Our Customer Care Commitment

At the Exeter Mental Health Clinic, you can expect to experience safe, confidential and reliable therapeutic work that is respectful, treats you as an individual and conforms to ethical standards at all times.

We know that, with therapy, clients often hope that things can improve for them as quickly as possible. In our experience, therapy can take longer than expected. We always endeavour to be clear with you about realistic goals and constraints. It is usual for us to take up to six sessions to make an initial assessment, and at least twelve treatment sessions are usually required.

We work from our consulting rooms in Exeter, and David Wright is our administrator there, who works with us supporting our service. Please do call if you have any further enquiries.

Should you need to leave a message, our policy is to return calls within twenty four hours.

“We show a human–yet measured-response to difficulties”

Equality and Diversity

You should always feel respected within our organisation. We will respect your unique identity as an individual regardless of your ethnic origin, gender, culture, language, disability, religious beliefs or sexual orientation.

We do have partial disability access to our Exeter office, with a room on the ground floor. There is a WC for client use, and our buildings conform to fire safety requirements. We are fully police-checked.

“We will respect your unique identity as an individual”

An interpretation service is available, and we also provide audio equipment to support you with anything you may not be able to read or understand.

Please let us know of any needs you may have.

The aim of our work is always to practise in an ethical and respectful manner and be mindful of equality and diversity-related therapy. We have a duty of care to you and take this very seriously. If you identify any development needed within our service, please do give us feedback straight away, as we will want to put it right as soon as possible.

Confidentiality and Safeguarding

Our sessions are confidential – you have the right to expect that nobody should hear the things you say to us.

We are registered with the Data Commissioner as we handle personal data.

We have a duty of care to children and vulnerable adults.

We will notify you if there are any reportable concerns with regard to safeguarding within our service.

If you have any concerns related to safeguarding, please report them immediately.

Children can contact the Children’s Rights Director Roger Morgan at www.childrenscommissioner.gov.uk 0800 528 0731

Your Rights

Please let us know as soon as possible if you have experienced a problem of any kind, and we will try to put it right through our own complaints procedure.

In addition, we do have a complaints policy, through either BACP, HCPC or Ofsted.

If you do mention any problems to us, it does not affect your right to complain to the relevant authority.

Ultimately, we aim to ensure a safe, respectful experience for you.

Calls

We do accept work-related or urgent phone calls during the week, between sessions as necessary.

If you are struggling in-between sessions, we would like to hear from you. It may only take a short call to help you until the next session, or we can direct you to the relevant service for help.

We are not an emergency service, but our priority is to support your safety and wellbeing.

If you have an urgent mental health emergency, we advise you to call 999 or go to your nearest A&E department.

We look forward to working with you.