Practice management
Script: Responding to a Client's Out-of-Session Contact
A practitioner needs to redirect a client's attempts at contact through inappropriate channels (e.g.
It’s a common and often delicate moment: a client messages a practitioner’s personal line or social media, seeking connection outside of established channels. The situation requires a response that is both caring and firm, redirecting the contact without creating a rupture in the therapeutic alliance.
This script offers clear, warm language for that exact scenario. It helps refocus communication to appropriate avenues while reinforcing the reliability of the professional structure. The client is left with a clear understanding of how and when they can connect, which ultimately strengthens their sense of security within the work.
Script: Responding to a Client's Out-of-Session Contact
I have received your message. This [phone number/email address] is not used for client communication. To ensure your message is received securely, please send all communication through the [Patient Portal/Office Voicemail at XXX-XXX-XXXX]. I check for new messages there during my business hours, [e.g., Monday-Friday, 9am-5pm].
If you are experiencing an emergency, please call 911 or go to the nearest emergency room.
I received your message and see that you are dealing with something important. Our sessions are the dedicated time to address these matters. Please make a note of this so we can discuss it fully at our next appointment on [Date].
As a reminder, I do not use [text/email] for clinical matters. If you feel you are in crisis and cannot wait until our session, please call 911 or the crisis line at [Number].
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