The client intake process is your first opportunity to build trust and set the foundation for a successful therapeutic relationship. A smooth, client-centered intake experience not only creates a welcoming environment but also gives you the information you need to provide quality care right from the start. Done well, it minimizes stress for both you and your client, and it sets the tone for a collaborative, productive relationship. Let’s jump right into how to make this happen!
1. Streamline Your Intake Forms
We all know how frustrating it can be when clients show up with incomplete paperwork or have to scramble to find their insurance information. Simplifying and automating your intake forms can save everyone time. Use online forms that are easy to fill out and accessible from a computer or mobile device. These can be integrated into your EHR (electronic health record) system, allowing you to capture all the necessary client information ahead of time.
For example, before the first session, you can send a link to a secure, HIPAA-compliant online form that covers all essential details—demographic info, insurance, previous treatment history, and any other relevant background. This allows clients to complete everything at their own pace, and gives you the information you need before they even step through the door (or log into the telehealth session).
It could look a little something like this: “Hi [Client’s Name], I’m looking forward to working with you. To save time in our first session, please complete this intake form at your earliest convenience: [Link]. If you have any questions, feel free to reach out.”
As a bonus, if you have a virtual receptionist service, they can ensure every new client is informed about the necessary paperwork when scheduling their session and send it on your behalf. If the paperwork hasn’t been completed in time, the virtual receptionist can follow up with the client to remind them, taking the task off your plate while ensuring everything stays on track.
2. Set Expectations from the Start
The intake process is also your chance to set clear expectations for therapy. During your first contact or in the confirmation email, explain how sessions typically run, how often you’ll meet, and what clients can expect in terms of treatment goals. This is a good time to introduce the idea of recurring appointments, rather than scheduling session by session. It helps clients understand that therapy is a consistent, ongoing process rather than a one-off solution.
Feel free to tailor this script to you: “We typically meet weekly at the same time to ensure consistency. While you can adjust the schedule as needed, setting up a recurring appointment helps us maintain momentum and ensures that you always have time reserved on my calendar.”
By outlining this upfront, you help clients feel more knowledgable about the process and minimize uncertainty.
3. Make Scheduling Effortless
Scheduling should never be a roadblock to therapy, but we know how common it is for clients to get lost in back-and-forth emails or phone calls when trying to find a time that works. To make it easier, consider using an automated scheduling system. Clients can choose from available slots directly from your EHR or booking software, eliminating the back-and-forth and ensuring that scheduling is a breeze.
If you have a virtual receptionist service, they can assist with confirming new client appointments and rescheduling requests. This removes the pressure from you to manage logistics while ensuring clients get prompt, professional responses.
4. Personalize the Onboarding Experience
While it’s important to have a standardized intake process, there’s value in personalizing the experience to make each client feel seen and supported from day one. For example, after reviewing the client’s intake form, send a quick, personalized note welcoming them and affirming their decision to seek therapy.
How about this: “Hi [Client’s Name], I’ve reviewed your intake form, and I’m looking forward to meeting with you this week. I appreciate the thought you’ve already put into sharing your background, and I look forward to working together.”
This small gesture helps build rapport before your first session and shows clients you’re already invested in their care.
5. Address Concerns Before the First Session
It’s common for clients to feel anxious about their first session, especially if they’re new to therapy. Being proactive about addressing potential concerns—such as how sessions work, what they can expect, and how their information is kept confidential—can help ease any worries.
You can also include FAQs (or link to your website’s FAQ page) in your onboarding email to preempt common questions. This reduces anxiety and shows clients that you’re attentive to their concerns from the start.
Happy Highlight
The intake process is more than just paperwork—it’s the first step in building a strong therapeutic alliance. By streamlining your forms, setting clear expectations, and personalizing the onboarding experience, you can create a seamless, efficient start that helps clients feel supported, informed, and valued from the beginning.
