Agreement and Terms & Conditions for Online Counselling, Coaching and Complementary Therapies

 

Please read this form carefully and in full. You will be asked to accept this agreement before any services can be offered.

Please note as the client, you must be located in the UK and be aged 18 years or over.

 

The Willows Wellbeing may also be referred to as “us”, “we”, or “the counsellor” throughout this document.  

We offer a number of different counselling, coaching and therapeutic approaches.  There is no “one size fits all” and we will discuss with you what you hope to achieve from sessions at the outset in order to best approach your needs.  We will continue to review this with you throughout your sessions. We may use a combination of approaches in the same session, or tailor each session differently.  

 

Confidentiality & Safety 

Whilst you are receiving sessions, we will collect and record information about you and your sessions in the following ways:

We record your contact details. This allows us to manage your sessions and keep you informed, as well as in case of emergency during your session.

We may take written notes and / or a summary of what was discussed in each session. This enables us to have an ongoing record of your sessions, which allows continuity of care.  Your identity will be kept anonymous and confidentiality is maintained. Any records of sessions are also anonymised and kept securely for a minimum of seven years.

You confirm you are aware that communication via email, text message or our social media is not secure and should be used only for housekeeping issues, please do not disclose any confidential information on these platforms.  Please note that our phone, emails and social media may not always be monitored and should not be used in the event of a crisis.  

To comply with GDPR regulations, we must have a legal basis to record and use your data in this way. The legal basis we use is that you have given us your consent, by signing this agreement. You have rights relating to your data, and these are listed separately.

All information is securely held, either in locked cabinets or secure databases, for 7 years. We will not pass on your information to anyone, with the following exceptions:

• Where you, the client, request or give permission for information to be shared.
• Where the information you, the client, has disclosed is too serious for confidentiality to be maintained, including where your counsellor considers that you or others may be at risk of immediate harm.
• If we are required to by law.

GDPR provides various rights for individuals regarding their data. These are listed below.

 

The right to be informed

Your Confidentiality Agreement informs you of the reason for collecting your data and the use we make of this.

 

The right of access

You have the right to request the information that we hold on you.

 

The right to rectification

You have the right to have data that we hold about you corrected, where it is inaccurate or incomplete.

 

The right to erasure

You have the right to withdraw your consent for us to hold your data, in which case it would be erased.

 

The right to restrict processing

You can ask us to restrict the way in which we use your data but must provide a reason for wanting this restriction. This is usually a temporary measure.

 

The right to data portability

You have the right to ask us for the data that we keep electronically, so that you can provide it to a third party, you can also ask us to provide it directly to another organisation. In either case we will provide the data in a way that makes it possible to be used easily by the third party.

 

The right to object

Public bodies will sometimes use the data they collect to perform specific tasks in the public interest or to exercise their official authority. In this case you would have the right to object to your data being used in this way. However, as Help is not a public body under this definition, the right to object does not apply in this instance.

In the event an exception to confidentiality becomes necessary, we will endeavour to keep you aware and informed, wherever possible. 

You agree to respect the counsellor’s privacy and confidentiality, and the confidentiality of the professional counselling relationship.  You agree to commit to professional boundaries, including but not limited to not contacting the counsellor during out of work hours, or via personal social media.  

Any abusive or threatening behaviour will not be tolerated, and your counselling contract will be cancelled immediately should this happen. The counsellor also reserves the right to end the session in these circumstances without notice.

We reserve the right to end a session if we believe you may be intoxicated or under the influence. 

 

Online Sessions
You will be sent a link for your session via email when your appointments are confirmed. You will need a suitable device with video facilities and access to Microsoft Teams to participate.  You should ensure you have access to a private and comfortable place where you cannot be overheard and will not be distracted or interrupted. It is essential that sessions can be conducted in a safe, confidential, indoor environment. If you are in a social space or in the company of others at the beginning or during your session, we may have to stop the session, or pause it until confidentiality can be achieved. Any such sessions will not be extended and will still be charged for. 

Both parties will be reliant on technology, and it is possible that issues with wi-fi, phone reception, and / or internet connection may occur at times. If we are experiencing technical difficulties before the start of your session, we will endeavour to email you or text you using the contact details you have provided. If you, the client, are experiencing technical difficulties before your session time, please ensure you contact us as soon as possible.  Should a session be interrupted by technological issues, we will try to reconnect with you straight away. If communication cannot be restored within 5 minutes we will contact you by phone using the contact details you have provided, so that the remainder of the session can continue by phone as an exception.

You understand that online therapy is not appropriate if you are experiencing crisis or having suicidal or homicidal thoughts. In this instance, you agree to contact a crisis helpline such as Samaritans, call 999, go to a hospital A&E department, or contact your family members or friends.  You agree that we may also contact emergency services if we feel you or others are at immediate risk of harm.  

 

Session Information, Fees and Cancellation Policy

Sessions are £50 and last 60 minutes from the scheduled start time.  

It is important that you attend your sessions on time. If you join your session late the session length will not be extended.  

A deposit of 50% will be taken at the time of booking. Deposits are non-refundable, however, in the event a session is rearranged with sufficient notice the deposit may be transferred to another session by agreement.  Bookings will only be confirmed via email once payment has been received. 

The balance is due before the session commences.  

There is no fixed amount of sessions you are limited to, you are welcome to have as many sessions are you feel you need.  You may also stop sessions at any point that feels right for you with no justification.  

If we feel we are no longer able to provide the support you require or if continuing with your therapies is no longer ethical, we may terminate the professional relationship.  If this be comes necessary, we will endeavour to keep you informed and refer you to alternative services. 

 

Ethical Framework 

We are a registered member of the Complementary Medical Association and commit to their Code of Ethics, which can be found at https://www.the-cma.org.uk/policies/code-of-ethics/. 

 

Herbs on the Hill

We are affiliates of Herbs on the Hill and promote their aromatherapy products as part of our complementary therapy services.  We cannot be held responsible for their products or services, including any allergic reactions.  Please refer directly to their website for more information.  

 

Enquiries and Complaints

All enquiries or complaints should be made in writing to info@thewillowswellbeing.co.uk in the first instance.  We will endeavour to deal with any enquiries or complaints in a timely manner.  

Any dissatisfaction with our services should be made at the time, during the session, or as soon as practicable thereafter.  We take our client’s satisfaction extremely seriously and will work with you to reach a resolution wherever possible.  

We are alive to the fact that every professional therapeutic relationship is different, and every client’s needs are different.  On occasion, we may not be the best fit for your needs.  We will endeavour to signpost you to alternative services in that instance.  

We hold professional indemnity, public liability and medical malpractice insurance.  

 

Acceptance

This contract represents an agreement between The Willows Wellbeing and you (the client). Please take the time to read this contract thoroughly and ensure you understand the contents before agreeing.  Once agreed, this document constitutes a binding agreement.