Building a Relationship with Your Online Provider

Building a strong relationship with your therapist is the single biggest predictor of therapy success, and research shows it's entirely possible to build that connection through online sessions. The first sessions are where you find out whether you can say the hard thing on video. The steps below are how people test that, including switching clinicians when the fit is wrong.

Why the Therapeutic Relationship Matters

Research consistently shows that the quality of the relationship between client and therapist is more important than the specific type of therapy used. A landmark meta-analysis of thousands of therapy studies found that the therapeutic alliance accounts for approximately 7-10% of therapy outcome variance: more than any specific technique. This relationship, often called the "therapeutic alliance," is the foundation upon which all effective treatment rests.

Components of a Strong Therapeutic Alliance

Researcher Edward Bordin identified three key components of the therapeutic alliance that apply equally to online and in-person therapy:

• Bond: The emotional connection characterized by mutual trust, respect, and genuine caring. This is the relational warmth that makes you feel safe sharing vulnerable experiences
• Goals: Agreement between you and your therapist about what you're working toward. Effective therapy involves collaborative goal-setting where both parties understand and agree on desired outcomes
• Tasks: Agreement on the activities and methods used to reach those goals. This includes understanding what happens in sessions and what's expected between sessions

What a Strong Alliance Feels Like

• Trust: Feeling safe to share vulnerable thoughts, feelings, and experiences without fear of judgment
• Mutual respect: Being treated as a partner in your care, with your opinions and preferences valued
• Empathy: Feeling genuinely understood: your therapist "gets" your experience
• Collaboration: Being an active participant in treatment decisions, not a passive recipient
• Hope: A shared sense that positive change is possible
• Authenticity: Feeling your therapist is genuine, not performing a role
• Safety to disagree: Feeling comfortable expressing concerns or differing opinions

These elements can develop just as strongly online as in person, with some adjustments to account for the virtual format. If you're just starting out, our guide on what to expect in your first session can help set realistic expectations.

Research on Online Therapeutic Relationships

Multiple studies have examined whether strong therapeutic relationships can form through telehealth:

• A 2014 meta-analysis found no significant differences in therapeutic alliance between video therapy and in-person therapy
• Client satisfaction ratings are consistently high for telehealth, often matching or exceeding in-person care
• Research during and after the COVID-19 pandemic confirmed that therapists and clients successfully maintained strong alliances through video
• Some clients report feeling more comfortable opening up from home, suggesting potential advantages for certain populations

Challenges of Building Connection Online

While research confirms that strong online therapeutic relationships are possible, virtual communication does present unique challenges worth acknowledging and addressing:

Communication Differences

• Limited body language: Seeing only face and upper body means missing lower body cues, posture shifts, and subtle physical indicators of comfort or distress
• Eye contact dynamics: Looking at the screen (to see your therapist) means not looking at the camera (which creates eye contact for them), creating an inherent tension
• Audio delays: Even slight delays can disrupt conversational rhythm, leading to accidental interruptions or awkward pauses
• Emotional dampening: Screen interfaces can sometimes reduce the intensity of emotional expression, making it harder to convey or perceive strong feelings
• Missing nonverbal synchrony: The subtle mirroring of posture and movement that happens naturally in person is harder to achieve

Environmental Factors

• Physical distance: No shared physical space means you don't benefit from the calm, carefully designed environment of a therapist's office
• Home distractions: Family members, pets, deliveries, and household demands can interrupt sessions
• Privacy concerns: Finding a truly private space at home can be challenging for some clients
• Technology barriers: Poor internet connection, outdated equipment, or unfamiliarity with video platforms can add stress

Psychological Factors

• Self-consciousness: Seeing yourself on screen can be distracting or increase self-focus
• Difficulty being vulnerable: Some people find it harder to access deep emotions through a screen
• Engagement challenges: The ease of multitasking or mentally checking out during video calls
• Missing embodied presence: The palpable sense of being in a room with another caring person

Recognizing these challenges is the first step to overcoming them. Most can be addressed with intentional strategies and open communication with your provider.

Strategies for Building Connection

Create a Dedicated Therapy Space

Your environment signals to your brain that it's "therapy time" and can significantly impact your ability to engage:

• Designate a consistent location: Use the same private, quiet space for each session. Consistency helps your brain transition into "therapy mode"
• Minimize distractions: Remove or silence phones, close unnecessary tabs, and let household members know you're unavailable
• Arrange comfort items: Have water, tissues, a blanket, or other items that help you feel secure nearby
• Consider background: A neutral, uncluttered background reduces distractions for both you and your therapist
• Create pre-session rituals: Develop a routine that helps you transition, making tea, taking three deep breaths, or a brief mindfulness moment
• Plan for after: Schedule a few minutes of buffer time after sessions to process, especially for difficult conversations

Optimize Your Technology

Technical quality directly affects connection quality:

• Camera positioning: Place camera at eye level for natural "eye contact"; stack books under your laptop if needed
• Good lighting: Position light in front of you (not behind) so your face is clearly visible. Natural light or a simple ring light works well
• Audio quality: Use headphones or earbuds for clearer sound and greater privacy. Test audio before sessions
• Internet connection: Use the strongest available connection. Consider ethernet instead of WiFi for stability
• Close other applications: This improves connection quality and removes temptation to check other things
• Have a backup plan: Know your therapist's phone number in case video fails, and discuss contingency plans
• Test beforehand: Check that your equipment is working before important sessions

Be Intentionally Present

Engagement requires extra effort online. Without the natural constraints of being in someone's office, presence must be more deliberate:

• Eliminate temptations: Silence your phone and close other browser tabs before starting
• Practice camera gaze: Look at the camera occasionally when speaking (this creates eye contact for your therapist), while looking at the screen when listening
• Increase verbal feedback: Nod and respond verbally more than you might in person, "mm-hmm," "I see," "that makes sense", to compensate for limited visual cues
• Name distractions: If something interrupts (doorbell, pet), briefly acknowledge it rather than pretending it didn't happen
• Treat it seriously: Show up on time and dressed as you would for an in-person appointment
• Stay physically engaged: Avoid lying down or reclining unless specifically discussing it with your therapist

Communicate Openly About the Format

Clear communication about the online experience itself strengthens your relationship:

• Share your experience: Tell your therapist if you're struggling to connect virtually: they likely have ideas to help
• Address technical issues: Speak up immediately if you can't hear or see well
• Ask for clarification: If audio issues cause you to miss something, ask them to repeat it
• Give feedback: Share what's working and what isn't about the online format
• Be explicit about emotions: Since subtle cues may be lost, verbalize your emotional state, such as "I'm feeling anxious right now" or "This is bringing up sadness"
• Discuss format preferences: Some conversations might work better on video, others by phone. Discuss what works for different types of sessions

Building Trust Over Time

Be Patient with the Process

Trust develops gradually, regardless of format:

• Allow time: Give the relationship at least 3-4 sessions before judging. First impressions aren't always accurate
• Expect awkwardness: It's normal to feel awkward or guarded initially: this doesn't mean therapy won't work
• Start where you are: You don't need to share everything immediately. Vulnerability can develop gradually
• Notice small moments: Pay attention to moments of connection, understanding, or insight and build on them
• Track your comfort level: Notice whether you feel progressively more comfortable over several sessions

Take Appropriate Risks

Trust grows through vulnerability: gradually sharing more than feels completely comfortable:

• Share something slightly vulnerable: Gradually extend your comfort zone by sharing things that feel a bit risky
• Express disagreement: If you disagree with your therapist's interpretation or suggestion, say so. Good therapists welcome this
• Bring up difficult topics: The things you're most reluctant to discuss are often most important to explore
• Observe responses: Notice how your therapist responds to your vulnerability: do you feel received with care?
• Discuss the relationship itself: Talking about your feelings about therapy or your therapist (positive or negative) deepens the relationship

Notice Safety Signals

Signs your provider is trustworthy and building a healthy relationship:

• They listen without interrupting and reflect back what they hear
• They remember details from previous sessions
• They respond with empathy, not judgment, even to difficult disclosures
• They acknowledge their own limitations and areas of uncertainty
• They respect your boundaries and pace
• They explain their approach, reasoning, and rationale for suggestions
• They encourage you to ask questions and express concerns
• They maintain consistent boundaries (starting and ending on time, not oversharing about themselves)
• They check in about how therapy is going and ask for feedback
• They demonstrate cultural humility and openness to learning about your background

Ruptures and Repairs

Even strong therapeutic relationships experience "ruptures": moments of misunderstanding, disconnection, or hurt. How you and your provider handle them shapes what happens next:

• Ruptures are normal: Some misattunement is inevitable in any relationship
• Speak up: If something your therapist says feels off or hurtful, bring it up
• Repairs strengthen bonds: Successfully handling ruptures often deepens the relationship more than if they hadn't occurred
• Notice repair patterns: A therapist who takes responsibility, apologizes when appropriate, and adjusts their approach demonstrates healthy relationship skills
• Some ruptures are too big: If serious boundary violations or ongoing misattunement occur despite discussion, it may be time to find a new provider

When Connection Isn't Happening

Signs the Fit May Be Off

Sometimes despite best efforts, a particular therapist isn't the right match. Signs to consider:

• You consistently feel misunderstood, even after attempting to clarify
• You dread sessions or frequently cancel
• You hold back important information because you don't feel safe sharing
• You feel judged, dismissed, or talked down to
• Sessions don't seem to focus on what matters to you
• You're not making progress over time despite consistent attendance
• Your values, identity, or approach to life don't seem compatible
• You've tried discussing concerns but nothing changes
• You feel worse after sessions consistently (some discomfort from growth is normal, but chronic worsening is not)

Steps to Consider

1. Discuss it directly: Tell your therapist you're struggling to connect. This conversation itself can be therapeutic and may resolve the issue
2. Give specific feedback: Explain precisely what isn't working: vague complaints are hard to address
3. Consider adjustments: Sometimes practical changes help: different session time, switching between video and phone, or adjusting session structure
4. Try a few more sessions: With direct communication, things often improve. Give it 2-4 more sessions after discussing concerns
5. Consider switching: If nothing changes despite honest conversation, it's okay, and often wise, to try a different provider

Switching Therapists

Finding the right fit is more important than sticking with someone out of obligation or guilt. Remember:

• It's not personal failure, not every therapist-client pairing works
• Good therapists understand and support clients who need to switch
• Online platforms make switching relatively easy
• The time invested in finding the right therapist pays off in better outcomes

Disclosure: No link on this site was placed by hand to pay us a commission, though a script from Sovrn Commerce (VigLink) that runs on every page may turn some ordinary links to outside stores and services into affiliate links that can earn us a commission at no extra cost to you. When it converts a link, our page code tags that link rel="sponsored" for search engines, but nothing on screen marks it as paid, so treat any outbound link as one that could earn us money. Our “best” and comparison guides do not score or rank services, and a possible commission never changes which services we list or what we say about them; see the affiliate disclosure.

Platforms like BetterHelp and Talkspace make switching straightforward. For more on this process, see our guide on switching therapists or platforms. Services like Headway, Rula, and Grow Therapy help you explore more options with insurance coverage.

Making Use of What Online Care Does Well

Online therapy is not only a substitute for the office; good providers also use what video and messaging make possible:

Between-Session Communication

• Messaging features: Many platforms offer asynchronous messaging between sessions
• Share in the moment: Send thoughts, insights, or concerns as they arise rather than trying to remember them for your next session
• Process between sessions: Some people find writing to their therapist helps them process experiences
• Update on homework: Share progress on therapeutic exercises or assignments
• Reach out during difficult times: Contact your therapist during challenging moments (within platform guidelines)
• Clarify and continue: Ask questions that arise after sessions or continue conversations that couldn't be completed

The Home Environment Advantage

• Natural comfort: Many people feel more relaxed in their own space than in a clinical setting
• Environmental cues: Your therapist can see glimpses of your real environment, providing context and conversation starters
• Support objects present: Pets, comfort items, and meaningful objects can be part of sessions
• Less formal atmosphere: Reduced formality can support openness for some clients
• No commute stress: Sessions begin without the stress of traveling, parking, or being in unfamiliar settings
• Immediate integration: Insights from therapy can be applied immediately in your real-life context

Flexibility and Accessibility

• Consistent attendance: Easier scheduling often leads to fewer missed appointments, supporting maintaining long-term therapy progress
• Location independence: Attend from different locations while traveling or during transitions
• Expanded options: Access therapists beyond your geographic area, including specialists in specific areas
• Scheduling flexibility: Evening and weekend options may be more available
• Reduced barriers: No childcare needs, physical disability accommodations are built in, social anxiety around waiting rooms is eliminated
• Continuity during changes: Keep your therapist even if you move

Screen as Buffer

For some clients, particularly those who struggle with face-to-face vulnerability, the screen can actually be helpful:

• Some topics are easier to discuss with slight physical distance
• Less intense eye contact can reduce anxiety for some
• The ability to look away without it being obvious can help during difficult moments
• Some clients report feeling less "under a microscope"

Questions to Ask Your Provider

To strengthen your relationship and check that the fit is right, consider asking your provider:

About Their Approach

• "What approach do you typically use, and why?"
• "How would you describe your therapy style?"
• "What's your experience with [my specific concerns]?"
• "What does a typical course of treatment look like?"

About the Relationship

• "How do you handle it when clients disagree with you?"
• "What should I do if something you say doesn't sit right with me?"
• "How will we know if therapy is working?"
• "What's the best way to communicate with you between sessions?"

About Online-Specific Concerns

• "How do you handle situations when a client is struggling with the virtual format?"
• "What's your backup plan if we have technical difficulties?"
• "Are phone sessions an option if video isn't working well?"
• "How do you maintain engagement during online sessions?"

About Crisis and Safety

• "What should I do if I'm having a hard week?"
• "How do you handle crises that come up between sessions?"
• "What's your availability like?"
• "Do you have a policy for same-day or urgent appointments?"

Special Considerations

For Therapy Beginners

If this is your first therapy experience:

• It's normal not to know what to expect or how to "do" therapy
• Ask your therapist to explain anything that's unclear: there's no such thing as a dumb question
• There's no "wrong" way to do therapy: you don't need to perform or have your thoughts perfectly organized
• Your therapist wants to help you feel comfortable and will meet you where you are
• Feeling nervous or uncertain is completely normal and worth discussing
• Many people feel like they should feel better immediately: give it time

For Those with Past Negative Therapy Experiences

If previous therapy didn't go well:

• Share your past experiences with your new therapist: it helps them understand your needs
• Identify specifically what didn't work before so you can watch for different patterns
• This provider is different: try to give them a fair chance rather than assuming history will repeat
• Your wariness is understandable and can be discussed as part of therapy
• You have valuable information about what you need: share it
• Trust your instincts, but also challenge overgeneralized conclusions from past experiences

For Those Who Struggle with Vulnerability

• Start with less threatening topics and work your way deeper gradually
• The screen can actually help: there's some psychological distance that some find protective
• Use messaging to share things that are hard to say aloud
• Go at your own pace: your therapist will meet you where you are
• Discussing your difficulty with vulnerability is itself valuable therapeutic work
• Small vulnerabilities build capacity for bigger ones

For Neurodivergent Clients

• Discuss any sensory needs related to the video format (screen fatigue, audio sensitivity)
• Request accommodations that help you engage: camera off during certain moments, fidget toys, etc.
• Direct communication about needs is appropriate and helpful
• Phone sessions may work better if video is overwhelming
• Ask for clear, explicit feedback if you have difficulty reading social cues

For Couples and Family Therapy Online

• Position cameras so both/all parties are clearly visible
• Discuss whether family members should be on same device or separate devices
• Create agreements about privacy and not listening in during individual portions
• Technical setup may require more coordination but works well once established

Maintaining the Relationship Over Time

Regular Check-Ins About the Relationship

• Periodically discuss how therapy is going: many therapists build this in
• Share both positive feedback and concerns
• Adjust goals as needed over time
• Discuss whether the current frequency and format are still working

Handling Transitions

• Life changes (moving, job changes, relationship shifts) affect therapy: discuss them
• Changes in symptoms or goals may warrant adjusting your treatment approach
• When ready to end therapy, discuss it openly rather than just stopping
• Plan for appropriate ending that honors the relationship and work done together

Online Therapy Platforms

These platforms prioritize helping you find the right therapeutic fit:

• BetterHelp - Large network with easy switching, multiple communication options
• Talkspace - Video and messaging therapy with flexible therapist matching
• Headway - In-network therapists with insurance coverage
• Rula - Insurance-covered care with specialty matching
• Grow Therapy - Wide range of specialties with insurance
• Calmerry - Affordable online therapy

More on building a relationship with your online provider and related topics

• Your First Online Therapy Session: What to Expect
• How to Choose an Online Therapy Platform
• Switching from In-Person to Online Therapy
• Getting the Most from Text/Messaging Therapy
• How to Verify Therapist Credentials
• Maintaining Progress After Therapy
• What to Expect from Online Therapy

What this building a relationship with your online provider guide can and cannot do

Sources

• 988 Suicide & Crisis Lifeline
• SAMHSA: Find help, including the National Helpline (1-800-662-4357) and FindTreatment.gov
• Telehealth.HHS.gov: How do I protect my data and privacy?
• Company websites for the services named in this guide: BetterHelp, Talkspace, Headway, Rula, Grow Therapy, Calmerry.

About the editor of this building a relationship with your online provider guide

The writer and editor of this building a relationship with your online provider guide is Paul Paradis, founder and editor of Telehealth Navigator, who worked for more than two years inside a forensic mental health hospital setting and has seen mental health run through his own life and family. His method is to read the source material most readers don’t have time for, which means SAMHSA program documents, APA and NIMH guidance, and CMS telehealth policy, which he translates into plain English with links to the originals so readers can check the work for themselves. Nothing on this building a relationship with your online provider page is medical advice, because Paul is not a licensed clinician, and our editorial standards explain in full how each guide is researched, reviewed, and updated.