DRAFT — Referral source etiquette (Associate Handbook)
Goal
Handle referral sources professionally while protecting client confidentiality.
Rules
- Do not share client information without consent.
- If a referral source asks for updates, route to admin or confirm appropriate consent first.
Where to direct new referrals (approved routes)
Associates may direct new referrals to:
- Email:
info@headandheartcounselling.com - Text:
604-787-4008 - JaneApp: online booking (consult/first session) as per clinic workflow
Associate-sourced clients (bringing a client into the clinic)
Associates may also bring a client into the practice by:
- booking the client for a session in JaneApp, and
- creating the client profile in JaneApp as part of booking (per clinic JaneApp rules).
How to communicate with referral partners
- Please thank referral partners for referrals.
- Please accept referral information and add it to the notes in the client profile (JaneApp).
- A Release of Information (ROI) is not required to receive referral information. An ROI is required if you are providing information about a client you have already seen.
- Once therapy at Head & Heart has begun, we do not provide updates to referral partners unless the client requests it (and appropriate consent is in place).
If someone asks “are you taking new clients?”
Suggested response:
“Yes, I’m currently taking new clients. The best next step is to book a consult or first session through Head & Heart, or contact admin for matching support. You can email: info@headandheartcounselling.com”