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Live Therapy

Find out more about our Live Therapy offering, who can access it, and booking a session.
Click on each question below to expand on the answer.

Live Therapy offers individual online therapy via a secure platform. You can choose from a directory of qualified therapists with different therapeutic approaches. You can also choose whether you receive your therapy via video, audio or instant text messaging. After you request a session, your therapist will be able to confirm and book you in. Once you've finished your session you will have a chance to review your therapy.

Togetherall developed Live Therapy in response to the demand of our online community. It was also a response to conversations with NHS commissioners. They expressed a need for innovative ways to reduce waiting times, extend access and offer more choice of psychological therapies. Live Therapy is CQC (Care Quality Commission) registered and is suitable for people aged 18+.

If you are referred by to Togetherall you will be able to access your Therapy sessions free of charge. You will receive a prescription email which you can use to register or add the sessions to an existing account.

As well as your therapy sessions, you will have six months of access to the other services provided by Togetherall. Both our Support Network and Guided Support courses are available 24/7. These services aim to help you self-manage your mental wellbeing. They offer access to a community of people experiencing common mental health issues.

According to our members one of the most important aspects of our other services is the anonymity. This allows members to express themselves freely. Wall Guides are online 24/7 to offer help or advice and can be a valuable form of support between therapy sessions.

All activity on the Support Network is separate from Live Therapy. So, you should not assume that your therapist is aware of any of your activity on the Support Network. It is your responsibility to update your therapist on anything significant that has occurred between sessions.

Talking therapy can help anyone improve their understanding of themselves, and their quality of life. It can be particularly useful if you are struggling with emotional health problems or difficult life experiences. These may include issues with your relationships, home or work life. Your therapist will be happy to discuss how suitable therapy is for you in your first session. Please note that if you are currently seeing a therapist elsewhere you should not book a Live Therapy session.

To book your first session please go to the Live Therapy part of the website, and then navigate to the ‘Our Therapists’ tab. Here you can view the profiles of our therapists who work with the modality you were prescribed with and choose a therapist who suits your requirements.

When you request a session, you will be asked to provide 3 dates and times that you would be available for a session. The therapist will then respond to your request, either by accepting it or declining it if they are not available.

If the therapist does not respond within 48 hours, then please send another request to them or another therapist. If they choose to accept your request, you will receive up to three times to have your session. These will appear in the Live Therapy part of the website on the ‘My Live Therapy’ tab under ‘My bookings in progress’. You will need to click ‘Confirm Booking’ and accept one of these proposals and the session will then appear under the ‘My booked sessions’ section.

If you have any trouble with this process, or want assistance, please contact our support team at livetherapy@togetherall.com and we will be happy to help.

No, unlike the Support Network you will not be anonymous while using Live Therapy. But you do have the choice of how to interact with your therapist (audio/video/instant messaging). You will be able to use instant text messaging if you do not enable your webcam or microphone. But you will still need to install the video plugin on the system check page to use instant messaging or audio.

Your therapist will always ask for your personal information in your first session. If a practitioner or organisation refers you, your referral will contain identifying details (name, address, date of birth and NHS number). The reason that we take this information for Live Therapy is to prioritise your safety.

In simple terms you will need: Laptop or computer with a webcam Internet connection (see section 15 for advice on internet issues) Modern operating system (Mac OS / Windows 7+) Latest version of Google Chrome, Mozilla Firefox, Internet Explorer or Safari.

Our personal recommendation would be Google Chrome or Mozilla Firefox. Please note that the Windows 10 browser Microsoft Edge is incompatible with Live Therapy Headset (Live Therapy will work without a headset, but having one is highly recommended).

We recommend that you make your first booking within two weeks of signing up. This is to make sure you have enough time to complete your therapy during your six-month Togetherall subscription. If you do not book a session within 30 days of registering for Live Therapy, you will be discharged from this part of our service.

You must book all future sessions within 28 days of your last completed session. If you don't, you will be discharged from Live Therapy and unable to book any more sessions. You may take a longer break between sessions if you and your therapist agree on it. But you must ensure you have a future session booked. You must also complete all sessions within 6 months of you first accessing Togetherall.

Once you have confirmed a time for your first session, you will be able to see the appointment time and date on the main Live Therapy homepage, under ‘My Bookings’. Live Therapy appointments are accessible through our website. At the time of your appointment, please log in and visit Live Therapy. Next to your appointment time, you will see a button to ‘Enter Session’. If you do not see this option, please refresh the web page. You will need to complete a pre-session questionnaire before entering your appointment.

To book a Live Therapy session, you will need to log into Togetherall and visit the Live Therapy page.
  1. Click on the ‘Our Therapists’ tab. You’ll then see a list of our Togetherall therapists.
  2. Click the ‘request session’ button, or 'more information' to see the therapist's general availability.
  3. Complete the system check to make sure your laptop or PC can run a session. If you encounter any problems, please look at section 15 below.
  4. Pick three preferred ‘chosen time slots’ including a date and either 'morning, afternoon or evening'.
  5. You’ll receive a confirmation that you've submitted your session request.
  6. Under ‘My Live Therapy’ you’ll see your session request under ‘My bookings in progress’.

Once the therapist responds with a date and time the status will change to ‘Awaiting confirmation of session’. When you see this, click the ‘confirm booking’ button. You will then be able to pick the most convenient time slot from the options your therapist has given you. To accept please click ‘accept proposal’. You need to do this within 48 hours of receiving the proposed date and time. If you don't, you will lose the time slot and you will have to re-book.

You will then receive a booking confirmation email. You will also receive an invite email closer to the time of your booked session. This email will contain a link you can use to access your session. Otherwise, you can log in and access your session through the Live Therapy section of the website.

If you still have questions about booking a Live Therapy session, please email livetherapy@togetherall.com and we can help.

Please let us know as soon as possible if you have booked a session which you can no longer attend. You can do this by sending a message to your therapist using the ‘send a message’ button on the ‘Our Therapists’ page. If you cancel your session within 24 hours of the session start time, you will lose the session. We cannot reinstate sessions you have cancelled within 24 hours.

The only way you can contact your therapist is via the ‘send a message’ or ‘request a session’ buttons on the ‘Our Therapists’ page. You will not receive any personal contact details of your therapist. You must also not attempt to contact your therapist outside of Togetherall. Any attempted contact of this nature could result in the cancellation of your membership with Togetherall. In certain circumstances your therapist may use their Togetherall email to send you material to support your therapy. But this will only occur when you consent to them using your personal email address.

If your therapist recognises that you or someone else may be at risk during a session, they will take steps to help you reduce the risk of harm. Because Live Therapy is a remote service, this will usually involve:
  • Asking if there is another adult at your location, who you can turn to for support.
  • Encouraging you to contact the appropriate emergency services. In exceptional circumstances arranging for the emergency service to come and assist you.
In cases where we consider you or another person to have been at risk of harm, we will usually inform appropriate local services which can offer support. This may be your GP or the healthcare professional responsible for your care. In the event of non-acute risk arising in your therapy, your therapist will discuss their concerns with you. They may raise these concerns with the Live Therapy clinical team who may contact your GP or referring service.

It is important that you create the best possible environment for your Live Therapy session. Ensure you are in a private space where you cannot be overheard. Ensure you will have no interruptions e.g., your phone is switched off and you are not expecting any visitors. Ensure there is enough lighting, and that you've plugged in your headset. Don’t forget to sign out of Togetherall before leaving your computer. If you do not wish anyone to see your browsing history, you can set your browser safety settings to private browsing or delete it after the session.

Or, you can delete your browsing history after the session. For more information on how to ensure your privacy and safety on Togetherall please follow the ‘Keep safe on Togetherall’ link located in the bottom left corner of the website.

Once you’ve finished a session, you’ll have the option to rate your experience. We collect this information anonymously and combine the ratings on the therapist’s profile. This helps us to track the quality of the service we are delivering.

After the session, your therapist will create a factual record of your session. You can view these notes three days after the end of your session by going to ‘My Live Therapy' and looking at ‘My history’. You can then click the ‘details’ button next to the date of your session. The purpose of this record is to act as an aide memoir of the key points of the session. You can add your own comments to this record using the ‘member notes’ section, but you cannot request a change to the therapist’s record. If you feel there are factual errors in the therapist’s record, you can make a note of this in your record.

Togetherall is not a crisis service, if you require urgent mental health support, please visit our ‘In Crisis’. If you require additional local support outside of Togetherall this information can also be found here.

Togetherall is a digital mental health service, safe and anonymous, giving members access to a supportive community and a wealth of materials at any time of day or night. Access to Togetherall may depend on whether this part of our service is funded by your local health service, or your institution or organisation – check your eligibility by clicking register in the top right corner of the page.

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