Is It Acceptable for a Therapist to Answer Their Phone During a Session?

A recent experience on a discovery zoom call left me in a state of disbelief and disappointment. I expressed my concerns, and the consensus is clear: it is absolutely not acceptable for a therapist to answer their phone during a session, even during introductions. Here’s a detailed look at why this is a fundamental issue in client-therapist interactions and the best practices to ensure professionalism and respect.

The Shocking Experience

The session began with me waiting on hold for a considerable time, which was already uncomfortable. Once we finally entered the meeting room, the therapist immediately raised her hand to stop any conversation, potentially indicating that she needed to take a phone call. However, this was just the beginning. After I had completed my introductions, she excused herself to respond to a text message. This sequence of events was not only shocking but also unsettling, leading to an unpleasant situation that culminated in my decision to leave early and almost in tears.

Why Therapists Shouldn't Answer Their Phones During Sessions

While there might be some exceptional cases, such as a traumatic situation requiring immediate attention, in general, therapists should never answer their phones during a session. The primary reason is that the client’s time and privacy are paramount. Therapists are not less important than the person on the phone; they are the professionals providing essential support and guidance. The client has paid for a specific amount of time, which should not be compromised by external interruptions.

Professionalism and Ethical Considerations

To maintain professionalism and trust, therapists must adhere to strict guidelines. The phone should be turned off and stowed away where neither party can see it—so it should not even ring. If there is an urgent need to take a call, the therapist should reschedule the session or proceed after the call has ended.

There are rare instances where a therapist may need to take a call. For example, if a therapist's daughter is in labor, they might need to be present for the birth. In such cases, the therapist should inform the client ahead of time and ensure full transparency. The client should be made aware that they might be interrupted, and any session that is interrupted is not charged to the client.

Conclusion

In summary, while there might be rare and justified exceptions, therapists should always prioritize their clients' needs and maintain strict adherence to professional guidelines. Client-therapist relationships are built on trust, and any breach of confidence can severely impact the therapeutic process. It’s essential for therapists to analyze each situation carefully and communicate clearly with their clients to ensure that all parties are satisfied and respected.