Secure online video appointments

Our face to face appointments are being offered through online video calls using the ZOOM platform

  • How do I book an appointment?
  • You can book an appointment for the  online video room by contacting us here
  • an email will be sent by your support worker to offer your appointment. You can respond to agree this with them.
  • If you need to cancel a session, please inform your support worker by text message 24 hours in advance where possible.

Zoom Video chat

  • A text reminder will be sent to you a few hours before the session
  • Your support worker will schedule weekly appointments to continue sessions online via the ZOOM videoconferencing platform.  Please download the software from Zoom at ZOOM download (Zoom Client for Meetings) and take care to protect your password and other login details.
  • You will be sent an email with a link to the meeting with your support worker.
  • Please log in from a quiet and private environment. 
  • You may like to have a soft drink to hand, but please do not bring food.
  • Your support worker will be in the video consultation when you arrive.  The session time will be 50 minutes. 
  • Although Zoom has the facility to record sessions, this feature will not be used.
  • At the end of your session, you should end the videocall when your support worker says goodbye.  You will be reminded when it is time for the session to end.
  • After your session, you should ensure you have closed all Internet pages that relate to this time together to maintain your privacy from other people in your environment.  Please then choose a pleasant activity to engage in for a while after the session before you return to the world offline.
  • If you have any questions before your first online video session, please text this number.
  • How confidential (private) are ZOOM appointments?
  • ZOOM video appointments are a safe and secure video platform. It works well if you can manage to find a safe closed space to talk, and especially if you can use headphones with a microphone.
  • All support workers will be talking to you from a safe closed space using headphones.
  • Everything you say will remain confidential. This means we will not pass on any information about you to anyone else unless we think you are at risk of harm to yourself or another person.

What will happen if we are concerned about your safety?

  • Your support worker will ask you to provide an emergency contact in case we are concerned about your safety (for example if you end the meeting suddenly without warning, or if you say something which makes us believe you are at risk of harm.
  • If your support worker remains concerned about your safety they must pass on this information to those who can help you, they would always try to talk to you about this first.

Online support boundaries

  • We are not an emergency service.
  • Agencies providing emergency support include

Samaritans 116123

Breathing space 0800 838587

Between session contact

  • You will only contact your support worker through text to arrange appointments and they will reply during working hours.

What will happen if we lose signal?

  • if the signal is lost a text message will be sent to you from your support worker to explain what has happened. If connection cannot be re-established an alternative appointment will be sent.

After an appointment

After an appointment it can feel like you are still caught up in the things you have talked about. It can be helpful to plan a ritual after which you will always follow after an appointment. This might be something like making a cup of tea, having a bath or a walk or listening to some music. Your support worker will help you with this.

Our Rescue Package has some links to apps which can also be helpful after a session.

What information we keep and how we will store information- see privacy policy.

What if something goes wrong? – see making a complaint