Client Experiences of Videocall-Delivered Therapy During COVID-19 Restrictions in Aotearoa New Zealand: A Qualitative Study

Abstract

Aim: Intermittent restrictions on personal movement were introduced in Aotearoa New Zealand in March 2020 in response to the COVID-19 pandemic. As in-person therapeutic appointments became unavailable, psychotherapy, psychology and counselling services were increasingly delivered by phone or online, often via videocall. While there is a growing literature on therapists’ experiences of videocall therapy, fewer studies have examined clients’ experiences. Method: This study used semi-structured interviews to explore the experiences of six clients who engaged in videocall therapy during COVID-19 restrictions in Aotearoa New Zealand. A Qualitative Description approach with reflexive thematic analysis was used to provide a low-inference account of participants’ experiences in language close to their own. Findings: Participants described videocall therapy as fundamentally different from in-person therapy. Therapeutic space was created through practices by both therapists and clients, including modifications to the client's physical environment and thoughtful communication that supported continuity and responsiveness. Participants valued the flexibility of videocall therapy and its capacity to support continuity of care, but also noted the limitations of reduced access to body language and non-verbal cues. Practices before, during and after sessions shaped how videocall therapy was experienced, including transition practices that helped participants move between the therapeutic space and everyday life. Conclusion: Although limited by a small sample size, these findings add an Aotearoa New Zealand client perspective on videocall therapy during COVID-19 restrictions. They suggest that perceived therapeutic efficacy may be influenced by practices before, during and after sessions, as well as by the creation and maintenance of a therapeutic space in the videocall environment.