Terms & Conditions
Record Keeping & Confidentiality Agreement
This document pertains to the safeguarding of personally identifiable and sensitive information to prevent unauthorized disclosure.
Written notes will be securely stored in a locked filing cabinet, and any electronic records will be protected by passwords. Typically, these records are mandated to be retained for a duration of seven years, following which they will be securely disposed of.
Throughout the course of your therapy and beyond, you may request access to these records. Should such access be necessary, The Emotional Health Coach will initiate a "Freedom of Information Request," subject to an associated administration fee.
Upon entering therapy, your clinician assumes a 'Duty to Care' for your well-being and that of others. In certain circumstances, a breach of confidentiality may be deemed necessary if there is a risk to you or someone else. However, every effort will be made to discuss such situations with you prior to the disclosure of information to relevant services.
In the unlikely event of your clinician's demise, their current clinical supervisor will notify you and securely obtain possession of any clinical notes.
Patient Communication
Our preferred method of communication will be email. Please ensure that you add our email addresses to your safe list. This will reduce the chance of correspondence being filtered into your junk/spam folder.
At times we may need to contact you by telephone.
Unless otherwise stated, if we are unable to reach you, we will leave you a voicemail should you have the facility for us to do so.
Cancellation policy
Cancellation Policy Overview:
For clients engaging in individual sessions:
The following cancellation policy is designed to better manage appointment scheduling and availability, allowing us to accommodate clients' diaries as much as possible. The policy will be strictly applied unless it is an exceptional circumstance.*
a.All appointments cancelled by the client, with 24 hours or less notice will incur a full session charge.
b. For all other cancellations, the following procedure will apply:
- When a confirmed appointment** is cancelled by the client with more than 24 hours’ notice, as our diary permits, we will try our utmost to offer you an alternative appointment within 7 calendar days, however, we can not always guarantee that an alternative appointment will be available.
If an alternative appointment slot is declined, a cancellation fee, amounting to 50% of the normal session charge, will be deducted. This charge is necessary as clinic time has been reserved for you. If a confirmed rescheduled session is cancelled again a 50% session fee will apply. If sessions are continuously rescheduled suitability for sessions will be reviewed as clinic time has been reserved for you against other clients.
c. If you do not attend your appointment, you will be charged the full session rate.
*Exceptional circumstances: We understand that emergencies can arise. If you have a genuine emergency (hospitalisation, serious illness, bereavement only) that prevents you from keeping your appointment, please contact us, and we will evaluate what we can offer on a case-by-case basis. Childcare difficulties, traffic, or diary conflicts do not fall within the scope of genuine emergencies. We appreciate your understanding and cooperation in helping us maintain the highest quality of care and accessibility for our clients.
** A confirmed appointment is one that has been agreed upon either by email or verbally at the end of a previous session.
For individuals participating in our packages:
The following cancellation policy is designed to better manage appointment scheduling and availability, allowing us to accommodate clients' diaries as much as possible. The policy will be strictly applied, unless it is an exceptional circumstance.*
a.All appointments cancelled by the client, with 24 hours or less notice will incur a deducted session.
b. For all other cancellations, the following procedure will apply:
- When a confirmed appointment** is cancelled by the client with more than 24 hours’ notice, as our diary permits, we will try our utmost to offer you an alternative appointment within 7 calendar days, however, we can not always guarantee that an alternative appointment will be available. If an alternative appointment slot is declined, a session will be deducted from your package as clinic time has been reserved for you.
c. If you do not attend your appointment, you will be charged the full session rate.
*Exceptional circumstances: We understand that emergencies can arise. If you have a genuine emergency (hospitalisation, serious illness, bereavement only) that prevents you from keeping your appointment, please contact us, and we will evaluate what we can offer on a case-by-case basis. Childcare difficulties, traffic, or diary conflicts do not fall within the scope of genuine emergencies. We appreciate your understanding and cooperation in helping us maintain the highest quality of care and accessibility for our clients.
** A confirmed appointment is one that has been agreed upon either by email or verbally at the end of a previous session.
Late Arrivals
If you are running late, or experiencing delays, you should email the office as soon as possible, and within the first 15 minutes of your session. Jessica will wait for a maximum of 15 minutes for you to arrive. If we do not hear from you in this period, your appointment will be deemed as a non-attendance and the session will be deducted/charged, as clinic time has been reserved for you.
Did not Attend
To help you remember your appointments, we will continue to send appointment reminders via text message 24 hours prior to your appointment. Please ensure that we have your current contact information on file.
Should you incur 3 or more DNA’s your suitability for sessions will be reviewed and this may result in sessions concluding.
If you choose to cancel or not attend your appointment, we will make efforts to contact you following your scheduled session and keep your information on our caseload for a period of one month. During this timeframe, we anticipate that you will reach out to us. Failure to establish contact within this one-month period will result in your discharge from our session roster.
Upon discharge, should you wish to pursue further appointments, we will implement a waitlist, and new session rates will be applicable.
Digital Housekeeping
Kindly ensure that you are in a private setting where your conversation cannot be overheard by others. We recommend the use of headphones if possible
Kindly power off or switch your phone to silent mode for the session. Ensure that all notifications, including emails, texts, and push notifications, are disabled to avoid disruptions during your session.
Please ask other people who may be nearby not to disturb you while you are in your session.
Should the Zoom session freeze or the call drop out I will attempt to log back into the session. If we are not able to regain the Zoom call I will contact you by telephone to discuss how best to continue with the session.
Fees and Payment to The Emotional Health Coach
For individuals engaging in one-on-one sessions:
For your convenience, your session charge will be processed on the day of your session through Stripe. By entering into this agreement, you authorize session charges to your credit card, bank account, or other designated payment method.
Should there be any changes to your payment details, including but not limited to billing address, card number, or expiration date, you are required to promptly inform us of necessary amendments.
Failure to process payment will result in the non-commencement of the scheduled session. Unpaid fees must be settled for sessions to resume, and an additional fee may be applied for collection costs, legal fees, and the recovery of outstanding balances.
Clinical Supervision & Continuing Professional Development
To ensure that you are receiving a quality service, clinicians are required to attend regular clinical supervision. During this time, caseloads are discussed with a clinical supervisor, but personal details such as names and addresses are not disclosed to ensure your anonymity, a unique client ID is therefore assigned to you for these discussions. From time to time an audio or visual recording of clinicians in practice may be required to enable supervisors to monitor practice. These are stored securely and following their use in clinical supervision, these will be destroyed.
Complaints
Should you experience any difficulties regarding your clinicians’ practice, please discuss it with them to determine the problem and explore ways to overcome the presenting issue(s).
Should you feel that this is not possible you can visit https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/ and complete the online form.