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How to maximise your client's telehealth experience

How to maximise your client's telehealth experience


An onboarding strategy for clients is crucial for telehealth success because it familiarises clients with the technology, establishes clear expectations, builds rapport, addresses concerns and reduces drop-out rates. By guiding clients through the process and addressing their needs from the outset, mental health professionals can ensure a positive and effective telehealth experience, ultimately enhancing client satisfaction and treatment outcomes. 

In this session with Sophie Kessler from Coviu, clinicians will learn how to: 

  • Craft effective onboarding strategies tailored to their client's needs and clinical workflows 
  • What an onboarding package could look like including the contents of a welcome email and various attachments 
  • How to conduct a test call and ensure the client meets the right technical requirements for a call   
  • Improving client engagement at the onboarding stage 
  • Discover the importance of feedback loops in gauging client satisfaction and making necessary adjustments for an improved experience from the start.


Sophie will do a live demonstration of the process of conducting setup test calls, allowing you to troubleshoot any technical issues and ensure seamless communication during sessions. Furthermore, she will share strategies for fostering an environment conducive to teleassessment delivery, promoting comfort and trust between you and your clients.

Don't miss this opportunity to elevate your telehealth practice and provide exceptional care to your clients.

Presenter Biography: Sophie Kessler represents Australia's leading telehealth provider Coviu.

As a virtual care expert, Sophie works closely with the organisation and several research teams to increase awareness of Coviu's purpose-built telehealth platform for mental health professionals. Previously, Sophie has presented on Measurement-Based Virtual Care for the AAPi and at industry events such as the 22nd Successes and Failures in Telehealth Conference. 

Sophie is actively involved in researching and developing content resources for mental health practitioners to help them realise telehealth success and facilitate better outcomes with their clients. She is driven by a global mission to make phone and video consultations part of every clinician's toolbox, creating a rich experience that will transform healthcare.

Webinar timing: 1:00 – 2:00 pm AEST

Access to the recording of this webinar: A recording of this webinar will be available through the CPD Webinar Library, but for the best experience and the opportunity to ask your questions, join us live. Everyone who registers will be advised via email as soon as the recording is available. Members have unlimited access to the recording, and non-members will have access for 6 months.

Wednesday, 05 June 2024
1:00 pm to 2:00 pm (AEST)
$0 - $30
1 CPD Points