AMINDSET.HK

SOPs/FAQs for AMindset Clients

1. AMindset has 2 counselling rooms in LKF Tower, Central. Please check directly with your therapist if you are not sure where they will run the session.

1. Room 2317, 23F LKF Tower, Wyndham Street, Central
2. Room 2116, 21F LKF Tower, Wyndham Street, Central

2. The Acuity booking system is set up for all location bookings.

3. Payment must be made before the session - the first blue link button in your confirmation email takes you into the system to pay, agree to the T&Cs, and register your details to save time on the next appointment.

4. Please be punctual. If you are late for your appointment, the counsellor must finish on time so the room is free for the next appointment. Note that your booking is for a 50-minute session.

5. All Face-to-Face sessions usually start on the hour, and the room is booked for one hour - or possibly two.

6. If you cannot attend a booked appointment, you must give notice greater than 24 hrs, or the session fee is still payable. Use the first blue button on your confirmation email to reschedule. Rescheduling transfers the payment to your new appointment and is preferred since Cancelling does not automatically give a refund. Note that Rescheduling is not possible within 24 hours of a booking.

Note that the payment processors - Stripe and PayPal - still charge their fees for cancelled bookings and refunds will be less the fees unless AMindset caused the cancellation.

FAQs

What happens under inclement weather conditions?

Tropical Cyclone Warning 8 or above: Black Rainstorm Warning or Extreme Conditions - all appointments will be moved online or rescheduled. Your therapist will contact you directly to arrange the online session.

Do I get a refund when I cancel an appointment?

Not automatically - AMindset (AM) has to manually initiate refunds. But, if you reschedule, the payment goes with the new booking. So, it is better to reschedule, even if you think you might have to reschedule again.

How do I pay if the counsellor makes my booking?

When you get your confirmation email, click on the first blue button to be taken into the system, where you can pay via Stripe or PayPal. Alternatively, you can pay directly into the AM bank account - details are on the booking page of the website.

Can I pay with Cash?

This is discouraged as it inconveniences the Therapist and there are many other ways of paying, including direct payment to the bank account for those with no credit card. If the therapist agrees to accept cash, you will be issued with a handwritten receipt.

Please note that our bank account has recently changed to accommodate our new incorporated business:

 ‘AMINDSET LIMITED’

Bank Details:  Bank of China (HK)        Bank Code:        012

Account Number:                                875-21336630

 How far can I book ahead?

The booking ahead is limited to prevent an individual from setting up for a year ahead when, realistically, most of the bookings would have to be cancelled. It is set at 45 days max. The latest booking times may vary with your particular counsellor but are usually just a few hours before the appointment.

Can I book a custom time because of work commitments?

Face-to-face bookings must start on the hour. The room is available for one or two hours duration. This avoids waste and leaves more availability for everyone.

For Online sessions where the counsellor will not use the room (perhaps working from home), there are no restrictions on session start times or duration - discuss with your counsellor. If the Counsellor is using the AMindset rooms for the Online session, then session timing is as for Face-to-Face bookings.

Are refunds given for client cancellations?

Unless there is an emergency - AM clients must give 24-hour notice or pay for the appointment.

Should I contact the AMindset office to cancel appointments?

No. Because of confidentiality, the AMindset office phone will not be used for any client/        counsellor-related issues. Counsellors will arrange a direct contact method with you.

What are the 'confidentiality' rules when working with minors?

At AM, all counsellors must abide by the following rules when working with Minors (<18yrs)

1. Do not share what happens in the therapy session with anyone outside of the session including the legal guardians. This allows for a strong therapeutic alliance to develop.

2. Once the therapy starts, all communication between the guardian and counsellor must be kept to a minimum and be limited to bookings and logistics.

3. A guardian can ask the minor to bring up certain topics at the therapy session, but it is up to the minor to mention them. The counsellor will not ask the minor if the guardian has anything they want to be brought to the session.

Who completes the paperwork when working with minors?

        The legal guardian must complete the intake paperwork

Are there exceptions to the 'confidentiality' rules when working with minors?

Yes, It is understood that some parents may want to discuss items with the minor's counsellor. This will be done individually, and the parent is asked to contact, Liz McCaughey, the lead therapist,  liz@amindset.hk. to find out about these exceptional circumstances.

THE AMINDSET TEAM

OFFICE@AMINDSET.HK