Table 2.

Themes, subthemes, and categories.

Themes and subthemes			Categories
Creating safety and comfort
	Trusting in the relationship	Trusting workers—feeling safe Determination to keep service users engaged Equalizing power—mutual learning (and we are all in this pandemic together)
	Matching service offering with service user need	Getting what I need (or not) Not getting practical support Recognizing and responding to the nature of distress The pros and cons of different platforms for different needs
	Having and exercising choice and control	Options made explicit; choices offered Choices in platforms Choices in ways and timing of engagement Choices in content/focus
	Spaces and strategies that enable privacy and safety	Private spaces to talk freely The value of physical therapeutic spaces Flexibility required for privacy and safety Digital security not really a concern Having time creates a sense of safety
A whole new way of working
	Doing things differently	Following the rules or making up the rules as we go Trying things out—Learning as we go and “winging it” Shifting assumptions about “good practice” Service users and workers showing flexibility
	Good practice in telehealth takes time, effort and organizational support	Building skills and confidence Developing and adjusting to new ways of working Resourcing workers Resourcing service users