Inner Space Counselling Ltd

1.1 Welcome from the Practice Manager

Welcome to Inner Space Counselling Ltd. We are delighted to have you join our team and look forward to the unique contributions you will bring to our practice.

This handbook has been put together to give you everything you need to settle in quickly and confidently. It covers our values, how we work, the systems you will use day to day, and the professional standards we uphold. Please read it through carefully and keep it handy for reference.

If you have any questions at all, please do not hesitate to get in touch. We are here to support you every step of the way.

Claire Daplyn, MSc, PTSTA (P)
Practice Manager and Founder

1.2 About Inner Space Counselling Ltd

Our History

Inner Space Counselling Ltd was founded by Claire Daplyn in 2014 with a simple but powerful purpose: to provide compassionate, professional, and effective counselling and psychotherapy services that support personal growth and long-term health.

Since then, the practice has grown steadily and now supports a team of highly qualified therapists working across multiple locations in the Tunbridge Wells and Mayfield areas, as well as online.

Mission Statement

To provide compassionate, professional, and effective counselling and psychotherapy services that support personal growth and long-term health.

Core Values

• A belief in the human potential for change and improvement
• The importance of personal growth and long-term health
• Therapy, delivered in a safe and supportive setting, can help surmount many of life’s challenges

1.3 Our Services

Inner Space Counselling offers a broad range of therapeutic services:

Service	Details
Individual Counselling and Psychotherapy	50-minute sessions for adults, in person or online
Couples Therapy	60-minute sessions, in person or online
Group Therapy	90-minute sessions (minimum 3 participants)
Children (age 7+)	30-minute sessions, in person only for under-12s. Includes dramatherapy with our specialist dramatherapist, Jessica, who uses arts and crafts, storytelling, creativity, and imaginative expression
Teenagers (age 12+)	Available in person and online
Clinical Supervision	For trainee and qualified therapists
Low-Cost Therapy	A limited number of reduced-fee appointments (online or therapist’s own premises only)

1.4 Team Structure and Key Contacts

Role	Name	Contact
Practice Manager / Founder	Claire Daplyn	[email protected]
Admin Support Manager	Dawn	[email protected]
Virtual Reception (Paperclip)	Paperclip Team	[email protected] / 01892 249032
IT Support	Tim	Via Claire
Main Practice Phone	01892 249032
General Enquiries Email	[email protected]
Team Email (All Therapists)	[email protected]
Website	www.innerspacecounselling.co.uk

2.1 Onboarding Checklist

Before you begin seeing clients, the following must be provided to Claire:

• Enhanced DBS certificate or evidence of subscription to the DBS Update Service (required for therapists who will be working with children)
• Current professional indemnity insurance (copy)
• Proof of professional registration with a relevant body (e.g. BACP, UKCP, NCPS)
• ICO registration (data protection). As an independent contractor, you are a separate data controller under UK GDPR and must hold your own ICO registration (currently £40/year). Inner Space Counselling’s registration covers the practice’s own data processing but does not extend to individual practitioners.
• Professional biography for your website profile
• Professional headshot photograph
• Bank account details (for monthly fee payments via BACS)
• Signed Inner Space therapist contract

2.2 Contract Summary

You will sign a contract with Inner Space Counselling Ltd before starting. Key terms include:

Fee Structure

Inner Space charges a service fee as a percentage of the client fee collected. The percentage depends on session location:

Location	Inner Space Retains	Therapist Receives
Online / own premises (incl. High Street, Mayfield, Town Hall)	30%	70%
Central Tunbridge Wells room (Inner Space premises)	40%	60%

Client Fees (from 1 September 2026)

The table below shows the most common appointment types and the fee split by location. A complete fee schedule covering all appointment types is included in Appendix D.

Individual Therapy

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
Initial Consultation (Online, High St, Mayfield, Town Hall)	50 min	£62	£43.40	£18.60
Initial Consultation (Central T. Wells)	50 min	£62	£37.20	£24.80
Individual Psychotherapy (Online, High St, Mayfield, Town Hall)	50 min	£72	£50.40	£21.60
Individual Psychotherapy (Central T. Wells)	50 min	£72	£43.20	£28.80

Couples Therapy

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
Couples (Online, High St, Mayfield, Town Hall)	60 min	£100	£70	£30
Couples (Central T. Wells)	60 min	£100	£60	£40

Low-Cost Therapy

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
Low-Cost Therapy (Online, High St, Mayfield, Town Hall)	50 min	£47	£32.90	£14.10

Children and Young People

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
30-min Appointment (Online, High St, Mayfield, Town Hall)	30 min	£45	£31.50	£13.50

Supervision

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
Individual Supervision (Online, High St, Mayfield, Town Hall)	60 min	£72	£50.40	£21.60
Individual Supervision (Central T. Wells)	60 min	£72	£43.20	£28.80

Group Therapy

Appointment Type	Length	Client Fee (per person)	Therapist Receives	Service Fee
Group Therapy, min. 3 (Online, High St, Mayfield, Town Hall)	90 min	£43	£30.10	£12.90

Fees are reviewed annually, and any changes will be communicated in writing with at least 30 days’ notice.

Other Key Contract Terms

• You operate as an independent contractor (not an employee). You are responsible for your own tax and National Insurance contributions.
• Either party may terminate with one calendar month’s written notice.
• You must maintain professional registration, insurance, ICO registration, and (where applicable) DBS clearance throughout the contract period.
• You must conduct all therapeutic work in accordance with your professional body’s ethical framework.
• You must respond to client and administrative communications within two working days.
• You must notify Inner Space of any periods of absence as soon as reasonably practicable.
• You must inform Inner Space immediately of any regulatory, legal, or disciplinary matter that may affect your fitness to practise.

2.3 Email Setup

You will be given an @innerspacecounselling.co.uk email address via Microsoft Outlook. Here is the setup process:

1. Claire will instruct our IT manager (Tim) to create your email account.
2. Watch for a confirmation email in your personal inbox (check junk/spam).
3. Log in at https://outlook.office.com/ and change your password.
4. Send a test email from your new account to Claire so she can confirm everything is working.
5. Set up the Microsoft Outlook mobile app on your phone (see Downloading the Outlook Mobile App below).

Email Signature

Please set up a professional email signature on both the web/desktop version and the mobile app. Your signature should follow the structure below, substituting your own details:

For example, if your name is Jane Smith and you are a BACP-registered counsellor, your signature might read:

Setting Up Your Signature in Outlook on the Web (outlook.office.com)

1. Log in at outlook.office.com.
2. Click the ⚙️ Settings cog in the top-right corner.
3. Select Mail from the left panel, then click Compose and reply.
4. Under Email signature, you will see a text editor. If you already have a signature, it will appear here; otherwise, click + New signature and give it a name (e.g. “Inner Space”).
5. Type your signature text into the editor following the format above. Use the formatting toolbar to make “Warmly,” bold.
6. To add the website and phone number, simply type them in. You can use the emoji picker (or copy and paste from this guide) for the 🌐 and 📞 icons.
7. Tick the boxes for Automatically include my signature on new messages I compose and Automatically include my signature on messages I forward or reply to.
8. Click Save.

Adding Social Media Icons and Links

To add clickable social media icons to your signature:

1. First, save small icon images for Facebook and Instagram to your computer. You can find free, professional-looking icons by searching online for “Facebook icon PNG” and “Instagram icon PNG” (choose simple, clean icons around 24×24 pixels).
2. In the Outlook signature editor, place your cursor where you want the icons to appear (below your contact details).
3. Click the Insert inline image button (the small picture/image icon in the formatting toolbar) and select your Facebook icon file. The icon will appear in your signature.
4. Select the icon image you just inserted by clicking on it, then click the Insert link button (chain-link icon in the toolbar).
5. Paste the Facebook URL: https://www.facebook.com/innerspacecounselling and click OK.
6. Repeat for Instagram: insert the Instagram icon image, select it, link it to https://www.instagram.com/innerspacecounselling_ (note the trailing underscore).
7. Add a small space between the two icons so they do not look cramped.
8. Click Save to update your signature.

Downloading the Outlook Mobile App

Having Outlook on your phone means you can respond to client enquiries promptly, even when you are away from your computer.

1. iPhone (iOS): Open the App Store, search for “Microsoft Outlook”, and tap Get to download.
2. Android: Open the Google Play Store, search for “Microsoft Outlook”, and tap Install.
3. Once installed, open the app and tap Add Account.
4. Enter your @innerspacecounselling.co.uk email address and the password you set up earlier.
5. Follow any on-screen prompts to complete the setup. You may be asked to enable notifications; we recommend allowing these so you do not miss important messages.

Setting Up Your Signature in the Outlook Mobile App

1. Open the Outlook app on your phone.
2. Tap your profile icon (or initials) in the top-left corner.
3. Tap the ⚙️ Settings cog at the bottom-left of the menu.
4. Scroll down and tap Signature (under the Mail section).
5. If you have multiple accounts, make sure you are editing the signature for your @innerspacecounselling.co.uk account (toggle Per Account Signature on if needed).
6. Enter a simplified version of your signature. The mobile app has limited formatting, so a clean text version works best:

7. Tap Save (or the tick/checkmark).

Our policy is to aim to respond to enquiries within 24 hours where possible. Best practice is not to respond to emails outside normal office hours.

Out of Office

Please set up an out-of-office auto-reply whenever you are on holiday or unavailable for more than 24 hours during the working week. Include a message directing urgent enquiries to [email protected] or 01892 249032.

2.4 Cliniko Account Setup

Cliniko is our practice management software, used for scheduling, client records and communication.

1. Once Claire has registered you, you will receive an invitation email from Cliniko. Check your spam folder if it does not arrive.
2. Log in at www.cliniko.com/login. Enter your email, then use the six-character security code Cliniko sends you.
3. Select the correct Inner Space account and complete your login.
4. Enable two-factor authentication.
5. Confirm to Claire that your account is working before the new-therapist briefing. If you did not receive the invitation or cannot log in, tell Claire beforehand.

At the briefing, you will be shown how to complete your schedule, client groups and optional online-booking settings in the order set out in Section 3.1.

For login help, see the Cliniko Help Guide.

2.5 Setting Up Zoom

We use Zoom (or in some cases Doxy.me) for online therapy sessions. To set up your personal Zoom link:

1. Log into your Zoom account.
2. Go to Profile.
3. Locate the Personal Meeting ID (PMI) section and click Edit.
4. Set a permanent meeting ID and save your changes.
5. Send your personal meeting link to Claire so it can be included in client communications and the website.

Ensure your Zoom environment is private and appropriate for therapeutic work, and that you use a secure, encrypted connection.

3.1 Scheduling, Availability and Online Bookings

Complete these steps in order once your Cliniko account is active. Your ongoing working schedule is set in Practitioner Settings. The Calendar tab is for viewing and managing appointments already in your diary.

1. Set your regular availability: in Practitioner Settings, choose the working days, times, breaks and appointment types for your individually assigned Inner Space business.
2. Add free consultation slots: add your free 15-minute new-client-call availability in Locations in Central Tunbridge Wells and Online.
3. Choose your client groups: select the groups you are able to work with. This helps clients and the practice identify the right therapist.
4. Decide on online bookings: this is optional. You may enable or disable it in your practitioner settings. If you enable it, check that the correct location and appointment types have active availability.
5. Save and test: select Update and Save, then use the client booking page to choose the location, select the free consultation, choose your name and confirm that suitable times appear.

Useful Cliniko guides

• Setting up your schedule
• Set up online bookings

3.2 Client Contracts

Every new client must be sent the appropriate contract link to sign online. Links are also available on the Cliniko Dashboard. Once signed, upload the contract to the client’s file in Cliniko.

Contract Type	Link
Individual	innerspacecounselling.co.uk/individual/
Couples	innerspacecounselling.co.uk/couples/
Low-Cost	innerspacecounselling.co.uk/low-cost/
Children (30 mins)	innerspacecounselling.co.uk/form-30mins/
Supervision	innerspacecounselling.co.uk/form-supervision/
Group Therapy	innerspacecounselling.co.uk/grouptherapy/

3.3 15-Minute Free Phone Consultations

Every new client is offered a free 15-minute phone consultation before their first appointment. This is your opportunity to understand the client’s needs, build rapport, set expectations, and determine mutual fit.

Individual Consultations

The call follows a general structure:

1. Introduction: Confirm the scheduled call and that the client is available and in a private space.
2. Understanding needs: Ask what they are looking for help with. Listen actively, empathise, and assess fit.
3. Your approach: Describe your therapeutic style and see if it resonates.
4. Availability: Discuss scheduling. Offer your available slots for regular weekly sessions.
5. Fees: Explain the fee structure clearly: £62 for the initial 50-minute assessment, then £72 per 50-minute session ongoing. Discuss low-cost availability if relevant (£47 ongoing, online or own premises only).
6. Payment: Explain the 48-hour prepayment policy. Payment by direct debit, BACS, or card. No cash or cheques.
7. Wrap up: Confirm the booking, ask how they heard about Inner Space, and answer any remaining questions.

Couples Consultations

Couples consultations require a separate 15-minute call with each partner. The structure is similar, with additional steps:

• Screen for domestic violence by asking about their worst conflict. If there are signs of domestic violence, recommend individual pre-work before couples therapy.
• Explain that couples book a minimum of 6 initial sessions, ideally weekly at the same time.
• Confirm which partner should receive the invoice (only one can be invoiced due to system setup).
• Fee: £100 per 60-minute couples session.

Group Therapy Referrals

The process is similar to individual consultations, with discussion of the group format, fees, and suitability for the prospective group member.

Referrals Out

If the fit is not right, or if low-cost slots are unavailable, be prepared to refer to other resources. Options include The Counselling Centre in Tunbridge Wells and MIND (note: MIND may have a wait of six months or more). Contact details are available in Cliniko.

3.4 Client Record Keeping and Notes

Keeping accurate and up-to-date clinical notes is an essential part of your professional practice. We recommend using Cliniko for your clinical notes, as it offers several advantages:

• Notes are stored securely and encrypted, meeting UK GDPR and data protection requirements.
• All client information is kept in one place, alongside appointment records and communications.
• Cliniko provides a consistent, auditable record of your work.

However, using Cliniko for clinical notes is not mandatory. You may keep your notes using a different system if you prefer, provided that:

• Your notes are comprehensive, accurate, and completed promptly (ideally on the same day as the session).
• All records are stored securely in compliance with UK GDPR and Data Protection Act 2018 requirements.
• You follow the data retention and disposal guidance of your professional body.
• You adhere to confidentiality standards at all times (see Section 5.2).

3.5 Coordination with Paperclip (Virtual Reception)

Paperclip is our virtual reception team. They manage incoming phone call enquiries for Inner Space Counselling.

Detail	Information
Email	[email protected]
Phone	01892 249032

How It Works

• Clients mostly book their initial 15-minute consultations through the website.
• Paperclip will only book 15-minute consultations. When they do, you will receive a text message and an email notification from Cliniko.
• Paperclip may also email you directly with client messages, such as cancellations or enquiries.
• You can ask Paperclip to contact clients on your behalf by sending them the relevant details.

3.6 Team Meetings

Team meetings are held monthly on a Friday morning, 9:00 to 10:00 am, via Zoom. The Zoom link is the same for all meetings and will be shared with you when you join.

Dates for the current year will be provided by Claire at the start of each academic year. Attendance is not compulsory, but we strongly encourage participation. It is a valuable opportunity to connect with the wider team, discuss cases, and benefit from the supportive team environment at Inner Space.

Team WhatsApp Group

All therapists are invited to join the Inner Space team WhatsApp group. This is used for informal communication between the team, quick updates, and staying connected between meetings. Claire will add you to the group as part of your onboarding.

Team Email

If you need to contact all therapists at once, you can use the team email address: [email protected]. This reaches everyone on the team.

3.7 Holidays, Absence, and Availability

To help the practice manage bookings and referrals smoothly, please keep your Cliniko dashboard up to date at all times:

• Planned holidays and time off: Record any upcoming holidays, personal leave, or periods of unavailability in Cliniko as soon as you know about them. This ensures that clients are not booked into slots when you are away, and that the admin team can plan accordingly.
• Availability for new clients: Keep your availability settings current in Cliniko so that new client referrals and online bookings reflect your genuine availability. If your availability changes (for example, you take on additional days or reduce your hours), update your Cliniko settings promptly.
• Out-of-office replies: Remember to set up an out-of-office auto-reply on your Inner Space email whenever you are away (see Section 2.3).

4.1 How the Admin System Works

Inner Space has an admin system that handles invoicing, payment tracking, and billing. All invoicing and billing is handled by Claire and Dawn. You do not need to create invoices or interact with any billing software. Instead, when you need an admin action (such as a cancellation or invoice resend), simply send an email to [email protected] with the correct subject line (see below).

What Happens Automatically

• Invoices are generated and sent to clients ahead of their appointments.
• Payments are matched to invoices when they arrive.
• If a session has passed and payment has not arrived, you will receive a reminder notification so you can follow up with the client.
• Credits from cancelled sessions are applied to new bookings automatically.

Invoice Flags in Cliniko

• Red flag on an appointment: invoice has been generated but is unpaid.
• Black flag: payment has been received.

Payment Policy

• All fees must be received at least 48 hours before the appointment (or by 5pm Friday for Monday appointments).
• Inner Space does not accept cash payments. Clients pay by direct debit (GoCardless), BACS transfer, or card.
• Clients receive a payment request email with full details when their appointment is booked.
• Automatic email and text reminders are sent 3 days before appointments via Cliniko.

4.2 Cancellations and Rescheduling

All cancellation and rescheduling actions are handled via email to [email protected]. Use the exact subject lines below.

Scenario	Email Subject Line	What Happens
Client hasn’t received their invoice	Invoice resend	The invoice is resent to the client
Cancellation, no fee due	Cancellation no charge	The invoice is voided and removed
Late cancellation (fee still applies)	No action needed. Leave the appointment and invoice as they are. The system monitors for payment and sends reminders automatically.
Cancellation, client has already paid	Cancellation credit	The invoice is voided, the credit is recorded, and applied to the client’s next booking
Reschedule (client has not paid)	Cancellation no charge	Treats the original as a no-charge cancellation. Book the new appointment in Cliniko as normal.
Reschedule (client has already paid)	Cancellation credit	Credit is recorded and applied to the new appointment. Book the new appointment in Cliniko as normal.

Sending Cancellation Notifications to Clients

You can use the SMS text message feature in Cliniko to notify clients. Go into the appointment, click the client’s name, and select Send SMS message under their phone number. A suggested cancellation message:

4.3 Couples Billing

For new couples clients, the admin team needs to know which partner to bill. Here is how it works:

1. You will receive an email with the subject “Couples Invoice Query” asking you to confirm the billing contact.
2. Reply with the initials of the client who should receive the invoice.
3. If no reply is received within 48 hours, the invoice is raised automatically, billed to the client whose last name comes first alphabetically.

4.4 Unpaid Invoice Reminders

• You will receive automatic reminders for unpaid invoices. Do not reply to the reminder email.
• Once the client pays, the system picks it up automatically via the bank feed.
• If no payment is received after 4 days, the matter is escalated to Dawn automatically.
• You can also send a manual payment reminder SMS via Cliniko (see the SMS feature under the client’s phone number in their appointment).

A suggested payment reminder text:

4.5 Therapist Payments

• Payments are made monthly, typically in the third week of the month.
• Invoices are prepared by Claire and checked by you on the third Tuesday of the month.
• Payment is made on Friday of the same week via BACS.
• Please ensure your bank details are up to date.

5.1 Code of Conduct

• Maintain professionalism and confidentiality at all times.
• Foster a supportive and non-judgemental environment for clients.
• Adhere to the ethical standards and codes of conduct of your professional body (e.g. BACP, UKCP, NCPS, UKATA).
• Treat colleagues, clients, and all stakeholders with respect and courtesy.
• Respond to client and administrative communications promptly, normally within two working days.

5.2 Confidentiality

• Always use client initials only (e.g. J.G.) in emails and written communications. Never use full client names.
• All client information must be securely stored. If using Cliniko, data is encrypted and protected. If using another system, ensure it meets UK GDPR requirements.
• Dispose of client data securely when no longer needed.
• Comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
• Process client personal data only for the purposes of delivering therapeutic services, in accordance with Inner Space’s privacy policy.
• Clients must not record therapy sessions unless they have discussed this and received express permission from their therapist.
• When working online or by phone, remind clients to ensure they have a confidential space where they will not be seen, heard, or interrupted.

5.3 Dress Code

Therapists are expected to dress in a professional and approachable manner for both in-person and online sessions. We also politely request that clients dress for online sessions in the same way as they would for an in-person session; this is communicated in their appointment confirmations.

5.4 Safeguarding

Inner Space does not require safeguarding training as an organisational policy. However, if you wish to undertake safeguarding training, you are welcome and encouraged to do so as part of your own professional development.

Safeguarding Concerns

• If you have any safeguarding concerns about a client, you should raise these with your own clinical supervisor in the first instance. Your supervisor is best placed to support you in deciding the appropriate next steps.
• If you encounter signs of domestic violence during a couples consultation, recommend individual pre-work before couples therapy. For referral, DAVVS contact details are available in Cliniko.
• For clients under 18, the contract must be signed by a parent or legal guardian.
• Inform Inner Space immediately of any regulatory, legal, or disciplinary matter that may affect your fitness to practise.

5.5 Professional Development and Supervision

• Maintain appropriate clinical supervision as required by your professional body.
• You are responsible for continuing your own professional development (CPD) in accordance with the organisational guidelines of the professional bodies you are a member of. This includes meeting any CPD requirements set by your registering body.
• Support and mentor junior therapists as required.
• Monthly team meetings provide an additional opportunity for peer support and case discussion.

5.6 Registration Requirements

All Inner Space therapists must be:

• UK registered with a relevant professional body
• Professionally insured (professional indemnity insurance)
• Professionally trained
• Members of professional bodies including UKCP, BACP, and NCPS

You must adhere to the ethical standards of your relevant professional body (e.g. BACP, UKCP, UKATA). Inner Space is proud to have a team of highly qualified therapists who are members of these respected professional bodies.

5.7 Equality, Diversity, and Inclusion

Inner Space Counselling Ltd is committed to creating an environment where everyone is treated with dignity and respect, regardless of background. This commitment applies equally to clients, therapists, and anyone else who engages with the practice.

Our Commitment

• We welcome clients and therapists of all backgrounds and are committed to providing a service that is accessible, inclusive, and free from discrimination.
• We value diversity within our team and recognise that a range of perspectives strengthens the therapeutic work we do.
• We are committed to promoting equality of opportunity and fostering a culture of inclusion within the practice.

Anti-Discrimination

Inner Space does not tolerate discrimination, harassment, or victimisation on the basis of any protected characteristic under the Equality Act 2010. These include:

• Age
• Disability
• Gender reassignment
• Marriage and civil partnership
• Pregnancy and maternity
• Race (including ethnicity, colour, and nationality)
• Religion or belief
• Sex
• Sexual orientation

This applies to the way we treat clients, the way we work with one another, and the way we represent the practice.

Culturally Sensitive and Inclusive Practice

• Therapists are expected to work in a culturally sensitive manner, respecting each client’s identity, values, beliefs, and lived experience.
• Be mindful of how culture, language, faith, gender identity, sexuality, disability, and socioeconomic background may shape a client’s experience of therapy and their presenting concerns.
• Use inclusive language in all communications, both written and verbal.
• Where appropriate, seek to understand and acknowledge the impact of systemic inequality and discrimination on clients’ mental health and wellbeing.

Accessibility

• Inner Space aims to make its services as accessible as possible. This includes offering online sessions, which can remove barriers for clients with mobility difficulties, caring responsibilities, or geographical constraints.
• If a client has specific accessibility needs (for example, relating to a physical disability, sensory impairment, or neurodivergence), please discuss reasonable adjustments with Claire so we can accommodate them wherever possible.
• Therapists should consider accessibility in their own practice, including how they communicate, the materials they use, and the environment in which they work.

Reflective Practice and CPD

• Therapists are expected to reflect on their own assumptions, biases, and cultural positioning as part of their ongoing professional development.
• We encourage all therapists to engage in CPD related to equality, diversity, and inclusion, whether through training, reading, supervision, or peer discussion.
• If you become aware of a gap in your understanding or competence in relation to a particular client group, seek appropriate support, training, or supervision.

Raising Concerns

If you witness or experience discrimination, harassment, or any behaviour that falls short of these principles, whether from a colleague, client, or anyone connected to the practice, please raise your concern with Claire in the first instance. All concerns will be taken seriously and handled sensitively.

5.8 Leaving the Practice and Client Transfer

This section summarises the key points relating to leaving the practice and the process for transferring clients. Full details are contained in your therapist contract and the separate Client Transfer Contract, which will be provided for signing if a transfer is needed.

Leaving the Practice

• Therapists must provide the Practice Manager with at least two months’ written notice of their intention to leave, as set out in the therapist contract. This notice period ensures there is adequate time for the proper ethical consideration of clients’ needs.
• Be clear and transparent with your clients if you intend to leave. Provide as much notice as possible to both clients and the Practice Manager.
• Regardless of the circumstances, therapists must maintain high standards of ethical practice and professional responsibility towards both clients and the practice throughout the notice period.
• Therapists must not undermine the reputation of the practice or of colleagues remaining in the practice.
• When a therapist leaves, clients introduced to them by the practice will normally be referred on to another practitioner within the practice (subject to there being no boundary conflicts and in accordance with your professional body’s code of ethics).
• As standard, a minimum six-month gap must be left between ending work with a client at Inner Space and seeing that client again in another setting.

Client Transfer Process

In exceptional circumstances (for example, where continuity of treatment for trauma makes a break clinically inappropriate), an outgoing therapist may request to “transfer” a client out of the practice in order to continue working with them without a gap. The following conditions apply:

• Transfers require the explicit permission of the Practice Manager and must be for the purposes of ethical continuity of client treatment.
• The therapist must ensure the client is aware of all available options, including being referred to another therapist within the practice. The decision must ultimately be the client’s.
• All parties (therapist, Practice Manager, and client) must agree to the transfer.
• A transfer fee will be charged to compensate the practice for the cost of acquiring the client, ongoing administration, marketing support, and loss of income.

Transfer Fee Calculation

The transfer fee is calculated as follows:

Inner Space will invoice the therapist for the transfer fee, and payment must be made by the date agreed between the therapist and the Practice Manager.

After Transfer

• Upon receipt of the transfer fee, the client immediately ceases to be a client of Inner Space and becomes a direct client of the therapist.
• The therapist must ensure the client understands this change of relationship and is clear that they are no longer a client of Inner Space.
• In exceptional circumstances, where explicitly agreed in writing by both parties, Inner Space may agree to a pro-rata refund of the transfer fee if the client ends therapy with the therapist during the six months following the transfer.

Couples and Groups

For the purposes of this process, references to “a client” may also refer to a couple or group in therapy together. Where a client is in both individual and couples or group therapy, those engagements are treated separately and transfer fees are charged separately.

Client Transfer Agreement Form

If a client transfer is agreed, the following form will be completed and signed by both the therapist and the Practice Manager. A separate copy of the Client Transfer Contract will be provided for formal signing.

6.1 Locations

Inner Space operates from the following locations:

Location	Notes
Central Tunbridge Wells	Inner Space premises. 40/60 fee split applies.
High Street	Additional location. 30/70 fee split.
Mayfield	Additional location. 30/70 fee split.
Town Hall	Additional location. 30/70 fee split.
Online	Via Zoom or Doxy.me. 30/70 fee split.

6.2 Room Booking and Building Access

• Therapy rooms are available at the hours specified by the practice. Check with Claire for current availability at each location.
• All equipment in the therapy rooms is available for your use. Please respect any items you use and leave the room as you found it.
• The building includes kitchen and toilet facilities.
• You will be given a key and buzzer access instructions. Please ensure doors are closed and secured when you arrive and leave.
• Email your availability for the week ahead, including the times you will need the room, to Claire by Friday morning (before noon) of the previous week.

6.3 Online Session Procedures

Before the Session

• Ensure you have a stable internet connection and a working webcam.
• Use a private, confidential space where you will not be interrupted.
• Your Zoom (or Doxy.me) link is included in client appointment confirmations.

During the Session

• Use the virtual waiting room feature. The client can enter when you start the session.
• If the client has not connected within 10 minutes of the appointment time, or if you lose connection, call them on the phone number they provided.
• Individual sessions are 50 minutes; couples sessions are 60 minutes.

Phone Therapy

For phone sessions, call the client directly on the number they provided when booking. If the line disconnects, call them back.

6.4 Marketing and Website Profiles

• Your professional profile will be published at innerspacecounselling.co.uk/our-team/.
• Inner Space will promote your services through its marketing channels.
• Please provide Claire with a professional bio and headshot for your profile.
• When clients ask how they heard about Inner Space, please note the answer and pass it to Claire for marketing insights.

Social Media

Platform	Link
Facebook	facebook.com/innerspacecounselling
Instagram	instagram.com/innerspacecounselling_

7.1 Incident Reporting Policy

Inner Space Counselling Ltd has an incident reporting policy to ensure a clear, supportive, and lawful approach to handling serious incidents affecting clients, therapists, or others, whether in person or online.

What Counts as a Serious Incident?

A serious incident includes (but is not limited to):

• Client suicide attempt or serious self-harm
• Medical emergencies
• Threats or aggression
• Breaches of confidentiality
• Severe technology failure during a session
• Discovery of serious abuse or neglect

Immediate Responsibilities

In the event of a serious incident:

• Protect all parties involved
• Contact emergency services if required (call 999)
• Prioritise safety above all else
• Act ethically and lawfully while respecting confidentiality where possible

7.2 Reporting Process

1. Complete the Serious Incident Report Form within 24 hours of the incident. The form is included below in Section 7.5.
2. Submit the completed form to the Practice Manager (Claire).
3. Contact your own supervisor to process the incident and receive clinical support.

What the Form Covers

The Serious Incident Report Form asks for:

• Date, time, and location of the incident
• People involved (using initials for clients)
• Nature of the incident (self-harm, medical emergency, aggression, safeguarding concern, data breach, technical failure, or other)
• A detailed factual account of what happened, including background and your immediate response
• Immediate actions taken (first aid, emergency services contacted, others notified)
• Follow-up steps, including whether you have contacted your supervisor and whether a safeguarding referral has been considered

Post-Incident Actions

• The Practice Manager may offer a debrief and review risk management arrangements.
• Therapists should reflect on the incident with their external supervisor.
• The practice may review protocols if needed.

Record Keeping

All incident reports are confidential and stored securely. Access is restricted to the Practice Manager. Data may be anonymised for practice learning purposes.

7.3 Therapist Personal Safety

While serious incidents are rare, it is important to take proactive steps to ensure your own safety. Therapists are advised to consider the following:

Environmental Safety

• Ensure sharp or potentially dangerous objects (e.g. scissors, heavy ornaments) are stored securely or removed from therapy rooms, especially before conducting a risk assessment with new or high-risk clients.
• Arrange seating so that both you and the client can exit easily, without feeling trapped.
• Maintain a calm, uncluttered space with minimal risk of items being used aggressively.

Communication and Technology

• Always have a charged, working phone available in the therapy room and know the address/postcode of your location in case emergency services need to be called.
• Set clear expectations with clients about confidentiality and boundaries, including when you may need to break confidentiality to ensure safety.
• If working online, ensure the platform is stable and secure, with an emergency plan in place should contact be lost during a session (e.g. an alternate phone number or reconnection protocol).

Lone Working Protocols

• If working alone in a shared or isolated space, consider notifying a colleague, trusted contact, or the Practice Manager when sessions are taking place with higher-risk clients.
• In cases where risk is identified, agree a “check-in” protocol or buddy system.
• Consider using personal safety apps or devices (e.g. panic buttons, location sharing) if frequently working alone.

Clinical Risk Management

• Conduct regular risk assessments, particularly for clients with a history of self-harm, suicidality, aggression, or trauma-related responses.
• Keep up to date with local emergency contacts (see Section 7.4).
• Discuss any safety concerns promptly in supervision and escalate as appropriate within the practice.

Therapists are encouraged to bring any safety concerns or suggested improvements to the Practice Manager. The wellbeing of both clients and therapists is central to the safe and ethical running of Inner Space Counselling Ltd.

7.4 Emergency Contacts

Keep these contacts to hand for use in the event of a serious incident:

Service	Contact
Emergency Services (Police/Ambulance)	999
Kent and Medway Mental Health Crisis Line (24/7)	0800 783 9111
NHS 111 Mental Health Option	Dial 111, press 2
Kent Children’s Safeguarding (KSCB)	03000 41 11 11 (out of hours: 03000 41 91 91)
Kent Adult Safeguarding	03000 41 61 61

7.5 Serious Incident Report Form

Complete this form as soon as possible following a serious incident and return it to the Practice Manager within 24 hours. You may print this page or complete a copy digitally.

Appendix A: Key Links and Resources

Resource	Link
Inner Space Website	www.innerspacecounselling.co.uk
Cliniko Login	www.cliniko.com/login
Cliniko Help Centre	help.cliniko.com
Outlook Web Access	outlook.office.com
Privacy Policy	innerspacecounselling.co.uk/privacy-policy/
Individual Contract	innerspacecounselling.co.uk/individual/
Couples Contract	innerspacecounselling.co.uk/couples/
Low-Cost Contract	innerspacecounselling.co.uk/low-cost/
Children Contract	innerspacecounselling.co.uk/form-30mins/
Supervision Contract	innerspacecounselling.co.uk/form-supervision/
Group Therapy Contract	innerspacecounselling.co.uk/grouptherapy/
Team Profiles	innerspacecounselling.co.uk/our-team/
Facebook	facebook.com/innerspacecounselling
Instagram	instagram.com/innerspacecounselling_

Appendix B: Admin Guide Quick Reference

For all admin emails, send to [email protected]. Always include the client’s initials and the appointment date and time in the email body.

Situation	Email Subject Line
Client hasn’t received their invoice	Invoice resend
Cancellation, no fee due	Cancellation no charge
Late cancellation (fee still applies)	No email needed. Leave as is.
Cancellation, client has already paid	Cancellation credit
Reschedule (unpaid)	Cancellation no charge then rebook
Reschedule (already paid)	Cancellation credit then rebook

Appendix C: Useful Contacts

Who	Email	Phone
Claire Daplyn (Practice Manager)	[email protected]
Dawn (Admin Support Manager)	[email protected]
Paperclip (Virtual Reception)	[email protected]	01892 249032
General Enquiries	[email protected]	01892 249032
Team Email (All Therapists)	[email protected]
Tim (IT Support)	Via Claire
Kent Mental Health Crisis Line (24/7)		0800 783 9111
NHS 111 Mental Health		111 (press 2)
Kent Children’s Safeguarding (KSCB)		03000 41 11 11
Kent Adult Safeguarding		03000 41 61 61
Emergency Services		999

Appendix D: Full Fee Schedule (September 2026)

All fees effective from 1 September 2026. The service fee is 40% at Central Tunbridge Wells (Inner Space premises) and 30% at all other locations (Online, High Street, Mayfield, Town Hall).

Advertised Appointment Types

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
Free 15-Min Phone Consultation	15 min	£0	£0	£0
Couples Initial / Ongoing (Central T. Wells)	60 min	£100	£60	£40
Couples Initial / Ongoing (Online, High St, Mayfield, Town Hall)	60 min	£100	£70	£30
Group Therapy, min. 3 (Online, High St, Mayfield, Town Hall)	90 min	£43	£30.10	£12.90
Initial Consultation, Individual (Online, High St, Mayfield, Town Hall)	50 min	£62	£43.40	£18.60
Individual Psychotherapy (Online, High St, Mayfield, Town Hall)	50 min	£72	£50.40	£21.60
Initial Consultation, Individual (Central T. Wells)	50 min	£62	£37.20	£24.80
Individual Psychotherapy (Central T. Wells)	50 min	£72	£43.20	£28.80
Individual Supervision (Online, High St, Mayfield, Town Hall)	60 min	£72	£50.40	£21.60
Individual Supervision (Central T. Wells)	60 min	£72	£43.20	£28.80
Individual Supervision 1.5 hrs (Online, High St, Mayfield, Town Hall)	90 min	£108	£75.60	£32.40
Individual Supervision 1.5 hrs (Central T. Wells)	90 min	£108	£64.80	£43.20
Group Supervision for 2 (Online, High St, Mayfield, Town Hall)	120 min	£144	£100.80	£43.20
Group Supervision for 3 (Online, High St, Mayfield, Town Hall)	180 min	£216	£151.20	£64.80

Discretionary Appointment Types

Appointment Type	Length	Client Fee	Therapist Receives	Service Fee
30-min Appointment (Online, High St, Mayfield, Town Hall)	30 min	£45	£31.50	£13.50
Couples 1.5 Hour (Online, High St, Mayfield, Town Hall)	90 min	£150	£105	£45
Couples 1.5 Hour (Central T. Wells)	90 min	£150	£90	£60
Low-Cost Therapy (Online, High St, Mayfield, Town Hall)	50 min	£47	£32.90	£14.10
Free Sessions (at therapist’s discretion)	50 min	£0	£0	£0
Supervision, Low-Cost (Online, High St, Mayfield, Town Hall)	60 min	£57	£39.90	£17.10
2-hour Specialist Individual Assessment (Online, High St, Mayfield, Town Hall)	120 min	£167	£116.90	£50.10
2-hour Specialist Individual Assessment (Central T. Wells)	120 min	£167	£100.20	£66.80
60-min Individual (Online, High St, Mayfield, Town Hall)	60 min	£82	£57.40	£24.60
60-min Individual (Central T. Wells)	60 min	£82	£49.20	£32.80
Art Therapy Groups for Children	120 min	£50	£35	£15
Specialist Appointment, Art Therapy	50 min	£77	£53.90	£23.10