Our Social Media & Digital Communication Policy

Protecting Privacy & Boundaries

At Level Up Wellness Group, your privacy and the integrity of our therapeutic relationship are paramount. This policy outlines how we manage digital communications to ensure your confidentiality and maintain professional boundaries.

We encourage you to discuss any questions or concerns about this policy with your clinician.

1. Friending & Following on Social Media

To protect your privacy and maintain a professional therapeutic relationship, our clinicians do not accept friend or follow requests from current or former clients on any personal social media platforms (e.g., Facebook, Instagram, LinkedIn, etc.).

Why? The therapeutic relationship is a protected, private space. Interacting on personal social media blurs these professional boundaries and can compromise your confidentiality. Our professional colleges (such as CAP and ACSW) have strict standards regarding these “dual relationships” to ensure clinical objectivity and client safety.

We may share professional updates, resources, and articles on our official Level Up Wellness Group social media pages. You are welcome to view this content, but please be aware that interacting with it (liking, commenting, sharing) could publicly associate you with our clinic. We encourage you to use your own discretion in these interactions.

2. Contacting Your Clinician

Please do not use social media messaging, “wall” posts, or @mentions to contact your clinician. These platforms are not secure, are not monitored regularly, and are not appropriate for clinical communication.

Any communication that occurs on these platforms becomes part of the clinical record, as required by our professional standards. To protect your privacy, please use the following approved channels for communication:

For Scheduling & Administrative Matters: Contact our administrative team by phone or through the secure “Contact Us” form on our website.
For Clinical Matters: Please discuss communication preferences directly with your clinician.

3. Online Reviews & Testimonials

You may find our clinic listed on business review sites like Google, Yelp, or RateMyDoc.com. While you have the right to express yourself on these platforms, we ask you to consider the following:

Confidentiality Risk: Posting a review can publicly reveal your status as a client and compromise your protected health information.
Ethical Guidelines: Our regulatory bodies (e.g., CAP Standard 13.3) prohibit us from soliciting testimonials from clients. This is to prevent any pressure on clients and to maintain the integrity of the therapeutic relationship. We cannot ethically respond to reviews, whether positive or negative.

If you have feedback or concerns about our services, the most effective and confidential approach is to discuss them directly with your clinician or contact our Client Relations team at [email protected]. This allows us to resolve your concerns constructively and privately.

4. Client Privacy: Search Engines & Location Services

Search Engines: Our clinicians will not search for you on Google or social media. Your privacy is of the utmost importance. The only exception to this policy is in a rare crisis situation where we have a professionally-formed reason to believe you are in immediate danger of harming yourself or others. This action would be a last resort taken in accordance with our ethical duty to protect life, as outlined in the CAP Standards of Practice (Standard 17) and the Health Information Act.
Please note that Level Up Wellness Group is not a crisis service. If you are in crisis, please call 911 or the 24/7 Distress Line at 780-482-4357.
Location-Based Services: If you use social media or other applications with location-based services (e.g., “checking in” on Facebook), please be aware that doing so at our office could compromise your privacy by announcing your presence at a mental health clinic.