Data Privacy: via website contact
Data Controller
Caroline Smith, trading as Freedom Therapy Centre.
Collected Personal Data via Contact Form.
Name, telephone number, email address & nature of therapy enquiry and preferred method of counselling provision.
Should you wish to proceed with therapy, further details will be collected and securely held separately to this preliminary web-based platform & its associated email servers. Full details of additional information stored is issued on proceeding with a booking.
Purpose of collecting data
Your data is captured in order to provide a response to your enquiry for which you have consented to share your contact information at the time of submitting your enquiry. Should you not wish to proceed with counselling, please note that your enquiry and any associated data therein may be retained for up to 6 months and then be destroyed. You can request the removal of your data in line with GDPR, unless legal or contractual requirements contradict this - see the exceptions within our confidentiality policy.
Confidentiality Policy in Counselling
This policy outlines the principles and limitations of confidentiality in the counselling services provided by Freedom Therapy Centre. It is in accordance with professional ethical guidelines and the General Data Protection Regulations. (GDPR).
1. Commitment to Confidentiality
I am committed to protecting the confidentiality of all clients. Information shared in counselling is treated with the utmost respect and privacy.
2. Confidentiality Exceptions
Everything you disclose during counselling sessions and associated communications is confidential, with the following exceptions:
- If there is a serious risk of harm to yourself or others.
- If I am required to disclose information by law (e.g. terrorism, money laundering or serious crimes).
- If there are concerns regarding the safety or wellbeing of a child or vulnerable adult.
- If information is requested via a court order.
3. Clinical Supervision
As part of ethical practice, I attend regular supervision sessions to review my work and maintain professional standards. Any client information shared in supervision protects your identity. In the event of the sudden or severe illness, incapacity or death of the therapist, a clinical supervisor is required to gain access to client records in order to both inform & support clients, terminate the business and make suitable arrangements for the disposal of client data.
4. Record Keeping
Brief, factual notes are kept on each session. These are a requirement of professional bodies and insurers and are stored securely and separately from this platform. You have the right to request access to or correction of these records. Records will be retained for a period of 7 years to fulfil professional and legal requirements.
5. Communication
Any communication by phone, email, or text will be kept confidential as far as reasonably practicable by myself. I cannot mitigate for third-party provider breaches from the use of digital platforms or communication tools. I minimise and advise against the sending or receiving of sensitive personal information via email or text. The confidentiality and security of your own communication tools or devices are your responsibility to protect.
Contact outside of sessions is strictly limited to the arrangement of counselling sessions, relating to booking, re-arranging or cancelling of sessions only. All other personal or situational communication should only be undertaken within agreed sessions.
Freedom Therapy Centre is not a crisis service and operates within its advertised business hours. Any emergencies in relation to mental health or wellbeing should be directed towards the appropriate emergency service provisions.
Nuisance or fraudulent callers or any other persons engaging in inappropriate conduct through Freedom Therapy Centre's Communication channels will be reported and blocked as appropriate.
6. Confidentiality in Group or Couples Counselling (where applicable)
In group or couples settings, confidentiality is a shared responsibility. All participants will be asked to agree to keep what is shared private and confidential.
7. Confidentiality in online or telephone counselling (if applicable)
Whilst every endeavour is made to select and use trusted means of communication, the security of software/methods chosen fall within the remit and limitations of such third party providers.
When connecting remotely for counselling sessions, whether by phone or video connection, confidentiality is your responsibility within your chosen location to conduct your sessions and use the chosen platform/s responsibly.
Neither party shall record any session without express consent, nor have in attendance any third party. Should it become apparent that someone else is present whilst you are engaging in 1:1 therapy I reserve the right to terminate the session. This includes the presence of children over the age of 2 years.
8. Client Consent and Awareness
You will be asked to provide informed consent before counselling begins, acknowledging your understanding of the scope of confidentiality and its limitations and how any additional data supplied will be processed.
9. Breaches of Confidentiality
In situations where confidentiality must be breached (as detailed in point 2.), I will where possible, discuss this with you before any action is taken.
10. Contact
If you have any questions about this policy, or how data is processed or used please contact me, or request the Counselling Services - Data Privacy and Protection Policy, available upon booking.
Compliments & Complaints Policy
This policy outlines the procedure for sharing positive feedback and for raising and addressing complaints or concerns in relation to counselling services provided by Caroline Smith, trading as Freedom Therapy Centre. It is intended to ensure that any concerns are taken seriously and addressed both fairly and promptly, and that positive feedback or testimonials have consent for wider usage where applicable.
1. Commitment to Quality and Accountability
I am committed to providing a professional and ethical counselling service in line with the standards of NCPS. If you are dissatisfied with any aspect of the service, you are encouraged to raise concerns following the process below. For compliments and testimonials please see section 8.
2. Informal Resolution for concerns or complaints - fairness in putting things right.
In the first instance, please speak to me directly about any issue you may have. Most concerns can be resolved through open and honest discussion. I welcome all feedback and will work with you to find a satisfactory solution.
Regular reviews throughout our sessions are also designed to ensure that your agreed therapy plan is working for you, so I encourage honesty within sessions to ensure that your therapy is tailored to your needs as our work together develops. I welcome feedback whether positive or negative to help develop the service further or to inform future approaches for your personal therapy plan.
3. Formal Complaint Procedure
If having discussed your concern, you remain dissatisfied and wish to raise a formal complaint, you can do so in order to receive a written response, please:
- Submit your complaint in writing (by email or letter)
- Include details of the issue, relevant dates, and your desired outcome
- I will acknowledge your complaint within 5 working days wherever possible
- A full response will be provided within 21 working days, following a review of the concern
4. Discussion with Professional Body
If your concern remains unresolved, you have the right to air your concern with my professional body: NCPS
5. Confidentiality
All complaints will be handled confidentially and in accordance with data protection regulations. Details will only be shared with those involved in resolving the complaint which may include Professional Supervisors, Professional Bodies and/or Insurance Providers and their associates.
6. Record Keeping
A record of complaints and outcomes will be kept securely and confidentially for a period of 7 years, in accordance with professional and legal obligations.
7. Contact
If you have any questions regarding the complaints process or require support to resolve a concern, please do contact me.
8. Compliments: Sharing & Using your Feedback Responsibly
I trust that all of my clients will find the service to be beneficial and very much appreciate positive comments and feedback.
Should you wish to recommend the service, feedback forms and consent forms are available in order to be able to use your feedback with your permission in place and to responsibly promote the service from within my preferred communication channels and website/s or in the wider public domain with your full knowledge of how testimonial may be used and for how long. Similarly I ask that clients gain the consent of Freedom Therapy Centre before sharing personal views of the service on social media whether positive or negative, in favour of using our appropriate feedback or complaints processes. These are available following an agreed booking.