Transforming Trauma Care with EMDR and Telehealth

How The Stress & Trauma Clinic Invested in Coviu to Expand Access and Improve Outcomes

The Stress and Trauma Clinic was founded following the COVID-19 pandemic through the merging of Amanda Jones’ private mental health social work practice and Carol Gutierrez’s private psychology practice. Nearly two years on, the clinic delivers comprehensive mental health services for individuals of all ages, with a strong focus on stress and trauma treatment.

At the heart of their approach is Eye Movement Desensitisation and Reprocessing (EMDR) — a groundbreaking, evidence-based psychotherapy intervention. By integrating EMDR within a blended telehealth model, the clinic is helping transform traditional trauma treatment delivery in Australia.

Why Telehealth Became Essential

Like many healthcare providers, Amanda and Carol initially transitioned to telehealth out of necessity during the COVID-19 pandemic. However, what began as a temporary solution quickly revealed long-term strategic benefits.

They observed that telehealth:

• Improved accessibility for clients across different regions
• Increased convenience and flexibility
• Reduced barriers for vulnerable populations
• Supported continuity of care for intensive therapy programs

With clients spread across rural, regional, and even overseas locations, continuing telehealth post-pandemic was not just practical — it was essential.

From Basic Video Calls to a Specialised Telehealth Platform

In the early stages, the clinic used general teleconferencing tools such as Zoom and Microsoft Teams. As the practice grew, so did the need for:

• Greater security
• Clinical-grade functionality
• Integrated workflows
• Enhanced client confidentiality

Recognising these needs, the clinic adopted Coviu, an Australian-built telehealth platform purpose-designed for healthcare professionals.

The decision was driven by several key factors:

• Strong security credentials (HIPAA compliant, ISO 27001 compliant, end-to-end encryption)
• Ability to assess a client’s environment visually, which is critical in trauma care
• Australian origin, which resonated with local clients
• Integrated features tailored for mental health practice

Coviu is now used for both clinical sessions and research purposes at the clinic.

The Benefits of Telehealth for Trauma Care

Since implementing Coviu, the Stress and Trauma Clinic has experienced significant clinical and operational benefits.

1. Greater Accessibility

Clients from remote areas, interstate, and overseas can access specialist trauma therapy without travel. This is especially important in Australia, where geographical barriers often limit access to mental health care.

2. Improved Convenience

Telehealth enables clients who face health challenges, mobility issues, or logistical barriers to attend sessions consistently. This flexibility increases engagement and reduces missed appointments.

3. Continuity of Care

For EMDR intensives and follow-up care, continuity is critical. Telehealth allows the clinic to:

• Conduct intake assessments
• Provide post-intensive follow-ups
• Administer psychometric evaluations
• Maintain therapeutic momentum

4. Enhanced Client Comfort and Control

Coviu enables features such as allowing clients to choose music during sessions. This increases clients’ sense of control — an important factor in trauma recovery.

5. Stronger Rapport and Trust

Interestingly, clients often prefer video-based sessions over phone consultations. Being able to see one another — including aspects of a client’s home environment — strengthens rapport and therapeutic alliance.

6. Heightened Security and Confidentiality

Security is non-negotiable in trauma work. Coviu’s compliance with strict industry standards and encrypted infrastructure ensures sessions remain confidential and secure.

7. High Conversion Rates

The clinic reports a strong conversion rate from initial telehealth consultations to full client sign-ups, demonstrating effective engagement through virtual care.

8. Clinician Flexibility and Efficiency

Telehealth allows Amanda and Carol to:

• Manage time more effectively
• Schedule efficiently
• Maintain clearer session boundaries
• Improve workflow management

The clinic continues to explore advanced Coviu features such as screen sharing and specialised apps to further enhance the telehealth experience.

EMDR Intensives in a Blended Care Model

The clinic specialises in EMDR Intensives, which are conducted in person due to the depth and intensity of the therapeutic work. These programs involve:

• Six hours of therapy per day
• Conducted over two to five consecutive days

However, telehealth plays a crucial role in the broader care pathway.

The Typical Workflow

1. Client Enquiry
   Clients reach out via phone, email, or the clinic’s website.
2. Free 30-Minute Initial Video Consultation
   Clients receive a secure Coviu link for a face-to-face video consultation to assess suitability and build trust.
3. In-Person EMDR Intensive Program
   The core therapeutic work is delivered in person.
4. Post-Intensive Follow-Up Assessments
   Telehealth sessions (typically 30 minutes) include psychometric evaluations to track symptom changes and progress.
5. Ongoing Supervision
   Due to the specialised nature of EMDR work, Amanda and Carol’s supervisors are based internationally. Telehealth enables them to maintain high standards of practice and access global expertise without geographical barriers.

This blended model combines the depth of in-person intensives with the flexibility and scalability of telehealth.

Delivering Care in a High Natural Disaster Region

The Wingecarribee Shire, where Amanda and Carol are based, ranks #1 in NSW for the number of natural disasters. Since 2020, the community has faced declared disasters every three to four months.

These repeated events create:

• Ongoing stress and disruption
• Infrastructure challenges
• Heightened community trauma

Telehealth provides a resilient alternative. Even when travel is disrupted or conditions are unsafe, clients can continue therapy without interruption. Coviu reduces additional stress by ensuring continuity of care regardless of external circumstances.

Best Practices for Telehealth in Trauma Care

Based on their experience, Amanda and Carol recommend the following strategies to maximise telehealth effectiveness:

• Use noise-cancelling headphones and private room setups to ensure confidentiality.
• Inform clients of privacy options (e.g., conducting sessions from a car if home privacy is limited).
• Invest in high-quality video equipment for a strong virtual presence.
• Encourage private spaces for children to maintain focus and confidentiality.
• Incorporate breaks and interactive activities to maintain client engagement.
• Provide clear guidance to overcome technological barriers and increase client confidence using the platform.

These practical considerations help ensure telehealth sessions are clinically effective, safe, and client-centred.

Setting a New Standard for Digital Trauma Care

The Stress and Trauma Clinic’s strategic adoption of Coviu demonstrates how telehealth can:

• Expand reach
• Increase accessibility
• Improve flexibility
• Maintain rigorous security standards
• Support blended intensive therapy models

By combining EMDR intensives with secure, integrated telehealth delivery, the clinic is setting a benchmark for effective mental healthcare in the digital age.