If a new client has not completed the initial self-assessment questionnaire in their Dashboard, or if you need further information or clarification from a client, you can contact them using the contact details listed on the client's page in your Dashboard.

We would recommend that you reach out by SMS and email (if the client has provided both of these details), as emails can be very easily missed or be diverted to the junk folder. Be clear and polite in your communication, explaining why the information is needed and how it may impact their session if the assessment is not completed when requested. 

There is an article here with instructions showing where to find the self-assessment questionnaire that you can share with clients. 

Clients are asked to provide their home address and GP details (if they have provided consent for their GP to be contacted) as part of the self-assessment questionnaire. The client will need to complete the questionnaire in their Dashboard for the Therapist to be able to view this information.

The self-assessments are not mandatory, as therapists on the Platform require different information, and sometimes this also varies depending on the client. If you always require the self-assessment to be fully completed, we would recommend you note this prominently in your profile Bio so clients are aware prior to booking. 

If a client is having any difficulties accessing their account to complete their self-assessment questionnaire, please let the team know so we can resolve the issue. Often, we will just need to confirm the client's email and mobile number so we can update their details for them. 

If a client hasn't provided the information requested that is necessary for an Initial Session to safely take place, please inform the client that their session can only go ahead if you receive the information requested. Clearly communicate a deadline for providing the missing information and inform the client that the session will be cancelled if the information is not received by the deadline. 

You can also advise the Harley Therapy team via the live chat or by emailing [email protected]. If you have not heard back from the client, we can reach out to them to see if we are able to receive a response. We would also be able to cancel the booking for you if the Session cannot go ahead. Please follow up with the client if they do not respond within a reasonable timeframe to ensure they received your initial communication. 

If a session has been booked on behalf of an attendee, you can reach out to either the organiser or the attendee by clicking on the relevant name in your Clients list. Please note that the organiser will not be able to complete the self-assessment, as only the attendee has access to this. If no contact details have been added for the attendee, the organiser will need to share these with the team so the account can be updated.

Clients may not complete their self-assessment forms or profile details for various reasons, including:

We have an article here with more information on what to do if you are not the best fit for a client's needs, or if they would be better helped by a therapist with different experience or training.