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FAQ｜ Frequently asked questions

1. How do I book a consultation?

You can contact us by phone, email, WeChat or leave a message in the contact section of our official website. We will usually reply to you within 2 hours. Our contact information is +44 (0) 7494 012 117, info@psywell.co.uk, or scan the QR code below to add our WeChat.

2. What is the consultation process?

For all new clients, our consultation is divided into 3 steps: 1. Make an appointment 2. Pre-consultation and payment 3. Formal counselling. We will not charge any fees during the appointment stage. When you confirm that you want to consult with us through pre-consultation communication, we will charge the full consultation fee and book appointment for your formal counselling. If you wish to cancel the appointment, please contact us 48 hours in advance, and we will refund the full consultation fee for you; if you cancel 24 hours in advance, we will refund 50% of the fee; if you cancel temporarily within 24 hours, we cannot refund your consultation fee.

3. Can I cancel my appointment?

You can cancel an appointment, but in order to protect the rights of consultants and respect their schedule, we advise you to contact us about cancelation as soon as possible. You can cancel until 24 hours before the Online sessions and until 48 hours before the Face-Face sessions. Cancellation after that, the full amount of the session will be charged.

4. Can i reschedule?

Yes, you can! For the quality of your counselling session, please contact us to reschedule as soon as possible, we will try our best to help you to find the most suitable time to suits your plan and counselling status.

5. Can I fix a time for my counselling session at regular basis?

If you want to maintain a long-term counselling relationship with us, we will arrange a fixed time for you to ensure you to track your progress and internal dynamics. We can arrange weekly, bi-weekly, or monthly consultations for you, depending on your situation.

6. Can Psywell counselling give me medical prescription?

We cannot give you prescription. Please contact your doctor/GP for such enquiry.

7. Can I contact PSYWELL in an emergency?

In urgent and extreme situations, we recommend you to contact 999 (UK emergency number) or Samaritans 116 123 (UK only) or your local NHS Mental Health Crisis Centre to give yourself, your family and friends necessary help.

8. HOW will psywell handle my personal information? Does psywell store my personal information and data?

PSYWELL Counselling strictly abides by the EU and UK personal information protection laws, and abides by the code of ethics of BACP framework, and keeps the relevant information shared by customers strictly confidential. However, according to laws and regulations, we are obliged to share your information under the following circumstances:

when PSYWELL Counselling is compelled to break confidentiality by a court of law,
when information disclosed during the session is of such concern that confidentiality cannot reasonably be expected to be maintained, i.e. terrorism, various crimes
or if the counsellor has the reason to believe that there is a risk of significant harm to yourself or others, in which case she reserves the right to contact the appropriate authorities.
counsellor would always try to keep you informed prior to disclosure, unless she/he considers that the urgency of the situation requires immediate action to safeguard the physical safety of yourself or others.

PSYWELL do not store your information for commercial purposes. In order to ensure the continuity of counselling services provided to you and improve your counselling experience, our counsellor will record and save the information you share for 6 months, after which we will cleanse such information. You don't need to worry about the leakage of information.

9. How do I use the discount and consulting package?

You can tell us the type of discount you are using during the pre-consultation stage, and we will apply the discount for you when you pay.

The customers who use the counselling package are basically our long-term customers. Our system will have your discount on record. After you purchase the discount package, our system will automatically record the usage of the package for you, and you can decide whether to cease or renew.

10. What preparations do I need to do before counselling sessions?

Please do not drink alcohol, or consume anything that affect your mental state (dizziness, drowsiness) before the session, and keep your mind clear. Completing a high-quality counselling/therapeutic session is the responsibility of both you and the counsellor. We wish you to honour the time you put in.

In online video consultation, please ensure that your signal and network are stable before the session starts, and please make sure your face could show clearly in the screen.

11. Any thing I need to keep in mind during the session?

Please stay relaxed during the session and be assured that you are in a very safe environment free of and judgement and criticism. In addition, please maintain a positive and cooperative attitude during the session. A good counselling experience is the result of the joint efforts of both you and our counsellor. Please stay focused during the session and do not drink or eat.

During online video meeting, your cooperation becomes even more important. Please ensure that your signal and network are stable in advance, and make sure your face could show clearly in the screen.

12. What is the counselling methods? Can I choose offline session?

There are online sessions and offline sessions. For offline sessions, our address is 4 Staple Inn, High Holborn. WC1V 7QH. The online sessions will be conducted through online video platforms, such as ZOOM, Team, Google Meets, etc. Please let us know if you prefer other methods and we will send you the video conference link the day before or on the day of the counselling session.

13. Will PSYWELL sign a contract with me?

In order to protect the rights and interests of you and the counsellor, we will sign a counselling contract with you before the formal session begins.

14. Can I contact my counsellor directly without going through the front desk assistant?

Our consultants maintain a strict consultant-client relationship with you, and all contacts will be limited to the therapeutic sessions and any emails and phone calls necessary to arrange appointments.