Galena Wellbeing Policies & Practices
Therapeutic Policies and Crisis Pathways
I am committed to providing a safe, supportive, and ethical environment for all clients. My aim is to empower you through counselling, wellbeing mentoring, motivational coaching, and HeartHealing® (currently in training).
To ensure a positive and professional experience, I have outlined my policies and practices below. These guidelines are designed to protect your wellbeing and maintain the highest professional standards in my practice.
1. Crisis Management and Supporting Suicidal Clients
Important Crisis Resources
Samaritans: 116 123
Shout: Text 85258
999: In emergencies, call 999 or visit your local A&E.
Your GP: For non-emergency medical support and mental health referrals.
While I do not offer crisis intervention services, I am here to support clients experiencing suicidal thoughts. If such a situation arises, I follow these steps to ensure your safety:
Risk Assessment: If you disclose suicidal thoughts, I will conduct a risk assessment to gauge the severity of your situation. This includes asking direct questions about your thoughts and intentions, and assessing your access to means and support.
Safety Planning: Together, we will develop a safety plan if you are not at immediate risk. This plan may include:
Recognising triggers and warning signs.
Identifying coping strategies and support contacts.
Providing information on crisis resources, such as Samaritans (see above) or NHS 111.
Encouraging the removal of harmful means.
Emergency Referrals: If you are at immediate risk, I will refer you to appropriate services, including:
Emergency services (999) or A&E.
Crisis mental health teams or contacting your GP with your consent.
Confidentiality and Safeguarding: I prioritise your confidentiality. However, if there is a significant risk of harm to yourself or others, I may need to share information with emergency services to ensure your safety. Additionally, I am committed to safeguarding vulnerable individuals and will act in accordance with the relevant safeguarding policies.
2. Safeguarding Policy
At Galena Wellbeing, safeguarding is paramount. I recognise my duty to protect and promote the welfare of all clients, particularly those who may be vulnerable. This includes:
Identifying Vulnerability: Being aware of signs of vulnerability and potential abuse, including emotional, physical, or sexual harm.
Reporting Procedures: If I suspect any safeguarding concerns, I am obligated to report these to the appropriate authorities, including social services or the police, to ensure the safety and wellbeing of the individual involved.
Support for Clients: I will work with clients to ensure they feel safe and supported throughout their journey. This may include discussing any safeguarding concerns and collaboratively developing a plan of action.
3. Client Onboarding and Agreement
Before we begin our sessions, you will complete a New Starter Form. This form, along with a signed agreement, outlines our working relationship, including confidentiality, mutual expectations, and the scope of services we provide. This process helps us establish a clear and collaborative framework for our time together.
4. Confidentiality and Data Protection
Your privacy is of utmost importance to me. I adhere to strict confidentiality standards in line with the BACP, NCPS, and ICF. All information shared during our sessions is kept private unless there is a significant risk of harm to yourself or others.
I am also registered with the ICO (Information Commissioner’s Office) and comply with GDPR standards to ensure all client data is securely managed and stored.
5. Record Keeping Policy
At Galena Wellbeing, we are committed to maintaining clear and accurate records to support the services we provide. All client records will be securely stored and retained for a minimum period of 5 years in accordance with professional standards and legal requirements.
These records help ensure continuity of care and enable us to deliver high-quality services tailored to your needs. Your privacy and confidentiality are of the utmost importance, and we adhere to all relevant data protection laws, including the General Data Protection Regulation (GDPR).
6. DBS Registered
I am DBS (Disclosure and Barring Service) checked, fulfilling UK legal requirements for working with vulnerable individuals, further ensuring your safety and confidence in my services.
7. Regular Supervision
I participate in regular supervision for counselling each month to ensure that I provide the best support possible. This ongoing professional development allows me to reflect on our practice, address any challenges, and maintain a high standard of care for all clients.
8. Ethical Practice
I am dedicated to working ethically and responsibly, adhering to the highest standards of practice as outlined by professional bodies, including the BACP, NCPS, and ICF and HeartHealing. I believe in treating all clients with dignity and respect, ensuring that their rights and wellbeing are prioritised throughout our work together.
9. Working Hours and Boundaries
My core working hours are Monday to Friday, 9 AM to 7 PM. I strive to accommodate your needs with scheduled sessions during these hours. However, please note that I do not provide 24-hour support or crisis management. If you need immediate assistance, I encourage you to contact the crisis services listed above.
10. Complaints Policy
At Galena Wellbeing, I am dedicated to providing a safe, respectful, and professional environment for all clients. I value your feedback and take any concerns seriously. If you are unhappy or dissatisfied with any of the therapy services received through Galena Wellbeing, then I would like to be able to work with you to find a resolution. I really care about the service you are receiving and would like to know if you have a complaint. Galena Wellbeing treats all complaints seriously and with the utmost of sensitivity and confidentiality.
The aims of the complaint procedure are:
To enable any complaint to be investigated in the fairest conceivable way.
To ensure that complaints are dealt with in a timely manner.
To enable the consequences of mistakes to be resolved and avoid any unnecessary conflict.
To help in service development.
How to access Galena Wellbeing complaint procedure document:
A hard copy can be requested by phone, email, letter or in person.
This is in line with BACP, NCS and ICF professional standards in the ethical framework.
Although there are not the resources to produce this procedure in multiple languages and format’s, it can be translated, viewed in larger text and read out loud using standard online tool’s.
Who can complain:
Anyone who received counselling in the last three years, unless the client is under sixteen years old. The three years will start from their sixteen birthday. This is in line with the BACP and NCPS complaints procedures.
For life coaching – anyone who received life coaching in the last year, which is in line with ICF Professional Conduct Procedure.
Someone representing a client, where the client received counselling or life coaching from Galena Wellbeing within the above timescales.
A parent or guardian representing a child under the age of sixteen where the child has received life coaching from Galena Wellbeing, within the last year.
Someone representing an adult or young person who lacks mental capacity, where they have received counselling or life coaching from Galena Wellbeing within the above timescales.
Anonymous complaints will be discussed with a Clinical Supervisor who will discuss the appropriate course of action.
What is the time limit:
The time limit within which service users or third parties may make a complaint is three years for counselling and one year for life coaching. This is in line with the BACP, NCPS and ICF Professional conduct procedure. It is however beneficial for all concerned, if the complaint is brought to the attention of the counsellor/life coach/founder as soon as possible.
How to complain:
A complaint should be made in the first instance to the counsellor/life coach/founder, Louise Dicks. This can be in person by appointment, by telephone, email or letter. Please contact:
Louise Dicks - Galena Wellbeing, 21 Kings Avenue, Corsham, SN13 0EF
Telephone: 07729 153935
Email: info@galenawellbeing.co.uk
Informal complaint:
When a complaint has been received then an informal resolution will be sought by the counsellor/life coach/founder, Louise Dicks. This will be acknowledged within seven days of it being received. The complaintant will be forwarded the Galena Wellbeing complaints procedure. Resolution management could involve a face to face meeting, or written explanations depending on what suits your needs.
If a face to face meeting is requested, you have the right to be accompanied and/or be represented by a supportive person of your choice. The counsellor/life coach/founder may also have their Clinical Supervisor or another representative present in order to assist the process of resolving the complaint. This session will be free of charge.
Alternatively, you may speak to the counsellor’s Clinical Supervisor or their representative who will hold a confidential space to acknowledge your concerns, and potentially signpost you for ongoing therapeutic support. This will also help the supervisor or designated representative to support the counsellor/life coach to enhance their practice and ensure that this complaint doesn’t occur again by incorportating the reflections and learnings. This session will also be free of charge.
Further advice from counselling and coaching membership bodies, can be found below:
Louise Dicks is active members and follow their ethical framework and standards.
BACP
bacp-ethical-framework-for-the-counselling-professions-2018.pdf
NCPS
Code of Ethical Practice (nationalcounsellingsociety.org)
ICF
ECRProcess2020.pdf (coachfederation.org)
ICF-Code-of-Ethics-1.pdf (coachingfederation.org)
Formal complaint:
In the event that a complaint is not resolved satisfactorily by Galena Wellbeing, then a formal complaint may be made to the BACP or NCS for counselling and ICF for life coaching.
Details can be found below:
BACP
Email: professional_conduct@bacp.co.uk
Contact number: 01455 883300
NCPS
Email: conduct@nationalcounsellingsociety.org
ICF
Email: ethics@coachingfederation.org
Keeping records of complaints:
A record will be kept of all complaints received for a period of three years. Anonymous complaints will also be recorded, including the reasons for any decision to pursue or not to pursue the complaint. A report of the complaint, procedure and outcome will also be submitted to the BACP, NCPS or ICF if requested.
Thank you for considering Galena Wellbeing as your partner in this journey. I look forward to supporting you on your path to personal growth and wellbeing.