The therapeutic relationship is both highly professional and deeply personal, which is why terms of service play an important role in setting the parameters within which therapists and their clients work. The structure of Phoenix Counselling differs from other personal services, with our therapists joining together to promote counselling and psychotherapy across Birmingham, Oldbury and surrounding areas. Although we work collectively, each practitioner is an individual therapist (self-employed); therefore, depending on the type of referral, our terms of service differ:

• Employment Assisted Programs - Terms of service vary and are dependent on the signed service level agreement with a company

• Self Referral - Once allocated to a therapist, the terms and conditions of service would be down to the individual therapist, e.g. arranging of appointments, client records and communication

However, in both instances:

• We are an appointment-only service

• Phoenix Counselling does not maintain a waiting room. Please ring the bell at the time of your appointment, and your therapist will greet you.

• We are unable to provide 24/7 support. If you are in immediate crisis, we always encourage you to contact another appropriate service, including the NHS Mental Health team on 111, or the Samaritans on 116 123. In the event of an emergency, please always call 999

• CCTV is in operation in some areas of the building for security reasons

• Recording may only take place with the knowledge and explicit consent of ALL parties - therapists, and other persons present during a session or other interaction, whether face-to-face or taking place by audio, or video link.

• Code of Conduct - Our therapist and administrative staff have the right to be treated with respect and dignity without the risk of threatening behaviour. This type of behaviour will not be tolerated and may result in Phoenix Counselling and your therapist terminating therapy.

• Inclement Weather - We recognise that adverse weather conditions can prevent both therapists and clients from attending planned appointments. We do not wish to compromise the health and safety; therefore, in the event of a severe weather warning (snow), we may decide it is in the best interest of all parties to close our centre. We will keep all therapists informed of our intention, who will, in turn, inform their clients.