Frequently Asked Questions 

    Session Times and Frequency

 

• Sessions will be once weekly (during school term time) at an agreed time and day for a 50-minute session.
   

• We recommend an initial minimum of 8 to 12 sessions to allow our work to evolve. After that, it is easier for you to make an informed decision with the young person about whether or not they wish to continue counselling. If they continue beyond the first eight to twelve sessions, the period over which we work becomes open-ended until we end by agreement.
   

• The agreed time slot for sessions will always be available for the duration of the contract unless circumstances outside of our control or yours/young person’s make it necessary for us to review it.
   

• If the young person is late for a session and we have not heard, the counsellor will be there for the duration of the session. We will not work beyond the end of the agreed session, which will end on time.
   

• It is recommended that the young person log on 10 minutes before their session time to allow time to resolve any technical or log-on difficulties that may occur.
   

• We require as much notice as possible if the young person is going be late or unable to attend a session.
   

• ​If we experience technical or other instances outside of our control which result in the session disconnecting, we will attempt to reconnect the session in the first instance. If unsuccessful within 3 minutes, we will continue the session via telephone. In extreme circumstances where both are unsuccessful or inappropriate, we will reschedule an appointment for the remaining time.
   

• Google Meet is the session platform, and a link with the joining information will be sent to your e-mail address shortly before the first session.
  This link will be the same for each session and can only be joined by your young person (the client) or me (the counsellor), so please do keep it safe.
   

Fees

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• Weekly fees:
  
  £60 for daytime sessions between 9-4pm for a 50 minute session
  These will be subject to periodic review.
   

• There are a limited number of reduced cost spaces for those on low income, so please do get in touch if this may be of benefit.

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• We will give at least one month’s notice of any increase.
   

• Payment is due via online credit/debit card payment, or BAC’s, (standing order).
  Payment must be completed no later than 24 hours before the session start time. Please do advise of any requirements you may have where a payment reminder message may be of benefit.

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Contact outside of sessions

 

• E-mail and website contacts are for use in the case of cancellations or alterations. We will not enter into telephone or email counselling except in exceptional circumstances and by prior agreement.
   

• E-mail and website contacts are not staffed continually, and messages will only be picked up at certain points throughout the day. 
   

• We will reply to all messages as soon as possible. However, as we are unable to provide crisis support, if your young person is experiencing a crisis, please contact 111 or organisations such as Childline on 0800 11 11 or The Samaritans on 116 123.
  If the crisis is life-threatening, please contact 999.
   

• Please feel free to follow I'm Fine's social media platforms. However, please note that we do not initiate or accept personal social networking ‘Friend requests’ from clients or parents/carers, as this can compromise the confidentiality and therapeutic nature of the counselling relationship. Please be aware of and/or speak to your young person about the importance of online safety. More information can be found regarding I’m Fine’s online safety: here.
   

• We shall not meet or have contact with the young person outside of the counselling sessions. We will not make it known that we know or recognise them or you as their parent/carer should we meet in a public space.
   

• Our counselling relationship will remain strictly professional. The boundaries of our engagement will be clearly and thoroughly discussed during our initial meeting and are to be respected equally by the young person (the client) and by the counsellor.

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Commitment

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• Our commitment to the clients – we strive to offer an environment that may allow for mutual trust between the young person (the client) and the counsellor and which may offer a space where they can participate freely when working towards their goals.
  Counsellors are member's of the BACP (British Association for Counselling and Psychotherapy), and have agreed to abide by the BACP ethics and principles, of which more information can be found on the BACP website.
   

• We have an up-to-date enhanced DBS check, which can be provided upon request. 
   

• The session can only go ahead if the young person is in a confidential space where they won't be disturbed. It is important for them to ensure that other distractions, such as mobile phones or messaging apps, are not causing a distraction during the session.
   

• Should the young person be under the influence of any illegal substances or alcohol it may become necessary to not proceed with the session. This will constitute a cancellation.
   

• We are committed to offering the best possible service to clients, and if at any point we feel that a referral to another service may be more beneficial, we will discuss this with you and your young person (where appropriate) and formulate an agreed referral plan.

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Confidentiality and Limits

 

• The content of our sessions is confidential to the young person (the client) and to the counsellor. However, there are some cases where information of varying degrees may need to be shared, as detailed below.
   

• Please note that session information is unavailable to parents/carers due to the young person's confidentiality rights. These rights are based on ‘Gillick Competency' and will only be overridden in extreme situations relating to safeguarding or emergency circumstances. However, updates on general progress can be provided if required. These update sessions can be requested and booked via e-mail and are subject to an appointment fee. 
   

Circumstances where confidentiality may need to be breached:
 

• If there is concern that the young person is in danger of seriously harming themselves or someone else. In these cases, we will gain further support for the young person through relevant organisations and, where appropriate, update the parent/carer.
  In an emergency, we will contact the emergency services.
   

•  If a safeguarding concern arises and/or a disclosure is made, I'm Fine's safeguarding procedure will be followed. This includes logging the relevant information and processing a referral to the applicable local safeguarding board and or emergency services if required as per our safeguarding policy. Where appropriate, parents/carers will be informed in these instances. 
   

• In the case of disclosure concerning a legally reportable criminal offence, such as terrorism, money laundering or drug trafficking, confidentiality will be breached, and such disclosures will be passed onto the relevant authority. In these instances, and where appropriate, parents/carers will be informed.
   

• We have regular clinical supervision with a qualified professional where the work is discussed in confidence. This is standard practice and helps us to work with your young person as safely and professionally as possible.
   

• As part of our practice, we may use anonymised case material to illustrate and inform writings in journals, supervision and ongoing studies. Please advise us if you do not wish for this to happen. Informing us of this can be completed up to the point of use or submission. 
   

• Any necessary change to our confidentiality agreement will be made with prior consultation with the young person and parent/carer. This is in line with the BACP Code of Ethics.
   

• It is important that you tell us about any medication or therapeutic treatments that the young person is receiving, as these may influence the sessions and or the young person’s interactions.
   

• We may make brief notes after each session. These will be kept in accordance with the BACP Ethical Framework and General Data Protection Regulation (GDPR) 2018 (Please read our Privacy Policy) these are purely to help the work with the young person. They will not be disclosed other than, and only, if necessary, via a court or coroner order.

 

Holidays and Cancellations

 

• We only work during school term times. Confirmation of dates will be provided via e-mail in relation to future appointments which have not already been pre-arranged.
   

• We will give you as much notice as possible of any intended breaks outside of these times. I ask you to give as much notice as possible of any intended breaks.
   

• If we are away or unable to attend, you will not have to pay for the scheduled session.
   

• When your young person starts counselling, a regular weekly commitment is established between them (the client) and the counsellor. This means the counsellor cannot be available to anyone else if they miss a session without notice. In those circumstances, we require you to pay the fee for the session. There are no exceptions to this.
   

• We ask you to give 48 hours' notice of non-attendance. In those circumstances, there will be no charge for the missed session.

 

Endings

 

• In the normal course of events, the young person may feel ready to finish counselling, and we will agree together on the work we need to do to prepare for this. They may sometimes find counselling very difficult, become distressed and feel the need to end. We would invite them to talk to their counsellor, where they are able to, about these difficulties rather than suddenly ending, as it provides an opportunity to look at these feelings which may be present.
   

• We will not suddenly or without warning terminate our contract, except in exceptional circumstances, which would become apparent during the work together, which we would fully discuss at that time.
   

• Should the counsellor become unable to work for any reason, our professional living will, will come into force, and your name and contact details only will be passed to the named counsellor in the will.
  They use this information to contact you and discuss onward referral processes.

 

Complaints Procedures, Ethics and code of conduct

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• A copy of the ethical framework for the Counselling Professions can be found on the BACP’s website: BACP Ethical Framework for the Counselling Professions.
   

• If you or your young person are dissatisfied with the service, please discuss your concerns with us as a first step. We will respond constructively and professionally to your feedback and stated needs and advise you to the best of our ability.
   

• If we cannot conclude your complaint satisfactorily, we will advise you to contact BACP Customer Services. More information about their complaints procedure can be found here: BACP Complaints.
   

• This contract will be subject to periodic review, and you will be notified of any updates.