Policies
How we keep you safe, look after your information and do things fairly. These apply whoever you work with at Compass Therapies. If anything isn’t clear, just ask.
Our policies
What you share in therapy stays between you and your therapist. Confidentiality isn’t absolute, though: we may need to share information if there’s a serious risk to you or someone else, or if the law requires it. Wherever it’s safe to do so, we’ll talk with you first. All our therapists discuss their work in confidential clinical supervision, without identifying you.
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We keep brief, secure notes of your sessions, and only collect what we need to work with you safely. Your information is stored securely in line with UK data protection law, and is never shared without your permission unless we’re legally required to or someone’s safety is at risk. Records are usually kept for seven years after therapy ends. For children and young people, they’re kept until their 26th birthday, or for seven years, whichever is longer. Records relating to safeguarding concerns may be kept for longer, in line with national guidance. Records are then securely destroyed. You can ask to see the information we hold about you at any time.
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Please give at least 48 hours’ notice to cancel or rearrange, by email or text. Sessions cancelled with less notice, or missed without notice, are charged at the full fee. We understand that health and life don’t always go to plan, and we’ll always respond with compassion.
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We’re committed to the safety and wellbeing of every child, young person and adult we work with. If we’re worried that someone is at risk of serious harm, we’ll follow local safeguarding procedures, and this may mean sharing information with the right services. Wherever it’s safe and appropriate, we’ll discuss this with you first.
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Online sessions use secure video platforms. We’ll ask you to find a private, comfortable space where you won’t be overheard, and we’ll agree a plan in case the connection drops. Online sessions follow the same standards and boundaries as in-person sessions.
We want our services to work for you. Our usual studio isn’t wheelchair accessible, but we can arrange an alternative accessible room. Just let us know. Katy has Level 4 British Sign Language, so Deaf clients are very welcome to work in BSL. Online sessions are also available. If anything else would make sessions easier, such as a different time, a change to how we communicate or adjustments to the room, please tell us, and we’ll do everything we can to meet your needs.
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Compass Therapies isn’t an emergency or crisis service. If you or someone else is in immediate danger, call 999 or go to A&E. For urgent support, call NHS 111 and choose the mental health option, or call Samaritans free on 116 123.
We welcome feedback, good and bad. If something isn’t right, please tell your therapist or email feedback@compasstherapies.org, and we’ll listen and respond fairly and promptly. If you’re still unhappy, you can contact your therapist’s professional body. For Katy, that’s the HCPC or the British Association of Dramatherapists.
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Physical items (like HOWZAT! cards) are usually posted by Royal Mail within a few working days, or you can collect them free from the studio by arrangement. If you change your mind, you can return unused items within 14 days of delivery for a refund. Return postage is paid by you unless the item is faulty or damaged, in which case we’ll put it right.
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Digital downloads (like guided meditations) are available straight after purchase. Because you can access them straight away, you won’t be able to cancel for a refund once your download has started. If a file doesn’t work or arrives faulty, just email us and we’ll put it right.
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