1. Purpose
This policy sets out how Prior Mindset conducts initial phone consultations with prospective clients. It ensures transparency regarding fees, scope, and confidentiality while maintaining the highest professional and ethical standards in line with Prior Mindset’s governance framework.
2. Scope
This policy applies to:
All new or prospective clients seeking information about Prior Mindset’s therapy, coaching, or consultancy services.
All practitioners and associates delivering telephone consultations on behalf of Prior Mindset.
3. Policy Statement
Prior Mindset offers an initial 15-minute phone consultation free of charge.
The purpose is to help prospective clients determine whether Prior Mindset’s services meet their needs.
Any time beyond 15 minutes is chargeable pro-rata at £100 per hour, calculated as follows:
15 minutes – Free
30 minutes – £50
45 minutes – £75
60 minutes – £100
The consultation is informational only. It is not a therapy, coaching, or diagnostic session and does not replace an assessment or clinical intervention.
4. Purpose of the Initial Consultation
The initial phone consultation is designed to:
Provide a brief overview of Prior Mindset’s services, structure, and approach.
Determine whether therapy, coaching, or consultancy is appropriate for the client’s presenting needs.
Explain fees, confidentiality, and next steps for booking.
Offer clients the opportunity to ask brief questions before committing to ongoing sessions.
No therapeutic treatment, clinical advice, or documentation will be provided during this initial call.
5. Professional Boundaries
Practitioners will maintain confidentiality and professional conduct consistent with BABCP and Social Work England ethical frameworks.
No clinical records will be created unless the individual proceeds to a booked therapy or coaching session.
If risk or safeguarding concerns arise during the call, the practitioner will follow the Safeguarding and Crisis Policies.
6. Charging and Billing
The first 15 minutes are complimentary.
Any additional time is chargeable at £100 per hour pro-rata, payable immediately after the call unless prior arrangements exist.
Calls extending beyond 15 minutes without agreement will be politely ended and rescheduled as a paid session.
Payment may be made by bank transfer or another approved method.
7. Recording and Documentation
Calls are not recorded.
Basic contact details collected for the call will be handled in accordance with the Confidentiality & Data Protection Policy.
If the client proceeds to therapy or coaching, relevant details may be entered into WriteUpp in line with NHS information governance standards.
8. Safeguarding and Emergencies
The initial consultation is not suitable for crisis or emergency situations.
If a caller is in immediate danger or expresses intent to harm themselves or others, the practitioner will follow the Crisis & Emergency Management Policy and advise contacting:
999 in an emergency.
Samaritans (116 123) for emotional support.
NSPCC (0808 800 5000) for child protection concerns.
9. Accessibility and Reasonable Adjustments
Prior Mindset is committed to accessibility under the Equality Act 2010.
Clients requiring adjustments (e.g. text relay, interpreter, extended time) may request these in advance.
10. Policy Ownership and Review
Policy Owner: Senior Management Team / Clinical Governance Lead
Applies to: All Prior Mindset practitioners and client enquiries.
Review: Annually, or sooner if fee structure, communication, or governance standards change.