I Tried Online Therapy at BetterHelp Here’s What I Thought

I wanted to see if the online therapy giant is worth the hype.

As a psychotherapist who has experienced depression, trauma, and grief, I have a deep personal and professional interest in therapy services. Online therapy services like BetterHelp offer both excitement and concern. On one hand, they provide a convenient option for therapy-seekers, potentially overcoming barriers to accessing care. On the other hand, the intersection of mental health and big tech raises significant client privacy concerns. This article delves into the world of BetterHelp, aiming to provide insights into the quality of care, professionalism of providers, and its comparability to in-person therapy.

Exploring BetterHelp

Before diving into my firsthand experience with BetterHelp, it’s essential to understand what this platform offers. Founded in 2013 and acquired by Teladoc in 2015, BetterHelp is the largest therapy platform globally, with a mission to make therapy accessible, affordable, and convenient. Its app-based format and chat sessions make therapy more accessible to a broader audience, though it comes at a monthly cost, typically around $360, with no insurance acceptance. However, it offers unlimited messaging with therapists between sessions and financial assistance.

BetterHelp’s popularity has soared, driven in part by its advertisements on various media platforms. While praised for accessibility and affordability, BetterHelp has faced criticism and data-sharing allegations. In 2021, it was revealed that BetterHelp shared user data with Facebook, raising concerns about client privacy. The Federal Trade Commission proposed an order in March 2023 to prohibit BetterHelp from sharing personal client data with third parties, emphasizing the importance of maintaining client confidentiality.

Signing Up for BetterHelp

BetterHelp’s homepage presents a straightforward and welcoming interface, promoting the idea that “you deserve to be happy.” The sign-up process is efficient, beginning with selecting the type of therapy desired, whether individual, couples, or teen therapy. Although choosing an option redirects users to sister sites like ReGain or Teen Counseling, the main focus remains on individual therapy.

The intake questions during sign-up delve into various aspects of the client’s life, including gender identity, sexuality, age, relationship status, and spiritual beliefs. Questions about expectations from the therapist help match users with the right provider, offering options like a therapist who listens, explores the past, teaches new skills, or guides goal-setting. Clients are also encouraged to describe in their own words why they are seeking therapy, enhancing the personalization of care.

Additional questions address physical health, eating habits, and emotional well-being. Notably, BetterHelp takes suicidal ideation seriously, providing crisis resources and information on low-cost or pro bono therapists in the client’s area.

However, the cost is not revealed until after completing the intake questions, which could potentially deter some users. BetterHelp does not accept insurance and does not provide superbills for reimbursement, making payment solely out-of-pocket.

Matching With a Therapist

Once the intake process is complete and payment information is submitted, users are matched with a therapist, typically within 24 to 48 hours. The matching process takes into account the client’s preferences and needs, such as gender and specialty. Clients also have the option to choose their therapist manually from a selection of providers, each with different qualifications and specialties.

The flexibility to select one’s therapist or use the matching service allows for a personalized approach to care. However, during my experience, I noticed a limited number of therapists of color available for selection, which could be a concern for clients seeking diversity in their care.

My First Therapy Session

In my initial therapy session with BetterHelp, I chose a video session that lasted approximately 45 minutes. I received timely reminders for the session, both via email and text. My therapist’s punctuality was slightly affected by a brief delay, but she quickly resolved it and demonstrated professionalism throughout the session.

During the session, my therapist exhibited strong skills in establishing rapport and attentiveness to my concerns. She explored the root causes of my stress and provided practical tools for coping. Overall, the experience was positive and reassuring, aligning with the quality of care I expected.

Switching Therapists

Changing therapists on BetterHelp is a seamless process, offering users the flexibility to find the right fit. A user can switch therapists instantly by clicking on account information and selecting “Change Therapist.” Similar to the initial intake, clients can specify their preferences for a new therapist.

My Second Therapy Session

For my second therapy session, I opted for chat-based therapy, curious to explore how it compared to in-person sessions. The session was scheduled for 8 am, and I inquired about the logistics with my therapist via chat a few minutes before the scheduled time. However, our session started five minutes late, and the delay was not acknowledged by the therapist.

Chat-based therapy presented distinct challenges. The messages were brief, informal, and lacked the depth and engagement found in in-person sessions. While the therapist explored my stressors and provided cognitive-behavioral therapy worksheets, the lack of visual or auditory cues made it difficult to establish a meaningful connection. The experience felt disconnected, especially for someone in severe distress.

Data Concerns

During the chat session, I mentioned that my therapist was based in St. Louis, Missouri. Curiously, shortly after the session, I noticed St. Louis-related content on my social media feed, sparking concerns about data privacy and security. Although this might be coincidental, it raised questions in light of BetterHelp’s history of data-sharing allegations.

Pros & Cons

Pros of BetterHelp:

1. Ability to choose or be matched with a therapist.

2. Convenient and quick access to therapy.

3. Great availability, often starting therapy within a day or two.

Cons of BetterHelp:

1. Lack of insurance acceptance.

2. Concerns surrounding client data privacy.

3. Chat-based therapy is not comparable to in-person sessions.

4. Potential therapist tardiness and unprofessionalism.

While BetterHelp offers convenience and accessibility, my experience raised concerns about its ability to deliver care on par with in-person therapy. The chat-based session felt impersonal, and data privacy issues were unsettling. For those seeking general support, who are well-resourced and not in crisis, BetterHelp may offer a suitable option. However, it falls short of replicating the in-person therapy experience.

BetterHelp’s reputation is mixed, with some users reporting positive experiences while others highlight areas of improvement. As someone with a professional background in psychotherapy, my standards for care may be more rigorous than the average user’s. Ultimately, I recommend BetterHelp to some but not all, suggesting careful consideration of expectations and privacy concerns.