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 secure platforms wherever possible.

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

• Inform me of their location at the time of sessions if requested

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

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.

• A minimum of 72 hours’ notice is required to cancel or reschedule an appointment.

• 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 practical matters such as scheduling. Therapeutic work will take place only during agreed sessions.

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.