Client Retention Guide

Focus on these behaviours from the very first session to establish a strong working alliance:

• Warmth combined with structure.
• Non-judgmental stance.
• Clear direction and purposeful sessions.

• A clear focus.
• At least one actionable takeaway.
• A sense of progress.

• Summary of insights gained.
• A practical strategy or skill to apply.
• A preview of the next session.

Tracking progress gives clients concrete evidence that therapy is working, which is one of the strongest motivators for continued attendance:

• Use brief measures (e.g. mood scales, goal tracking).
• Review progress regularly — particularly at sessions 3, 6, and 9.

Resist the temptation to spend the first few sessions purely on assessment. Clients who experience meaningful work early are more likely to stay:

• Introduce core strategies early — sessions 2–4.
• Avoid overly long assessment phases.
• Balance thorough understanding with early action.

• Remind them 1–2 sessions before the end of a set that they will need a GP appointment for a referral extension.
• Encourage them to book their GP appointment in advance.

• Emphasise that therapy continues smoothly once the referral extension is completed.

• Clients will receive automated SMS and email reminders once the letter is sent — no action needed from you.

• After Session 1 — low initial engagement.
• Sessions 4–5 — midway plateau.
• Between referral sets — friction from the GP step.

• Checking motivation regularly.
• Asking directly: "Is this still feeling helpful?" or "What would make this more useful?"
• Actively managing the GP transition — if a client does not respond to admin reminders to get their referral update, consider reaching out via SMS, email, or phone call.

The way you frame the 10-session structure shapes how clients feel about it. Reframe it as a focused, effective approach rather than a ceiling:

• Emphasise efficiency and focus rather than the cap.
• Reinforce that meaningful change can occur in brief therapy.
• Explain that care is ongoing across years — not limited to a single block.

Begin planning around Session 7. Review:

• Progress made so far.
• Remaining challenges.
• Relapse prevention strategies.

• Continued sessions in the new calendar year — Remote Therapy admin will reach out to the client in the new year.
• Break in therapy — help the client form a plan to return if needed.

As sessions approach the end of a block or calendar year, open a conversation about what ongoing care could look like for the client. Options to discuss include:

• Ongoing sessions under future referrals in the new calendar year.
• Self-funded sessions if appropriate.
• Booster sessions as a planned check-in.

Clients who feel like active participants in their therapy — rather than passive recipients — are much more likely to stay engaged. Build this throughout:

• Use collaborative language throughout.
• Encourage between-session practice.
• Reinforce effort, not just outcomes.