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Starting online CBT with Ieso

You’ve now taken the first step to feel better by beginning your journey with ieso, and we’re hoping to start your treatment as quickly as possible.

You will be matched with a therapist within 14 days from when you completed your questionnaires.

While our clinical team is doing its best to shorten the time you wait, you can download our ‘Online CBT starter pack’, which contains everything you need to know about starting therapy with ieso.

If you are waiting for a video treatment, ahead of your first session make sure your system support our platform by using this link. If you are facing any issues and need support, don't hesitate to get in touch with our patient services.

Should you feel that you need to speak to someone urgently about how you are feeling you can contact the Samaritans on 116 123. Alternatively, if you do not want to talk to someone over the phone, you can access the Shout Crisis Text Line by texting ‘SHOUT’ to 85258. Help and support is available right now if you need it. Should you feel unable to keep yourself safe, you can contact your GP and request an emergency appointment or contact 999.

online CBT

Download our online CBT starter pack

In this pack you will find everything you need to know about online CBT with ieso

  • How CBT works, and info on typed and video therapy
  • How to get started with us: activate your account, set your password and how our platform works
  • Information on the questionnaires you will have to fill in and why we ask for them
  • What to do if you need to reschedule your appointment
  • What happens if you miss your appointment
  • What to expect from your first session
  • What happens between sessions
  • Finishing treatment and moving on

How CBT works

CBT is based on the concept that your thoughts and beliefs (cognitions) affect your behaviour and feelings (behaviours), and that unhelpful thoughts and feelings can trap you in a vicious cycle.

CBT helps you to deal with overwhelming problems more positively and realistically by breaking them down into smaller, more digestible chunks. Your therapist will work closely with you to help you change unhelpful patterns to improve the way you feel and help you to cope with difficult situations.

Rather than focusing on issues from your past, CBT deals with your current problems and teaches you new skills that you can apply to your everyday life. The overall aim of CBT is keep using the new skills you learn in order to prevent your problems from having a negative impact on your life, even after you have completed treatment.


  • What to expect from CBT with Ieso?

    Cognitive behavioural therapy is slightly different from some other talking therapies you might have seen or experienced. It’s very practical, focused on your life right now and does require you to try out some new ways of thinking and acting between sessions. We often do this by going through techniques using worksheets.

    • Based on the ‘here and now’
    • No right or wrong answers
    • Thinking and tasks to do between sessions
    • Questionnaires to fill in before each session
  • How does typed therapy work?

    Typed CBT is exactly the same as face-to face in almost every way - you will work 1:1 with your therapist but the conversation is typed, similar to using Whatsapp or iMessage. Research shows that you are just as likely to feel better with typed therapy, and many find it easier to be open.

    Unlike face-to-face and telephone conversations, you have time to reflect on the question and think about an answer in your own time. The act of typing an answer means that the process becomes more structured, giving you time to develop your thoughts before sending.

    Because therapy is text-based you can keep a copy of each conversation. You can access these transcripts at any time, allowing you to revisit and reflect on the important conversations you had.

    Typed therapy might suit you if you:

    • enjoy chatting to friends and family on social media or messaging services
    • don’t have a private space where you can speak without being overheard
    • would find it hard to open up in a video call where your therapist can see you
    • don’t have a good internet connection.
  • How does video therapy work?

    Video CBT (where available) is also very similar to face-to face therapy but instead of sitting in a room together, you talk via video with your therapist, like using FaceTime or Zoom.

    The audio recording of each video session is stored for you in your account so you can re-listen to all your therapy conversations whenever you want, including after you’ve completed therapy.

    Video therapy might suit you if you:

    • like to express yourself with body language and facial expressions
    • have a good internet connection and a room where you can talk out loud without being overheard
    • don’t like typing or find it very difficult to express yourself by writing things down.
  • Why do I have to complete questionnaires?

    Before we can offer you therapy and schedule your first appointment, we need you to complete four questionnaires. You’ll also complete questionnaires just before each therapy session.

    When you apply for therapy you’ll complete three questionnaires: the PHQ-9, the GAD-7 and the SAQ.

    Just before each therapy session you’ll complete the PHQ-9, GAD-7, WSAS and phobia questionnaires and an Employment and Medication questionnaire.

    If you are experiencing a specific anxiety disorder (for example, social anxiety) we will ask you to complete a questionnaire specific to that disorder.

    As CBT is a short term and goal-based therapy, therapists seek to measure their patient’s progress to see if certain symptoms are getting better. If symptoms are “stuck” or are getting worse this can inform treatment.

  • How to find and complete the questionnaires?

    All questionnaires to completed will be flagged on the home screen of the Ieso therapy website.

  • What is the PHQ-9 Questionnaire?

    This is the “Patient Health Questionnaire – 9” and relates to depression.

    It is a validated questionnaire that asks you how often you have been bothered by 9 specific symptoms of depression.

    The results of your questionnaire:

    • 0–4: indicates ‘typical’ levels of mood
    • 5–9: may indicate mild symptoms of depression
    • 10–14 may indicate moderate symptoms of depression
    • 15–19 may indicate moderately severe symptoms of depression
    • 20–27 may indicate severe symptoms of depression

      Your therapist will discuss your individual scores with you.
  • What is the GAD-7 Questionnaire?

    This is the Generalised Anxiety Disorder Assessment.

    This questionnaire asks you how often you have been bothered by 7 specific symptoms of Generalised Anxiety Disorder. This can give a general indication of the anxiety that you may be experiencing and if you are experiencing a specific anxiety disorder you will be asked to complete a more specific questionnaire for that disorder.

    The results of your questionnaire:

    • 0 – 4: no anxiety
    • 5-9: may indicate mild symptoms of anxiety
    • 10-14: may indicate moderate symptoms of anxiety
    • 15-21: may indicate severe symptoms of anxiety

      Your therapist will discuss your individual scores with you.
  • What is the Self-Assessment Questionnaire?

    This is a longer questionnaire where you are encourage to write notes to help us plan your treatment and match you with the right therapist.

    This questionnaire asks you about the difficulties that you are experiencing, how long they have been a problem for and if you have had any previous help.

    Try to find some time and space to be able to reflect on your difficulties in order to complete this questionnaire as it may help you to start your CBT journey which is all about understanding and changing your difficulties.

    The questionnaire ensures you receive the right support and can help your therapist start to consider which type of common mental health disorder you may be experiencing and to start to tailor your treatment.

  • How to schedule my first session?

    Once you have completed your questionnaires and we’ve checked that we are the right service for you, you will be allocated a therapist who will send you a message via the Ieso therapy website to introduce themselves and schedule a first appointment.

    • If this session date and time works for you click “accept” when you receive the official invitation as soon as possible. Where possible,your first appointment will be offered at short notice to enable you to get started quickly. Going forward, please accept each appointment more than 48 hours before it is due to start, otherwise it will be cancelled.
    • If you are unable to make this session click “reject” and message your therapist.

    If you haven’t received an initial therapy appointment within 5 working days of completing your questionnaires please check your spam folder and try logging into the Ieso therapy website to see if there is a message waiting for you. Call us on 0800 074 5560 if you can’t find any emails or messages from your therapist at all.

  • How to get ready for my first session?

    Whether you are receiving therapy with us via typing or video, getting set up is easy, but there are a few more steps to consider for video therapy.

    How to join a typed therapy session:
    If you are receiving typed therapy: Make sure you can access your online account, see the appointment and the ‘join’ button and have a good WiFi connection.

    How to join a video therapy session:
    If you are receiving video therapy:In addition to the steps for typed therapy, you’ll be asked to go through the following when you join your first appointment:

    1. Click ‘Allow’ to enable your microphone
    2. Click ‘Allow’ to enable your video
    3. Click ‘Accept’ recording’, if prompted

    You might find it helpful to review a video of these tasks and more settings and functions you’ll use during your video therapy sessions: Video therapy guide.

  • What to expect at my first session?

    When the time comes for your first appointment, log on to the Ieso therapy website and the appointment will be on your home page. Please click “join”.

    If you are receiving typed therapy:
    You’ll see an area to type and receive typed messages. You are welcome to start the conversation or your therapist will message you to say hello and introduce themselves.

    If you are receiving video therapy:
    You’ll see an area to type - if you’re ready to start, type ‘hello’ and your therapist will invite you to join the video call by clicking the “Connect to Video Call” button at the bottom.

    Your therapist might give you some more information about Ieso and give an overview of how the session will go. They may spend time getting to know you and the situation you’re in. CBT is a very active process, and it’s also highly collaborative, with you and the therapist working as a team. However, initially they might be asking you lots of questions to help them understand what you are experiencing.

    Your therapist might ask:

    • “What is the problem that brought you to CBT?”
    • “How often do you experience it?”
    • “Where and when do you experience it?”
    • “How long has it been a problem for?”

    You may be asked to briefly share your past experiences including your childhood, but the main focus of your CBT sessions will be on the ‘here and now’.

  • What to do if you want to change your therapist?

    You will be allocated to a qualified therapist who is trained and duty bound to act professionally and in service of your best clinical interests. If you would prefer to be allocated to a different therapist please contact us via email:

  • What happens if I miss my appointment or forget to cancel?

    If you don’t attend a session or cancel a session with less than 48 hours notice more than once while you are in therapy with us, we may pause your treatment and discharge you from therapy - but you should be able to restart at a later date if you want to, when you are able to commit to regular sessions.

  • How can I speak to someone about my account or therapy sessions?

    You can contact a member of our team either on 0800 0745560 or by email We're available Monday - Friday from 9am - 5.30pm to answer any questions or concerns you have about your account. Unfortunately, our phone lines are managed by an administrative team who are not clinically trained.

    If you're in crisis:

    • Call 111 - if you urgently need medical help or advice but it is not a life threatening situation
    • Call 999 - if you or anyone else is in immediate danger or harm
    • Call the Samaritans 24 hours a day on 116 123

In an emergency
Call 111 - if you urgently need medical help or advice but it is not a life threatening situation
Call 999 - if you or anyone else is in immediate danger or harm
Call the Samaritans 24 hours a day on 116 123