Questions & Concerns
How do I make an appointment?
You can find our contact details in the CONTACT section of this site. You can email us, contact us by phone or use online enquiry service on the website. We aim to respond to our emails/enquiries within 48 hours. Prior to the first appointment, We are happy to offer a free 15-minute telephone consultation to discuss what you would like help with and whether we could be of help. Following this we can arrange an appointment for an initial assessment with one of our clinicians.
Where are appointments available?
We have clinics in the City of London, Guildford, Croydon, Banstead, Dorking, Tunbridge Wells, Bedford, Manchester, Bournemouth, Stafford, Milton Keynes, West Berkshire and Cheshire.
How much does each session last and how much does it cost?
Please allow up to 50 minutes for an initial assessment appointment. Further sessions are of 50 minutes duration.
Please refer to the FEES section of this website for more details.
How many sessions will I need?
This depends on the nature of your difficulty. we offer both short term therapy – 6-18 sessions as well as open-ended therapy. However, it is possible to achieve positive results in fewer sessions. In any event we would keep this under regular review.
Is the service confidential?
As registered clinicians, our professional and legal duty is to respect and protect the confidentiality of service users at all times.
However, in some circumstances—such as a situation where we need to prevent serious harm to other people—it may be necessary to disclose confidential information. In this type of situation, we need to consider whether it is in the public interest to disclose the information, and seek appropriate advice and support as necessary.
What is your Cancellation Policy?
Please contact us as soon as you are aware that you need to cancel or reschedule an appointment.
Unfortunately, appointments cancelled at less than 48 hours notice will be charged the full fee. This also applies to cases of unforeseen events (such as illness or childcare difficulties) as all consultations are pre-arranged and it is unlikely that we will be able to offer the appointment slot to another client within this time frame.
Privacy Policy?
We take the collection and storage of your information very seriously and we comply with both the Data Protection Act 1998, and also the European General Data Protection Regulations 2018.
Information collected about you and how it is used
Upon starting therapy, basic personal information will be collected for contact and identification reasons. During your therapy meetings, an assessment of your psychological health will be completed, and notes will be taken during sessions. These will include personal and sensitive details about your life. The assessment and notes are used solely for the delivery of a therapy service to you.
Private Medical Insurance data: If you/your child are referred by a health insurance provider, then we will also collect and process personal data provided by that organisation. This includes basic contact information, referral information, and health insurance policy number and authorisation for psychological treatment.
Electronic Data
Any electronic notes written about the work will be stored in a password protected file on our computers or on encrypted memory stick.
If you have emailed us, and / or have consented to us emailing you, your email will be stored in an account that is password protected. If you use the contact message form on our website, this information will be sent to a password protected email address that is only accessible by us. We will delete any email correspondence for any individuals who are not on my caseload.
We will not share any information about you with third parties without your consent with the exception of that detailed in the section regarding confidently above.
Your rights
You have rights relating to the information we hold to verify the accuracy or to ask for them to be supplemented, deleted, updated or corrected. You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us via the contact details stated in this agreement. Information will be provided to you within 30 days if this is appropriate.
You may ask us to correct or remove information you think is inaccurate. You have a right to request the transfer of your data to another individual or company.
Data Retention
Your information is kept for the time necessary to provide the therapy service requested. At the end of therapy, any hard copy documents will be scanned and saved on a password protected computer only we have access to. The hard copies will then be securely destroyed (shredded). We will hold your details and session notes electronically for a period of 7 years following the end of treatment to comply with legal obligations set by our insurers. In the case of a children and young people, records will be kept for 7 years after they reach the age of majority (18). After this date, all data will be securely deleted.
Sharing of data
There may be times where your information needs to be shared with third parties. WeI will explicitly ask your consent before doing so, and the data will be sent to third parties securely.
If you/your child are/is referred by a health insurance provider, or otherwise claiming through a health insurance policy to fund therapy, then we will share appointment schedules with that organisation for the purposes of billing. We may also share information with that organisation to provide treatment updates.
If you would like us to share information about your/your child’s treatment with outside organisations that are directly involved in your/your child’s care/case, for instance, your GP or psychiatrist, or your child’s school, we will require your written consent. We will tell you with whom we would discuss your/your child’s care, and what details we would share with them.
If we feel that you / your child is putting themselves or others at risk then we may have to break confidentiality and inform the relevant parties. This maybe statutory bodies e.g. Social Services or maybe parents if the child is under 18 years of age. If possible we will discuss this with you / your child before sharing the information.
Security of your data
Information will be kept securely and confidentially in line with the data retention policy as stated above.
Lawful basis for processing your information
The lawful basis for me holding and using your information is in relation to the delivery of a contract to you as a health care professional. As an accredited member of The Health and Care Professions Council, we operate under a strict code of confidentiality and is legally obliged to lawfully process your data in line with this privacy policy.
Complaints or queries
We try to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures. If you do have a complaint, contact us and we will investigate the matter on your behalf. If you are not satisfied with the response from us, or believe we are not processing your personal data in accordance with the law you have the right to raise your complaint with the Information Commissioner’s Office (ICO)
Contact information ICO:
Website: https://ico.org.uk/concerns/
Email: casework@ico.org.uk
Telephone: +44 (0) 303 123 1113