Policies & Procedures

1-Confidentiality Policy

  1. Therapy can often involve very sensitive & confidential information. What ever a client tells their Therapist is confidential between the two of them. Relink Therapy holds client confidentiality in the highest regard. Dr Adlem believes that client confidence in their therapist is one of the most important aspects of Therapy. The trust developed during therapy is often one of the contributing elements of achieving the client’s goals in therapy.
  2. All Counsellors/Therapists go to Clinical Supervision with a Specialist Counsellor and clients can be discussed there, but will only be known by a code and not anything client identifiable. This is to ensure that the client receives the best quality of care and therapy to benefit their journey.
  3. Other people within Relink Therapy may need certain information i.e admin team to book the appointments for the Client but they will not have any knowledge of the contents of your therapy sessions/journey.
  4. Communications are often made using email or whatsapp. These are received by Relink Therapy on devices secured by security measures such as PINs, passwords, biometric protocols and encryptions. It is suggested not to put anything too personal in messages however they are treated in the strictest of confidence.
  5. Virtual appointments are sometimes offered and basic measures will be taken to ensure no one else can hear what the client is saying. Appropriate steps are taken to try and ensure no one can hear what the therapist is saying. There might be times when the session needs to pause for a few moments to prevent a breach in confidentiality. Unfortunately this is part of the disadvantages of virtual appointments. Relink Therapy can not compensate for time lost ensuring confidentiality is kept intact. You can see more in the Payments Policy.
  6. INFORMATION IS NEVER GIVEN TO ANYONE OUTSIDE OF OUR SESSIONS UNLESS:
    1. The client requests (via a consent form) that we make contact with a third party, for example, a Solicitor, GP or other NHS service.
    2. There is the risk of harm to self and/or to others.
    3. Serious crime has been (and/or about to be) committed.
    4. If we receive a court order.
  7. We refer to any of the above as a Best Interest Disclosure (BID) and not a breach. If the Therapist believes action is needed that may result in a BID or a breach in Confidentiality has happened, it will be discussed with the client as soon as reasonably possible following.
    Relink Therapy will always follow the guidance of the authorities.
  8. All breaches will be documented and securely stored.

Bookings

All bookings follow the same process.

A time & Date is agreed based on the Client’s availability, Practitioner’s availability and the Venue availability.

Once agreed, it is penciled in but is not confirmed until payment has been made.

An invoice is generated and your booking is only confirmed and the room reserved when the payment is received.

This is to ensure Relink Therapy is not out of pocket for an empty room should the invoice not be paid.

Other businesses that use the venue can book if there is any delay in paying the invoice and you run the risk of missing out on that appointment slot.

 

2-Booking Policy

  1. All bookings are subjected to all of Relink Therapy’s Policies & Procedures. By booking an appointment you are reminded that you agree to them
  2. Relink Therapy offers appointments on a ‘first come first served’ basis.
  3. As per the Payments Policy, Appointments should only be considered “confirmed” if payment has been received. If appointments are not confirmed;  the therapist’s availability may change, the availability of the therapy room may change and/or the appointment may be given to someone else.
  4. Initial assessments are only offered to clients that have completed the new client form.
  5. Appointments are only offered to clients that have had an initial assessment.
  6. You can book your next session after attending a face-to-face session.
  7. Dr Adlem usually encourage clients to have the same appointment time each week however he understands that some people’s lives may not make this possible. Dr Adlem is very flexible and tries to meet all his client’s requirements.
  8. As per the Payments Policy, bookings for your appointments are not confirmed until payment is received.
  9. Initial Assessments and Appoints will not go ahead unless payment has been received in advance.
  10. Any discounts are subject to the terms set out on the invoice. Failure to meet the terms may result in the discount being withdrawn.

3-Payments Policy

  1. You will receive an invoice when you make an appointment.
  2. Payments are usually only accepted via Bank Transfer. Contactless bank card payments can be made if you are a regular customer.
  3. All payments must be paid for in advance.
  4. The booking for your appointment is not confirmed until Payment is received.
  5. Payments must be received where possible 3 days before your appointment to secure your booking.
  6. Late payment may result in losing the availability of the appointment. In the event of a late payment which has resulted in the appointment no longer being available, the payment will become a credit towards your next invoice and you will have to rearrange for another appointment time/date.
  7. If there is any credit, it is applied to your next invoice. Refunds are not available*.
    *In exceptional circumstances Relink Therapy may refund payments (or part payments) but it is at the discretion of Relink Therapy and should not be assumed. Refunds are only ever returned to the account they came from.
  8. A screenshot of the received payment is usually sent over to you after it is received. Receipts are available if required but are not routinely issued unless requested. This is due to the paper trail bank transfers offer which usually suffices. 
    If you require a receipt please email requesting one after payment is made.

4-Cancellation Policy

  1. Changes to your appointment i.e. cancellations/rebooking your appointment must be made at least 3 working days before the appointment. Relink Therapy works from CTR, a venue offering spaces for independent therapists to hold their appointments from. Once a booking is made, the room is reserved and Relink Therapy is charged accordingly. Relink Therapy must give adequate advanced notice to the venue if the room is not going to be used for the time booked to avoid being charged. With this in mind, changes to your appointment can be made, without penalty 72 hours (3 days) before your appointment. You booking will simply move to another agreed available time/date.
    1. If the terms set in 4-1 are met, another date will be mutually agreed, a confirmation email will be sent out and this will be booked. The cancellation policy will then reapply to that booking.
    2. If the terms set in 4-1 are not met, an additional fee of £20 will be changed for changes to appointments inside the 3 day period. This will be reflected on your next invoice.
  2. Last minute bookings – In the event of making an appointment within the next 3 days, as per policy 3-3, payments must be received in advanced. Please pay ASAP or by the end of the day on the date the invoice was received. Bookings will not go ahead if payment has not been received.
  3. Bookings are not interchangeable with other people. Circumstances where a couple are already on their therapy journey with Relink Therapy may pass an individual session onto their partner if the intended client is unable to attend without a cancellation fee being applied (within the 72 hour cancellation period) however the booking time will remain the same.
  4. In the rare event that the venue is closed for reasons outside Relink Therapy’s control AND you have an appointment already confirmed, a virtual appointment can be offered or Dr Adlem can visit you at your home and have the appointment there for no additional charge. Alternatively the appointment and be rearranged for a date the venue has resumed operating normally.
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