If a client is not a fit for your service, what should you do?

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The central idea here is having a pre-established, written policy for handling inquiries that aren’t a good fit, and following it consistently. This approach supports ethical practice, clear communication, and good clinical governance.

When a client isn’t a fit, you should respond promptly and clearly: let them know that their situation isn’t within your service scope, explain why in a respectful, nonjudgmental way, and provide appropriate referrals to other options or levels of care. Offering written notice helps ensure the client understands the rationale and the next steps, while documenting the entire process creates a record of what was discussed, the reasons for the decision, and the referrals made. This combination protects the client’s rights, supports their access to suitable care, and provides accountability for the clinician.

Having this policy in place beforehand reduces guesswork during inquiries and aligns with ethical obligations in telepsychiatry and telepsychology, including transparency, informed consent, and appropriate boundaries. It also helps you manage risk and ensures consistency across cases.

Ignoring the inquiry is inappropriate because it withholds information and a potential path to care. Providing referrals without documentation lacks a clear record of the rationale and steps taken, which can create confusion and accountability gaps. Charging for a consultation when you’re not delivering service is not appropriate or fair to the client.