When we archive clients, even if it's only temporary, their client portal accounts are deactivated. The message that comes up when they try to access the portal makes our clients feel as though we've terminated services. Change the message that appears letting them know to contact us.
App Type
TheraNest Client Portal
ADMIN RESPONSE
Aug 23, 2024
The messaging has been updated if an archived client tries to log into the Client Portal. The message will now display as: "Please contact {Your Organization Name} to reconnect to the client portal."
I've had multiple clients over the years ask me if I've fired them because of the return message they receive because I deactivated their account due to having too many open cases.
I've also had other therapists inform me that some of my clients have gone to them because they thought I fired them.
I'm asking for you to do two things.
1. Would you create a return message that is more welcoming and softer to returning clients? Starting off like "Welcome back!"...Or at least have a variety of messages we can chose from.
2. I'd like to be able to create my own message for the return email.
I'm losing clients and income due to this.
Would you let me know when these changes may occur?
I'm really hoping you'll consider this...it's impacting my ability to provide for my family
MarkLaFleur
La Fleur Counseling Services, Inc.
Hi! We've had an interesting situation. A client that we had archived tried to log on and got the message that their Client Portal has been deactivated. The term really upset them; they did not understand that we had archived their account due to inactivity. So, we wonder whether simply changing the term to "archived" would be not only more accurate, but less dismissive or triggering for mental health clients. Is this a useful idea to TheraNest?
Could you please change the wording on archived clients? When an archived client tries to email through the portal, they get a message that they've been "DEACTIVATED". This word is TRIGGERING for clients! Could you please change it to something else, like "Archived". Especially for PTSD or insecure folks, this is really hard to see an email like this, and I have to explain lengthily each time to them... Thank you.
When a client is archived and then emails via the portal to make an appt, many (with attachment issues, abandonment issues, PTSD or anxiety) are triggered by the phrase that they are "deactivated," causing unneccesary anxiety in the contact or session. It has a permanent feelt to it, and as we know, we often archive clients who are either taking a break, return for therapy, or for liability reasons when we close a file/haven't seen in a month. Could Theranest use "archived" instead of deactivated? :-) Much easier for us to explain / them to understand.