Question 1

What is Psihotron and what do you offer?

Accepted Answer

Psihotron.ba is the first and one of the fastest-growing mental-health platforms in Bosnia and Herzegovina. We connect you with the right professional – a psychotherapist, psychologist, psychiatrist, counselor, supervisor, educator, or coach. We offer individual counseling and psychotherapy sessions, online and in person, in Bosnian, Croatian, Serbian, English, and German, with no long waiting lists. Some professionals also run group programs and workshops, and we offer companies trainings and employee support programs.

Question 2

How is Psihotron different from platforms like BetterHelp?

Accepted Answer

Psihotron began as a local initiative – founded by a psychotherapist to build a community of professionals that nurtures professionalism, ethics, and a human approach. Unlike large international platforms focused primarily on growth and profit, we have grown into the largest independent therapeutic community in B&H. We are especially meaningful for people from B&H and the region living abroad who want to talk with a professional who understands their language, culture, and life context.

Question 3

Who are the professionals on the platform and how do you vet them?

Accepted Answer

The platform hosts psychologists, psychotherapists, psychiatrists, psychoanalysts, counselors, social workers, coaches, and other professionals with completed specialist studies and training in mental health. Before joining, every professional goes through a verification process that includes confirmation of identity, qualifications, training, and professional experience.

Question 4

What can I talk about with a professional?

Accepted Answer

No concern is “too small” to seek support for. Our professionals help with anxiety, depression, stress, trauma, challenges in relationships and family dynamics, loss, self-esteem, career dilemmas, and many other areas of life.

Question 5

Who can use Psihotron's services?

Accepted Answer

Services are intended for adults. Minors may use the services with the consent of a parent or guardian, who should book the first session and attend the initial meeting when needed. Important: online psychotherapy is not a substitute for emergency medical or psychiatric care. If you are in acute crisis or there is any risk to your health or safety, contact your local emergency services immediately.

Question 6

How do I get started and book my first session?

Accepted Answer

Getting started is simple. After you choose a professional who suits you, you create a free account (only basic details and an email are required). Once you book and complete payment, you receive everything you need for the session, including the online meeting link or arrival details for in-person sessions.

Question 7

What should be done if a person is experiencing suicidal thoughts, urges to self-harm, or a serious psychological crisis?

Accepted Answer

If you are experiencing intense suicidal thoughts, have a plan or intention to harm yourself or another person, feel an urge to self-harm, are experiencing a serious deterioration in your mental state, or feel that you are currently unsafe, a regular online psychotherapy session is not a sufficient form of support.

In such a situation, it is important to seek immediate professional assessment as soon as possible. You can:

* call **Emergency Medical Services – 124**;
* go to the nearest emergency medical service or emergency department;
* contact or visit the **nearest Mental Health Center**;
* contact the nearest psychiatric service or psychiatry clinic.

If you are in Sarajevo, the KCUS Clinic of Psychiatry provides 24-hour services, including emergency psychiatric admissions. The KCUS main switchboard can be reached at **+387 33 297 000**, and the Clinic of Psychiatry at **+387 33 297 359 / +387 33 297 231**.

If there is an immediate risk to life or safety, do not wait for your next psychotherapy appointment and do not use an online consultation as a substitute for emergency medical or psychiatric care.

Once the acute crisis has stabilized and appropriate medical support has been provided, psychotherapy can be an important part of ongoing treatment and support.

Question 8

What situations are urgent consultations intended for?

Accepted Answer

Urgent consultations are intended for situations in which a person experiences a sudden worsening of their mental state, intense anxiety, panic symptoms, severe emotional overwhelm, an acute stress reaction, a crisis situation, or a need for prompt professional assessment and support.
Their purpose is to provide a timely professional assessment of the current situation, emotional stabilization, recommendations for next steps, and, when necessary, referral to the most appropriate form of further support.
Urgent consultations are not a substitute for emergency medical or psychiatric intervention. If there is an immediate risk of suicide, self-harm, harm to another person, a serious loss of contact with reality, or another situation in which the person’s safety is at risk, emergency medical services or the nearest psychiatric facility should be contacted immediately.

Question 9

What payment methods can I use to book a session?

Accepted Answer

Available options: Monri online card payment (Visa, Mastercard, and other supported cards) and payment via bank transfer / payment slip. For clients outside B&H we recommend Monri online payment, as it offers the fastest booking confirmation and easy payment from any country. With bank-transfer payment, the booking becomes valid only after the payment is recorded, so processing can take a little longer.

Question 10

Does health insurance cover the cost of therapy?

Accepted Answer

Professionals set their own prices. Most work in private practice and their services are generally not covered by basic health insurance. If you have supplementary insurance that reimburses psychotherapy costs, you can request a confirmation and an invoice that Psihotron issues for reimbursement purposes.

Question 11

Is privacy guaranteed during psychotherapy sessions?

Accepted Answer

Yes. Our psychotherapists work professionally and ethically and are required to follow the ethical code of their profession. Everything a client shares during a psychotherapy session is treated as confidential and must not be disclosed outside the therapeutic relationship without the client’s prior consent.
If there is a need to share certain information with another professional, this is done only with the client’s consent and when doing so is in the client’s best interest.

Question 12

In what situations may information about the therapeutic process be shared?

Accepted Answer

Information about the therapeutic process may be shared only in clearly justified situations and with the highest possible level of protection of the client’s privacy. This includes situations in which the client has given consent, when consultation with another professional is in the client’s best interest, and within professional supervision, where the client’s identity and personal information are protected as much as possible.

If the therapeutic process is terminated at the therapist’s request, the responsible Psihotron staff members must be informed of the termination. However, even in such cases, only the information necessary to understand the situation and determine the appropriate next steps may be shared, without unnecessarily disclosing the content of therapy sessions.

Exceptions to confidentiality may also apply when there is a serious and immediate risk that the client may harm themselves or another person, when there is suspected abuse or neglect that is subject to mandatory reporting, or when disclosure is explicitly required by law or ordered by a competent authority.

In all such situations, only information that is necessary and relevant may be shared.

Question 13

Are psychotherapy sessions confidential when a company funds or arranges psychotherapy support for its employees?

Accepted Answer

Yes. Psychotherapy sessions remain confidential even when a company funds or arranges psychological support for its employees. The employer does not have access to the content of the sessions, the topics discussed with the therapist, diagnoses, or other personal information from the therapeutic process.

If agreed as part of the cooperation, the company may receive only general and anonymized information, such as the total number of sessions used or aggregated data that does not allow an individual employee to be identified.

A client’s identity or information from the therapeutic process may be disclosed only with the client’s explicit consent or in exceptional situations where there is a legal obligation to act, such as when there is a serious and immediate risk to the safety of the client or another person.

The fact that a company funds psychotherapy does not give it the right to access the content of therapy sessions.

Question 14

Does a psychotherapist on the Psihotron platform have the right to terminate the psychotherapy process before it is completed?

Accepted Answer

Yes. A psychotherapist on the Psihotron platform has the right to terminate the psychotherapy process before it is completed, but such a decision must be professionally and ethically justified.

Termination may occur, among other reasons, when the therapist determines that they are no longer able to provide appropriate professional support, when the client’s needs exceed the therapist’s scope of competence, when a different form of treatment or another professional is required, when there are serious difficulties in maintaining professional boundaries or the therapeutic framework, or when the agreed rules of cooperation are repeatedly not respected.

A therapist may also terminate the process when the therapeutic relationship involves repeated insults, humiliation, threats, aggressive behavior, or other conduct by the client that seriously compromises safety, professional boundaries, or the possibility of continuing effective therapeutic work.

The emergence of strong emotional feelings, including falling in love with or experiencing sexual attraction toward the therapist, does not in itself have to be a reason for terminating therapy and may represent important material for therapeutic work. However, if such feelings are expressed through sexual propositions, sexually suggestive comments, inappropriate messages, attempts to establish an intimate relationship, or repeated violations of professional boundaries despite the therapist having clearly set those boundaries, the therapist has the right to determine that continuing the therapeutic relationship is no longer possible or is not in the client’s best interest.

The therapeutic process may also be terminated due to circumstances on the therapist’s side that make continuation impossible, such as prolonged absence or other justified professional reasons.

Whenever possible, the therapist should inform the client in advance, discuss the termination with them, explain the reasons to the extent that this is professionally appropriate, and, when needed, recommend continuing therapy with another suitable professional.

If the process is terminated at the therapist’s initiative, the responsible Psihotron staff members should be informed of the termination. Only the information necessary for appropriate handling of the situation should be shared, while protecting the client’s confidentiality and privacy.

Question 15

How can I book, reschedule, or cancel an appointment on the Psihotron platform?

Accepted Answer

You can book an appointment directly through the Psihotron platform by selecting a therapist and an available time that suits you. After successfully booking your appointment, you will receive a confirmation and a reminder before the session.

If you wish to reschedule or cancel an appointment, you must do so in accordance with the cancellation policy stated on the platform. If an appointment is not cancelled at least 24 hours in advance, or if the client does not attend the scheduled session, the rules regarding payment for missed appointments will apply.

If you are late, the session will generally still end at the originally scheduled time so that the therapist’s following appointments are not affected.

Question 16

How does payment for a psychotherapy session work?

Accepted Answer

Payment for sessions is made through the Psihotron platform using the available payment methods. Payments are processed through the secure Monri payment system, and Psihotron does not store your payment card details. For clients residing in Bosnia and Herzegovina, bank transfer payment is also available.

An appointment is considered confirmed once the booking and payment process has been successfully completed, where advance payment is required.

If your payment has been charged but the appointment has not been confirmed by email or does not appear in your platform profile, please contact Psihotron support so that we can promptly verify the transaction and resolve the issue.

After payment, the client will receive confirmation of the completed payment in accordance with our business procedures and applicable regulations.

Question 17

How is an online psychotherapy session conducted, and what happens if technical problems occur?

Accepted Answer

For an online session, you will need a device with a camera and microphone, a stable internet connection, and a quiet, private space where you can speak without interruption.

You can access the session via the link or option available through the Psihotron platform, according to the instructions you receive after booking. We recommend joining a few minutes early to check your internet connection, camera, and microphone.

If technical difficulties occur before or during the session, try reconnecting or contact Psihotron support. If the session cannot take place due to a technical issue on the therapist’s side or with the platform, an appropriate solution will be arranged, including continuing the session or scheduling a new appointment.

Question 18

How can I manage my user account, and who can I contact if I need help?

Accepted Answer

Through your user profile, you can view your scheduled appointments and the information associated with your account. Certain personal details can be updated directly through your profile, while for other changes you may contact Psihotron support.
If you have forgotten your password, you can use the password reset option on the login page.
The Psihotron platform can be accessed from a computer, tablet, or mobile phone and can also be used from other countries. When booking an appointment, always check the displayed appointment time and time zone.
If you experience any issues with booking, payment, accessing your session, or your user account, please contact Psihotron support using the email details provided on the platform.

Question 19

How far in advance do I need to cancel or reschedule an appointment to avoid being charged for a missed session?

Accepted Answer

For your payment to remain valid for a new appointment, or for you to be eligible for a refund, the scheduled session must be cancelled or rescheduled at least 24 hours in advance.

If the appointment is cancelled or rescheduled less than 24 hours before the scheduled session, or if the client does not attend the appointment, the payment will be considered used and cannot be transferred to a new appointment or refunded.

The 24-hour policy allows the therapist to make the appointment available to another client in a timely manner.

Question 20

Can in-person psychotherapy sessions be paid for directly to the psychotherapist?

Accepted Answer

No. All bookings and payments for psychotherapy sessions, including in-person sessions, must be made exclusively through the Psihotron platform.
Booking appointments or making payments directly to the psychotherapist outside the platform is not permitted. This ensures proper records of appointments and payments, protects both the client and the therapist, and ensures compliance with the Psihotron platform rules.
If a booking or payment is made outside the platform, the psychotherapist may be subject to contractual consequences or applicable fees.

Question 21

Are there any restrictions for clients who frequently cancel or reschedule their appointments?

Accepted Answer

Yes. Psihotron may introduce certain restrictions for clients who frequently cancel or reschedule their appointments, particularly when this pattern is repeated and significantly affects the therapist’s schedule and the availability of appointments for other clients.

Separately, repeated failure to attend scheduled appointments without prior cancellation may lead to stricter restrictions, as these appointment slots cannot be made available to other clients in a timely manner.

Possible restrictions may include requiring payment in advance, limiting the number of appointments that can be booked ahead of time, or other measures provided for under the Psihotron platform rules.

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