Our Sevice Charter
As part of our commitment to our clients, we adopt a set of standards which reflect our core principles of:
- Confidentiality
- Person-centred
- Accessible
- Non discrimination
However, continual feedback from people who use our services is vital if we are to improve our performance. This is why we like to hear from individuals and organisations who use our services.
If you would like to make any comments about the services we provide, or indeed have any suggestions about how we can improve these services, please contact us.
What standards of service can I expect when I deal with TTC?
We would like you to know about the standards you can expect from us. We aim to achieve the standards set out below throughout our organisation.
In all our dealings with you, we will:
- treat everyone who uses our services, fairly and equally
- be punctual, reliable, courteous and friendly
- send you information within the time limits set out below
If you write to us, you can expect us to do the following:
- answer your letter within eight working days - if we can't provide a reply within this time, we will acknowledge your letter, in writing or by telephone, and give you a date by which we expect to give you a more detailed response
- answer your emails within five working days
- process applications for our services promptly, and time the service in agreement with clients.
Contacting us
Because of the nature of our service, we do not operate standard office hours so communication is through email at: counselling@therapeutictouchclinic.com
- we will deal with all emails promptly and courteously, taking messages for colleagues as necessary
- our staff will tell you their name
- If you require further information which is not on the website, we will answer specific questions by email. If our reply is something which may be useful for others to know, we may post it on the FAQ section of the website (these will only be answers to general enquiries about our service, and nothing of a personal nature).
Openness
If you cannot find what you are looking for on our website, please contact us.
You can help us to get it right
We are committed to providing the highest standards of service. To improve continuously the level of service we provide, we are open to suggestions and comments and use the information you give us to revise and improve our policies and procedures.
What if I am not happy with the service provided?
We will investigate complaints in the strictest confidence and will view any complaints as an opportunity to put things right. This will certainly not affect how we deal with the person who has made the complaint.
Who should I complain to?
Please talk first to the member of staff you have been dealing with. We can usually sort problems immediately. However, if we cannot sort out the matter in this way, you should follow our complaints procedures.
How do I make a complaint?
You can make complaints in writing to TTC, or by emailing our standard email address. The complaint will be shown to all members of our team, who will enquire that your complaint is handled appropriately. Where we can, we will write to you within eight working days. Where we cannot do so, we will tell you when you can expect a full reply.
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How much does it cost? The first session or email exchange is free. This is an opportunity for you to tell me something about yourself and what issues you feel you need help with. It is also a chance to get a sense of the process. Thereafter, if you chose to continue, sessions (email exchange is the equivalent of a face to face session), costs £30. |
About the Counsellor My name is John Dodds. I have trained as a counsellor for five years, and I hold a Counselling Certificate (COSCA) . I am currently working as a counsellor in Health All Round, a community health practice in Edinburgh. I am now extending my practice to include online counselling. |
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Secure Email For many, the preferred method is secure email. This gives you a chance to consider, and write down your thoughts and feelings. And it gives me, as the counsellor, a helpful record of everything you wish to consider. I can then take time to give you a detailed, in-depth response. I recommend secure email, which is encrypted. |
Online ChatOnline chat - also known as synchronous chat, where you and the counsellor used chat software to text talk - happens in the moment, so in that respect it has similarities with face to face counselling. This may not suit everyone, because non-verbal communication is missing. However, if you are comfortable with texting, this method, or you are seeking more immediate feedback, you may find this process helpful. |
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Download Hushmail Hushmail provides a secure, encrypted email accounts, which are free to use. Once you have an account, you email, you then register with the counselling service. We identify clients by a number, though names are filed securely in a separate place. |
Download Skype Skype offers a secure chat environment, through text messaging or internet telephone chat. It works in a similar way to Microsoft Messenger, ICQ, Yahoo Messenger and other well-known chat software. It's free, and once you have an account, you can register with the counselling service and provide your contact identity. |