Terms & Conditions

Confidentiality

Confidentiality is one of the fundamental ethical obligations owed by psychologists to their clients. At Wise Oak Psychology, what you speak about with your therapist is private and treated as confidential. At Wise Oak Psychology, we hold all records securely. All information recorded is held solely for the purpose of maintaining effective therapeutic treatment. Please see our privacy policy for more details.

All information is kept confidential unless you and your therapist agree to discuss something with a third party. Where appropriate, a consent form will be used. The only reasons for breaking confidentiality would be:

  • If your psychologist felt your life was at risk;
  • If another person’s life was at risk, or;
  • If the psychologist was liable to civil or criminal court proceedings if the information was not disclosed. If at all possible, this would be discussed beforehand.

Your psychologist may need to discuss their clinical work with a supervisor. This is to ensure that they offer you the best service possible. These conversations are also bound by confidentiality and your identity will not be disclosed.

Please that we cannot be held responsible for any breaches in confidentiality caused by failures in any of the software or platforms utilised. In the unlikely event of any breach of our data protection policies, we will notify you and the Information Commissioner’s Office (ICO) within 72 hours and will seek to rectify this immediately.

Anti-Discrimination

Wise Oak Psychology values difference and diversity and we do not discriminate on the basis of age, gender, gender identity, sexual preference, partnership status, religion, race, national origin, disability, heritage, or political beliefs.

Appointments

Individual therapy appointments last 50 minutes and couple and family appointments last 90 minutes, unless otherwise agreed. Sessions will be conducted either by video or telephone call. Should either you or your therapist experience technical difficulties due to interruptions in internet or mobile services for example, your therapist will endeavour to switch the session to an alternative format (e.g., another video calling platform, telephone, or an alternative phone line) in order for the appointment to continue with minimal disruption.

Cancellations & Missed Sessions

If you’re unable to attend your appointment, please advise us as soon as possible using your Kiku account, or Contact Us directly. The required notice for cancellation is 72 hours. This timeframe allows us the opportunity to re-allocate the slot to someone else. A cancellation fee of 50% will be charged if you cancel an appointment with less than 72 hours’ notice. If you do not cancel and do not attend or miss your appointment, you will be charged the full fee. With adequate notice, we may be able to offer an alternative appointment if available.

We will endeavour to give you as much advance notice in terms of annual leave or cancellation of your appointment for any other reason.

Payment

All sessions are paid in advance to secure a booking, or insurance claim numbers are taken upfront. Payments are taken by bank transfer, by card using the Kiku system, or via insurance at the point of booking. In instances where our fee is not paid immediately, you must make payment within 24 hours of arranging your booking, in order to secure the appointment. In the absence of payment, your session will be cancelled.

It is important to note that even if you have insurance cover, you are ultimately responsible for the payment of sessions. Should your insurance payment fall through for any reason or should they decline to make a payment, it will be your responsibility to cover the session costs. All invoices will be sent to you within 7 days retrospectively. Fees are charged in relation to therapy provided.

Additional services (i.e., neuropsychological assessments, mental capacity assessments, clinical supervision, report-writing, home visits) may be available upon request but will incur separate fees. Please Contact Us if you have queries or require a quote regarding these services.

Raising Concerns

We hope that your experience with Wise Oak Psychology will be a positive one. However, if you ever have problems with the service that you receive, please let your therapist know. If you are not happy that the issue has been resolved by our practice, please note that you can raise a complaint with the Health and Care Professions Council.