act 2018

My aim is to create an online therapeutic environment that remains safe, confidential, professionally accountable, and psychologically containing.

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2. Platforms Used

Online sessions and communication are conducted using platforms with appropriate security and data protection measures:

  • Zoom – All therapy sessions are conducted using password-protected Zoom links with encryption and security protections in place. Sessions are not recorded unless explicitly agreed in advance and confirmed in writing.

  • Email – Administrative and appointment-related communication takes place through a secure Google Workspace business account.

  • WhatsApp / Text Messaging – Used only for brief administrative communication, such as appointment coordination or practical updates. Clinical discussions do not take place through messaging platforms or voice notes.

  • WeChat (for Mainland China clients) – WeChat is used only where alternative platforms are not reasonably accessible. Clients are informed of the platform’s privacy limitations, local regulatory considerations, and potential differences from UK GDPR protections. A separate Data Protection Impact Assessment (DPIA) and written consent process apply before use.

  • Wix Website Contact Form – Website forms and data transmission are protected using SSL encryption.

For more information regarding data handling and privacy, please refer to the Privacy & Data Protection Policy.

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3. Informed Consent for Online Therapy

Before beginning online therapy, clients are asked to review the Therapy Agreement Summary and understand:

  • the nature of online therapy and how it may differ from in-person work

  • the potential limitations and risks associated with digital communication

  • their responsibility to attend sessions in a private, safe, and appropriate environment

  • the confidentiality limitations associated with certain digital platforms and technologies

Booking or attending online sessions indicates that the client understands and agrees to this mode of service delivery.

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4. Data Protection and Confidentiality

I follow strict professional and data protection standards to safeguard personal and clinical information.

Dr Tiffany Leung Psychological Services is registered with the Information Commissioner’s Office (ICO).

ICO Registration Number: ZB516372

  • Clinical notes and session records are stored securely using encrypted systems and password-protected platforms

  • Communication records are retained only where necessary for professional or administrative purposes and deleted appropriately thereafter

  • Zoom sessions are not recorded unless explicit written consent has been provided in advance

  • Administrative communications are periodically deleted once securely documented where appropriate

  • Devices used for clinical work are password protected and maintained with current security and software protections

Further details can be found in the Confidentiality Policy and Privacy & Data Protection Policy.
 

5. Professional Boundaries in Digital Contact

Maintaining clear professional boundaries is an important part of ethical and psychologically safe practice.

  • Therapeutic work takes place primarily within scheduled therapy sessions

  • WhatsApp, text messaging, and WeChat are used only for practical or administrative communication

  • Therapy discussions are not conducted through social media, messaging platforms, or email

  • Emails and administrative messages are generally responded to during working hours

  • Social media interactions or friend requests are generally not accepted in order to maintain professional boundaries and confidentiality

If you have questions about communication preferences or boundaries, these can be discussed during sessions where appropriate.

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6. Emergencies and Crisis Support

Online psychological therapy is not suitable for emergency or crisis situations.

If you are at immediate risk or experiencing a mental health crisis, please contact local emergency services or attend your nearest emergency department.

Within the UK:

  • Call 999 or contact Samaritans on 116 123 (24-hour free helpline)

Outside the UK:

  • Where appropriate, I may assist clients in identifying relevant local crisis or emergency support resources.

If serious concerns arise during a session regarding immediate risk of harm to yourself or others, I may contact relevant services or emergency contacts in accordance with professional safeguarding responsibilities.

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7. Cross-Border and Legal Considerations

All services are provided in accordance with relevant UK legal, ethical, and professional standards.

For clients located outside the UK:

  • therapy is offered within the scope of my professional registration and competence

  • different countries may have different privacy, data protection, and online communication regulations

  • WeChat communication may be subject to Mainland China data regulations and additional privacy limitations

  • cross-border digital communication may involve legal or technological differences outside UK GDPR protections

While I cannot provide emergency services outside the UK, I will support clients where possible in identifying appropriate local resources.

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8. Accessibility and Inclusion in Online Practice

I aim to make online psychological services accessible, inclusive, and responsive to different communication and access needs.

Where appropriate and reasonably possible, adjustments may include:

  • flexible scheduling across time zones

  • adapted pacing or communication approaches

  • written summaries or alternative communication formats

  • reasonable adjustments relating to disability, neurodivergence, sensory needs, or language differences

Sessions can be conducted in English, Cantonese, or Mandarin, recognising the important relationship between language, emotional expression, and cultural identity.

Please also refer to the Accessibility & Inclusion Statement for further information.

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9. Technical Difficulties and Online Session Arrangements

If technical difficulties occur during a session:

  • we will attempt to reconnect for approximately 10 minutes

  • where appropriate, sessions may continue via telephone or another agreed method

  • if continuation is not possible, the remaining session time may be rescheduled where appropriate

Where significant technical difficulties arise from the client’s side, arrangements may still be handled in accordance with the Cancellation & Rescheduling Policy.

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10. Policy Review and Updates

This policy is reviewed periodically and may be updated in response to changes in technology, legal requirements, professional guidance, or service development.

Updated versions will be published on this website with the revised update date.

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Contact Information

If you have questions regarding this policy or online psychological services, please contact:

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