General Principles

A fast, efficient service

The first point that cannot be stressed enough is that clients pay for private therapy, expecting a particular type of service. The Nest, our online portal, has been designed to provide therapists with a maximum of 24 hours to respond to enquiries and bookings. However, if you can reply immediately, please do, particularly if you cannot take on the client. Full instructions for how to use our Enquiries and Bookings system can be found in this Documentation guide.

Keep clients in the loop

Please keep clients informed. For example, if you are unable to immediately give them the information they need, let them know when you will be able to. Most clients are prepared to wait if they are kept informed. As you'll know, there's nothing worse than being ignored, so please don’t leave them in the dark!

Additional charges

If a client is to incur any additional charges (e.g. if you think that making bespoke resources for them would benefit their therapy), they must be told about these in advance so that they can decide if they wish to proceed.