For some of you, the coronavirus crisis has meant a loss of clients, particularly to those therapists who do manual therapies.
Many of you, however, are able to continue your therapeutic practice online. And a popular platform for this is Zoom. We at the Therapists Network are using it now for our popular Therapists Unite and Support Meetings.
So here are some FAQ I get regarding using Zoom – hope it helps 🙂
Why Use Zoom?
- Zoom is relatively easy (compared to others), Secure and private. As a method of delivering online therapy, it is a robust and great solution.
- Zoom offers a video communications system for free unlimited 1-to-1 meetings.
- It is available to use on a wide range of internet communication and hardware systems.
- Support is offered via; video tutorials, IM chat and a demo (if requested).
- The system has file sharing, screen share and annotation capabilities.
- After initial set up and entering the meeting room, the system is very straightforward to follow.
- The quality of sound and video is usually excellent.
While not many, there are a couple of disadvantages:
- There is so much information regarding group meeting set-ups it can feel a bit overwhelming initially. However, after entering the meeting things become much more straightforward.
- If you were hoping to use this for group meetings (or supervision) the Free version only offers 40 minutes of time in one go – although you can restart another session immediately after.
Is Zoom Safe and GDPR Compliant?
Zoom is OK to use as a tool within your practice. The data transmitted during meetings, webinars, chat sessions are encrypted and secure. Zoom is compliant with the EU-US Privacy Shield agreement. They also have a GDPR compliance statement on their website – Zoom GDPR Statement.
If you record sessions on Zoom then your client needs to be aware of this and they should give written consent to you recording; your contract would be the best place to cover this along with privacy information.
You will need to explain why you need to record sessions, where you store them and how long you hold the recording for. Be explicit, clear and gain consent from your client.
Official Statement: EU GDPR Compliance
https://support.zoom.us/hc/en-us/articles/360000126326-Official-Statement-EU-GDPR-Compliance
Can you check your microphone and camera before using Zoom?
Yes, to use Zoom…
- You will need:
A microphone, such as the built-in microphone, a USB microphone or an inline microphone on headphones. - Speaker or headphones.
See here for a step-by-step guide:
https://support.zoom.us/hc/en-us/articles/201362283-Testing-computer-or-device-audio
I have been told by the software to add an ‘extension’ to chrome or firefox browser, should I do this?
In this instance, Yes. These are small pieces of software that help Zoom and the internet communicate better and thus make things smoother and faster than they otherwise would.
What is the waiting room?
The Waiting Room feature allows the host to control when a participant joins the meeting. As the meeting host, you can admit attendees one by one or hold all attendees in the waiting room and admit them all at once. You can send all participants to the waiting room when joining your meeting or only guests, participants who are not on your Zoom account or are not signed in. This is only relevant of you are having a meeting with multiple users.
Participants will see a screen when joining a meeting with Waiting Room enabled, find out more here:
https://support.zoom.us/hc/en-us/articles/115000332726-Waiting-Room
Can I password protect meetings?
Passwords can be set by the meeting host when setting up/scheduling a meeting for an added layer of security.
Should I have one room that any client can join? It would make things easier for me.
No, I don’t advise this. Have a different meeting link and ID number for each client.
Once they have a link, and you are online, they could potentially log in while you are seeing someone else. If each client has their own link, this cannot happen.
Eek! I a technophobe and I’m stuck. Can someone help me?
Yes. I am offering tech support for a donation-only during the Covid-19 crisis. email claire@spinmyplates.com
Hope this helps? Comment below any questions? How are you coping in this weird and scary climate?
Kind regards
Claire xxxx
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can I send link for session via text
Hi Deborah, Good question.
Yes, you can. Each meeting will have a meeting I.D assigned to it so there are two ways. Either they can click the link (if they don’t already have Zoom it will guide them through getting it when they click) or they can open Zoom if they have it already, and select ‘join meeting’ and put in the meeting ID.
You can also password protect meetings so no one else can use the link to enter. I would advise you send them that separately if you use it.
Hope that helps?
Claire xx
Is there a way to do interactive activities with clients? Like typing or drawing on worksheets?
Hello Janiata. I don’t see why not. You can share resources with your clients using Zoom, and can type information. There is a ‘chat’ button at the bottom of the screen (on my computer its at the bottom, it may appear in a different place on your phone for instance) where you can type comments etc, and share links to online resources. There is also a ‘draw’ facility there too. Claire may add further comments – she is our Zoom aficionado! Best wishes Linda
Yes thats right – you can select ‘share screen’ and choose whiteboard for instance. They can also share screen too (by default) in a meeting if you need them to do somethings too. As for a whiteboard or text that you can both use together, I am not sure. But Zoom have a brilliant range of short tutorials here:
https://support.zoom.us/hc/en-us/articles/206618765-Zoom-Video-Tutorials
Hope that helps?
Kind regards
Claire xx
I am finding it difficult to make heart-centered connections with clients using an online platform. I am not an Licensed MFT, but conduct psycho-social interviews for adoptions. Do you have any resources for us to learn how to authentically engage with clients on zoom?
Hello Gail. We don’t have resources for that,however, I understand how you feel. I am going through the same issue with my clients. It’s easier with clients I have been seeing face-to-face as I already ‘know’ them, but I am beginning to find that I can connect with clients I haven’t met physically. I’m finding that one has to sit and observe body language carefully especially as you can’t see the whole person. Also, another thing is to discuss this with your client – ask them how they are feeling working online and just open up that dialogue. If you both share your concerns, minuses and pluses, then you can connect more that way. How many times do you see one client? Is this just one interview you are conducting with each person? Best wishes, Linda Bishopp.
I’ve been hearing about a version of Zoom that is HIPAA-compliant. Do you know about this? How is it different from just downloading Zoom?
Hi, Zoom does indeed have this.
I am not sure exactly how it differs but they have created a PDF guide to HIPPA compliance you can download here: https://zoom.us/docs/doc/Zoom-hipaa.pdf
I believe there are mandatory settings that differ from the standard Free and paid versions and, to get a version of Zoom that is HIPPA compliant, you need to contact their sales team directly as they do not advertise their prices for this version.
https://zoom.us/healthcare
Kind regards
Claire x
Hi Claire, May I have your opinion on creating a “studio” feel for my client meetings? I would like to use video of both myself and of my client where we are both sitting in a chair and can see the whole body. I note your comments above about body language and agree. Do you find this pushes the camera too far back? Do you think you will be able to read the client well enough? I would have to use a clip on mic but that is OK. Any ideas are welcome regarding furnishings, lighting, technology and materials that work best when sharing with clients. Carol
Hi Dr Lane,
If this is something that is agreeable to your clients and relevant to the work then I think this is fine. Test and check before a session so the technology is working and have a back-up plan for ‘tech failure’ between you both. Keep an open mind and remain flexible with your clients.
For some, being on a video instead of in-person makes them psychologically feel ‘watched’. So in-turn this may cause anxiety or misleading kinesthetic clues and should be taken into account.
If your client is using a laptop instead of a computer they may find they cannot achieve this as the keyboard would become too far away to use (if needed) during the call.
A clip-on mic is great and a very good idea for such calls. Of course, your clients may not have one to use so sound checking first would be a good idea. Perhaps ten minutes before the session? I have a set-up for my family in my living room that shows the whole sofa and the sound was my only issue in calls.
As for lighting, generally the more the merrier in front of you and make sure you are not sitting with a window behind you. If you have or are planning, studio lighting then the best position for a single-light is in front of you but off to the side (at about a 45-degree angle) and about a foot above the top of your head, pointing towards you. Hope that helps?
Kind regards,
Claire
thank you very much!
How do you handle the eye positioning? If you’re looking at your client on screen it looks like you’re looking down from their perspective. If you’re looking at the camera directly you’re missing all the cues. Are you using any software, hardware or any tricks to avoid this?
Hi Boris,
Good question.
When I am in Zoom I adjust the settings to speaker view.
Then I take the thumbnail (the smaller squares with the people in) and drag it to the top centre of my screen (as close to my camera as possible).
That way, much like an autocue, I am not looking directly at the camera, but it appears that I am 🙂
Hope that helps?
Claire xx
Is it ok for Counsellors to record sessions in a school for safeguarding purposes? Is this normal practice during lockdown in schools?
Hi Angela.
That’s a question I’m not sure of the right answer to. Would you usually record a face to face session for safeguarding? Say with a camera in the room with you both? If the answer is no then I would suggest the same applies to Zoom.
However if the parents and the school deem it necessary then with the appropriate legal guidance then maybe you could.
I would tread carefully here and, if it’s something you really feel you need, check with a solicitor or get legal advice first so it can be adequately added to your contracts and insurance.
Kind regards,
Claire x
Should therapists pay for Zoom or is the free version just as secure?
The free version is just as secure. You get extra features when you pay – thats the only difference xx
Thank you Claire, I appreciate your expertise! 🙂
You’re welcome. Happy to help x
I have two siblings that don’t talk to each other. One would like to open a line of communication but lack the tactfulness when she tries. The other does not want to because of the lack of tactfulness, of the other. It’s complicated. Have you used zoom to mediate between non communicating siblings?
Hi Todd, I personally have not had any experience with this I’m afraid. Sorry. However, it could be useful for the siblings to talk with a trained therapist or counsellor to help them understand communication methods. Apologies for not being able to help any more than that. Are you a therapist at all?
Kind regards, Claire x
Thanks very much for all the advice here Claire.
I am just making the transition from Facetime and Skype to Zoom and am about to set up an account.
This is probably a very basic question but how many licenses do I need – it’s just me doing the sessions but my secretary will need access to set up meetings and manage the diary etc. Do I just need a license for me and her, or do I need it for each client too – it gives the option on the business package for up to 999 licenses!
Thanks so much for sharing your expertise on this area!
With best wishes
Anna
Hi Anna, you only need one for you and your secretary I believe. Your clients will need their own Zoom account but if you and they are alone in the chat room then they will be able to utilise the free version of Zoom without a time limit.
Hope that helps?
Claire xx
I was just telling my friend about that.