Social Media and Digital Communication Policy

Last updated: 18th of April, 2026

Purpose

This document establishes boundaries and expectations for electronic communication and social media interactions between Narrative Health practitioners and clients. It is consistent with the Psychology Board of Australia's Code of Conduct (2025), the APS Code of Ethics, and the AHPRA Social Media Policy.

Social Media

  • Narrative Health may maintain professional social media accounts for the purpose of providing general health information and promoting services.

  • Your psychologist will not accept friend or connection requests from current or former clients on personal social media platforms (Facebook, Instagram, LinkedIn, etc.). This boundary exists to protect your confidentiality and the integrity of the therapeutic relationship.

  • Clients are asked not to send messages to the practice via social media platforms, as these are not secure or monitored for clinical communication.

  • If you discover your psychologist's personal social media accounts, please do not follow, interact with, or share content. Discuss any concerns directly with your psychologist.

Online Reviews

  • Your psychologist cannot respond to online reviews in a way that confirms or denies the therapeutic relationship, as this would breach confidentiality.

  • If you have a concern about your service, please discuss this directly with your psychologist or use the complaint procedure described in your Informed Consent.

Email Communication

  • Email (via Gmail / Google Workspace) may be used for administrative purposes such as appointment scheduling, sending/receiving referrals, invoicing, and general enquiries.

  • Email may be used for sending and receiving clinical information (such as referral letters, reports, or clinical correspondence); however, hard copies are preferred where practicable. Email should NOT be used for crisis communication.

  • Email is not a secure medium. While Narrative Health uses Google Workspace with encryption in transit, emails may be intercepted or misdirected. Clients should be aware of this when choosing to communicate via email.

  • Your psychologist will endeavour to respond to emails as soon as possible. Emails are not monitored outside business hours.

SMS / Text Messaging

  • SMS may be used for appointment reminders and brief administrative messages only.

  • SMS should NOT be used for clinical communication or crisis communication.

  • Text messages form part of the clinical record where they contain clinically relevant information.

Telehealth Platform Communication

  • All telehealth communication occurs via Google Meet as described in the Telehealth Consent Form.

  • Chat functions within Google Meet during sessions should be used only for sharing links or brief information relevant to the session. Chat content is not retained after the session ends.

Boundaries

  • Your psychologist will not engage in personal, social, or business relationships with current clients through any electronic medium.

  • If an inadvertent online contact occurs (e.g., mutual online group), your psychologist may need to withdraw from the shared space to protect the therapeutic boundary. This will be discussed with you.

Data Security

  • All electronic communications are subject to the Narrative Health Privacy Policy for the Handling of Personal Information.

  • Clients are responsible for the security of their own devices and email accounts.

  • Narrative Health uses Google Workspace for Business with encryption in transit and at rest. Google's data handling is subject to Google's Data Processing Amendment and privacy policy.

Changes to This Policy

This policy may be updated from time to time to reflect changes in legislation or our practice.

The current version will always be available on our website and at our practice.