Is Online Therapy Better Or Worse For Client Engagement?

Over the past few years, the rise of telehealth has revolutionized mental health treatment. While many assumed that face-to-face interactions would always be more effective, a growing body of evidence shows that telehealth can actually increase client engagement and retention—sometimes dramatically.

From reducing stigma to breaking down logistical barriers, telehealth therapy is helping people not only show up, but stay in therapy longer and engage more deeply. Here's why.

1. Convenience & Privacy Reduce Barriers, Boost Commitment, and Increase Client Engagement

Why it works:Telehealth removes many logistical obstacles—like commuting, taking time off work, or arranging childcare—that can make attending therapy difficult. It also offers the privacy and comfort of home, which is a game-changer for those who may feel stigmatized or anxious about seeking help.

Key Statistics:

• A JAMA Psychiatry (2022) study found that telehealth led to a 20% increase in appointment attendancecompared to in-person care.

• A study in Psychiatric Services reported that 60% of patients with substance use disorders felt more comfortable using telehealth because of reduced stigma and increased privacy.

• A retrospective analysis showed that attendance in adult outpatient programs rose by up to 30.2% after implementing telehealth, especially for those in lower-income brackets.

Real-Life Scenarios:

• Sarah, a single mom working two jobs, frequently missed therapy due to time constraints and a lack of childcare. Now, she attends sessions during lunch breaks from her car—something that wouldn’t be possible in a traditional setup.

• Marcus, in recovery from opioid use disorder, avoided his local clinic due to the fear of being recognized. With telehealth, he finally felt safe enough to start therapy and has been consistent ever since.

  
  

2. Lower No-Show Rates and Improved Session Attendance in Kentucky Online Therapy

Why it works:When therapy fits into daily life more easily, clients are less likely to skip or cancel. Telehealth minimizes friction—no transit, no traffic, no weather disruptions.

Key Statistics:

• Patients using telehealth attended 26% more sessions and were five times less likely to cancel or no-show compared to in-person sessions (PubMed, 2024).

• Another study saw no-show rates drop from 18.1% to 15.3% when clinics adopted telehealth visits, particularly via phone (PubMed, 2022).

Real-Life Scenario:

• Alex, who struggles with depression, often missed appointments due to low motivation and transportation issues. With telehealth, he now consistently attends therapy from his couch.

  
  

3. Flexible Scheduling Makes Therapy More Doable

Why it works:Telehealth allows therapists to offer appointments outside the standard 9-to-5, which better suits people with demanding or irregular schedules.

Key Statistics:

• A 2022 Zocdoc survey found that 45% of patients chose telehealth because of more flexible scheduling.

Real-Life Scenario:

• Derek, who works rotating night shifts, couldn’t find consistent in-person appointments. His therapist now sees him at 8 PM via video chat—something that was never an option before.

  
  

4. More Frequent Check-Ins Build Momentum

Why it works:Because virtual sessions are easier to coordinate, some clients opt for more frequent, shorter check-ins. This keeps the therapeutic relationship fresh and responsive.

Key Statistics:

• The Journal of Psychiatric Services found that patients using telehealth were 20% more likely to stay in treatment over six months.

Real-Life Scenario:

• Maria, recovering from alcohol use disorder, checks in twice a week with her counselor via video. These frequent contacts keep her accountable and grounded in her recovery.

  
  

5. Expanded Access to Specialized Providers

Why it works:People in rural or underserved areas often struggle to find the right therapist. Telehealth widens the net, giving clients access to specialists far outside their ZIP codes.

Key Statistics:

• According to the National Rural Health Association, 60% of rural Americans live in mental health provider shortage areas, but telehealth is helping bridge that gap.

Real-Life Scenario:

• Alex, a young queer man living in a conservative rural area, found an LGBTQIA+-affirming therapist in Lexington. Weekly telehealth sessions have provided him with affirming care he couldn't get locally.

  
  
  
  

  

  6. Familiar Environments Help Clients Open Up

Why it works:Being in a familiar space—like a bedroom or office—can help clients feel safer and more relaxed, encouraging emotional openness.

Real-Life Scenario:

• Nina, a trauma survivor, found therapist offices too triggering. Now she joins sessions from a cozy, pet-filled room at home and has been able to share more than she ever did before.

  
  

7. Smoother Transitions During Life Changes

Why it works:People don’t have to pause therapy when moving cities, traveling for work, or experiencing major life shifts. This continuity keeps progress from stalling.

Real-Life Scenario:

• Omar moved across the country for graduate school. Thanks to telehealth, he didn’t have to find a new therapist or start over. He’s stayed consistent during one of the most stressful times of his life.

  
  

8. High Patient Satisfaction and Preference for Telehealth

Why it works:People genuinely like it. That satisfaction translates into higher rates of follow-through and commitment.

Key Statistics:

• A national survey by MHQP found that 79% of patients were satisfied with telehealth, and 73% planned to continue using it after the pandemic.

• The J.D. Power 2022 U.S. Telehealth Satisfaction Study reported that 94% of users would “definitely” or “probably” use telehealth again.

• 57% of people said they prefer telehealth for regular mental health care (MobiHealthNews, 2022).

  
  

Final Thoughts

Telehealth therapy isn’t just a substitute for in-person care—it’s a powerful tool that removes barriers, increases comfort, and encourages engagement in ways that traditional therapy sometimes can’t. While it may not be ideal for every client or every situation, the research and real-life stories speak for themselves: for many people, telehealth makes therapy more accessible, more consistent, and more effective.