Tele-Counselling Information

Tele-Counselling may be new to you so we’ve compiled the following guide on accessing the services offered by Kells via an online appointment. Should you have any questions or concerns, please feel free to contact us directly.

What is the process to access counselling sessions at Kells via the internet or phone?

At the time of your scheduled appointment, you will use a link provided by Kells to begin a call with your therapist. Clicking the link will add you to the therapist’s waiting room. The therapist is notified you are ready and they will begin the call. Please note, it’s important the informed consent is completed prior to your appointment.

What do I need to know about the online communication tool used?

At Kells, we use an online communication tool that allows private face-to-face video, voice, or text-based chat/dialogue. It is called Doxy.me and is encrypted to keep your sensitive information private and is HIPAA compliant. You can visit the Doxy.me website for more information.

Doxy.me is available on any device with a microphone, webcam, and internet access. For privacy on your end when using a Doxy.me call, use a private, password protected internet connection, and ensure your device is also password protected. Our therapists will do the same.

While no internet-based communication can be guaranteed to be 100% secure or confidential, we have made every reasonable effort to implement technical security measures to reduce risk of a confidentiality breach.

Technical problems may occur. If a call is disrupted, your psychologist will call back unless technical difficulties persist. In such cases, the session can be continued via phone or rescheduled via phone or email, depending on your preferences.

What do I need to know about tele-counselling and how it differs from in person counselling?

Video sessions are not intended to permanently replace the more optimal in-office sessions, but at your request, are utilized when in-office sessions are not convenient or possible. With tele-counselling, there can be less ability to view body language compared to face-to-face communication. Because of this, certain interventions may not be available through online means, such as EMDR.

In the case of an emergency, you will contact 911, go to the nearest hospital, or call the distress line at 780-482-4357.

How can I make the most of my tele-counselling session? 

If you “arrive” 5 minutes prior to the scheduled start time, you’ll be able to ensure a smooth start to the session. Close all other programs open on your computer or device to help with confidentiality as prevent technical issues. Ensure you are alone in a quiet room with a closed door. You may choose to use headphones to increase the privacy of the session if you want. Also, please avoid answering calls, text messages, or emails while on your session. Dedicate yourself 100% as you would at an in person session. Please note, we recommend that you contact your insurance company prior to your tele-counselling session to ensure they cover video and/or phone sessions. Also, be aware that your session must be paid for prior to starting (either by credit care or direct billing.)

How do I access Doxy.me and start my session?

  1. Kells will email you and your therapist a specific Doxy.me link. Once you click the link, you enter the therapist’s specific Doxy.me ‘waiting room.’
  2. Please click the link about five minutes prior to your appointment using your smartphone, tablet, or computer.
  3. Your internet browser will open (Safari on iPhone, Chrome on Android phones, and Chrome/Mozilla Firefox on a PC/Mac.)
  4. The browser or phone may ask you to let Doxy.me enable your webcam and microphone—click ‘allow’ if prompted.
  5. Enter your name and click ‘check-in.’
  6. You’re now in the ‘waiting room’ until the therapist chooses to start the video call. A message will display saying ‘your call will start soon’ and the webcam will appear in upper right corner.
  7. A message saying ‘video will connect soon’ appears.
  8. The videos/audio connects for both you and your therapist and the session begins.
  9. At the end of session, click ‘end call’ to exit the browser and turn off the webcam.

Is tele-counselling the only option for me?

No. Because Kells is considered an essential service during the COVID-19 pandemic, we are still open and some therapists are meeting clients in person. Please refer to our previous announcement for details on how we’re adhering to government recommendations and physical distancing guidelines in our office.

Your safety and mental health continue to be our priority.