Seeking counselling or coaching is a meaningful and often brave decision. We aim to ensure you feel informed, supported, and reassured throughout the entire process. This roadmap will guide you from the moment you submit your enquiry, through your first session, and into the future.
When you contact us—whether by phone, email, through our website, or on social media—a member of our team will respond using your preferred method of communication, typically within 24 hours. In this initial conversation, you'll have the opportunity to briefly discuss your needs and ask any questions you may have.
If you've already selected someone from our MAC Team Bios, we'll make every effort to honour your choice. If not, we'll suggest a counsellor or coach tailored to your needs, preferences, and availability. Our priority is to ensure the best possible match for you.
We will arrange your initial session at a time that is convenient for you. You'll receive a confirmation email containing all the necessary details, including directions to your chosen office location or a secure video link for online sessions, prior to your appointment.
Your client file is securely stored in accordance with Data Protection regulations and BACP/COSCA Ethical Guidelines. You will also receive an email link to complete our MAC Intake Form, which we ask clients to submit prior to their first session. This form will provide us with a clients contact details along with their emergency contact.
Along with the Intake Form, clients will also receive the Contract. This working agreement outlines the terms of the counselling or coaching, including ethical responsibilities, expectations, and helpful guidance. Agreement to this contract is required from all clients to ensure the legal and ethical protection of both the clients and the organisation. Clients should indicate their agreement by selecting the appropriate statement in the Intake Form.
The counsellor or coach selected by the client will send a welcome email. This will provide an opportunity for the client to ask any questions regarding their upcoming sessions and to note the contact details in case they are running late or need assistance finding the office.
To confirm the client’s appointment, payment for the session is required in advance. While the first session is paid for individually, the client will have the option to purchase a block of sessions at a reduced rate thereafter.
This first meeting is an opportunity for the client to talk, ask questions, and determine whether it feels like the right fit. There is absolutely no pressure; the client is free to decide if they would like to continue.
If the client chooses to continue, their counsellor or coach will collaborate with them to determine how best to meet their needs and arrange future sessions. The client remains in control of the pace, focus, and direction of their journey.
We have a comprehensive list of frequently asked questions on our website; however, if anything feels unclear or if clients need further guidance at any stage, then our business manager or any member of the team will be happy to support them.
