Why TherapyLock does not send text reminders

At a Glance

TherapyLock does not send text message reminders to your clients, and that is a deliberate choice. A text would mean passing each client's phone number and appointment details to a texting company, and we decided that was too much risk for this kind of information. You can still remind clients yourself.

Why people ask for it

Automated reminders are a sensible thing to want. A missed appointment costs you time and income, and a quick text is the easiest way to prevent one.

We looked at what it would take to offer them, and decided against it.

What a text reminder involves

To send a text, a texting company would need to be given:

• The client's phone number
• The appointment details — the date and the time
• Your name, so the message makes sense to the person receiving it

Put together, those details can show that a particular person is receiving mental health support. For many clients, that is exactly the thing they most want to keep private.

Why we decided against it

Every outside service that handles client details is another place those details can travel. A texting company would receive each client's number alongside their appointment times and your name.

We judged the risk to your clients to be greater than the convenience to you.

What happens to a text once it is sent

Even a short, carefully worded text leaves your control the moment it is sent.

• Texts are not encrypted on the way — a standard text message crosses phone networks as plain text, and the networks keep records of it
• Phones back texts up — iPhones copy them to iCloud and Android phones to Google or the maker's own cloud, so a copy sits in your client's personal account
• The screen shows it — a text can appear as a banner on a locked phone, a watch or a shared tablet, and anyone nearby can read it
• It cannot be called back — once delivered, a text cannot be edited or removed from the other phone, the network records or a backup, so a message sent in error or to an old number stays sent

What you can do instead

The simplest habit is to confirm the next appointment with your client at the end of each session. You can still remind your clients yourself, in whichever way you and they already use. Your calendar lists each day's appointments, so you can see who is coming and when.

If you send reminders yourself, you choose what each message says. It is worth keeping them short and leaving out anything that says what the appointment is for, in case the phone is seen by someone else.

Related Articles

• Booking and viewing sessions — Your appointment calendar
• What the client record holds — The client record
• Outside calendars — Calendar sync, text reminders, and client intake packs: what you need to know

Still Need Help?

If you have any other questions about TherapyLock, our support team is here to help.

Email us at support@counsellingtutor.com and we will be happy to assist.