Telephone and Online Counselling Policy

Reynolds Counselling and Wellness offers counselling via telephone and Microsoft Teams to provide accessible and flexible therapeutic support. All remote work is conducted in accordance with the Ethical Framework of the British Association for Counselling and Psychotherapy (BACP), ensuring that client wellbeing, professional integrity and safe practice remain central at all times.

1. Professional Standards

I work within the BACP Ethical Framework, which includes:

• Prioritising client wellbeing and safety

• Working within professional competence

• Maintaining appropriate professional boundaries

• Ongoing supervision and continuing professional development

Remote counselling is offered only where it is clinically appropriate and suitable for your needs.

2. Informed Consent for Remote Counselling

Before beginning telephone or online counselling, we will discuss:

• The suitability of remote therapy for you

• The potential benefits and limitations of working remotely

• Emergency and safeguarding procedures

• Your current location during sessions

By engaging in telephone or online counselling, you confirm that you understand and consent to this way of working.

3. Confidentiality and Privacy

Confidentiality remains a fundamental part of the therapeutic relationship.

All information regarding confidentiality, data protection, record-keeping and privacy is outlined fully in my Privacy Policy and Confidentiality Policy, which should be read alongside this policy.

4. Technology and Online Security

Online sessions are conducted using Microsoft Teams.

Clients are responsible for:

• Ensuring they are in a private, uninterrupted space

• Using a secure internet connection (not public Wi-Fi)

• Keeping their own devices secure

While reasonable steps are taken to ensure security, no online communication can be guaranteed to be completely secure. By choosing online therapy, you acknowledge this inherent limitation.

5. Client Responsibilities

To support safe and effective remote working, clients agree to:

• Attend sessions from a private space

• Provide up-to-date contact details

• Confirm the address from which they are attending at the beginning of each session in case emergency services need to be contacted

• Engage in sessions free from alcohol or non-prescribed substances

• Ensure your device is sufficiently charged before the session begins

6. Emergency and Crisis Support

Reynolds Counselling and Wellness is not a crisis service. If you require urgent support, you should contact:

• Your GP

• NHS 111

• 999 in an emergency

• Your local mental health crisis team

Emergency procedures will be discussed during the initial session to ensure appropriate steps can be taken if necessary.

7. Session Fees and Cancellation Policy

• Sessions must be paid in advance.

• Payment is required within 24 hours of booking to secure your appointment. No appointment is considered booked or confirmed until payment has been received. Appointment slots will be held for 24 hours and will be automatically released if payment has not been received within this time.

• Appointments cancelled with less than 72 hours’ notice will be charged at the full session fee.

This policy applies to both telephone and online sessions.

8. Technical Difficulties

If technical issues arise during an online session:

• I will attempt to reconnect.

• If reconnection is not possible, we may continue by telephone where appropriate.

• If a session cannot continue due to technical failure, we will agree on a suitable arrangement.

9. Contact Between Sessions

Contact between sessions is limited to administrative matters such as booking, cancelling or rearranging appointments. Therapeutic support is provided during scheduled sessions only.

10. Review of Remote Working

The suitability of telephone or online counselling will be reviewed as part of our ongoing work together. If at any stage remote therapy is no longer appropriate, alternative arrangements or referrals will be discussed.