Clinical Policy: Online and Telephone Counselling & Organisational support

1. Purpose and Scope

This policy governs all online (video via Google Meet) and telephone counselling, and organisational support and training provided by Peace and Minds. It applies to individual counselling, initial consultations, and organisational employee support programmes.

We are committed to delivering services that meet the same high standards as face-to-face work, adapted to the remote format (BACP Ethical Framework, Good Practice point 20: ethical principles apply regardless of delivery method).

Online/telephone counselling is flexible and accessible UK-wide, but it involves unique considerations (e.g., technology reliability, digital privacy risks, home environment safety). Our counsellors maintain competence through BACP-required training, CPD, and supervision specific to remote work (e.g., BACP OPT competence framework).

2. Professional Regulation, Competence, and Insurance

  • All counsellors are qualified and registered members of the British Association for Counselling and Psychotherapy (BACP), our primary professional body. We adhere contractually to the BACP Ethical Framework (including its commitment to trustworthiness, autonomy, beneficence, non-maleficence, justice, and self-respect).

  • Counsellors hold adequate, current professional indemnity insurance (with public liability where relevant) that explicitly covers online/telephone sessions. Coverage includes UK-wide work and is reviewed annually to confirm suitability for remote practice (BACP requirement for Register membership).

  • Counsellors maintain competence in remote delivery through regular CPD, supervision (at least 1.5 hours/month), and familiarity with BACP resources (e.g., OPT framework, GPiA 047 on working online).

  • Trainee counsellors are working to complete a BACP approved Level 4 qualification or above, and hold appropriate professional indemnity insurance that explicitly covers online/telephone sessions and receive regular supervision (at least 1.5 hours/month).

3. Informed Consent

Clients must provide explicit, informed consent to online/telephone therapy before starting. This is documented in the counselling agreement and revisited as needed.Key information provided includes:

  • Benefits (accessibility, flexibility) and limitations (e.g., no non-verbal cues in telephone sessions, potential technical disruptions).

  • Risks: Digital security/privacy breaches, home environment safety (e.g., interruptions, coercion), technology failures.

  • How sessions are conducted (secure platforms: Google Meet with end-to-end encryption); Telephone call (Standard or encrypted Whatsapp call)

  • Emergency/crisis procedures (see below).

  • Confidentiality limits (see section 4).

  • Boundaries (e.g., no social media contact outside sessions; no private email addresses shared; no out of hours/anti-social contact).

Clients acknowledge these risks and confirm they have a private, safe space for sessions.

4. Confidentiality and Its Limits

Confidentiality is fundamental (BACP core principle), but limits apply:

  • Disclosures may be necessary to prevent serious harm to the client or others (e.g., risk of suicide, abuse), safeguarding concerns, or legal obligations.

  • In online/telephone work, confidentiality cannot be guaranteed absolutely due to digital risks (e.g., hacking, unsecured networks) — clients are informed of this.

  • Supervision: Anonymised case discussion occurs in supervision (client consent obtained).

  • Data breaches: Any breach is reported per GDPR/ICO requirements.

5. Data Protection & GDPR Compliance

We comply fully with UK GDPR and Data Protection Act 2018. We are registered with the Information Commissioner’s Office (ICO) as a data controller (required for processing personal/special category health data electronically).

  • Privacy Notice: Provided at intake, detailing data use, storage, rights (access, erasure), and retention. View our full Privacy Policy.

  • Secure Handling: Use encrypted, GDPR-compliant platforms:

    • Calendly (scheduling): Processor with DPA and SCCs/UK Addendum; secure transfers.

    • Google Meet/Google Workspace/Admin (sessions/admin): Processor with Cloud DPA/SCCs; configurable EU/UK regions; end-to-end encryption for Meet.

    • Squarespace (website): Processor with DPA/SCCs and compliance tools.

  • Records: Minimal, secure notes; no recordings without explicit consent; retained/deleted per policy.

  • Breach Response: Prompt detection/reporting to ICO if required.

6. Crisis and Risk Management Procedures

We prioritise client safety:

  • Assess suitability for remote work during intake (e.g., no immediate high risk requiring in-person support).

  • Identify/respond to emerging risks (e.g., suicidal intent): Immediate safety planning, breaking confidentiality if necessary.

  • Crisis response: Provide local emergency contacts (e.g., 999, NHS 111 mental health option, Samaritans 116 123). Therapists may contact emergency services if imminent danger.

  • For vulnerable adults: Follow our Safeguarding Procedure (Care Act 2014/Mental Health Act integration).

7. Cancellation, No-Show, and Boundaries Policies

  • Cancellations/No-Shows: Sessions cancelled with more than 24 hours’ notice may be refunded or rescheduled. Sessions cancelled with less than 24 hours’ notice are usually non-refundable. Pre-paid bundles are refundable on a pro-rata basis if counselling ends early and commitment to ongoing sessions is not obligatory.

  • Boundaries: Strict professional boundaries — no contact outside sessions except emergencies or agreed admin (e.g., via secure email). No social media/friend requests.

8. Marketing & Transparency

Our website clearly states: