COVID & YOUR PRACTICE: Scripts

Moving Your Practice Online Script

  • Online as an Option:

“With COVID-19’s presence in our city, we request that if you are having flu-like symptoms such as fever, cough, or shortness of breath, have traveled to a high-risk area for transmission of COVID-19 in the last 14 days, or if you have been in close contact with someone confirmed positive or currently being evaluated for COVID-19 you do not come to the office for therapy.

Online sessions (using a Skype-like platform, but HIPAA compliant and secure) are available if this applies to you or if you’d prefer accessing therapy from a private location like your home. Please let us know ASAP if you prefer this for any sessions.

We’re committed to continuing care and helping you reach your therapy goals. At this time we do not find it necessary to work exclusively online. We offer this to you for your comfort. If we do find it necessary in the future, we will let you know.

Keep washing your hands,

[practice name]”

 

  • Online Only:

“In the interest of protecting some of the medically fragile clients in our practice and in our community, we are now shifting to online therapy in lieu of in-person appointments.

Our video conferencing software is secure and HIPAA-compliant. The email address we have on file will receive a link prior to your scheduled appointment. If you plan to use a smartphone, you will be prompted to download an app first.

Please make sure you are in a private location that allows you to have the same level of concentration and openness you show in our in-person sessions. We’re committed to continuing care and helping you reach your therapy goals.

Let us know if you have any questions.

[practice name]”

Transition to Telehealth Website Copy

  • [Prior to (whatever date) we would meet for your intake session in my office. Since the (your state’s directive) has been put in place, for health and safety reasons we’ll be meeting online on a HIPAA compliant, confidential platform. During your intake phone call, we’ll be discussing how to access the platform, payment and insurance rates, and how to get the most out of our sessions together. ]

Reengaging Clients Script

  • Hey [client name], I’m checking in on you. It’s surreal to think we were sitting across from each other last week/a few weeks ago. I’m having clients call who initially wanted to wait this out and come back when we could be in person again. Since it’s looking like we’ll be socially distancing for an extended period of time, I wanted to make sure you knew that I’m here if you want to process through some of this and continue to work through your [presenting concern]. 

    Video therapy may have seemed weird when I brought it up but I’m finding it feels much more like being in person than I imagined. You may already have that experience spending virtual time with friends over the last few days (please tell me you’re hanging out with friends online, connection is so important right now.)

    You can schedule an appointment by ________/Let me know if you want to schedule an appointment. 

    I’m thinking about you. 

    Stay safe and healthy,  

    [name]

  • [Client name],I hope that you’re healthy and taking good care of yourself. I know it’s hard to manage [presenting concern] amid all the changes and challenges of this pandemic. In the conversations I’ve had with the clients that transitioned to video therapy, we’ve found some grounding and respite from all of this by [something actionable that’s helping 1], [something actionable that’s helping 2], [something actionable that’s helping 3.] I wanted to share that with you in case it’s helpful. 

    It looks like social distancing may be a matter of months instead of weeks as we’d hoped. If you need support at any point during that time, let me know. I still have a few spots open right now if the timing is right for you. 

    I’m thinking about you. 

    Stay safe and healthy, 

    [name]

Talking to Boss Script

  • “[name], I want to talk to you about concerns I have.  As staff, I appreciate that you’re allowing us to do online work but I worry about the safety of the clients and clinicians that are still coming into the office. I’m also worried that the longer that goes on, the more likely those clients will leave when we all move to online. What I’m seeing in the therapist facebook groups I’m a part of is that client retention is much higher in the transition to online therapy when there’s decisive action. I have a script that my coworkers can use that’s been working all over the world for therapists needing to make that transition. 

    I worry that our reticence as a staff to move entirely online is endangering the people we’re trying to serve. It doesn’t feel aligned with who any of us are and what we do. Because the move to online is inevitable, if you required it of staff now we could probably not only keep many more of our clients, but also prevent the spread in our community. 

    I know some staff may complain about it but I will have your back. And I’m happy to share resources I’ve found that have helped me. Let me know what I can do to help.”

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