Accessible Options for Online Therapy

Online counseling can be an effective way of receiving mental health services for people with disabilities. Telehealth is becoming more available due to the convenience and effectiveness of the modality. However, accessibility is an important part of providing inclusive and accessible telehealth services. Whether you are an individual seeking online therapy or a therapist wanting to provide services to those with disabilities, the information here will help you get started. 

As someone who specializes in working with people with disabilities, and is visually impaired myself, I have had to do quite a bit of research and testing of products. I found that there are very few fully accessible telehealth tools and practice management software products. It is apparent that disability access was not considered with many of the telehealth systems, electronic medical records products, payment processors, scheduling tools, and other platforms. Some have created minimal access, and workarounds which get overlooked with each update, and others have ignored it completely. If you take the time to research products you are currently using, you may find, as I did, that when you inquire about accessibility, many companies will say that they don’t know or that their products are not accessible at this time.  

There are a few companies that have made disability access a priority, and those are the ones identified here. This is not meant to be a comprehensive list of accessible tools. 

Intake Process

The first step once a client and therapist have connected and have decided to work together is the intake process, including scheduling and consent forms. There are numerous ways of doing this in an accessible way. The basic options for scheduling would be a phone call or email, but as many people do online scheduling, here are a few options that will work. 

Square Appointments

Square is known for their card processing system, but they also have an appointment app which makes it very easy to set up appointments. The web and IOS versions are currently screenreader accessible. 

Google Calendar

Google Calendar is an option that is screenreader accessible and is easy for a client to schedule with independently. The apps within Google’s G-suite will be mentioned several times because of their ease of use and attempts for universal accessibility. To get started with G-suite, click here.

Google Forms

Intake forms can be done using Google Forms. The forms app and website are accessible. The client can complete their info and sign electronically by typing in their name. 

Paperwork can also be sent to clients by email in pdf or Word formats, but there are very specific ways of making those file types screenreader accessible, which adds a layer of complexity. In addition, the client may not have the equipment necessary to print, sign, and scan to get it back to you. 

Telehealth Sessions

Sessions can be done via phone, video, or messaging, depending on the circumstances. Which methods work will depend on the therapist’s skills and preferences, the state regulations, the regulations of third-party payers, and the client’s abilities. For example, many people who are blind or visually impaired may prefer to do a phone session, but if state regulations require video, or they are using insurance, which designates a modality, then those requirements will overrule client preference. 

Google Meet 

Meet is an app that can be utilized for video sessions, which is both screenreader accessible and has captions for people who are deaf/hard of hearing. The IOS app tends to be more user friendly and allows individuals who are visually impaired to access all the necessary settings. 

The ability to turn on captions is extremely beneficial for deaf individuals. It allows them to follow along easily without the need for an ASL interpreter. They are able to respond by typing their responses in a chat if preferred/necessary. Therapists will need to use Google Meet as part of a paid G-suite plan to be in compliance with HIPAA regulations. To get started, click here.

Zoom

Zoom is an alternative with more limited accessibility features. It does not have a built-in option for captions but allows for third-party app integration or a person to manually type in the captions. 

Payment Processing

You will want an easy to use and accessible option for processing payments. It would be frustrating for both parties if an individual had to wait for someone else to assist them in processing their payment for each session or had to verbally give their card info as a workaround.  

Square

Square has an accessible payment processing system that allows people to pay an invoice online, swipe a card in person, or save their card information on file. They are also one of the few companies which have made their system screenreader accessible for visually impaired business owners. 

Note: We are not going to cover HIPAA compliance here, but all of the recommended apps can be used in HIPAA compliant ways. There are guides provided by these companies that will walk you through it. 

The apps mentioned here were chosen for their commitment to accessibility. There are several other apps and systems which have some accessibility features and could work depending on the circumstances. For therapists conducting telehealth sessions, this is also an opportunity for you to advocate for universal accessibility on behalf of your clients. 

(This post does contain affiliate links.)

By Sarah Clark, LMFT, LMHC, CVRT