Client Communication Policy
Purpose
To establish clear guidelines for client communication with therapists and administrative staff, ensuring appropriate, professional, and timely responses.
Policy Statement
Common Thread Therapy is committed to maintaining professional boundaries while providing responsive communication to clients.
This policy outlines appropriate communication methods, response times, and limitations on therapist availability outside of scheduled sessions.
Scheduling and Administrative Inquiries:
Clients may contact the practice via email at Kaitlin@commonthreadtherapymi.com or through the secure messaging system through the client portal for scheduling, rescheduling, or administrative questions.
Text messaging, if used, should be limited to appointment related inquiries and confirmations.
Therapist Communication
Direct communication with the therapist outside of scheduled sessions is strictly for scheduling-related concerns only.
The therapist does not engage in clinical discussions, therapeutic interventions, or crisis support outside of scheduled appointments.
If a client has a clinical concern, they should bring it to their next session or schedule an additional session if needed.
Acceptable Communication Methods
Response Time Expectations
The practice makes reasonable efforts to respond to emails, voicemails, and texts within 24 business hours, defined as Monday-Friday, excluding holidays and weekends.
Communication outside of scheduled sessions is intended for administrative or scheduling purposes only. Messages sent outside of business hours will be responded to on the next business day.
The practice does not provide crisis or emergency services. Urgent or time-sensitive concerns should not be communicated via email, voicemail, or text.
Emergency and Crisis Situations
The practice does not provide emergency mental health services.
If a client is experiencing a mental health crisis or is at risk of harm to themselves or others, they should
Call 911
Go to the nearest emergency room, or
Contact the 988 Suicide & Crisis Lifeline (call or text 988) or other relevant warmlines.
Because services may be provided via Telehealth or in multiple locations, clients are encouraged to identify and utilize local emergency and mental health crisis resources in their area.
Clients are expected to use communication channels in a respectful and appropriate manner.
Communication with the therapist is intended for scheduling, billing, or administrative purposes and should occur only through the designated professional channels provided by the practice.
Harassing, threatening, or persistently excessive messaging, or communication that violates professional boundaries, may result in a discussion of boundaries and, if needed, modification or termination of services.
Social media platforms, personal phone numbers, and informal messaging platforms are not appropriate methods of communication with therapists and are not monitored for clinical or administrative messages.
These boundaries are in place to protect client confidentiality, maintain professional relationships, and support effective therapeutic work.