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Service Levels

All clinical delivery, by phone or face-to-face, is monitored by our clinical case management staff, who are qualified and accredited. They liaise closely with Counsellors to ensure that our service quality meets ethical standards and is both effective and efficient. We have also contracted with CORE, a clinical assessment organisation, to enable us to carry out an objective assessment of clinical outcomes. This will enable us to offer an evidence base to the work we carry out.

We log any complaints or negative feedback that we receive, and carry out a complete assessment of each. We respond to each of these in full, whilst respecting confidentiality. The investigation is carried out by the clinical team and the operational team, to ensure that we understand the essence of the complaint and are in a position to implement changes where required.

All our counsellors and therapists are in regular clinical supervision and are governed by the professional bodies that accredit and register them, and we reserve the right to discuss complaints with such bodies. We also make it an absolute rule that counsellors inform us if they are subject to any professional complaint, whether or not this stems from their work with us.

  • Affiliate counsellors' premises will be a maximum of 15 miles from the employee/dependents home or workplace, unless there are exceptional circumstances.
  • Affiliate counsellors should contact the client within 2 working days of the telephone assessment with their appointment for face-to-face counselling. The first face-to-face session normally takes place within 5 working days.
  • All face-to-face counselling clients to be provided with a feedback form and freepost envelope.

Complaints

  • On receipt of complaint, make contact with complainant within 2 working days to acknowledge receipt and confirm action is being taken

Helpline

  • 95% of all calls to be answered within 15 seconds
  • 100% of all calls to be answered within 30 seconds
  • Call back within 1 working day of the initial call, unless mutually agreed with the caller.

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