The AI Matching feature is designed to streamline the process of connecting clients with a suitable therapist or coach. By analysing a client's needs and preferences, matching provides tailored recommendations; making it easier for clients to find practitioners who can best support their goals. Below, we address common questions you may have about how this feature impacts your practice.

How will Matching affect my referrals?

The Matching feature is designed to make it easier for clients to find practitioners who meet their needs. We expect making it easier for clients to get started through matching may boost referrals.

Can clients request a different practitioner to the one they're matched with?

Matches that are generated are not exclusive. This means that while we provide clients with the top three recommendations based on the clients' need, they can still select any practitioner they prefer in their region. 

We encourage clients to read the profiles of the practitioners they are matched with and decide if they are a good fit for the practitioner. Equally, we'd encourage you to signpost the client to more appropriate support if you feel you're not best placed to support the client's need. 

Handling clients with complex needs

Matching focuses on recommendations based on a client's main need and the focus areas practitioners list. We are looking to improve this feature to better handle complex needs in the future.

Client privacy and data security

Clients' privacy and data security are paramount. Here’s how we protect their information:

  • Confidentiality: Any information clients provide to us is confidential. It is not shared with anyone. This includes their employer, practitioners, or anyone at Unmind.
  • Data handling: This data will be stored and encrypted using industry-standard methods to ensure the information is secure.
  • Aggregated reporting: To help companies understand how Talk is benefiting their employees, we share aggregated, anonymised information. We have strict procedures to protect client privacy.

Responses will not be monitored or shared with anyone including the client's company or Unmind.

How does Unmind plan to monitor Matching? 

We will be monitoring the matching algorithm closely and making improvements based on feedback and data insights. The algorithm does not yet consider practitioner availability, but we recognise this as a potential enhancement in the future.

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