Terms

Xeni Health

Terms & Conditions – Client agreement

Confidentiality

Everything that you discuss with your therapist is confidential. Confidentiality will only be broken if there is concern about your safety or the safety of someone else or if we are instructed to do so by a Court of Law. We will always endeavour to speak to you about this first

Confidentiality Restrictions

The laws that protect the confidentiality of any medical information also apply to online psychotherapies and counselling sessions.

Information about the client will only be released with his or her express written permission, with the exceptions of the following cases

• • If the therapist determines the risk of self-harm
  • If the therapist determines the risk of harm to others
  • If the therapist is informed about or suspects abuse, neglect, or exploitation of a minor or of an incapacitated adult
  • If the therapist believes that someone’s mental condition leaves the person gravely disabled

Under eighteen’s

• Xeni Health services are not for minors.

Risk of Harm

• Online therapy is not a crisis-based clinical service.
• Online counselling may not be appropriate for clients with active suicidal or homicidal thoughts, or clients who are experiencing acute mental health problems, such as manic or psychotic symptoms.
• It is the responsibility of the client to inform their therapist if they are at risk of harm to themselves or others.
• At intake, a client who reports being at risk of immediate harm to self or others, will not be offered online therapeutic services from Xeni Health.
• If through the intake evaluation or subsequent therapy sessions, a client is deemed to be at risk of harm to self or to others, we will terminate the sessions, while providing alternative referral suggestions.
• If a client who was not formerly at risk, should become at risk of such harm to self or others, they must immediately report it to their therapist. In such cases, a client may be referred to an appropriate service provider.

Technologies

Your therapist will ensure that sessions are conducted in a confidential setting, and we have chosen video calling software that offers end to end encryption to further protect your privacy. Please note that we cannot be held responsible for any breaches caused by failures in this technology through fault of these technologies or through client-side technologies.

• The client is responsible for securing his or her own computer hardware, internet access points, and password security.
• Xeni Health is not liable for confidentiality breaches when they are caused by client error.
• Xeni Health is not responsible for their client’s equipment failure, e.g. camera, and/or Internet service.

Xeni Health is not responsible for lapses in confidentiality that are in direct response to the client’s actions.

• If video services are not available due to an unplanned equipment or service malfunction, sessions will occur via telephone for the allocated time.

Recordings Are Strictly Prohibited

• Clients are not allowed to make an audio or video recording of any part of the session.
• Therapists are not allowed to make an audio or video recording of any portion of the session except where client consent is given to allow supervision of continued personal development of the therapist.

Your therapist may discuss their clinical work with a supervisor. This is to ensure that they are offering you the best service possible. These conversations are bound by confidentiality, and you will only be referred to by your first name.

Notes are also kept of each session. These are anonymised and are stored securely in a password protected file. These notes are for therapists and counsellors use only and help them to keep a track of everything that is being discussed. In line with industry standards, these notes can be kept securely for up to seven years after your therapy comes to an end, after which they will be confidentially destroyed. However, you may request deletion of these records as soon as your therapy sessions are completed.

You have the right to view these notes at any time. To make this request please contact the data protection officer directly via email at support@xeni.health.

All confidential information is held in accordance with the GDPR, 2018 using a secure and encrypted digital filing system. Records will be stored and maintained as required by applicable legal and ethical standards according to the various counselling professions accreditation boards, for example, The British Association of Counsellors and Psychotherapists.  We reiterate, at your request, we can delete these notes at the end of your entire therapeutic session or course with Xeni health.

Our full terms and conditions and privacy policy can be found on our website. Please see the Privacy Policy for more details about how data is used and stored, as well as your rights under the GDPR guidelines.

NB: Except for necessary initial intake data about who you are (your name) your contact details (telephone number, email and address) – you may request that we DO NOT keep notes about therapy sessions and your progress. To do this, please contact support@xeni.health.

Appointments

All therapy appointments last for fifty (50) minutes, and you will usually speak to your therapist via online video platforms such as Zoom. Telephone appointments are also available.

Please ensure that you choose a quiet and private location to conduct your online or telephone sessions and that you log in on time to make full use of the appointment. Please note that sessions cannot be extended beyond the agreed time.

Should either you or your therapist experience any technical difficulties, they will endeavour to switch to an alternative session format (e.g. another video calling platform or telephone) so the session can continue with minimal disruption. Outside of your agreed therapy sessions, it is not usual for you to have contact with your therapist. If you think that you may need extra support, please discuss this directly with them at next session.

Initial consultations

Initial consultations last fifteen (15) minutes. These sessions are to determine your suitability for our service. Xeni Health provides alternative therapy focusing on mindful living, mind-body (whole body) healing and invites our clients to explore the wonderful world of consciousness, self-healing, the quieting of the mind, the beauty of connecting with who you really are and to develop an understanding of the true nature (which is not your mind).

Payment

Payment for your sessions are made at the point of booking by card using the Setmore system. If you would like further information, please email support@xeni.health. If you would like to learn about the platform we use for our scheduling, please click HERE.

Making changes to your appointments

If you need to cancel or rearrange an appointment with us, you can do this via your Setmore account (if you created one) or by clicking the link within the email sent to you upon booking.

We ask that you give at least two days’ notice of any changes to be eligible for a refund. This gives us the opportunity to reallocate the slot to someone else.

Where sufficient notice has been given, there will be a cancellation fee of £2.50 to cover card processing and administrative costs.

We are charged taxes on all payments. If a client does not attend their session, no refund will be issued. This is because we are charged taxes on all payments and the slot could not be allocated to someone else. Please either cancel or rearrange your appointment at least two days in advance.

Breaks in Therapy

For therapy to be effective, regular and consistent attendance is essential. It is also important that both you and your therapist are aware of any planned breaks so that we can prepare. Your therapist will endeavour to give you at least 3 weeks’ notice of any holidays, and we ask that you try to do the same.

Raising Concerns

If you have any problems with the service that you receive, please let your therapist know or email us at support@xeni.health.

By embarking on holistic therapy with Xeni health, you agree to our terms set out in this agreement. We hope that your time with our therapist will be a positive experience, and we look forward to working with you.

 

Welcome to Xeni Health!