Client signposting policy

Signposting may apply to both therapists and coaches

This policy applies to all practitioners on Unmind platform. Signposting may occur when a practitioner determines that a client’s needs exceed their expertise, require specialised intervention, or could benefit from additional or alternative support services.

For example, this may be the case if a client begins coaching and the coach believes they need therapy, or if a therapist is offering one type of therapy (e.g. CBT) but the client would benefit more from another (e.g. EMDR).

Practitioners should use best practices to signpost clients

The decision to signpost a client to another practitioner or service must prioritise the client’s wellbeing and consider their specific mental health needs, goals, and preferences.

Practitioners should discuss their recommendations with the client, ensuring the discussion remains transparent and respectful. This ensures practitioners maintain trust and clarity in their communication with clients, and that clients feel supported and understand where to find the right support.

Practitioners are expected to signpost clients only to qualified professionals or reputable services that align with ethical mental health standards. Practitioners may reach out to Unmind for guidance in signposting a client to appropriate services, or consult Unmind’s List of Crisis Providers where relevant, but are encouraged where required, to discuss the decision with their supervisor.

All signposting actions must comply with Unmind’s confidentiality and data protection policies.

Practitioners can signpost clients within Unmind

Practitioners may consider signposting a client to another practitioner on Unmind in the following circumstances:

• The client’s needs require specialised knowledge or services beyond the practitioner’s scope or expertise (e.g., specialised trauma support, substance abuse treatment).
• The client has engaged in coaching, but the coach believes therapy would be more appropriate.
• Ethical guidelines suggest a transfer, such as when dual relationships or conflicts of interest could impact care quality.
• The practitioner is unavailable to continue providing services due to scheduling limitations or other professional commitments.
• The practitioner and client relationship is not a good match and therefore not conducive to a successful outcome.

Practitioners cannot currently see a list of other practitioners on Unmind, so we recommend they contact support@unmind.com to discuss practitioner profiles or specific recommendations if helpful. Practitioners should always obtain the client’s consent before reaching out to Unmind.

Practitioners can also suggest areas of speciality or approaches the client can use to search for a new practitioner themself via the Unmind platform.

Unmind does not share any information directly between practitioners – clients or practitioners should do this directly themselves. Practitioners must gain client before sharing information.

Some clients may not be suitable for Unmind Talk

If a practitioner feels that Unmind Talk is unsuitable for a client, or they come to the end of therapy/coaching and need additional support elsewhere, they can signpost or refer the client to alternative services.

The practitioner can reach out to Unmind to understand if the service the client requires are offered via Unmind. Services not offered on Unmind include:

• Client has clinical issues that require a multidisciplinary team or psychiatric assessment.
• Client requires specialist interventions or support (such as drugs/alcohol/eating disorder).
• Client would benefit from support such as group therapy, couples therapy, family therapy community resources, or physical health services.
• Client requires medication support.
• Client presents with a high level of risk to themselves, to others or from others.
• Client has only wants to attend sessions in-person.

Coaches may need to signpost users to therapy

Unmind aims to educate clients on the difference between therapy and coaching before booking in sessions. However, there may be situations where a client attends coaching and the coach has doubts about whether coaching is the right approach for the client.

Coaches may make this decision based on a client’s Session Preparation responses, or through discussion with the client via email or in sessions.

In general, Unmind recommends therapy for individuals dealing with emotional and psychological challenges such as:

• Mental health concerns, such as anxiety, depression, trauma or other clinical disorders.
• Individuals who would like to delve into past experiences and understand relational patterns to see how they are impacting them in the here and now.
• Individuals seeking deeper self-awareness and personal development to navigate internal conflicts and gain insights into their emotions and behaviours.