By Australian Psychological Society
As technology evolves and work practices become more flexible, many psychologists are adapting their service delivery to meet the needs of clients in new ways. While these changes bring many benefits, they can also create challenges particularly in relation to maintaining professional boundaries. With the introduction of the new PsyBA Code of Conduct, now is an ideal time to review and strengthen our approaches to boundary management.
Communication boundaries
Digital communication methods such as email and text messaging are increasingly convenient for both psychologists and clients. However, using these channels requires thoughtful consideration of boundaries:
-
Be clear about your availability. Just as with traditional office hours, it is important to set expectations about when you will read and respond to messages. Psychologists are not expected to be available at all times.
-
Clarify the types of communication permitted outside sessions. Discuss with clients:
-
When and how they can contact you
-
Which formats are appropriate (e.g., email, voicemail, text)
-
What content is suitable for out of session communication
-
When messages will typically be reviewed
-
Maintain professional focus. Any out of session communication should have a clear purpose related to the provision of a psychological service. Communications should reflect the client’s needs and support safe, effective care. All emails and text messages should be included in the clinical record.
-
Use out of office notifications. Ensure that periods of unavailability are clearly communicated.
-
Consider client boundaries too. Some clients may not wish to receive messages outside standard hours. If you complete administrative tasks during evenings or weekends, let clients know and ensure they are comfortable receiving communication at those times. Consider using delayed send technology so that communication is sent off during office hours.
General service boundaries
Clients may expect flexibility in how services are delivered. It is important to be clear and consistent about what is clinically appropriate:
-
Switching formats. Clients may request to move from face to face to telehealth at short notice. Before agreeing, determine whether telehealth is suitable for the service being provided and ensure you are confident using the relevant technology (e.g., telehealth platform). At the outset, specify which formats are available for the services you deliver such as face to face, telehealth, or telephone sessions and under what circumstances.
-
Service setting. When working in less formal settings, such as a client’s home, additional attention to boundaries is required. Requests from clients such as asking for a lift can blur professional roles and compromise service delivery. Such actions may also have implications for professional indemnity insurance.
Safeguard against complaints
-
Where difficult ethical decisions are made, such as to decline or oblige a car ride somewhere, documenting this discussion and the decision-making process provides a record of your defensible decision making. If you notice difficulty making these decisions or are concerned about your boundaries management, seek supervision or support from experienced practitioners.
Further guidance
All psychologists are encouraged to familiarise themselves with the new Psychology Board of Australia Code of Conduct, with boundary considerations outlined in Section 4.8.
For additional support in managing professional boundaries, please refer to the APS Professional Practice Guidelines, which have been updated to align with the new Code of Conduct.
Contact the APS Professional Advisory Service for support in understanding ethical and professional obligations.