FAQs

No we do not provide home visits, but we can provide support via the telephone or Microsoft Teams. It may also be important for you to attend the centre for treatment within a group setting.

Your confidentiality is treated with the same care and respect as it is by your GP. The only exception would be if we have concerns that you, or someone else, may be at risk of harm.

We work closely with a number of trusted partner organisations that provide a range of psychological therapies, including counselling. Following your telephone assessment, you and your therapist will discuss the most appropriate treatment options for your needs. If this involves referring you to one of our partner organisations, relevant information from your assessment will be shared with them so they can support you effectively. All partner agencies are bound by the same strict professional confidentiality standards.

To ensure your care is well coordinated, we also keep your GP informed so that everyone involved in your support is working together in your best interests.

Your privacy is important to us. We do not share information with your employer without your explicit consent. The only exception would be in rare circumstances where there are serious concerns about safety, and even then, we would discuss this with you wherever possible.

Yes - If you have a GP or address registered in Tower Hamlets please refer to us and based on your needs we will offer an assessment. 

We have a number of therapists who speak languages other than English, who we can sometimes match you with. If we cannot do this, we will arrange to use an interpreter.

We also have a range of materials in a number of different languages.

No. At the beginning of each session there is a short questionnaire to fill out. This covers a range of topics which might be affecting how you are feeling. These help us to keep track of how you are feeling and mean that our therapy sessions can be more focused on what you bring to the session. If you find filling in forms difficult you can either have a copy of the questionnaire to fill in during your own time or your therapist can help you on the day.

If you are unable to make your appointment, it is important that you contact the service as soon as possible, to cancel the appointment. A new appointment can then be made for you in line with the services cancellation and ‘Did Not Attend’ policy.

We can use phone, text, email and letter to contact you and will ask you which your preferred methods are when we first speak with you.

We will also make a note on the system if we are allowed to leave messages for you on your phone and/or send letters to your home address. This is to ensure confidentiality.

We aim to be flexible and can offer some appointments Monday - Friday outside of working hours. Please let us know your availability at assessment and we will inform you of the options available. 

We cannot take referrals from relatives due to confidentiality. We also find therapy works best if the individual feels ready to seek help themselves. We suggest you direct your relative to this website so they can see what is available.