Safe, structured online mental health support.
Online consultation can reduce distance, travel and access barriers, but it must be done with clear consent, privacy, documentation and emergency boundaries.
The consultation flow
Appointment request
User shares basic details, reason for consultation, preferred language, contact number and whether they need therapy, counselling or psychiatric review.
Identity & location check
Before the session, identity and current location are confirmed so the professional can guide safely if emergency escalation is required.
Consent & privacy
The user is informed about the consultation mode, confidentiality, documentation, limits of online care and whether any recording is involved.
Professional consultation
The provider conducts the session, decides whether online care is appropriate, and may recommend follow-up, assessment, in-person care or urgent support.
Records & follow-up
Consultation notes, prescriptions if applicable, and follow-up plans are documented according to professional standards and privacy requirements.
Emergency boundary
If there is immediate danger, severe risk, violence, medical emergency or need for physical examination, the user should be directed to local emergency or in-person care.
Online care is not right for every situation.
A mental health professional may stop, redirect or convert an online consultation to in-person care if online evaluation is not safe or sufficient.
In-person or emergency care may be needed when
- There is immediate self-harm or suicide risk.
- There is risk of violence or severe agitation.
- The person is confused, severely intoxicated or unable to participate safely.
- A physical examination or hospital-level care may be required.
- Medication decisions require stricter evaluation.