Client Service Flow

The client service flow is an essential aspect of managing your work with Ruh Care and ensuring a smooth experience for your clients. This guide outlines the key stages of a client's journey and the best practices you can follow to provide exceptional care.

When clients visit our website, they start by filling out a matching form. Based on their responses, we assign them to the therapist that best matches their needs.

Alternatively, if they prefer to book with a specific therapist, they can fill out a direct booking form accessible from the therapist's profile on our website (e.g., ruhcare.com/THERAPISTNAME).

After completing the matching form, clients are directed to the therapist's booking page. The URL for the booking page typically follows the format ruhcare.com/book/THERAPISTNAME.

A third way clients can get matched and book a call is with the help of our Client Care Team. If clients call us or contact us directly, our client care team may manually match them with the right therapist without them having to fill out a matching form.

On the therapist's booking page, clients can schedule a free 15-minute intro call or book a session directly with the therapist. If you prefer not to offer intro calls or offer them as an option, we can adjust your settings so that clients can directly book a session with you.

Booking page of a therapist who does not start sessions before having an intro call:

Booking page of a therapist who can take clients directly:

Once they choose the type of appointment, the client chooses the date and time, which will depend on your availability per appointment type.

They would then fill in their personal information:

An automatic welcome email is sent to the client so that they activate their Ruh Care account.

They would also receive a booking confirmation email:

After booking their first intro call or session, clients receive intake and consent forms automatically from the Ruh Care platform. The forms are Informed Consent & Confidentiality, Initial Consultation Form, and Billing Info.

To have a better understanding of the client's journey, we recommend testing different scenarios using a test client account.

To ensure privacy, you may call the client from a blocked number during the intro call.

Alternatively, you have the option of conducting the intro call via video on the Ruh Care platform or through Zoom, using a link that we automatically assign to the appointment.

It's recommended that therapists book the client for their first session at the end of the intro call. Additionally, we advise scheduling new clients for weekly sessions for at least 4-6 recurring appointments to establish continuity of care.

During the intro call and when booking the first appointment, it's important to discuss insurance coverage. Since some insurance companies may not provide coverage, therapists should ask the client to check with their insurance provider to confirm coverage under their license. Clients can also be advised to email [email protected] for any insurance-related questions.

At the end of the intro call, aim to schedule the client’s first session. Alternatively, the client can, later on, schedule a session with you. They cannot book an appointment if they have not filled out all their intake forms.

Clients are charged after you mark the session as "Occurred" in the calendar. Payments are processed within 48 hours of the session.

If a client needs to cancel or reschedule within 48 hours of a session, they must contact you directly.

A full fee applies for late cancellations or no-shows.

Throughout the client journey, you'll have numerous sessions and can chat on the platform. You may need to adjust the treatment plan to meet the client’s changing needs. Work closely with the client to ensure continuity of care and make adjustments as necessary.

If you have any questions or need further guidance, please don't hesitate to contact us at [email protected] or message the Client Care Team through the Ruh Care platform. We're here to support you and ensure you provide the best care for your clients Inhsa'Allah.