Introducing a "Concierge Service" to our counseling room

Introduction

The Cognitive Behavioral Therapy Counseling Center has decided to launch a "Concierge Service."

Today, I would like to talk about the background behind why we are starting such a service.

Counseling can sometimes create a sense of difficulty in speaking up

Many counseling rooms are operated by individuals.

Therefore, it basically proceeds as a one-on-one relationship between

the "client" and the "counselor."

of a one-on-one relationship.

Of course, that in itself is not a bad thing.

Rather, it is a very important structure for building a relationship of trust and creating an environment where one can speak with peace of mind.

On the other hand, as the relationship continues, feelings such as

"There is actually something I am a little concerned about"

"There is something I want to ask, but it is hard to ask"

"I cannot say it directly to my assigned therapist"

can sometimes arise.

While counseling values an equal relationship, in reality, it is not uncommon for clients to feel hesitant or overly considerate toward the professional.

As a result,

"I was actually unable to convey what I was struggling with"

"I ended up continuing to attend while holding onto lingering doubts"

"I ended up quitting without being able to fully utilize the service"

Such things can also happen.

We would like to reduce such situations as much as possible.

Features unique to our center

The Cognitive Behavioral Therapy Counseling Center is a little different from typical private practice counseling offices.

There are clients,
there are counselors,
and there is an operations headquarters.

In other words,

'Clients',
'Counselors',
'Operations Headquarters'

these three parties exist.

Also, while many services have been automated in recent years, we intentionally leave many parts where people are involved at our center.

We handle appointment management and counselor coordination while keeping human oversight as much as possible.

This has some disadvantages if you only consider efficiency.

However, the work of counseling is built upon the relationship between people.

That is precisely why we want to leave room for human intervention where necessary.

What is the Concierge Service?

To put it simply, the concierge service we are introducing this time is

'a consultation window separate from the counselor'

.

Through our official LINE account, we plan to accept:

・Consultations regarding appointment changes
・Coordination for sudden schedule changes
・Consultations about things that are difficult to say directly to your assigned counselor
・Requests or opinions for the management
・Consultations regarding changing your assigned counselor

and so on.

For example,

"I am actually struggling with this kind of thing"

"I would like you to convey this to the person in charge"

"I would like to consult a little about the current approach"

You are welcome to share content such as this.

Of course, the concierge will not be conducting the counseling themselves.

However, we hope to serve as a bridge to make counseling easier to use.

Not everything is positive

However, this service also has its challenges.

For example, if it becomes too easy to change the person in charge, problems that could have been resolved through discussion might be avoided instead.

There is also a possibility that the framework of counseling itself could become ambiguous.

Therefore, we do not view the concierge service as a "window to solve everything."

Rather,

"a supplementary mechanism to make counseling easier to utilize"

is how we position it.

Moving forward, we plan to make improvements and revisions as necessary while listening to the feedback of our users.

Finally

Receiving counseling is by no means an easy thing to do.

For those who have gathered the courage to apply,

"I'm glad I used it"

"I'm glad I consulted with you."

We want you to feel this way.

To that end, we want to provide as much support as possible, not only from the counselors but also from the management headquarters.

This concierge service is one such initiative.

There is no usage fee.

If there is a situation where you need it, please do not hesitate to use it.

We will continue to create an environment that is easier to use and where you can consult with peace of mind.