Yes exactly. Not a difficult concept really.

Clients are encouraged to give feedback only through official channels -- talk to to your therapist, consider finding a new therapist, file a formal complaint. The fear seems to be that a client will give feedback in a form that cannot be controlled by the business. And the implication is that such a review is not valid unless first interpreted by a professional (why does that sound familiar?).

Keely's setting up of a counter-argument in advance of negative reviews seems to border on paranoia.

The other thing all this brings to mind is the level of secrecy surrounding all aspects of therapy.