Frequently Asked Questions
Practicalities
Who we work with
The counselling process
I am thinking about counselling, what are the next steps?
We believe that finding a counsellor you're comfortable working with is really important to the process and outcome of your counselling.
We offer all potential new clients a FREE initial consultation, which gives you the opportunity to decide whether your chosen counsellor feels a good fit for you. It is also a chance for you to talk briefly about your reasons for seeking counselling and the difference you want the counselling to make.
During your FREE initial consultation, there will be absolutely no pressure for you to agree to enter into a counselling relationship. It's important that the decision feels entirely yours, and it is a decision that only you can make. To arrange your free initial consultation, click here to book. You can choose to talk with Heather Bond or Caroline Scade. Other counsellors working at Springvale Wellbeing work within our Reduced Fee Service which may also be of interest.
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Do you offer face-to-face, telephone and online counselling?
Yes, we offer counselling in person, via encrypted video software and occasionally by telephone. Each client is allocated a personal telehealth room in which any online sessions are conducted. To use the personal telehealth room doesn't require a software download, just a smartphone, laptop or computer.
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How much does it cost and how do I pay?
You can have a FREE Initial Consultation which is conducted by phone or encrypted video link if you're looking to work with Caroline or which could also be in-person if you're thinking of working with Heather. When booking your initial chat, please add in the comments section what format you'd like (state: telephone, video or f2f).
Our prices range from £50 per session. You can find a full list of our services and prices here. Depending on caseload, we are sometimes able to reduce our fee a little to make counselling more affordable for you. Please also consider self-referring for our Reduced Fee Service, which offers weekly or fortnightly sessions at £15, £20, £25, £30 or £35, depending on what you feel you can afford (no proof of circumstances required).
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We ask you to pay in advance of each session by bank transfer. If you'd prefer to pay by cash, you can arrange this with your practitioner but please note that you will need to bring the exact amount with you. Please be aware that we do not invoice insurance companies or accept cheques.
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Where are you located?
Our therapy rooms are at the former Springvale Hotel in Strathaven. The address is 18 Lethame Rd, Strathaven, South Lanarkshire, ML10 6AD.
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There is some parking directly outside our property but we cannot guarantee a space since we have 5 therapy rooms and usually only 2 car parking spaces. We are a 2-minute walk from the Common Green Car Park in Strathaven town centre.
We are easily accessible to those travelling from Stonehouse (9 mins), East Kilbride (13 mins), Hamilton (16 mins), Glasgow (30 mins) and surrounding areas.
We have two therapy rooms on the ground floor (one with wheelchair-accessible toilet), and we have a wheelchair-accessible ramp located to the side of the property. It should be noted that the surface area immediately outside the property is gravel. If you are concerned about access to the property then you may be more comfortable having online or telephone counselling so that you can remain in the comfort of your own home. That said, many people prefer face-to-face counselling and if you live fairly locally then you may wish to enquire whether your chosen counsellor would be willing to visit your home if a disability makes it difficult for you to travel.
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Is there parking available?
There is some parking directly outside our property but we cannot guarantee a space since we have 5 therapy rooms and usually only 2 car parking spaces. We are a 2-minute walk from the Common Green Car Park in Strathaven town centre.
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We are easily accessible to those travelling from Stonehouse (9 mins), East Kilbride (13 mins), Hamilton (16 mins), Glasgow (30 mins) and surrounding areas.
We have two therapy rooms on the ground floor (one with wheelchair-accessible toilet), and we have a wheelchair-accessible ramp located to the side of the property. It should be noted that the surface area immediately outside the property is gravel. If you are concerned about access to the property then you may be more comfortable having online or telephone counselling so that you can remain in the comfort of your own home. That said, many people prefer face-to-face counselling and if you live fairly locally then you may wish to enquire whether your chosen counsellor would be willing to visit your home if a disability makes it difficult for you to travel.
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How long is a session?
Our sessions last 50 minutes unless tailored to a specific length for you by your practitioner.
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How often will I see you?
Counselling sessions are normally on a weekly basis, on the same day and time each week. Sometimes people prefer to meet fortnightly, and we can usually accommodate this. Some clients choose to reduce the frequency of their sessions before ending their counselling. This is something that you and your counsellor can discuss when reviewing the progress of your counselling.
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For those doing shift work or with an irregular work routine, ad hoc sessions are sometimes also possible - please ask about this at your free initial consultation.
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How many sessions will I need?
It is difficult to say how many sessions you or your child will need. Some clients feel they only need 4 or 5 sessions, whilst others may come for much, much longer. Of course, it is entirely up to you and you might decide to see how you get on session by session. There is no maximum number of sessions (unless you are within the Reduced Fee Service, in which case the maximum is usually 20) and also no minimum number.
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What happens if I do not attend or cancel a session?
If you miss a session without notifying your practitioner then the full session fee is still payable. Cancelled sessions with less than 48 hours' notice are usually charged at the full session fee unless there is a compelling reason to waive the fee, such as sudden illness or other emergency. The cancellation policy applies to holidays, any work commitments or illness.
In instances where you need to contact your practitioner to cancel or rearrange appointments, counsellor contact details can be found here. If any of us is unable to take your call, please leave a message. Calls and messages will be responded to as soon as possible within my normal operating hours.
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What happens if my counsellor cancels a session?
Your counsellor will give you advance notice of holiday or any other absences, and as much notice as possible of any absence due to illness. Sessions missed due to your counsellor's absence will, of course, not be chargeable.
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What should I do if I'm running late for a session?
If you are going to be late for a session, please call or text your counsellor to let them know - you can find contact details here. Any session that commences after the appointment time cannot be extended beyond the agreed finish time
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What is your privacy policy - how do you use my data?
Do you work with couples and other relationships? How about families?
Do you work with children and young people?
Yes, Heather Bond works with children aged 4+, using play therapy skills with younger children and talking/creative therapies with older children and teens. View our list of services here.
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What happens in a counselling session?
Counselling sessions involve you or your child having a safe, warm, non-judgmental space to explore what's bothering you. Usually that involves talking, but sometimes you might find it hard to find words to express your experience and you might wish to work more creatively with your counsellor to explore your issues. This might involve artwork or listening to music together. Counselling is a safe space where you can be yourself and feel listened to, understood and warmly supported.
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How do I explain counselling to my child (11+)?
We have created a leaflet that explains what to expect. Download it here.
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How do I explain therapeutic play to my child (4+)?
Here is a video of our purpose-built playroom:
And here are some suggestions as to how you might talk to your child about the sessions...
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What is Therapeutic Play?
Heather is someone who is trained to help children who have some kind of problem in their lives. Sometimes children struggle with big feelings. Sometimes people have difficult situations to deal with in their lives and they have big worries. Sometimes they hurt on the inside. When you hurt yourself on the outside you feel sad so the people that care for you might put a plaster on the sore bit or take you to a doctor to make you better. Heather’s job is to help people to feel better on the inside.
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Why am I going to see Heather?
You may find it helpful to see Heather because you feel sad or angry or scared about something or perhaps because something horrible has happened. Maybe you can’t help fighting or crying or you feel bad about yourself. Sometimes, it is hard to talk about your feelings so Heather will try to help you feel better without you having to explain things. That’s because children play their feelings better than they talk about them.
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What will Heather do?
Heather will meet the people who know you best to find out how you are. Then you and Heather will play together in Heather’s playroom, so you can get to know each other. Your sessions will usually last 50 minutes and the sessions will usually happen at the same time and in the same place each week.
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Will Heather tell other people what we’ve been playing?
When you first meet, Heather will explain that there are very few rules in the playroom (the main ones are that nobody hurts anyone, and the toys must not be broken deliberately) and that you can play or not play – the choice will be yours. She will also explain that most of what happens in the playroom is private and just between the two of you and she will also explain what she might sometimes need to share with other people. She won’t tell anyone the actual details about what you have played or talked about, but sometimes she will need to talk to a grown up about how you are. Heather will have to tell other grown-ups if she is really worried about you – it is really important that other people get to know if you are not safe. Heather will want to talk to you about this.
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Do I have to keep it private too, that I’m having some therapy?
That’s up to you – therapy isn’t a secret. You can talk about what you’ve been doing to anyone you want to, but you don’t have to. If you feel like keeping it to yourself, that’s OK.
How will playing with Heather help me?
Working with Heather will help you to understand your feelings while you play. Children’s problems can get better when they understand their feelings. It might take a long time but in the end you and Heather will both feel ready to say goodbye and you will feel able to manage without her. This ending bit might feel hard, but Heather will help you with this.
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What happens when I first meet you?
The first session is an assessment session. This gives you and your counsellor a chance to see how it feels to work alongside each other and how to proceed. It will be an opportunity for you to get clearer on what you want to achieve out of counselling. It will also be an opportunity for your counsellor to gather some information about you and the reasons for seeking counselling. At your initial assessment, you and your counsellor can decide the number of sessions you will work together before reviewing how the work is progressing, but you can change your mind about this at any time.
Occasionally, either during a free initial consultation, or during your first full session, it may become apparent that your chosen counsellor isn't the right counsellor for you; for example, if the issue you need help with lies very outside the counsellor's areas of expertise or you have specific requirements regarding the type of therapy you wish to receive and we are unable to offer what you're looking for. If that is the case, your counsellor will signpost you to an alternative counsellor or service.
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What about confidentiality?
We are registered members of the British Association for Counselling and Psychotherapy (BACP) and adhere to its Ethical Framework for the Counselling Professions. Your sessions are subject to professional confidentiality. Aligned with BACP ethical practice, each counsellor has regular supervision where any aspect of the work may be discussed anonymously. We will not pass on any personal information about you or your attendance to counselling with others, unless you ask us to do so. The only exceptions to this are:
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If your counsellor becomes concerned that there is a substantial risk of harm to yourself or to others.
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If your counsellor believes a child or protected adult is at risk of harm or abuse.
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If your counsellor becomes subpoenaed to appear in court, then they will be required to tell the truth under oath.
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If you share information about money laundering, drug trafficking or a proposed act of terrorism.
Should the need to break confidentiality arise, your counsellor would generally try to discuss the situation with you, unless the situation required immediate action to safeguard the physical safety of you or others.
In certain cases, you may request that your counsellor share information concerning you. In these cases, we require written permission from you before we can carry out your request.
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After each session, your counsellor records brief, typewritten clinical notes that describe the main theme(s) of the session. You can request to see these at any time by making the request via e-mail to info@springvalewellbeing.co.uk. We will provide a printout of your notes within 30 days of receiving your request. Parents, please note that for the Young Person Counselling service you may not request to see your child's notes - these are confidential and available only to your child. A child can request to see their notes by e-mailing info@springvalewellbeing.co.uk. For our younger clients receiving therapeutic play sessions, parents can request to see their child's notes, but please bear in mind that this may hinder your child's progress in therapy since they may not subsequently feel free to express themselves during the sessions in the way that they need to.
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Adult notes are kept for a period of 7 years after completing counselling. Notes for those aged under 16 are kept indefinitely, since these can be the subject of a legal request at any time in the future.
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You can read more about privacy and confidentiality here.
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Will you be available for me in a crisis?
Springvale Wellbeing is not a crisis or emergency service. If you need to speak to someone urgently, please contact:
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Your GP surgery, or
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The NHS 24 hour helpline, by dialling 111 (open 24 hours a day, 7 days a week), or
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The Samaritans, 116 123 (this number is free to call).
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Young Minds Parents Helpline: 0808 802 5544 (Monday to Friday 9.30am – 4pm, free for mobiles and landlines)
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For young people experiencing a mental health crisis: Text the YoungMinds Crisis Messenger for free 24/7 support. Text YM to 85258.
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How does counselling usually end?
You will normally know when you are ready to finish counselling and you and your counsellor will work collaboratively towards a final session.
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What if I have a complaint?
We very much hope that you find our service both warm and professional. If you have a suggestion as to how we can improve our service then you can email improvements@springvalewellbeing.co.uk. All suggestions for improvement are very welcome!
If you have a complaint about your counsellor then it is very helpful if you can discuss this with your counsellor - relationships are often strengthened through rupture and repair. If you feel that you cannot do this, you can email the Practice Manager, Heather Bond, at heather@springvalewellbeing.co.uk.
f you are not satisfied that your complaint has been addressed then you can contact the BACP's 'Get Help With Counselling Concerns' service.
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