If you are beginning counselling online or using it for the first time due to Covid-19 restrictions, here is some useful information. Any questions, please do get in touch. Scroll down the page for a step-by-step guide to using my online platform. 

Session information


Here are a few points to consider before your sessions:

  • Create a safe, private and confidential space for sessions - Its important to have some space and time set aside to engage with this process fully.

  • Engage with all of the tools we have - you can email me any notes, articles or journal pages which may be helpful for our session. Also, email me any requests for resources - diary, worksheets etc

  • If we have been working together face to face, please remember I may not be able to notice body cues such as hands.Try to name your emotions more explicitly.

  • Remember to give me feedback on how you are feeling about online working.

  • Online therapy, just like traditional sessions, is imperfect. It has glitches, frozen screens and echoing on occasion. I understand this can be frustrating at times for both of us. If you are experiencing difficulties in a session, do let me know. We can use the telephone if necessary. However, I place the most emphasis on the integrity of the therapeutic relationship—it is not diluted in any way because we are connecting through a screen. In fact, clients often tell me that their online experience has been just as satisfying as their previous in-person therapy.

  • Payment must be made prior to your session. I will email details to you prior to your first session. 

  • Online counselling is not suitable if you are experiencing an enduring mental health illness or are experiencing acute distress. If you feel you are in crisis or are in danger of harming yourself then is it imperative that you contact the emergency services for help or go to your nearest A&E department.

  • Make sure you read my contract and policies and sign my consent form. These policies are available to view by clicking the button below. You can register and sign the consent form by clicking on the links in your booking confirmation email.

Safety and security


All sessions are encrypted end-to-end utilising Datagram Transport Layer Security/Secure Real-time Transport Protocol (DTLS/SRTP), which is used to transfer video, audio and text chat between us. FaceTime has a similar protocol.

Peer-to-Peer (P2P)

Im using a Peer-to-Peer (P2P) service, which means that the conversation is not being accessed by anyone other than the participants on the session. No information is stored anywhere on my services.


For General Data Protection Regulation (GDPR) compliance, I have ensured that: 

  • Personal Health Information (PHI) or Personal Identifiable Information (PII) will not be transmitted anywhere for our sessions.

  • The P2P connection is as secure as possible;

  • Any logs that are created will not contain any PHI or PII. 

  • The service we are using has implemented the ISO 27001, Privacy Shield, Cloud Security Alliance, and SOC 2 security best practices to ensure that their systems are secure.

  • General note and disclaimer– although security measures are put in place and regularly reviewed, programs exist which can snoop on internet traffic. This means that emails and live sessions can be intercepted, although this is unlikely. Encrypted communications are not easily read and offers a high level of security. I take this seriously and have employed measures to ensure security as much as I possibly can. I cannot be held responsible in the event of a breech in security.

Online session guide

To access your online guide to getting started, please click here

Lisa Waterhouse

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