Frequently Asked Questions
1. What booking system do we use for scheduling counselling sessions?
We use a user-friendly online booking system, for scheduling all our counselling sessions. It allows you to conveniently book appointments with our counsellors or drug workers at a time that suits you.
2. Is my personal information safe when I book a session?
Absolutely. We prioritises the security of your personal information. Our booking system employs robust encryption and security measures to protect your data from unauthorised access, ensuring your privacy and confidentiality are maintained at every step.
3. How do you comply with GDPR?
We are fully compliant with the General Data Protection Regulation (GDPR). We have strict policies in place for data protection, ensuring that your personal information is handled and processed in line with GDPR requirements.
4. Will my booking details be kept confidential?
Yes, your booking details, including your name, contact information, and appointment times, are kept confidential. Access to this information is strictly limited to necessary staff members for the purpose of scheduling and managing your appointments.
5. What happens to my data if I decide to stop using your services?
If you choose to stop using our services, you can request to have your data removed. We will process your request in accordance with GDPR guidelines, ensuring your data is securely and permanently deleted.
6. How can I change or cancel an appointment I made through your booking system?
You can easily change or cancel your appointment by logging into your account on the booking system and selecting the appointment you wish to modify. Please do so at least 24 hours in advance to allow for adjustments in our scheduling.
7. Are there any fees for booking or canceling appointments?
No, there are no additional fees for booking or canceling appointments. Our priority is to ensure accessible and flexible scheduling for our counselling services.
8. How do I know my appointment has been successfully booked?
Once you book an appointment, you will receive a confirmation email with the details of your appointment. Please ensure that your email address is entered correctly to receive this confirmation.
9. Does you send reminders for upcoming appointments?
Yes, the booking system automatically sends appointment reminders via email or SMS, depending on your chosen preferences. This helps ensure that you don’t miss your scheduled sessions.
10. How is the online face-to-face counselling facilitated on your website?
Our platform uses a secure video conferencing tool to facilitate online face-to-face counselling sessions. This allows you to connect with our counsellors and drug workers in real-time, ensuring privacy and ease of use. The best part is that there's no need for any downloads or account creation - you can start your session directly through our website with just a few clicks.
11. Is the video conferencing tool used for counselling sessions safe and secure for confidential conversations?
Yes, we take your privacy and security very seriously. Our video conferencing tool is designed with your confidentiality in mind. All calls are encrypted, ensuring that your conversations remain private and secure. The platform operates on advanced technology, which includes secure connections for each call, safeguarding the integrity and confidentiality of your counselling sessions.
12. Do I need to install any software to use the video conferencing tool for my counselling sessions?
No, the video conferencing tool is a browser-based platform. You don’t need to download or install any software to use it. You can access it directly from your browser on both desktop and mobile devices.
13. How does our platform ensure GDPR compliance in video counselling sessions?
Our platform is fully compliant with GDPR regulations. We deeply respect user data privacy and ensure that all data processing adheres to the strict guidelines set by the GDPR. Personal data is processed securely and is only used for the intended counselling purposes, safeguarding your privacy at every step of your journey with us.
14. Can anyone else access or view my counselling sessions online?
No, your counselling sessions are completely private. Online sessions are not recorded and do not allow uninvited guests. Only you and your counsellor will be present in the session.
15. What should I do if I encounter technical issues during a session?
If you face any technical difficulties, try refreshing your browser or checking your internet connection first. If issues persist, you can contact us for assistance.
16. Is there a cost associated with using the video conferencing tool for my sessions?
No, there is no additional cost for you to use the video conferencing tool. The service is integrated into our platform and is a part of the support services we provide.
17. Are the counsellors and drug workers trained to handle sessions via video call?
Absolutely. Our counsellors and drug workers are not only trained in providing support for cocaine and crack addiction but are also proficient in conducting sessions via video calls to ensure you receive the best possible support online.
18. How do I schedule a counselling session via the video conferencing tool on your website?
Scheduling is simple. Visit our booking page, choose an available slot that suits you, and submit your booking. You will receive a confirmation with a link to the video call in the email address that you provide.
19. What should I do if I need to cancel or reschedule a video counselling session?
If you need to cancel or reschedule, please inform us at least 24 hours in advance. You can reschedule your session through the link provided in your confirmation email or contact us directly for assistance.
20. What is the minimum required bandwidth for video calls?
Video calling on the video conferencing tool requires a 0.3 Mbit/s or faster internet connection. We recommend 2 Mbit/s or more for a comfortable video calling experience.