Frequently Asked Questions

Hopefully this page will answer many questions you may have about our service. However, if you still have additional questions, please do not hesitate to contact us.


Q. How long will I have to wait for an assessment?

  • If you refer online or your GP refers you, our admin team will attempt to contact you within the same week, to arrange an initial assessment.
  • If you refer yourself by calling us directly on 01227 469 338, you will usually be booked in for an initial assessment while you are on the phone with our team.
  • This assessment appointment will usually be within the same week or the following week after your referral is received.
  • To learn more about this initial assessment please click here for more details.

Q. How long will I have to wait to start treatment sessions?

  • As we offer a variety of different treatment options, in different locations, the time that you wait for your first treatment appointment will differ. However, in line with NHS Referral to Treatment Guidelines we endeavor to see people within 6-8 weeks of their referral.

Q. How much does this cost?

  • As we are an NHS service, the therapy we offer is free.

Q. How many sessions will I get?

  • For each form of therapy, as we are a short term therapy service, you will be offered a block of sessions. This does vary, depending on the type of therapy offered, your goals, engagement and progress within sessions:
  • Counselling and Cognitive Behavioural Therapy varies between 6 and 10 sessions.
  • Guided Self Help using CBT Strategies is usually between 4 and 6 sessions.
  • EMDR is often between 10 and 14 sessions.

Q. What happens if I can’t make an appointment?

  • If you cannot attend an appointment for any reason, please do let us know as soon as possible. You can do this by calling the admin team on 01227 469 338.
  • However, during treatment, once you are engaging in therapy sessions, your commitment to regularly attending all of your appointments is necessary to ensure successful treatment. Our service policy is that:
    • You attend all of your appointments.
    • If you do not attend an appointment and you have not informed us in advance, you will be discharged from the service unless there are exceptional circumstances.
    • If you cancel an appointment with less than 24 hours’ notice, this will be counted as one of your treatment sessions as we will be unable to offer the time to another patient.
    • Two cancellations may result in your discharge from the service.
    • Regularly rearranging appointments may also result in your discharge from the service.

Q. Can I refer back for more sessions, after I have finished treatment?

  • Once you have finished any treatment, you can self-refer back into the service after 6 months.
  • If you feel that you need additional support and treatment before 6 months lapses, you will need to seek support from your GP in a re-referral. This referral will only be accepted if it is deemed to be clinically appropriate and will need to meet criteria of severity and clinical need, as per current commissioning guidance.

Q. What if I need more sessions?

  • As a short term therapy service we are only commissioned to offer short term discrete blocks of therapy. In most cases the maximum number of sessions which will be offered to you when you start treatment sessions, will be the number of allocated sessions that your therapist is allowed to offer.
  • If you feel that you need more long-term therapy, please do discuss this with your therapist and they will be able to direct you to Private services that offer long-term support.

Q. Can I have appointments on the weekends?

  • Unfortunately this is not something we are currently able to offer.
  • Our service is open Monday to Friday, 9 to 5.30pm. Where possible we will try our best to accommodate your appointment time preferences, however, in line with NHS referral to treatment guidelines we have to offer you the first available appointment. Unfortunately if you decline more than 1 offered appointment you are not considered to be fit, willing and able to access treatment at this current time and therefore we have to discharge you.

Q. Am I able to have treatment from home?

  • The majority of our treatment options require you to attend appointments face-to-face and we are unable to do home visits.
  • The only option which is offered via Telephone appointments, is an option called Guided Self Help using CBT Strategies. You can learn more about this option here. At your assessment if this option is deemed clinically appropriate it will be discussed with you.

Q. What if I go on holiday during my treatment sessions?

  • If you are going to be away and unable to attend appointments, as long as you tell us in advance we are usually able to negotiate this. However, if you are away for an extended period of time, this may interrupt and reduce the effectiveness of your treatment. This will need to be discussed with your therapist.

Q. What if I do not like or get on with my therapist?

  • If you are attending sessions and you do not feel like you are getting what you want from the sessions, please do raise this. If you feel able to do so, please speak with your therapist. If not, you can call our admin team on 01227 469 338 to discuss this further.
  • If for any reason you do not believe that the therapist you are working with is the right fit for you, let us know, and where possible we will try to negotiate a change. This may mean you will need to be placed back onto the waiting list until another therapist is available.

Q. Can I refer on behalf of a friend or a family member?

  • As a service, we have a duty of care to respect the confidentiality of each individual we work with. If we have either written or verbal consent from the individual who is going to be accessing therapy with us, to speak to a third party, we are able to do this. However, without this consent and knowledge that the person being referred is willing and able to attend therapy with us, we cannot accept a referral.
  • For example, if you are a parent and you want to refer your child, who is over 17 years old, we cannot process this request until we have been able to speak with the person you are referring.