Effective Date: November 2026

Springwell Counseling

Social Media Policy

1. Purpose

Springwell Counseling’s social media presence is intended to increase awareness of the practice, share helpful mental health education, introduce our services and clinicians, and make it easier for people to learn how to connect with us.

Our content will reflect Springwell’s values of compassion, professionalism, respect, and accessible mental health support.

2. Content Guidelines

Content may include:

• General mental health education and wellness tips

• Encouraging quotes and reflection prompts

• Introductions to clinicians and staff

• Information about counseling services and treatment approaches

• Practice updates, workshops, and announcements

• Office photos and behind-the-scenes content

• Information about in-person and telehealth services

All content should use a warm, welcoming, and professional tone. Educational content is intended for general informational purposes and does not replace individualized mental health care or professional advice.

3. Privacy and Confidentiality

Protecting the privacy of clients is a priority.

• No client names, photographs, testimonials, or identifying information will be shared without appropriate authorization and approval.

• Staff should not confirm or disclose whether an individual is a client of Springwell.

• Photos and videos taken at the office must be reviewed to ensure that confidential information, client records, appointment schedules, and other sensitive details are not visible.

• Staff should not discuss client cases or confidential information through social media.

• Any content involving clients or their experiences must receive appropriate review and authorization before publication.

4. Comments and Direct Messages

Springwell’s social media accounts are public communication channels and are not intended for clinical care or emergencies.

• General questions about services may receive a brief response directing individuals to the practice’s official contact methods.

• Staff will not provide diagnoses, individualized treatment advice, or counseling through comments or direct messages.

• Messages containing personal or sensitive health information should be redirected to an appropriate, secure communication channel.

• Staff will not confirm whether someone is a client through public comments or private messages.

• Messages indicating an immediate crisis should receive an appropriate, established crisis-response message. Social media is not monitored as an emergency service.

5. Professional Boundaries

Springwell staff should maintain appropriate professional boundaries online.

• Staff should not engage in clinical relationships with clients through personal social media accounts.

• Friend requests, follows, and other online interactions with current or former clients should be handled in accordance with professional ethics and practice policies.

• Staff should not post content that compromises client confidentiality or the professional reputation of Springwell.

• Any potential conflicts of interest or boundary concerns should be brought to practice leadership.

6. Account Management and Publishing

Social media content will be prepared and published by authorized personnel.

• Posts should be reviewed and approved by the designated practice contact before publication.

• Only approved individuals may access Springwell’s social media accounts.

• Account passwords and access credentials must be stored securely and never shared through public or unsecured channels.

• Content should use approved branding, accurate service information, and appropriate imagery.

• Any errors, privacy concerns, or inappropriate posts should be reported to practice leadership promptly.

7. Comments, Reviews, and Community Engagement

Springwell aims to maintain a respectful and supportive online presence.

• Comments should be handled professionally and respectfully.

• Spam, harassment, threats, and inappropriate content may be hidden, removed, or reported where platform tools permit.

• Staff should not argue with users or disclose confidential information when responding to criticism or reviews.

• Responses to reviews must not confirm or imply that the reviewer has received services from Springwell.

• Concerns that require a more detailed response should be directed to practice leadership.

8. Accuracy and Ethical Communication

All published content should be accurate, respectful, and consistent with Springwell’s professional standards.

• Content must not guarantee outcomes or make misleading claims about counseling services.

• Quotes and professional attributions should be verified before publication.

• Staff credentials, specialties, services, and workshop details must be accurate and current.

• Educational content should avoid stigmatizing language and respect individual differences.

• Photos, graphics, and other creative materials must be used with appropriate permission or licensing.

9. Policy Review

This policy should be reviewed periodically and updated as needed to reflect changes in practice operations, professional standards, applicable laws, and social media platforms.

Questions about this policy should be directed to Springwell Counseling’s designated practice leadership.

This policy is intended as a general operational guideline and should be reviewed by Springwell leadership and, where appropriate, its compliance or legal adviser before adoption.